OnTime tracking

What is OnTime?

OnTime, formally known as Ontime Logística Integral, is Spain's largest logistics group operating under 100% Spanish capital. The company traces its origins to 1991, when Carlos Moreno de Viana-Cárdenas began leading the logistics operation that would eventually become the OnTime group. The holding company, Ontime Corporate Union SA, was formally constituted in Madrid in 2015, providing the corporate umbrella for a growing portfolio of operating companies. Over more than three decades, the group evolved from a regional transport operator into Spain's dominant independent logistics conglomerate, covering every segment of the supply chain from individual parcels to full trailer loads.

The company defines its activity as customized integral logistics for large corporations, and its service portfolio reflects that breadth. It spans parcel and pallet delivery, full truckload transport, dedicated corporate logistics, warehousing, industrial and pharmaceutical logistics, e-commerce distribution, sustainable urban last-mile delivery, multimodal transport, and specialist handling of dangerous goods. This scope, combined with a clear focus on large business accounts rather than occasional retail shippers, distinguishes OnTime from standard courier operators active in the Spanish market.

The years between 2020 and 2024 were the most transformative in the company's history, driven by an aggressive acquisitions strategy. Key deals during that period included Destina Logística in February 2020, Gallastegui in September 2020, Acotral at the end of 2021, Envialia in February 2023, and Capitrans in summer 2023. The combined effect of these acquisitions and organic growth produced an increase of 764 million dollars in revenue over four years, representing a 538% expansion. The group continued this trajectory with further acquisitions in 2024 and 2025, including Transparets, Transportes Alfredo Caballero, SJL, Vicarli, and Socibus.

• Founded: 1991, under the leadership of CEO Carlos Moreno de Viana-Cárdenas; the holding company Ontime Corporate Union SA was formally constituted in Madrid in 2015
• Headquarters: Avenida Marconi 1-4, 28021 Madrid, Spain
• Capital ownership: 100% Spanish capital, with no foreign parent company
• Vehicle fleet: Over 6,000 vehicles, with 97% of heavy tractors meeting EURO 6 emissions standards and more than 179 electric or ECO-labeled vehicles in service
• Warehousing: More than 400,000 square meters of warehouse space across the group, with a central Madrid facility on a 30,000 m2 plot that includes a 9,000 m2 cross-docking installation
• Network: 77 own delegations and more than 250 collaborative partner centers across Spain, Portugal, and Morocco
• Sustainability: Lean and Green 3-Star award (35% greenhouse gas reduction achieved); EcoVadis Bronze Medal; signatory of Amazon's Climate Pledge since May 15, 2023
• Proximity Points: Over 2,000 pickup locations for parcel collection distributed across the Iberian Peninsula

OnTime's market position rests on operating what the company describes as the largest vehicle fleet on the Spanish market distributed across a dense network of proprietary branches and partner centers covering the Iberian Peninsula, the Balearic and Canary Islands, Portugal, and Morocco. CEO Carlos Moreno has publicly stated the ambition to extend this footprint across Europe and become a key logistics player on the continent by 2032, with a series of international acquisitions already underway to support that goal.

Which countries does OnTime deliver to?

OnTime's primary operating geography covers the entire Iberian Peninsula, including the Balearic Islands and the Canary Islands, along with Portugal and Morocco. This territory is served by 77 proprietary delegations and more than 250 collaborative partner centers, giving the group a combined presence at well over 1,000 accessible locations across the region. Within Spain, the branch network reaches all major metropolitan areas and provincial capitals, with recent expansions adding delegations in Jerez de la Frontera, La Carolina, Santander, Crevillente, Albacete, Quart de Poblet and Tarragona, among other locations. In 2024 alone, the group opened 13 new logistics centers across the Iberian Peninsula.

Beyond the Iberia-Morocco footprint, OnTime has been building international capabilities through partnerships and targeted acquisitions. The strategic collaboration with Cretschmar Española, a subsidiary of German freight forwarder L.W. Cretschmar Süd, connects OnTime's Iberian and Moroccan network to a pan-European groupage infrastructure, with Germany serving as the central hub for Northern and Eastern European freight flows. The acquisition of Capitrans added specialized temperature-controlled corridor capacity between Iberia and the United Kingdom. The 2025 acquisition of Vicarli opened access to intercontinental markets in the United States, Mexico, Chile, and Costa Rica.

• Spain (mainland): Full coverage of all provinces, autonomous communities, and provincial capitals, including both urban and rural areas
• Balearic Islands: Mallorca, Menorca, Ibiza, and Formentera, integrated into the national delivery network
• Canary Islands: All seven main islands, served within the national network structure
• Portugal: Full national coverage through OnTime's own delegations on the Iberian Peninsula
• Morocco: Direct coverage via OnTime's own delegation network, treated comparably to domestic Iberian services
• Continental Europe: France, Germany, Italy, Belgium, the Netherlands, and other European countries via the Cretschmar Española partnership network
• United Kingdom: Served through the temperature-controlled and standard freight capacity added by the Capitrans acquisition
• Americas: United States, Mexico, Chile, and Costa Rica, through the capacity brought by the 2025 Vicarli acquisition

For European destinations outside the Iberian Peninsula and Morocco, OnTime routes shipments through its partnership with Cretschmar Española, which integrates both networks under a single digital process with real-time data sharing across borders. The company's planned acquisitions for 2025 include at least one deal intended to integrate OnTime into one of Europe's most recognized international transport networks, consistent with the group's stated goal of becoming a leading European logistics operator before the end of the decade.

What are the OnTime services and delivery times?

OnTime organizes its service portfolio into five main divisions. The first, P&P, Parcel and Pallet covers the core delivery activity across four tiers. The XS tier handles express small-parcel delivery for individual packages in both B2B and B2C contexts. The XP tier manages industrial pallet transport for palletized freight across the national network. The XL tier is designed for bulky, oversized, or heavy items that require special handling, including goods that need assembly or installation at the point of delivery. The ADR tier covers specialist transport of dangerous goods and hazardous materials under international ADR road transport regulations, a capability reinforced by the 2020 absorption of Destina Logística.

The second division covers full truckload transport and dedicated vehicle services for clients requiring exclusive use of transport capacity. The Acotral acquisition, completed at the end of 2021, significantly expanded this area and made OnTime one of Spain's leading full-load operators, including as a major supplier to the Mercadona supermarket chain. Temperature-controlled full loads for food, pharmaceutical, and chemical products are handled through the Capitrans-derived network. The third division provides specialist industrial logistics for sectors including FMCG, pharmaceutical supply chains, and APQ chemical and hazardous product storage, covering warehousing, order preparation, inventory management, and regulated distribution.

The fourth division, called Mensajería del Futuro, covers urban and e-commerce logistics. This includes last-mile delivery in city environments using electric and low-emission vehicles through the Ontime Proximity brand end-to-end e-commerce fulfillment, and a network of more than 2,000 Proximity Points across the peninsula where recipients can collect packages at participating local retailers and commercial establishments. The fifth division offers auxiliary and multimodal services, with land rail, air, and maritime transport options available for corporate clients with specialized or international routing requirements.

• Express small parcel (XS): Next-day (24-hour) delivery for urgent shipments within Spain; standard national transit of 48 to 72 hours for most destinations
• Industrial pallet (XP): National pallet transport within 24 to 72 hours depending on origin and destination
• Voluminous/bulky items (XL): Specialized handling for oversized goods, with transit times aligned to the national network schedule and auxiliary services at the delivery point if required
• Dangerous goods (ADR): Specialist ADR-compliant transport with regulatory documentation and handling protocols for hazardous materials
• Full truckload (FTL): Dedicated full-load transport, including temperature-controlled options for food, pharmaceutical, and chemical products
• E-commerce and last-mile: B2C delivery with same-day options in select urban areas via the Proximity network; 24 to 48 hours for most urban destinations
• Portugal and Morocco: Transit times broadly aligned with domestic Spanish service, given the integrated operational footprint across the Iberian Peninsula
• International (Europe and beyond): 3 to 7 business days depending on the destination country, service level, and whether customs clearance is required

Standard delivery hours are Monday to Friday from 9:00 AM to 7:00 PM. Same-day delivery is available in selected urban areas through the Proximity last-mile network. Customer service operates Monday to Friday from 9:00 to 19:00 and Saturday from 10:00 to 19:00, covering queries related to active shipments, redelivery scheduling, and account management.

What are the OnTime rates and maximum dimensions accepted?

OnTime's pricing model is built around the specific characteristics of each shipment. Rates are calculated on the basis of actual weight, volumetric weight derived from length multiplied by width multiplied by height divided by the applicable volumetric coefficient, the origin-destination pair, and the selected service tier. The company's primary commercial focus is on large corporate clients, and tariffs are generally negotiated on a contractual basis tailored to shipment volume, frequency, and service requirements rather than published as open retail price lists.

For retail customers and smaller businesses, OnTime's services are accessible through intermediary aggregator platforms such as Packlink, where discounted rates are offered based on the aggregator's volume agreements with the carrier. The specific maximum weight and dimension thresholds for each service tier are managed through the client portal and direct commercial agreements. The XS tier targets standard parcel sizes, the XP tier covers palletized industrial freight, and the XL tier accommodates oversized or bulky goods that fall outside standard parcel parameters.

• Pricing basis: Actual weight or volumetric weight, whichever is greater, combined with origin-destination zone and selected service tier
• XS (express small parcel): Standard parcel dimensions; specific thresholds managed through the client portal and commercial agreements
• XP (industrial pallet): Palletized freight; dimensions and weight limits defined contractually based on vehicle and handling capacity
• XL (voluminous/bulky): Oversized or heavy items requiring special handling; subject to individual quotation based on dimensions and delivery requirements
• ADR surcharges: Dangerous goods shipments carry additional charges reflecting specialist handling, regulatory compliance documentation, and liability requirements for hazardous materials
• Corporate pricing: Negotiated rates based on annual volume estimates, weight distribution, and primary origin-destination corridors; not publicly listed
• Retail access: Available through logistics aggregator platforms at discounted rates relative to standard tariffs

The absence of publicly posted standard retail rates reflects the company's positioning as a corporate logistics operator. Businesses requiring rate information are directed to OnTime's commercial teams for tailored quotations based on their operational profile, which typically covers annual shipment volume, weight distribution across tiers, and principal origin-destination corridors. This approach is consistent with the group's focus on long-term contractual relationships with large accounts.

What are the OnTime delivery options?

OnTime offers several delivery and collection modalities adapted to both B2B corporate clients and B2C e-commerce recipients. Standard home or address delivery is the default option, with delivery personnel operating on weekdays between 9:00 AM and 7:00 PM. Proof of delivery is captured electronically for all standard services. For business shipments and high-value deliveries, a recipient signature is the standard practice at the point of handover, and this signature data is integrated into the tracking system and linked to the shipment reference.

The Ontime Proximity network extends the options available to end consumers, with more than 2,000 Proximity Points distributed across the Iberian Peninsula. These locations are based in participating neighborhood retailers and commercial establishments, allowing recipients to collect their packages at a convenient local point when home delivery is not possible or when greater flexibility is preferred. This pickup-point network is particularly relevant for B2C e-commerce deliveries and forms a core part of OnTime's urban distribution strategy under the Mensajería del Futuro division.

• Home delivery: Door-to-door delivery to the recipient's registered address, Monday to Friday from 9:00 AM to 7:00 PM, with electronic proof of delivery captured at handover
• Proximity Points: Over 2,000 collection points at participating local retailers across the Iberian Peninsula, available for B2C parcel collection at the recipient's convenience
• Delegation collection: Recipients can collect packages held at an OnTime delegation or logistics facility when home delivery has been unsuccessful or when the recipient prefers direct collection
• Signature on delivery: Required for business shipments and high-value packages; recorded electronically in the tracking system
• Redelivery after failed attempt: When delivery is unsuccessful (NR-DLV status), OnTime will reattempt delivery or hold the shipment at a nearby delegation or Proximity Point, notifying the recipient with collection instructions
• Customer notifications: Post-purchase status updates via email and WhatsApp, available through integrations with platforms such as WeShip Track for businesses using OnTime as their carrier

Specific delivery time slots for home deliveries are not a broadly advertised standard feature across all service lines. Corporate clients operating under dedicated service agreements may have access to scheduled delivery windows as part of their contractual arrangements. The integration with WeShip Track allows businesses to offer branded tracking experiences and automated shipment notifications to their own end customers, extending visibility beyond OnTime's core tracking portal.

What should I do if my OnTime parcel is lost or damaged?

To file a claim for a lost, damaged, or significantly delayed shipment, customers must either access the online claims form through OnTime's client area or contact customer service directly through one of the available channels. The claims form requires the tracking or shipment reference number, the date of the incident or the shipment, and a clear description of the problem. For damage claims, supporting documentation such as photographs of the damaged goods or packaging is expected alongside the submission, as visual evidence is a standard requirement for processing damage assessments.

Claims should be submitted as promptly as possible after the incident is identified, given that the evidentiary requirements for loss and damage claims are typically time-sensitive under standard carrier liability rules. For shipments reported as lost, the tracking reference number and the estimated date of last known movement are the key inputs needed to open the carrier's internal investigation. For damaged goods, documentation of the declared value and photographic evidence of the damage are the primary supporting materials required.

• Telephone (freephone): 900 80 19 29, available Monday to Friday from 9:00 to 19:00 and Saturday from 10:00 to 19:00
• Telephone (alternative): 902 20 20 28
• WhatsApp: +34 689 620 151
• Online claims form: Available through the client area on the OnTime website, under the claims submission section of the portal
• Required information: Tracking or shipment reference number, date of the incident, description of the problem, and supporting documentation such as damage photographs or proof of declared value
• Physical address: Avenida Marconi 1-4, 28021 Madrid, Spain

Consumer review platforms record that the most frequent complaints submitted against OnTime concern delivery issues, particularly failed delivery attempts or delays in transit, rather than billing disputes or claims processing problems. This pattern is typical for high-volume carriers handling millions of annual shipments across a large national network. The company's customer service function covers queries about active shipments, claims processing, and account management during the hours stated above.

Does OnTime handle international shipments and customs formalities?

OnTime's direct international coverage spans the Iberian Peninsula, Portugal, and Morocco, where the company operates its own delegations and handles cross-border shipments end-to-end using its own network. For these destinations, the level of service integration is broadly comparable to domestic operations, without reliance on third-party partner carriers for the main portion of the transit. Beyond this core territory, the company has developed international capabilities through a combination of strategic partnerships and targeted acquisitions executed between 2020 and 2025.

The primary vehicle for European expansion is the strategic collaboration with Cretschmar Española, a subsidiary of the German freight forwarder L.W. Cretschmar Süd. This partnership links OnTime's Iberian and Moroccan network to a pan-European groupage and freight infrastructure, with Germany acting as the central hub for Northern and Eastern European freight flows. The collaboration includes end-to-end digital process integration and real-time data sharing across the networks of both companies. The Capitrans acquisition added dedicated temperature-controlled transport capacity between Iberia and the United Kingdom, as well as broader European markets, covering cold-chain requirements for food, pharmaceutical, and perishable goods.

For international shipments requiring customs clearance, standard documentary requirements apply. Commercial invoices and appropriate customs declarations must accompany shipments, with the applicable customs terms negotiated contractually with corporate clients. OnTime's ADR capability means the company is equipped to handle cross-border movement of dangerous and chemical goods subject to international regulatory frameworks for road, rail, and maritime transport of hazardous materials. The 2025 acquisition of Vicarli extended the group's reach to the United States, Mexico, Chile, and Costa Rica, with Vicarli bringing established commercial footholds and a fleet of over 200 vehicles and 19 logistics warehouses exceeding 110,000 square meters in those markets.

• Portugal and Morocco: Direct delivery via OnTime's own delegation network, with transit times broadly aligned to domestic Iberian services
• Continental Europe: Served via the Cretschmar Española partnership network, connecting to groupage and freight infrastructure across France, Germany, Italy, and other European countries
• United Kingdom: Temperature-controlled and standard freight via the Capitrans-derived network
• Americas: United States, Mexico, Chile, and Costa Rica through the Vicarli acquisition completed in 2025
• Customs documentation: Commercial invoices and customs declarations required for shipments to destinations outside the European Union; delivery terms negotiated contractually with corporate clients
• Hazardous goods (international): ADR-compliant cross-border handling available for dangerous and chemical goods under applicable international regulatory frameworks
• Multimodal options: Road, rail, air, and maritime transport available for international shipments based on urgency, volume, and destination requirements

Understanding tracking statuses

When you track an OnTime shipment online, the system displays status updates at each stage of the journey through the carrier's network. These statuses are accessible through the OnTime client portal as well as through third-party tracking aggregators including Packlink. The tracking identifier accepted by the system may be a tracking number, a shipment ID, a PRO number, or an order ID, depending on the service type and the channel through which the shipment was originally booked.

The statuses displayed reflect the key operational events a shipment passes through, from initial registration in the system to final delivery confirmation or notification of an issue requiring action. Each update is time-stamped and indicates the stage or location within the OnTime network at which the event was recorded. Below are the main statuses and their meanings.