Is OnTrac a Scam?

If you’re thinking of using OnTrac, you need to know whether it’s safe. Is OnTrac a scam? 

Below, we explain whether OnTrac is a scam and discuss some steps you can take to improve your safety when using this regional carrier. 

What Is OnTrac?

OnTrac is a US-based regional carrier. 

It is used by major retailers like Walmart, Target, Nike, etc., as a last-mile delivery partner. 

The company is seen as an alternative to FedEx, UPS, and USPS. 

Is OnTrac a Scam?

OnTrac is a legitimate, US-based delivery company. However, it has a very poor reputation among customers. 

Customer reviews of OnTrac are mostly negative:

• 1.1 out of 5.0 stars (from 3,100 reviews) on Trustpilot.
• 1.1 out of 5.0 stars (from over 3,800 reviews) on Yelp.
• 1.1 out of 5.0 stars (from over 10 reviews) on REVIEWS.io.
• 1.1 out of 5.0 stars (from over 1,400 reviews) on Sitejabber. 
• 1.0 out of 5.0 stars (from over 50 reviews) on ResellerRatings.
• 1.03 out of 5.0 stars (from over 1,700 reviews) on Better Business Bureau.  

The few positive reviews (for example, only 2% of reviews on Trustpilot are 5-star reviews as of this writing) praise on-time delivery and careful handling. 

Negative reviews say that the service is not reliable, and many claim their deliveries have gone missing. Some also allege that their packages were opened and items were missing. Several note the reckless handling of their packages. 

No real customer service is an almost universal complaint. 

On online forums like Reddit, people report mainly negative experiences with OnTrac. 

In a Reddit thread titled “Does anyone have a positive experience with OnTrac?”, people say their packages never arrived or were significantly delayed, and some say that their packages were marked as delivered when they weren’t. 

One Redditor says:

“My package was “delayed” then “delivered “ but not delivered a week later. Pretty expensive item too. Visa is taking care of it for me.”

Several note that customer service is essentially non-existent. 

A handful of people say that OnTrac provided them with good service.

One user writes:

“I’ve had nothing but good service with them. Very fast shipping, and they deliver my stuff very early in good condition!” 

OnTrac is Better Business Bureau accredited and holds an “A+” rating at the time of writing. BBB ratings are a reflection of how the BBB thinks a company interacts with its customers.

As of this writing, OnTrac has received a total of 2,727 complaints on the BBB website over the last three years, 799 of which have been closed in the past 12 months. 

The most common complaint is regarding packages marked as “delivered” but never received. Multiple customers allege that tracking shows delivery, but security footage confirms that no driver ever showed up. Customers also say they feel like there is no customer support or accountability.  

OnTrac security 

In its privacy policy, OnTrac briefly describes its security controls. 

It states that it maintains “physical, administrative, operational, and technological controls” to protect your personal information. 

The company also notes that it limits access to your personal data to employees, contractors, and other authorized service providers who need this data to provide services to you. 

In mid 2025, OnTrac detected suspicious network activity from earlier in the year, exposing personal data of over 40,000 people, including their names, SSNs, birth dates, driver’s licenses, health insurance, and medical information. 

OnTrac offered affected customers 12 months of free credit monitoring through TransUnion’s Cyberscout service. 

OnTrac privacy

OnTrac explains the kind of data it collects, why, and with whom it shares it in its privacy policy. 

It states it may collect the following information: 

• Contact information (e.g., your name, address, email address, and phone number).
• Account and service usage information.
• Payment information. 
• Device and browsing data. 
• Geolocation data (including precise location). 
• Shipment and delivery details.
• Photos of delivered packages.

The company collects this data when you use its website or services, create an account, place orders, track shipments, contact support, apply for jobs, participate in promotions or surveys, and sign up for SMS alerts. 

OnTrac uses this information to track shipping and delivery, process payments, provide customer support, manage accounts, send you marketing communications (if you opt in), perform data analysis, and process claims.

It says it does not sell or share your data with non-affiliated companies. 

The company does share your data with contractors and vendors that support its services, in response to legal requests, to prevent fraud or illegal activity, in connection with asset sales or bankruptcy, with professional advisors, and with route optimization partners. 

It states that it never shares SMS opt-in data.

OnTrac retains data only for as long as necessary for business purposes or as required by law.

You can request that the company delete your data by emailing them. 

Depending on where you live, you may have additional privacy rights. For example, California residents (and residents of Colorado, Connecticut, Texas, Virginia, and Utah) can request access to, correction of, or deletion of their personal information. 

OnTrac states that it does not sell or share data as defined under California law, so it does not offer an opt-out for that.

So, Should You Use OnTrac?

In some cases (when a retailer chooses OnTrac as its only carrier option), you might not have a choice (except for not shopping with that particular retailer). 

Otherwise, OnTrac may also be a good option if the item is of low value or easily replaceable. 

It may not be the best choice if the item you need delivered is expensive or irreplaceable, or if you need reliable tracking and delivery confirmation.

How to Use OnTrac Safely and Privately 

• See if you can choose an alternative carrier. Some retailers let you choose a different carrier at checkout, or you can contact customer support before an order ships to request an alternative. 
• Pay with a credit card, not a debit card. Credit cards offer stronger dispute protections if a package goes missing.
• Protect your OnTrac account. Create a strong, unique password and don’t reuse it elsewhere in case your account details are exposed in a breach. 
• Use a package locker or pickup point. This can help reduce the risk of “delivered but not received” issues. 
• Verify delivery claims. Check tracking updates and your property when a package is marked as “delivered” so you can file disputes quickly.
• Check your security cameras/doorbell cameras. Security footage can help you disprove delivery claims. 
• Document high-value shipments. Note down order details, tracking numbers, delivery expectations, etc., for expensive items in case you need this information in disputes or chargebacks if items go missing.
• Limit how much personal data you share with OnTrac. Only provide the minimum necessary information when creating your accounts, making orders, or contacting support. This helps reduce how much data is stored about you.
• Turn off location access. Unless required for delivery features, turn off location access to prevent the collection of precise geolocation data.
• Adjust your browser settings to block or limit cookies and tracking. This helps reduce device and browsing data collection.
• Opt out of marketing. Unsubscribe from promotional emails and reply STOP to text messages to prevent marketing from using your contact information.
• Be mindful of what’s on a package’s label. OnTrac warns not to include sensitive information in shipping details, as names and addresses on packages may be visible to others during delivery.
• Monitor delivery photos for privacy. Delivery photos may capture your doorstep area. Review tracking pages to make sure there are no unintended personal details visible.
• Request deletion of your data when no longer needed. Contact OnTrac to delete your personal information once you no longer use the service to limit long-term retention.
• Exercise your privacy rights. Depending on where you live, you may be able to request data access, correction, and deletion. 
• Don’t overshare when giving feedback in surveys. These may be retained to improve services.