FAQ

Got questions?

Awesome! We're more than happy to help you out. Below you'll find the most common questions we get asked and our answers.

Of course, if you don't find the answer to your question below, you can simple email us at sales@onsra.com.au, call (03) 4157 4000 or open the live chat widget at the bottom right of screen.

OK. Let's answer some of those questions for you...

Where's your retail store?

We don't have one!

ONSRA Australia is an online retailer.

That's good news for you.

Why?

Well, it means we can better serve all our Australian customers rather than restricting ourselves to just one small area of the country.

How long will my order take to arrive?

Good question.

The answer is, it depends.

If you're located in a metro area, or on the outskirts of a metro area, delivery will generally take 2-3 business days.

If you live in a remote location, you're looking at an extra 2 business days (so, your order should arrive in around 5-7 business days).

For WA and Tasmania customers, please allow up to 7 business days.

How do I pay for my order?

We accept a variety of payment methods including Mastercard, Visa and Paypal. As well as various Buy Now, Pay Later (BNPL) providers including LatitudePay and MoneyMe!

You can choose your best payment method at checkout.

Do I need to be home for my order?

No, you don't.

If no one at your address is present at delivery, your consignment will be transferred to a nearby depot and a call card will be left with instructions for re-delivery/collection.

You simply follow those instructions and either travel to the depot to pick up your order or organise for redelivery.

What happens if my order turns up damaged?

First up, that sucks.

We do our best to ensure your items show up in pristine condition. But for whatever reason, sometimes stuff just gets damaged.

When your order arrives, inspect the packaging. If you notice any damage you should make note of it before signing for delivery.

If your item(s) do arrive damaged, please send photos to sales@onsra.com.au within 24 hours of delivery and we will process an insurance claim on your behalf.

Alternatively, you can call our team on (03) 4157 4000.

At our discretion we may replace products that arrive damaged, depending on the circumstances and insurance claim.

What happens if an item I order is out of stock?

We keep a close eye on our inventory levels.

But on the rare occasion you make an order and the product/s you order are out of stock, we'll shoot you a quick email to let you know.

Plus, we'll offer you options for swapping over to another similar product or offer you up a refund.

Again, this is rare. But sometimes we sell products so fast that our stock inventory systems can't catch up and fall out of synch.

Don't worry though, if we do run out of an item you've ordered, you'll know very quickly.

Do you offer a return period?

Sure do!

We’re so confident you’ll love your ONSRA Australia product that we offer a 30 day money back guarantee.

In the highly unlikely event you’re not completely satisfied with your purchase inside those first 30 days, and the product your ordered remains in the same as-new condition it was when it was sold to you, then we may (under our discretion) accept a refund request.

If you’d like to take advantage of our money back guarantee, please contact us within 30 days of receiving your order. If we accept your request we will send you a return authorisation number.

We will refund the purchase price (less any shipping charges) once we inspect and accept the product.

We reserve the right to refuse any refund if the returned product is different in any respect to the product delivered, shows any signs of misuse, or is returned to us without following our return policy.
If we reject the product returned to us, we will send it back to you at your cost.

All return postage costs for items posted back to ONSRA Australia for change of mind are at the customer’s expense.

>>>See 30 day money back guarantee policy

What type of warranty do you offer?

All the electric skateboards we stock carry a two year manufacturer warranty.

All other items we stock carry a one year warranty.

If the product you ordered from us doesn’t work right, simply return it to us and we’ll get it fixed for you under warranty. Or provide you with a replacement item.

>>>See the ONSRA Two Year Warranty policy 

Questions before buying

I’m a heavy rider. What pulley is right for me?

Watch this video for more information: https://youtu.be/oFVTgK-Re4w   

 For heavy riders we recommend to choose the biggest pulleys possible.  We also recommend to go for higher A (harder) wheels to get more range.

We set up all ONSRA Electric Skateboards so that they work for riders of all weights. However the recommended maximum weight is 120kg. They of course also work for heavier riders but will reduce the range and uphill power. 

  • If you ride a lot of uphill we recommend smaller wheels (97mm) + 45T ABEC Pulleys. This would be the perfect uphill setup. 45T 115mm Rubber wheels are meant for a comfortable ride and not really to go uphill. 

  • If you wanna ride off-road: The 60T 150mm Setup works the best for all riders. Definitely do not buy any bigger wheels (Yes, Evolve Skateboards Wheels work as well) 

  • Overall basically 115mm Wheels are NOT recommended for heavier riders as they are too soft. However if you don't mind about the range they can be perfect for you. We for example have plenty of heavier riders who love them. 

No worries we set up the board perfect for you. Please send us an email after your order so we can check it again and maybe change out the gear ratio for you if needed. Submit a request here:https://esk8.zendesk.com/hc/en-us/requests/new  


What versions and upgrades are available for each board?

We are always working on new add-ons and upgrades for example: Our innovative Swiss design enables you to upgrade to anything on your ONSRA Esk8! You can even send us your old battery back for a discount on upgrades. For more information please message us!https://esk8.zendesk.com/hc/en-us/requests/new 

What is the fastest electric skateboard you can buy?

Our fastest ONSRA electric skateboard can go over 60km/h (37 mph)
 The Setup you need to go fast!
  • 40T 120mm Wheels (or even bigger) 
  • Direct Drive + 130mm Wheels 
 Keep in your mind! 
  • PLEASE wear a helmet!!! 
  • Full protections always please! 
  • Less acceleration means you have a speed setup and not an acceleration off-road setup anymore

Both the direct Drive and the Belt Drive deliver about the same amount of speed on default. Well on the belt drive you are able to customize the gear ratio.

That pretty much means with smaller pulleys you can reach speeds over 60km/h but WE DON'T RECOMMEND IT. It’s too fast and dangerous. Without full protection it can really be dangerous. 

What is the best electric skateboard for beginners?

For electric skateboard beginners, we offer a special slow mode.

Mode 1: On all of our electric skateboards, we have a maximum of 20kmh and we don’t recommend going faster when you try it out for the first time. People who have board sport experience may have an easier time learning, but anyone can learn to ride an electric skateboard.

We recommend a longboard electric skateboard to start off as it’s a lot easier than a shortboard electric skateboard. Longboard electric skateboards have better stability due to having a longer board. In general, bigger wheels have smoother rides. After some practice, you will get better and your electric skateboard will be easier to ride. Any wheels below 100mm are not recommended to start off. When you encounter a stone or pebble with smaller wheels you will definitely feel it, but boards with bigger wheels pebbles and stones won’t be a big deal.

What we recommend to start off:

  • Longboard and NOT Shortboard
  • Bigger softer wheels for a comfortable ride (thank us later) 
  • Mode 1 when you start off 
  • Kickpush instead of full acceleration

Which electric skateboard has the longest range?

Both the ONSRA  Direct Drive and Belt Drive have about the same range. Range depends on:
  • Weight
  • how soft are the wheels
  • Carving 
  • cold weather 
  • Pulleys You need the perfect setup
  • Setup on the Remote controller changed to the right wheels and gear ratio? 
  • Uphill 
  • Surface and where you ride
  • Wind 
You see range depends on so many factors. It's pretty difficult to measure the exact range of an electric skateboard. Something worth to mention is definitely: You should never ride your board to completely 0%. That's deadly for your battery. When we test the range we of course also are not able to go to completely 0%. The ranges below are real world ranges: 
 
Belt:
  • Range 120mm Cloudwheels: Up to 42km/26miles 
  • Range 115mm Rubber Wheels: 30km/19miles
  • Range with 97mm Wheels: 42km/26miles
Direct Drive:
  • Range: Up to 45km/28miles (97mm Wheels)
  • Range: Up to  30km/19miles (115mm Rubber wheels)