OnTrac tracking status

OnTrac says delivered but no package: what to do

The short answer

Take action

Tracking says delivered, yet there is no package at your door, so check the delivery photo and the description first. It may be somewhere on your property, next door or at another address, or someone may have taken it. Start looking today.

When to act: If the package has not turned up by the end of the next day, file a complaint and we send it to OnTrac.

Also shown as: “Delivered” · “Delivered.” · “The package was delivered. Thank you for using Ontrac.”

What to do now

On the tracking page, read the 'Signature/Description' field and open the delivery photo if there is one. Does it show your door and your house number?
Look around the side doors, garage, plants and mailbox area, then ask neighbors and any front desk or mailroom.
Check your doorbell or security camera around the delivery time on the tracking page.
Knock at any house you recognize in the photo.
Save screenshots of the delivery line, its time and the photo, and keep your order number.
Still not sorted? File your complaint here. We write it with you and send it to OnTrac, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

OnTrac's tracking page shows a 'Signature/Description' field, such as 'Front Door', and a 'See photo of delivery' link when there is a photo. Those are the driver's record of the drop, and they are your first clues. OnTrac's terms also mention deliveries with no signature, which the shipper can authorize, so that record may be all there is.

OnTrac's FAQ says a report of a package marked delivered but not found opens an investigation, with follow-up by email. Its support page asks for up to 48 hours. After more than 2 business days with no update or location, it points to the retailer. People also report photos that show a different house or just grass, and a 'Delivered' line with no photo at all. A shared chat shows the kind of reply to expect: 'Our records indicate package was delivered'.

Why it happens

Left at a side door, behind a planter, in a lobby or by the mailbox
Taken in by a neighbor, a family member or a front desk
Left at a different address, as some delivery photos suggest
Marked delivered although it has not reached you yet, as people report
Taken from the doorstep after the drop

What usually happens next

A neighbor or a front desk may simply be holding it. If not, OnTrac's terms point recipients to the company that shipped the package for a replacement or refund. Shared reports show sellers refunding or replacing after OnTrac found nothing, and also sellers refusing because tracking says delivered, so the proof you keep matters.

Other OnTrac statuses

Label createdKeep an eye on it
Arrived at FacilityNormal
Out for DeliveryKeep an eye on it
Delayed. Delivery date updatedKeep an eye on it
ExceptionKeep an eye on it
Tracking not updatingKeep an eye on it
Delivery attemptedKeep an eye on it
Incomplete address. Please contact usTake action
Returning package to the shipperTake action

All OnTrac statuses →

Who is responsible for a late or missing package from OnTrac?

If you bought online from a business, the seller chose OnTrac and is its customer, so a late, lost or missing order is in most cases for the seller to put right, with a replacement or a refund. OnTrac's own terms point the same way: claims have to come from the shipper, and a recipient should turn to the company that shipped the package for a replacement or refund.

If you sent the package yourself on an OnTrac account, your contract is with OnTrac under its Service Terms and Conditions, unless you have a separate written agreement. Those terms limit its liability for loss, damage or misdelivery to the lesser of the replacement cost or $100 per parcel, and promise no delivery on a specific day. OnTrac also accepts no liability when the shipper authorized leaving a package without a delivery signature.

Questions about “Delivered but not received”

Why does OnTrac say delivered when I have no package?

The stop was recorded as delivered. It may be somewhere nearby or with a neighbor, or it may have gone to another address or been taken after the drop. The description and photo on the tracking page are the place to start.

Does OnTrac always take a delivery photo?

The tracking page has a 'See photo of delivery' link, but people report deliveries with no photo. If there is none, the 'Signature/Description' field is your next clue.

What if OnTrac delivered to the wrong address?

A photo of a house you know tells you where to ask first. Keep the delivery photo and take a picture of your own front door, because the two side by side show the difference.

Who refunds me if OnTrac marks my package delivered and I never got it?

In most cases the seller, as OnTrac's customer. OnTrac's terms say a recipient should turn to the company that shipped the package for a replacement or refund. People also report sellers refusing because tracking says delivered, so keep your screenshots: they show what tracking said and when.

Based on

OnTrac: Frequently Asked Questions
OnTrac: Customer care and support (tracking updates, up to 48 hours to investigate)
OnTrac: Tracking page (status lines, text alerts, delivery instructions)
OnTrac: Additional Terms and Conditions (three attempts, undeliverable shipments, claims by the shipper, signatures)
OnTrac: Delivered example on its tracking page
Reddit r/ontrac: 'delivered' with a photo of grass
Reddit r/ontrac: marked delivered with no photo
Reddit r/ontrac: delivery photo of a different house
Reddit r/ontrac: seller refund after a stalled package
Reddit: chat with 'Our records indicate package was delivered'
Reddit r/ontrac: seller refused a refund because tracking said delivered
OnTrac: Service Terms and Conditions (liability limit, no guaranteed delivery day)