Help
Call us first.
Most of what goes wrong in the first fortnight is a five-minute conversation. You will get someone who knows your machine — not a ticket number and not a callback window.
Call 1800 950 743Mon–Fri, 9am–5pm AEST. Outside those hours, email support@getonpace.com.au and we’ll pick it up the next business day. Line goes live before launch.
Before you call
Three things that are adjustments, not faults.
Every treadmill needs them and ours is no different. Worth trying first — and if any of it sounds like guesswork, call and we’ll walk you through it.
The belt is drifting to one side
Belt tracking. New belts bed in over the first fortnight and almost always need it once. The manual shows which bolt and which way; quarter turns, then walk on it and look again. Don’t chase it with big adjustments.
The belt slips or hesitates underfoot
Belt tension, tightened evenly on both sides. Over-tightening is worse than under — it loads the rollers and you’ll hear it before you feel it.
It cuts out for no obvious reason
Check what it’s plugged into before anything else. A treadmill motor pulls hard at start-up, and an extension lead or a shared power board is the most common cause. Straight into a wall socket, on its own.
Keeping it right
- Leave it plugged in and switched off at the wall when it’s not in use, and use the safety key every time. It’s not a formality — it’s the only thing that stops the belt with somebody on it.
- Vacuum under it monthly. Dust under the motor cowl is the single most preventable cause of a treadmill ageing badly.
- Lubricate the deck on the schedule in the manual. Yours arrived lubricated; it’s not a one-off. A dry deck is what kills belts and then motors.
- Check the fixings after the first week, then occasionally. A rattle is nearly always a bolt that never came fully up.
Spares
Parts come from us, not from a factory overseas. Call or email with your order number and what you need, and we’ll tell you what it costs and how long it takes before you commit to anything.
In the first two years, a part covered by the warranty costs you nothing — including the freight both ways. After that the part is still covered within its period and the freight is yours. Wear parts, the belt and the deck among them, are not covered at all, but we still stock them.
Good to know
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 machine to you — and if it arrived damaged in transit, that’s on us to sort out, not something you’ve to prove.
Do I need a technician to visit?
For a major problem in the first two years, no. We send a replacement machine and sort the faulty one out at our warehouse — no visit to book and no wait on a part. After that, and for smaller faults, we repair it or send the part, and inside the labour period we cover fitting it.
Where do I find the serial number?
On the compliance label on the frame, which also carries the rated power input in watts and the electrical ratings. Have it with you when you call — it tells us exactly which build you’ve.
Can I move it upstairs on my own?
Two people, every time. The weight is concentrated at the motor end rather than spread through the frame, which is what catches people out on a staircase.
It’s not the right machine for me. Can I send it back?
Within 100 days of purchase, yes — that’s the 100 Day Money Back Guarantee, and it’s a different thing from a fault. It has one condition worth knowing before you flatten the box.
I bought it from Cardio Online. Do I go back to them?
For anything about the order — delivery, the invoice, a change before it arrives — yes, they are quicker. For a fault, a part or a warranty claim, come to us. You never have to go back through the shop to reach 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 machine that doesn’t feel right.
Mon–Fri, 9am–5pm AEST