Verified: March 4, 2026 01:40 pm ET
Industry: Package Delivery Services
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on Google. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. OnTrac (formerly LaserShip) staff will never ask for your account password, PIN, or payment card details over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: Contact OnTrac Customer Service via their Help Center at ontrac.com/support. You can use their live chat virtual assistant, or bypass the portal using their direct routing numbers:
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General Support (Phone): 1-800-334-5000
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Text Support (SMS): Text “track my package” to 205-855-5110
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Source Verification Note: OnTrac Support
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Availability: Live customer service agents and chat support are available Monday - Friday: 8:00 AM to 9:00 PM ET and Saturday - Sunday: 8:00 AM to 8:00 PM ET.
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Timeline: OnTrac aims to resolve standard customer service inquiries and package traces within 5 to 7 business days.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If your missing package claim is denied and standard support is unsuccessful, you must send a formal written “Notice of Dispute” detailing your claim via certified mail to their corporate legal headquarters: LaserShip, Inc. dba OnTrac Final Mile, Attn: Legal Department, 14850 Thompson Rd., Chantilly, VA 20151.
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Source Verification: OnTrac Terms & Conditions
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Timeline: Once received, OnTrac’s legal and executive customer relations teams have a standard informal resolution window (typically 15 to 30 days) to investigate and attempt to resolve the dispute before you proceed to legal action.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a complaint at any time after attempting to resolve the issue with OnTrac directly. Regulatory agencies will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the OnTrac Terms and Conditions. Unless you have a specific written agreement stating otherwise, OnTrac places strict caps on their shipment liability (often limited to $100 per package). Furthermore, you are required to formally dispute invoice issues within 15 days.
- Court/Arbitration: If your internal claim is denied, you may file a lawsuit in Small Claims Court for claims below your state’s limit, provided you file the suit within the legal timeframe outlined in their service guide. For larger disputes, you may be bound by arbitration clauses depending on the specific retailer’s shipping agreement you utilized.
Community Action: Is OnTrac (LaserShip) still ignoring your missing package claim? Reply below (do not share your tracking numbers or personal addresses), and our community will point you to the right legal templates!