Shipping

GENERAL

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to ship the remaining items and cancel the back-ordered item(s).

SHIPPING COSTS

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase. Orders over $99.00 (excluding taxes) will ship for FREE within Canada (except territories) and the Contiguous USA some exceptions may apply. Express shipping options are also available for an additional fee located in the checkout under shipping options.

Certain SALE items may not qualify for "Free Shipping," even if their value exceeds $99.00. This will be specified at checkout, where you'll see a flat-rate shipping cost for these items. Alternatively, you can opt for in-store pickup, which is always complimentary.

This price will be the final price for the shipping cost to the customer.

DELIVERY TERMS

Domestic Transit Times:

In general, domestic shipments are in transit for 2 - 7 days

International Transit Times:

Generally, orders shipped internationally are in transit for 4 - 10 business days (*some destinations may require additional time). This varies greatly depending on the courier option you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout. 

Dispatch Time:

Orders are usually dispatched within 2 business days of payment of the order.

Our fulfillment department operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Change Of Delivery Address:

For a change of delivery address request, we are able to change the address at any time before the order has been dispatched. 

P.O. Box Shipping:

Scooteretti is not able to ship to P.O. box addresses as we are unable to offer couriers services to these locations.

In-store Pick-up:

You can skip the shipping fees with free local pickup at our Ottawa retail location. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are Monday thru Saturday 10:00 am – 5:00 pm. Please have your order confirmation email with you when you come. 

Local Delivery:

Local delivery in the Ottawa & Gatineau area is available for a nominal fee. The perfect option for those larger items.

Deliveries are made from Monday – Friday. We will contact you to set up a delivery time. 

ITEMS OUT OF STOCK

If an item is out of stock, we will contact you with an update on the status as to when more stock will be arriving and discuss how you would like to proceed.

DELIVERY TIME EXCEEDED

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

TRACKING NOTIFICATIONS

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

PARCELS DAMAGED IN TRANSIT

If you find a parcel is damaged in transit, if possible, please indicate this with the driver’s paperwork prior to accepting the parcel from the courier and get in touch with our customer service team. If the parcel has been delivered without you being present, please contact customer service with the next steps.

DUTIES & TAXES

Sales Tax:

Sales taxes are collected on Canadian orders only we do not collect tax on international orders (outside of Canada). See Import Duties & Taxes below.

Import Duties & Taxes:

Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Scooteretti encourages you to be aware of these potential costs before placing an order with us.

If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Scooteretti at the customer's expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

ORDER CANCELLATIONS 

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been processed, please refer to our refund policy.

INSURANCE

Parcels are insured for loss and damage up to the value as stated by the courier. 

Process for parcel damaged in-transit:

We will process a refund or replacement as soon as the courier has completed their investigation into the claim. Claim processing can take 2-12 weeks to process depending on the complexity of the claim. 

Process for parcel lost in transit:

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

DANGEROUS GOODS SHIPPING

For items classified as Dangerous Goods (lithium batteries), we will ship these items within full compliance with all international laws, Country, State, Province, and the laws pertaining to that shipping carriers’ regulations to ensure safe and timely transportation. The shipping carrier selected at checkout may on occasion differ from the actual one used for Dangerous Goods shipments as limitations of the carrier may prevent Dangerous Goods from being transported to certain regions. If a different shipping carrier other than the one selected at the checkout is required to ship the item(s) to you, we will advise you of the new carrier by email with the tracking number once the item(s) ship.

We take enormous pride in being one of the very few electric bicycle retailers who are fully trained and in full compliance with all international laws for shipping Dangerous Goods by ground, sea, and air. We have also been approved as a safe shipper by our partner carriers and fully compliant and audited by Transport Canada.

CUSTOMER SERVICE

For all customer service inquiries, please email us at sales@scooteretti.com

Updated August 22, 2024