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) 9028 8206 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 helps us to keep our costs low, which means we keep our product prices relatively low and that means you save every time you shop with Onsra Australia.

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.

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) 9028 8206.

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 items we stock carry a 12 month local 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 12 month 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 60kmh but WE DONT 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)

Which ONSRA board is the right choice for me?


In the end, it depends on what you’re looking for exactly. 

In my opinion, choosing the right electric skateboard is highly personal. For those seeking a quiet, smooth ride we recommend  stealthy Direct Drive models. People can barely hear you as it’s smoother than any hub motor and the 115mm Rubber wheels that deliver the smoothest ride ever. Fabian climbed Frutt (a mountain in Switzerland) with this board, without any issues. 

Hands down the most versatile board is the highly customizable Belt motor electric skateboard. It’s the most customizable board we sell because you can change the gear ratio + any wheel you want even AT (off-road) wheels. 

For riders 200lbs/ 90kg and over we recommend the Belt motor board as you can add the upgrade the pulleys to 45T for more torque.

If you still don’t know which electric skateboard is the best for you please message us and tell us your specific needs. Let us help you find the perfect board!

 

 

Are taxes included?

The taxes for all shipments are included means you do not have to pay anything additional when you receive your ONSRA. There are a couple of exceptions and we of course would contact you before we ship anything out. 
 UK - until the end of 2020 we are shipping from Germany and you don’t have to pay any tax. We’re looking for a good solution starting January 2021. For now it looks like in 2021 you will need to pay taxes in the UK (in 2021). 


What payment options are available?


Credit Card, Paypal, direct bank deposit A monthly payment option with Klarna is coming soon! 

 

Do you offer conversion kits for DIY electric skateboards?

Yes, we already do:https://www.esk8europe.com/collections/skateboard-stuff/products/direct-drive-motor-electric-skateboard-12s-kit 
  • Direct Drive conversion 12s kit 
  • Different wheels options are available
  • inclusive remote controller and a 12s ESC 

 

What’s better for me? ONSRA Direct Drive or Belt Drive

Direct drive or belt drive? Which one is better for an electric skateboard?

 I filmed a video going up a mountain with both boards:https://www.youtube.com/watch?v=ag68U8Ew640&t=124s 

 

Direct Drive: Needs almost no maintenance, completely quiet and more stealthy. However, I don't recommend going smaller than 97mm in wheels size or bigger than 130mm.

Belt: More versatile as you can change the gear ratio + for this board any wheels from Street to AT work + more waterproof.

Both boards: Same top speed and about the same range

My recommendation: As soon as you want the ability to ride off-road I recommend the Belt Version

 

Evolve Carbon GTR vs ONSRA Electric Skateboard

This is how they do it in Switzerland! Evolve Carbon GTR vs ONSRA.

Watch this Alpine electric skateboard battle. Featuring Fabian’s expert feedback, join us on a ride in the hills of Lucerne.. Join us in the hills of Switzerland as we push the Evolve Carbon GTR to the limit, testing it against the ONSRA board prototype. Our board is designed to conquer even the biggest mountains without overheating or impairing performance.

Whether you go downhill or uphill, I’m convinced that our ONSRA board offers the best performance. Watch this video and decide for yourself.

How hot does the motor get? Will Fabian upgrade the motor of the ONSRA or will it stand strong against the Evolve Carbon GTR skateboard? TLDR; ONSRA does awesome but watch it for gorgeous views as ONSRA takes on Evolve Carbon GTR head to head.

ONSRA VS Evolve Skateboards:https://www.youtube.com/watch?v=sfb0Hct2GAA&t=553s


 

TECHNICAL

Samsung 35E 12s3p Battery Concern

Regarding the battery. We hear your concerns.

Please keep in mind that this battery was thoroughly tested during the design and it has performed very well. The battery does not get excessively hot during use, nor have we witnessed nor has anyone expressed concerns about voltage sag or weak acceleration. We believe if the battery was being over-taxed, these symptoms would be common. 
The 35E is not a crappy cell. It actually is a very good performing battery with unique characteristics. Specifically it performs very well as the voltage gets low, giving the rider better performance on a low battery when compared to the 35Q. It is coupled with an advanced Battery Management Sysyem (BMS) and a high-end Hobbywing ESC that protects it. On all esk8's, the battery wears out. This one is no different. The battery and all electrical components have a 12 month warranty to protect you. In an effort to always improve ONSRA's products, new battery designs are in the works. Goals of new designs are to increase range as well as performance. This is about product evolution and wanting to make the best. I hope this clears up some of the misconceptions and I'd be happy to try to answer any of your questions.

 

What are cloudwheels?

Cloudwheels are from iWonder and the same wheels as Slick Revolution Foamies. iWonder is basically the factory that produces foamies and Cloudwheels. The foam core makes the wheels at 120mm insanely light.

 

I just ordered an ONSRA Direct Drive Black Carve. Do I need an adapter to put 120mm cloud wheels on it?

 

Yes, unless you buy the entire kit on our website.  
To make your board work with every set of longboard wheels on the market, we recommend buying the whole kit including KEGEL and original ABEC adapters for your board. 
You can buy accessories directly from us. Just send us a message if you need anything else.

 

Is the ONSRA Black Carve Direct Drive Battery pack removable?

It can be removed but not on the go. 

 

 

Is it possible to swap decks on your board?

 Yes, you just have to drill new holes in the deck.


 

We like the Evolve skateboard rubber wheels kit. Do you want to try 115mm Rubber wheels onEvolve?

Electric skateboard rubber wheels are a bestselling electric skateboard accessory. In order to add rubber wheels on an Evolve electric skateboard, you need the 32T drive gear KEGEL from Evolve. This is the only accessory you need to make the Rubber wheels work for you. https://evolveskateboards.de/collections/spare-parts/products/evolve-drive-gear-kegel-and-caguama
We are working on a metal pulley solution for Evolvers at this moment. This will take some time and we're not sure yet if it's smart idea given that the 32T pulley would make ONSRA around 70kmh/ 43mph fast 😅

 

How can I change the pulleys for ONSRA BELT ESK8?

https://www.youtube.com/watch?v=B_a0fFENOd0&t=12s


Change the pulleys on the ONSRA BLACK Carve Electric Skateboard. Learn why our metal pulleys offer better performance and less overheating. Plus, discover why we chose metal pulleys rather than plastic ones and why we chose high end screws for our hardware. We know metal makes the product more expensive, but we believe it’s worth the investment. Join Fabian as he changes the pulleys, and learn the details that can help you get the best electric skateboarding experience. There are so many details to get right - watch Fabian and learn how ONSRA’s belt board offers a superior experience - part by part.

 

How can I calculate the belt drive ratio on the Hobbywing Remote controller for any Belt drive electric skateboard?

https://www.youtube.com/watch?v=Z1QePVHLsPg&t=115s
Calculate the Hobbywing ESC belt motor drive ratio by dividing the big pulley with the small pulley. For example 45T : 15T = 3.0 (45T/15T) and 40T : 15T = 2.7 (40T/15T

 

How can I reconnect my Hobbywing remote controller for ONSRA electric skateboards?

Watch the video:https://www.youtube.com/watch?v=-YJgWg8Ei-I&t=8s


It’s simple to connect your Hobbywing remote to your ONSRA board. ONSRA electric skateboards are fitted with Hobbywing remote controllers. Connecting the Hobbywing remote controller to your ONSRA electric skateboards only takes a few seconds.
Follow our step-by-step instructions and you will be good to go.
 

What to do if something isn’t working or you need help To report a problem with the board:

Please fill out the contact form and provide information about your issue. Also attach pictures and videos that show the board problem. With the video, we can try to figure out what exactly is the problem and we will try to solve it as fast as possible. 


 

Warranty

What is not included in the warranty?

What is NOT covered under ONSRA GmbH's warranty?
  • Wheels / Bearings / Bushings / Grip Tape are considered wear and tear items and will not be covered.
  • Damage caused by improper use, improper maintenance, or improper storage.
  • Any damage outside of normal use
  • Damage caused by unauthorized repairs of the product
  • Damage or injury to the rider or other objects caused by the skateboard or its accessories
  • Normal battery degradation from use.
If the product has a problem under the following conditions within the warranty period, company will charge basic repair fee:
  1. Improper operation include impact, crashing, etc.
  2. Disassembling, repackaging and repairing without company’s instruction.
  3. Motor stall and overweight usage.
  4. Irresistible force (fire, flood, earthquake, etc.)
  5. Used in a manner other than for recreation or transportation

 

Who covers shipping costs?

If your product is covered under warranty, shipping is free of charge for you. If it is not covered under the warranty, the customer must cover any shipping costs.

For international orders, customers are requested to pay for the shipping fees within or not within the warranty period.

We recommend that you ship your ONSRA Product via FedEx, DHL or UPS and keep your tracking number for future reference. We recommend that you insure for the retail value. 

ONSRA GmbH will take responsibility for all packages that are signed for and received at our warehouse. Please contact your shipping service for shipments that do not arrive to our facility.

 

What does the warranty include?

What's Covered Under Warranty...And What's Not Covered
From the date of the purchase of the product we will provide 365 days free repair service if the product has quality issues. After 12 months, you will be charged a service fee.

 

What is covered under ONSRA GmbH's warranty?

The warranty covers the deck, trucks, battery, ESC, motors, remote controller, and the charger from any manufacturing defects for 12 months from the date of purchase.  Please note that we only provide warranty for products purchased on our website. Purchases from other sources are excluded. 
Remote control and lithium battery can be replaced if they haven’t been disassembled in a year. Make sure to charge the lithium battery once every two weeks when not using it. Motor’s defects liability period is 12 months. Other accessories are not included in defects liability.

 

What kind of warranty do you offer?

Here at ONSRA GmbH, we warranty our products to be free of manufacturing defects for 365-days from date of purchase. This Limited Warranty does not cover normal wear and tear, wheel, or any damage, failure or loss caused by improper assembly, maintenance, storage or misuse.
We are not liable for incidental or consequential loss or damage due directly or indirectly to the use of this product.
For your records, we recommend you save your original sales receipt with your ONSRA product manual and write the serial number directly on your product manual for reference.