Support
One number, answered here.
Warranty claims are assessed here and parts ship from here. Nobody's routing you to a factory overseas.
Write
ON:PACESuite 1208/530 Little Collins Street
Melbourne VIC 3000
Also the address for a written warranty claim.
What to have ready
- Your order number, and roughly when the machine arrived.
- The model — SOYO 5, KAZE 5 or KAZE 7 — and the serial number from the compliance label on the frame.
- A short description of what the machine is doing, and a photo or a few seconds of video if you can.
Most first-week calls turn out to be a setup question, not a fault. Belt tracking and belt tension especially — we'll talk you through both on the phone.
Making a warranty claim
Call or email with your order number and what the machine is doing. We work out together whether it's a major problem or a smaller one, then send a replacement or the part.
Going through whoever you bought it from is usually quickest. But you can always come straight to us — that's why our details are on the warranty document in the box.
Sending a machine back
For 100 days after you buy it, you can send a machine back because it's not the one for you. That's the 100 Day Money Back Guarantee, and it's a different thing from a fault. One condition, worth knowing before you flatten the box.
Where you bought it
ON:PACE is sold through Cardio Online Superstore. Delivery timing, order changes and invoices go to them. Faults, parts and warranty come to us.