If you have delivery instructions to add to your order, please submit an inquiry after tracking and select “Add Delivery Instructions to Order." This is the best way to communicate instructions to our team and driver. Please note that if your package is out for delivery, the instructions may not be available until the next delivery attempt within 1-2 business days. (If you’re trying to change your address, please contact your retailer – see below for more information).

If your package is delayed, we are working to deliver it safely and soon. If tracking only shows “LABEL CREATED, TRACKING DETAILS WILL BE AVAILABLE ONCE THE PACKAGE ARRIVES AT THE ONTRAC FACILITY,” this means your package has not been received by OnTrac for delivery. Generally, if your status has not changed in 3 business days, please reach out to your retailer for assistance.

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Please notify us by filling out our contact form or contact the live support on the website If tracking says your package is out for delivery, you may leave a note on the door requesting that your package not be delivered.

For security reasons, your retailer will need to approve changes to your delivery address. Please contact your retailer.

We want to help! Please contact the live support. If you still need further assistance, fill out the form on the tracking page with your tracking number and contact details. After you submit the form, you will receive an email with a case number for your reference. Please allow us up to 48 hours to investigate so we can respond to you with the latest information about your package and next steps.