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Help Centre
Frequently Asked Questions
Find answers to common questions about parcel tracking, shipping, deliveries and our logistics services.
Tracking Your Parcel
How can I track my parcel?
Visit our Track Parcel page and enter the tracking number
provided to you. Submit the number to view the available
shipment information.
Where can I find my tracking number?
Your tracking number should be provided by the sender or
the person who arranged your shipment. Contact the sender
if you have not received it.
Why is my tracking information not updating?
Tracking information may take time to update after a parcel
is registered, collected or scanned. If the information
remains unchanged, contact our support team.
What should I do if my tracking number is not recognised?
Check that you entered the correct tracking number without
extra spaces. If the problem continues, contact the sender
or our support team.
Shipping and Delivery
What shipping services do you offer?
Our listed services include parcel delivery, express shipping,
international shipping, e-commerce logistics and business
shipping solutions. Contact us to confirm service availability.
How long does delivery take?
Delivery time depends on the destination, shipping service
and shipment arrangements. Contact our team for information
about your particular shipment.
Can I change my delivery address?
Address changes may depend on the current shipment status
and delivery arrangements. Contact our team as soon as
possible with your tracking number.
What happens if I am unavailable when my parcel arrives?
Delivery arrangements depend on the applicable service
and destination. Contact our team for guidance regarding
your shipment.
Shipment Support
What should I do if my parcel is delayed?
Check the latest tracking information first. If you need
further assistance, contact our team and provide your
tracking number.
How can I report a damaged or missing parcel?
Contact our support team with your tracking number and
relevant shipment details. Include photographs if your
parcel arrived damaged.
How can I contact OnTrac?
Visit our Contact Us page to find our available phone,
email and business contact information.
Still Have Questions?
Our team is available to assist with shipment enquiries, tracking questions and general service information.
Contact Us