What Should I Do If My OnTrac Package Is Marked Delivered But I Haven't Received It?

Modified on Fri, 16 May at 5:49 AM

We're sorry to hear you haven't received your package even though OnTrac tracking shows it as "Delivered." Here are the steps we recommend you take:

1. Double-Check Around Your Property:Sometimes carriers leave packages in less obvious places to protect them from weather or theft. Please thoroughly check:

All entrances, including back or side doors.
With household members, roommates, or building reception/mailroom staff.
Behind planters, under benches, or other discreet spots near your delivery location.
With your immediate neighbors, in case it was misdelivered nearby.

2. Wait One Business Day: Occasionally, a package might be scanned as "Delivered" slightly before it physically arrives at your doorstep. Waiting one full business day can sometimes resolve this.

3. Contact OnTrac Directly:If you still haven't located your package after these checks, the next step is to contact OnTrac customer service. They have the most direct information regarding the delivery and can initiate a trace or speak with the delivery driver.

You can typically reach OnTrac customer service via their website or by phone (please search for "OnTrac customer service" for their current contact details).
Have your OnTrac tracking number ready when you contact them.

4. What If OnTrac Cannot Locate the Package? If OnTrac confirms they cannot locate your package after their investigation (usually takes a few business days), please contact Skybound support. Let us know your Skybound order number, your OnTrac tracking number, and the outcome of your communication with OnTrac. We will then assist you with the next steps, which may include filing a lost package claim with OnTrac on your behalf or discussing replacement/refund options.

Please note: We typically require you to contact the carrier (OnTrac) first, as they are best equipped to investigate specific delivery issues.