OnTrac

OnTrac sells last-mile delivery and logistics services for e-commerce retailers and is owned by private equity firms American Securities and Madison Dearborn Partners.

Mailing address
14850 Thompson Rd
Chantilly, VA 20151
Website
ontrac.com

What you need to know about OnTrac

OnTrac customer service is inconsistent in terms of response times and resolution.

How to resolve a problem with OnTrac

Try self-service first

Use our proven resolution methods, or OnTrac’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does OnTrac respond?

Phone support
Usually 1 to 48 hours. Availability: Phone support is available Monday through Friday from 8 a.m. to 9 p.m., and weekends from 8 a.m. to 8 p.m. Eastern time. OnTrac is closed on Christmas, 26th December and New Years Day.
Email support
Usually 1 to 5 business days. Availability: Email support is available Monday through Friday from 8 a.m. to 9 p.m., and weekends from 8 a.m. to 8 p.m. Eastern time. OnTrac is closed on Christmas, 26th December and New Years Day.
Live chat support
Usually 1 min to an hour. Availability: Live chat support is available Monday through Friday from 8 a.m. to 9 p.m., and weekends from 8 a.m. to 8 p.m. Eastern time. OnTrac is closed on Christmas, 26th December and New Years Day.
Social media
OnTrac is active on X.

Response times can range from 1 to 24 hours depending on the platform and the inquiry’s complexity.
Help center/FAQ
OnTrac's FAQ page provides quick answers to common questions regarding package tracking, OnTrac, customer service, and package delivery drivers.
Verified contacts

OnTrac customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Tom Mara
Vice President of Customer Success
Secondary
Akash Chauhan
Chief Operating Officer
Chief Executive
Michael (Mike) Brown
Chief Executive Officer

OnTrac customer service policies

OnTrac’s privacy policy explains how it collects, uses, stores, and protects personal information you give it when you use its website or services, like your name, address, contact details, device and browsing data, and location information. They may also collect shipment tracking details and account info. OnTrac uses this data to provide services (e.g., shipment pickup/delivery and tracking), process payments, communicate with you, support your account, and improve their services, and may use cookies and analytics tools for website functionality. They do not sell your personal information, but may share it with contractors, legal authorities, or in business transactions as allowed by law, and they take steps to secure your data. The policy also explains how you can opt out of marketing communications and request deletion of your information, and includes special privacy rights for users in certain U.S. states.

OnTrac loyalty program

OnTrac does not have a loyalty program, but it does offer the FasTrac Partner Program, a system that allows businesses to connect their operations to OnTrac’s delivery network through software integrations. It gives companies like online retailers and logistics providers another shipping option alongside major carriers such as UPS or FedEx. While it promises quicker setup and expanded delivery coverage, it ultimately shifts part of the shipping process onto third-party systems and adds another layer for businesses to manage.

Frequently asked questions about OnTrac

The only way to speak to a human agent at OnTrac is through live chat. If the problem is more complicated, it will be handled over email.
OnTrac does not have a customer service phone number.
Yes, it is located at the bottom left-hand corner of the screen. It will first connect you to a bot, with the option to then speak to an agent.
OnTrac is available Monday through Friday from 8 a.m. to 9 p.m., and weekends from 8 a.m. to 8 p.m. Eastern time. OnTrac is closed on Christmas, 26th December and New Years Day.

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