LaserShip rebranded as OnTrac in 2023. No official lost package claim process appears in available sources. U.S. consumers should start with the merchant or retailer that shipped the package, not the carrier directly.
LaserShip Rebranding and Current Status
LaserShip merged with OnTrac in 2021 and fully rebranded by 2023, with lasership.com redirecting to ontrac.com. The service now operates as OnTrac. No specific lost package procedures from OnTrac are confirmed in official documentation.
OnTrac acts as a last-mile carrier for retailers like Amazon or other e-commerce platforms. U.S. consumers facing lost packages should verify the origin shipper, as carrier inquiries support but do not replace merchant resolution.
What Controls a Lost Package Claim
Merchant or platform refund policies control lost package claims when LaserShip/OnTrac handles final delivery. For example, if shipped via UPS to LaserShip/OnTrac or directly from a retailer, the retailer's policy sets eligibility, deadlines, and evidence needs--not the carrier. No LaserShip/OnTrac-specific claim process or liability limits are documented officially.
| Controlling Factor | Details |
|---|---|
| Primary | Merchant/retailer refund policy (e.g., Amazon A-to-Z Guarantee if applicable) |
| Secondary | OnTrac tracking inquiry for status support |
| Not Controlling | Direct OnTrac/LaserShip refunds or USPS rules |
Practical Next Steps
Gather your tracking number, order confirmation, purchase receipt, and photos of the delivery area if marked delivered but missing. Contact the merchant or platform first--request a refund or replacement under their policy.
If the merchant needs carrier confirmation, submit an OnTrac inquiry via ontrac.com for issues like "tracking shows delivered; package not received."
Evidence Checklist:
- Tracking number and screenshots
- Order ID and receipt
- Delivery attempt photos or porch notes
- Merchant support ticket reference
Escalate denied merchant claims to your credit card issuer for a billing dispute or the platform's resolution center, but only after merchant denial.
Historical context includes reports of delivery complaints with LaserShip, such as BBB data from 2020 noting hundreds of cases, though post-rebrand changes may apply.
What Does Not Control Your Claim
No direct consumer refund process appears in available evidence for LaserShip/OnTrac. USPS or USPIS mail claim rules do not apply, as OnTrac operates as a private parcel carrier. Credit card chargebacks serve as escalation after merchant refusal, not the starting point.
No Colombia, EU, or other non-U.S. rules govern these claims for U.S. deliveries.
FAQ
Where do I file a LaserShip lost package claim?
Start with the merchant or retailer. Use OnTrac inquiries at ontrac.com only for tracking support.
Is LaserShip still operating in 2026?
No--rebranded as OnTrac since 2023.
What if the merchant refuses my claim?
Pursue platform dispute or credit card billing dispute with your evidence.
Does OnTrac offer customer service for claims?
Check ontrac.com for current contact options.