FAQ's

Scooteretti® has its roots in Ottawa, Ontario, Canada. In 2010, William Leishman, designed and import premium quality electric scooters into the Canadian market and laid the foundation for a successful company focusing on e-mobility products. William (everyone calls him ‘Will’) registered the company in 2010. The company’s name is derived from a combination of the product "Scooter" and from the Italian twist at the end to honour the heritage of his beloved grandmother.And hence the name Scooteretti® was born. While the products we sell have changed slightly the attention to detail, quality and our customer first mindset in everything we do remains unchanged and will always be the basis for our company.

Our Executive Board consists of 2 members. Each Board member is responsible for a major business area within the company. William Leishman, CEO, remains responsible for Global Operations.

Our company is based in Canada's national capital city of Ottawa.

Indeed our retail superstore is located in Ottawa's trendy Byward Market. Our retail shop is open 6 days a week and offers a full selection of high-quality electric bicycles and unique accessories along with Canada's only Bosch eBike Expert's repair & service facility.

Our address is:

Scooteretti
85 Murray Street
(between Parent & Dalhousie streets)
Ottawa, Ontario
K1N 5M5

Come meet the staff and have a premium Nespresso Coffee, Tea or sparkling water on us!

We'd love to meet you.

Indeed we hear this day in and day out. And we understand that it can be absolutely overwhelming for a new shopper looking to buy an electric bicycle. While many retailers claim they have the largest selection, biggest shop, state of the art facility etc.... Have you ever noticed that these same retailers never show any images or videos of their facilities?

We are proud to say that we are Canada's only Bosch eBike Expert Certified retailer. What does that mean? Well in our industry that's the Gold standard that recognizes a retailer as truly being the very best in the industry. We are so proud to be the only retailer to have this designation since 2016! We don't say we are the best we actually have been awarded this extremely prestigious certification for actually being one of the very few worldwide to have obtained this level of excellence.

At Scooteretti® each and every customer is welcome to visit us firsthand and see for themselves our large state of the art retail store, service center.

If in doubt we always suggest doing a little research on whom you are buying from. We suggest using Google Maps or similar to locate their shops and one will quickly see that many of these shops are just garages, small sub-1000 sq. ft with little to no inventory, but merely have a website and a few bikes.

At Scooteretti® we firmly believe in both before and after-sales support. Our customer's always have FREE access to our trained, expert staff for as long as they own their bikes. Our staff not only sell electric bicycles we actually own and ride them as well.

Indeed we do and it's something we love doing. Checkout out our page for the latest "Product" and "How To" videos. Visit our Chanel by clicking here!

We try to keep our website as up to date as possible. On occasion, there may be a product from one of our suppliers that is not currently listed on our website. If you don’t see the product you are looking for, please reach out to us and we'll do our best to get it for you.

Email: sales@scooteretti.com

Local: 613-244-0000

Toll Free: 1-888-542-9910

International: +1-613-244-0000

Absolutely, we are always here to help and answer any questions you may have. There is no such thing as a dumb question(s). 

We also offer our concierge service where you can book a 1 on 1 consultation with one of our experts who will be pleased to assist you in selecting a product that best suits your needs.

We pride ourselves on never being pushy, our customers have made us who we are today because of our non-aggressive but rather informative and knowledgeable sales approach. We truly believe in customer service excellence.

You can contact us through our contact page! We will be happy to assist you.

This is a topic that must be taken seriously. Unfortunately, most only retailers cheat the system and ship these items illegally in order to save on the cost of training and added shipping costs. If caught this can mean a whole lot of trouble and fines for both the retailer and the customer! 

Lithium-Ion batteries are classified as dangerous goods in all countries worldwide! Since lithium batteries are designed to provide high levels of power, the electrical energy in these batteries is significant, meaning that such batteries can sometimes generate a great amount of heat if short-circuited. In addition, the chemical contents of these batteries may catch fire if damaged or if improperly designed or assembled. For these reasons, there are safety regulations controlling the shipment of these types of batteries. All lithium batteries manufactured by reputable companies like Bosch ensure that their batteries are not only tested & certified they are safe for consumer use. 

It is a legal requirement that all shippers be trained and certified to the applicable regulations in order to ship these products.

At Scooteretti we are proud that each one of our shippers is trained and certified to ship Dangerous Goods by airfreight, sea freight, and ground worldwide. We are proud retailers to have received our onsite Transport Canada certificate of full compliance.

Scooteretti.com.com accepts the following methods of payment:

Credit Cards: Visa or MasterCard.

PayPal: Shop easily online without having to enter your credit card details on the website. Your account will be charged once the items are shipped. To register for a PayPal account, visit the website paypal.com. 

*Please note PayPal is not offered as payment option for Pre Orders.

Shop Pay: We accept payments via the SHOP PAY platform.

Apple Pay: We accept payments via the APPLE PAY platform.

Google Pay: We accept payments via the GOOGLE PAY platform.

Interac: We accept payment via INTERACT for in store purchases only.

Bank Transfers: We accept bank transfers from all Canadian financial institutions. Contact Customer Services team for additional details.

Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. If your financial intitution is unable to resolve the matter, you may contact our Customer Services team for further assistance here.

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe.

When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page or by contacting our Customer Services team. This date is only an estimate and is subject to change.

Pre-order deposits are not refundable unless 90 days have passed from the original estimated delivery date provided by Scooteretti on the date of order placement. If for any reason we are not able to fulfill your Pre-Order past the 90 days, we will refund you the full amount of the Pre-Order at your discretion.

For updates regarding your Pre-Order, please contact our Customer Services team.

Orders Shipped Within Canada:

Yes, we must legally charge taxes based on where the item(s) will be shipped to. Once you checkout and enter your shipping details the appropriate taxes will be displayed.

Example 1:
If the item(s) are being shipped within Ontario we would charge the 13% HST.

Example 2:
If items are shipped to Alberta we would charge just the GST at 5%.

Orders Shipped Outside Of Canada:

No, we do not charge any sales taxes on the items that are being shipped outside of Canada. Duties and import taxes (if applicable) may be collected at the time of delivery in the destination country.

Please contact us and one of our customer service representative will be pleased to assist you.

Email:

sales@scooteretti.com

Phone:

Local: 613-244-0000

Toll Free: 1-888-542-9910 

International: +001-613-244-0000

All products will ship from our warehouse, or retail superstore located in Ottawa, Ontario, Canada, and on some circumstances directly from our supplier(s).

Orders will typically be dispatched within 1-2 business days. Electric bikes and some non-stock items may take a few days longer as they require thorough testing, inspection, assembly, and special packing prior to shipping.

If your order has been in processing for more than 3 business days, please contact us at sales@scooteretti.com and one of our friendly staff will be pleased to assist you.

As soon as your order is shipped you will immediately be sent tracking information for your order. Please note that it can take up to 1 business day for tracking details to appear on the shipping carrier's website.

Your order will be shipped in one of 2 ways:

• For items that receive FREE shipping (Canada & continental USA only) a carrier will be selected based on the destination address. Once your order ships, you will be notified immediately of the carrier used along with the tracking information.
  
• If you selected a specific carrier at the checkout then a tracking # will be sent to you once the item(s) are ready to be shipped. 

*Note: On some occasions such as Dangerous Goods shipments (ie. batteries) the carrier selected at the checkout may not be able to ship to your delivery address. In such cases, one of our customer service representatives will contact you with an alternative option.

Scooteretti is proud to have partnered with the best carriers in the world such as UPS, FedEx, DHL, Canpar, Purolator and more. At the checkout page, you will be able to select your preferred carrier of choice for all orders that do not ship for FREE.

In the event that any of your items are out of stock, one of our customer service representatives will reach out to you to let you know when we expect to have the items shipped out.

We ship our products daily to over 130 countries. If you don’t see your country listed at the checkout, please contact us for assistance:

Email:

sales@scooteretti.com

Phone:

Local: 613-244-0000

North America: 1-888-542-9910

International: +001-613-244-0000

We apologize that your shipment didn't arrive in perfect condition! Please refer to our shipping page here for additional steps and one of our customer service representatives will be pleased to assist you.

At Scooteretti, we believe in selling high-quality products that have been tested and approved by our team. This attention to product detail allows us to ensure that the products we sell meet our standards for quality and fun but more importantly this allows us to uphold high standards of quality and customer satisfaction.  

We understand how important it is to find products that you like, and as such are happy to facilitate returns on most items to ensure you are 100% satisfied. 

Please see our returns policy here for assistance: Complete A Return

It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.

Unfortunately special order deposits are non-refundable and non returnable.

Absolutely Yes.

We do our best to offer great prices on the products we sell and are committed to providing you with low and reasonable prices on the products we sell.

If you find a current lower price online from a manufacturer's authorized retailer on an identical, in-stock product, tell us and we’ll match it plus beat it by 10% of the difference.

Click here for details.

We make it super easy and available 24/7. On each product page simply click on the "Price Match" tab and enter the details of the competitor's lower price then add the item to your cart. It's as easy as that!

In the rare event that you find an identical product offered by another authorized Canadian retailer at a lower price we would be pleased to price match their price + offer you an additional 10% of the difference. Click here for our policy details.

To request a price match guarantee request, simply fill in the following:

1- Paste a link to the exact product on the competitor's website.

2- Enter the advertised price of the product.

3- Shipping costs to you from the competitor.

Simply proceed to complete your order. Once we receive your order we will verify that the information is accurate and offer you the price match + 10% of the difference automatically and adjust the pricing of the product(s) purchased automatically and only bill your method of payment based on the actual adjusted price.

If we are unable to offer a price match, one of our customer service representatives will reach out to you.

If you forgot your password, click on the "Forgot your password?" link on the Login page and follow the procedure to change it.

For further assistance, contact us, we will be happy to assist you.

If you want to cancel your Account, please send us an email at sales@scooteretti.com with your first name, last name and email address associated with your account.

Subscribe to our Newsletter and you can: 

• be among the first to discover the latest news from scooteretti.com
  
• access promotions reserved exclusively to our customers
  
• receive our tech tips, and much more. 
  

You can subscribe at the bottom of our Home Page, by entering your email address.

If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.

We ask you to consider that you may still receive several more communications before your request is fulfilled; we apologize for the inconvenience.

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No personal information is transmitted via cookies. Cookies, by themselves, cannot be used to reveal or discover the identity of the individual user; your acceptance of our cookies will not compromise your anonymity while using our site.

We use cookies in order to improve the online experience of users of the site. Your cookies help us keep track of your interests and, if you are a registered customer, your cookies allow us to recognize you when you return to the Site. If you register on our site, your cookies also help us to monitor and maintain information about your use of our site. If you have not registered with us, your cookies may be used in order to monitor and maintain non-personally identifiable information about your use of our site.

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To contact Scooteretti Customer Service via email:

• Select Contact Us from the bottom of any Scooteretti.com page
• You will receive an email from one of our customer service representatives within 1 business day.

To contact Scooteretti Customer Service via telephone:

• Dial 1-888-542-9910 Monday to Saturday from 10 AM to 5 PM EST.

Carbon Offset:

We have chosen to work with Planet which powers carbon-neutral shipping on all our orders.

With Planet, we've become a driver for change. Every time an order is processed with us and shipped, a contribution is made to purchase carbon removal credits from companies that are a part of the Shopify Sustainability Fund, creating technologies and solutions that pull carbon dioxide out of the atmosphere and store it long term. 

Each company that is part of this program is working toward a shared goal of finding innovative ways to create a more sustainable future. They’ve all created solutions that could truly revolutionize their sector and make an impactful contribution to reversing climate change at scale. 

Lithium Battery Recycling:

We are proud to be working with Call2recycle as a partner collection site that allows customers to drop off their used eBike batteries and ensure that they will be receyled responsably.

Cleaning & Lubrication Products:

We are proud to be one of the first retailers in our industry to use products that are free from volitile organic compounds and require no labeling. This protects our employees while significnatly reducing any environmental influences.

Our lubricants ulitlize biodegradable organic compounds.

Most of the brands that we work with make significnat efforts to be responsible.

Here are a examples:

• Bosch ebike systems is part of the Bosch Group. Bosch invests billions in climate neutral technologies. The Bosch Group was the first industrial company in the world to produce with 400 locations and 400,000 employees to become climate-neutral in 2020.
  
• Riese & Muüller is taking important steps on their way to being the most sustainable company in the E-Bike industry in 2025. Together with their partners, they are focusing on developing a traceable and sustainable supply chain in 2021 under the guiding principle of "transparency" and campaigned for a new form of business in associations and organizations.
• Cube is continuosly focusing on reducing their environmental impact through numerous efforts such as using recycled packaging, 100% recycled mudguards, bottle cages made from 90% recycled plastic. Their production facility gets over 50% of their electricity from a photovaltaic system along with a cogeneration plant. All company vehicles are being converted to emobility along with using a fleet of biycles for commuting locally.

On the Careers section of our website, you will find a list of all the positions that we are currently looking for and how you can apply for them right away. For more information, please visit the Careers section of this website by clicking here.