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.
How to reach a person at OnTrac
OnTrac Responsiveness rating
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What you need to know about OnTrac
OnTrac customer service is inconsistent in terms of response times and resolution.
- OnTrac’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with OnTrac with our insider guide or through our executive contacts.
- Here are our frequently asked questions about OnTrac.
OnTrac customer service response times
| Phone support (703) 348-8441 | OnTrac does not have phone support, but it does have text support. Response times: 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 | OnTrac only provides email access through its live chat system. Response times: 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 | Live chat is located on the bottom right-hand corner of the screen. Response times: 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 | |
| Help center/FAQ | OnTrac’s FAQ page provides quick answers to common questions regarding package tracking, OnTrac, customer service, and package delivery drivers. |
How to resolve a problem with OnTrac
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.OnTrac mailing address
14850 Thompson Rd
Chantilly, VA 20151
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.
OnTrac social media channels
OnTrac executive customer service contacts
Primary Contact
Tom Mara
Vice President of Customer Success
14850 Thompson Rd
Chantilly, VA 20151
tmara@ontrac.com
Secondary Contact
Akash Chauhan
Chief Operating Officer
14850 Thompson Rd
Chantilly, VA 20151
achauhan@ontrac.com
Chief Executive
Michael (Mike) Brown
14850 Thompson Rd
Chantilly, VA 20151
michael@ontrac.com
How do I email LaserShip?
Email LaserShip at invoicedisputes@ontrac.com.
Does Ontrac have live chat with an agent?
Yes, OnTrac’s live chat can be found on the bottom-left side of the website. It is available Monday through Friday from 8 a.m. to 9 p.m. Eastern Time, and Saturday and Sunday from 8 a.m. to 8 p.m. Eastern Time.
Ontrac’s customer service is not available on Christmas Day, December 26th, or New Year’s Day.
What is LaserShip delivery service?
LaserShip is a regional last-mile delivery service that primarily operates on the East Coast of the United States. It delivers packages for e-commerce companies, including same-day and next-day delivery services.
Is LaserShip the same as OnTrac?
LaserShip and OnTrac have officially merged and are now operating under a single name: OnTrac.
How to get professional help with your OnTrac problem
If you need help with OnTrac, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
