Most fixes take 5 minutes.
Belt tracking, belt tension and a rattle cover nearly everything in the first fortnight, and none of them is a fault. Try these first, or call us and we'll talk you through it.
Mon–Fri, 9am–5pm AEST. Outside those hours, email us and the same team replies.
Three adjustments, not faults.
Every new treadmill needs them, ours included.
The belt drifts to one side
That's tracking, and new belts almost always need it once in the first fortnight as they bed in. The manual shows which bolt to turn and which way. Quarter turns, then walk on it and look again.
The belt slips under your foot
That's tension. Tighten it evenly on both sides, a little at a time. Too tight is worse than too loose, because it loads the rollers.
Something rattles
Usually a bolt that never came fully tight. Go back over the fixings the manual points out and check them by hand after the first week.
It cuts out for no obvious reason
Check what it's plugged into first. A treadmill motor draws hard at start-up, so it needs a wall socket of its own, not an extension lead or a shared power board.
Four habits that keep it running for years.
Use the safety key every time
It's the one thing that stops the belt with someone on it. Leave it clipped on whenever anyone's training.
Vacuum underneath once a month
Dust under the motor cover is the easiest way to age a treadmill early, and the easiest to prevent.
Lubricate the deck on schedule
Yours arrives lubricated, but it isn't a one-off. The manual has the schedule. A dry deck wears the belt, then the motor.
Check the bolts after week one
Then every so often. A new rattle is nearly always a bolt working loose.
Parts come from us.
Call or email with your order number and what you need. We'll tell you the cost and how long it'll take before you commit to anything.
In the first two years, a part covered by the warranty costs you nothing, freight included. After that, the part is still covered for its warranty period and the freight is yours. Read the warranty.
ON:PACE SOYO 5
Questions owners ask.
Something arrived damaged or missing. What now?
Call 1800 950 743 before you go any further, and don't assemble around it. We'll get the part or the treadmill to you. If it was damaged in transit, that's ours to sort out, not yours to prove.
Do I need a technician to visit?
For a major fault in the first two years, no. We send you a replacement machine instead, so there's no visit to book and no wait on a part. For smaller faults, and after two years, we repair it or send the part, and inside the 2-year labour warranty we cover fitting it.
Where do I find the serial number?
On the compliance label on the frame. Have it handy when you call, because it tells us exactly which build you've got.
Can I move it upstairs on my own?
Two people, every time. Most of the weight sits at the motor end, and that's what catches people out on stairs.
It's not the right treadmill for me. Can I send it back?
Yes, within 100 days. That's the 100 Day Money Back Guarantee, and we pay the return freight. It has to go back in its original carton, so keep the box until you're sure.
I bought it from a shop. Do I go back to them?
For anything about the order, like delivery dates, the invoice or a change before it arrives, yes, they're quicker. For a fault, a part or a warranty claim, come straight to us.
Still stuck?
There's no wrong question in the first week. We'd much rather talk you through something simple than have you living with a treadmill that doesn't feel right.