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Our Servicecenter is available today from 08:00. You can reach us on +49 261 40 4000 or send us an e-mail.

TOPICS
faq
 

Why isn't there a headset cap on my Ultimate CF/AL fork steerer?

We have done this deliberately so that you can clearly see that the new Acros I-Lock headset, which was especially developed for Canyon, no longer requires a conventional A-clamp in the fork steerer.
 
Headset caps are available in our accessories domain.

To what extent can I configurate my bike myself?

All Canyon bikes are shipped as illustrated and described. In the autumn of every year it is decided which models and equipment will be offered in the following season. Then we make bulk orders for components directly from the manufacturers. The advantages in price are then passed on by us to our customers. This is why it is not possible to make any modifications. The exception is, of course, changes which are made to the gear ratios on the cassette, handlebar width and stem length. We undertake these changes for you for a small charge.

What happens after I place the order?

If you place and order by internet, you will receive an order confirmation via e-mail. A few days later you will then receive a further e-mail with an assembly and dispatch date.
 
For an order sent ”payment on delivery”:
After it has been made available for dispatch the bike will be sent via the German Post AG. The delivery period is 2-5 days. (Only available for shipping addresses in Germany)
 
Advance payment:
If your bike is available within the next three weeks, shortly after being sent an automatic order confirmation you will receive a pre-payment invoice. In order to expedite a smooth processing of your order, please remit payment stating your customer and order number at least seven working days prior to the advised delivery date of your bike. As soon as the payment has been received, your bike will be immediately sent to you. If you have chosen a bike with a delivery date which exceeds three weeks, you will receive an order confirmation immediately upon receipt of your order, and around three weeks before the scheduled delivery date a separate pre-payment invoice. After you have received your invoice then please proceed as described above.

What payment methods can I use?

Cash on delivery (only available to shipping addresses inside Germany):
The simplest kind of payment is by cash on delivery (COD). You pay the postman when your consignment is delivered. The advantage here is that you receive the bicycle without delay. DHL charges a collection fee of € 2,00 regardless of the invoice amount.
 
Advance payment:
If your bike is available within the next three weeks, shortly after being sent an automatic order confirmation you will receive a pre-payment invoice. In order to expedite a smooth processing of your order, please remit payment stating your customer and order number at least seven working days prior to the advised delivery date of your bike. As soon as payment has been received, your bike will be made ready for despatch as quickly as possible. If you have chosen a bike with a delivery date which exceeds three weeks, you will receive an order confirmation immediately upon receipt of your order, and around three weeks before the scheduled delivery date a separate pre-payment invoice. After you have received your invoice then please proceed as described above.
 
Cash card:
If you collect your bike from our shop, you can pay either by cash or cashcard. Please note the daily limit on your cash card.
 
Credit card (Visa, Mastercard):
We offer our customers the chance to pay by credit card. Simply enter your credit card details during the order process. Your credit card will not be debited until the ordered articles have been sent.

Can I get a Canyon with different components or different color?

Canyon bikes are only available as shown on the web or in the Canyon catalogs. Therefore, no changes are possible.
 
We decide every autumn which models and equipment combinations we will be offering the following year. We determine the number of units to be produced of any particular model and order components from the relevant manufacturers accordingly. The price advantages are then passed on to our customers. Therefore, no changes are possible.
 
The exception is, of course, changes which are made to the gear ratios on the cassette, handlebar width and stem length. We undertake these changes for a small charge.

What sort of warranty and guarantee cover my Canyon bike?

The bike and its components, apart from wearing parts, are covered by a two-year warranty. The paintwork and anodising is also covered by a two-year warranty. Wearing parts include the bearings, cables, cable sheaths, all lubricants, oil, grease and brake fluid, chain, sprocket, chainrings, brake pads, tyres, handles and handlebar taper, springs and seals. These components are covered by a 90-day warranty. In addition to this statutory warranty we also provide a voluntary guarantee for a total of
6 years on this year's frames and forks on racer and triathlon bikes and on mountain bike frames (apart from bearings and suspension struts). Our guarantee starts from the date of purchase and is only valid for the initial owner of the bike. Damage to the paintwork is not covered. We reserve the right to repair defective frames or forks or to replace them with a corresponding successor model. The guarantee only covers the above, other costs such as assembly, transport, etc. are not covered.

Damage caused by incorrect or unintended use, such as negligence (lack of care and maintenance), falls, overloads and modifications to the frame or fork or by the installation and modification of additional components is not covered by the guarantee. The guarantee also does not cover jumps or excessive stress of other types.

When is it advisable to change the stem length and how is this determined?

The specifications of our bikes are based on our PPS system and our many years of experience. Therefore, we can confidently say that our bikes are configured correctly for the majority of our customers.
After receipt of your body data we double-check the dimensions, resulting in the appropriate bike for you.
If the correct position cannot be attained with the body measurements and bike specification you have entered into the system, we recommend that you select a stem appropriate to your body size.
An exchange of the stem is only possible with products from the same manufacturer. The cost of an exchange, depending upon product, is between 15 and 20€.
 
Our staff in the call centre will be pleased to help you should you require any further information.

How do I check on the current delivery times and availability of individual models?

Depending upon time of season some models could be in short supply or only available at a later ship date. For the exact availability status of your bike you can contact us by telephone at +49 (0) 261 40 4000 or by email: info@canyon.com

How do I measure my torso length?

What you need to measure your torso length:
You need: A spirit level, ruler and a helper
 
1) Wedge the spirit level between your legs as you did when you measured your inseam, keeping your torso straight.
 
2) Then measure the distance from the upper edge of the spirit level to the base of the neck (at the breastbone) ensuring that the spirit level is kept in a horizontal position during the whole measurement.
 
3) Record this distance. This is your torso length.

When is the Canyon Showroom open?

Our opening times are Monday to Friday 10 a.m. to 7 p.m. Saturday 9 a.m. to 6 p.m. We are looking forward to your visit