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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.

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faq
 

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.

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.

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.

Is there a Canyon dealer in my area or country?

Canyon sells its bikes directly and exclusively over the Canyon web site, Canyon catalogs and the shop in Koblenz. By direct sale we can offer our bikes with a substantial price advantage and without compromises in quality or service. Our trained staff and the PPS system provide for an optimal consultation and size selection.

Mavic recalls R-Sys front wheels. How do I proceed in the event of an exchange?

The component manufacturer Mavic advises that the front spokes of the Mavic R-Sys can break in rare cases. Therefore Mavic is recalling all R-Sys front wheels from 2008 and 2009. You should therefore stop using these wheels immediately.
Mavic has now been able to clarify the formalities of the recall in cooperation with Canyon: Canyon will contact the customers concerned. They will receive an Aksium wheel set free of charge. A return note is also included in this package. The customer then just has to use the same box the replacement wheels were sent in to return the defective front wheel to Canyon (the rear wheel is not affected by this recall).
The replacement wheels are being produced from the end of March until the middle of April and sent directly to the customers. Following the replacement the Mavic Aksium wheels then remain the property of the customer.
Further information is available at the Mavic homepage.
Please also note the change in our range. The Ultimate CF SLR model versions in Ultimate CF series Record, Super Record, Red and Dura Ace are no longer available. Alternatively, we can now offer the model versions SL+.

The model Ultimate CF 9.0 SLR W was also affected by the recall. As a replacement we now offer the Ultimate CF 9.0 W SL+ .
We would like to apologise for any inconvenience caused.

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.

What possibilities do I have to send goods back to Canyon?

Return note:
We offer you the possibility to send packages back to us via return note. You can request one from our Service Hotline. We charge shipping costs for those packages which are sent to us carriage forward, as we offer shipping via return note.

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.

Magura recalls Durin race forks. How do I get my replacement fork?

Magura is recalling a number of Durin Race forks MD 80R and MD 100R. Durin Marathon and Durin SL versions are not affected by this recall. You can check online if your model is affected by the recall at here Should your fork be one of those which is affected, then please stop riding the bike immediately, otherwise serious accidents can occur. During the recall the lower legs will be exchanged. Following the modification the fork is roadworthy again.
 
You can send the fork directly to Magura at:
 
Fa. Magura - Stichwort: Rückruf Durin
Stuttgarter Str. 48
72574 Bad Urach
Germany
 
Alternatively, please send the complete bike or disassembled fork to us here at Canyon. Following consultation with us you will then receive a return note free of charge
 
If you have any further questions, please don't hesitate to contact us.

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.