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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
 

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.

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 does it cost to ship a bike?

Shipping costs within Germany are 19,60 Euro. Shipping to Austria and most other EU-states currently costs 38,40.
There is an additional charge for the Bikeguard box. This is always added so that your premium-quality bike is optimally protected during shipping. A detailed list of shipping and packing charges is available at our Website

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.

Is there a maximum weight limit for carbon fibre frames?

Our Canyon racing bike frames are verified and approved up to a maximum weight of 120kg.
However, this limit can vary depending on the choice of components and their individual weight limits.

How long do I have to wait for a repair of my Bike?

Usually complaints and repairs are in-house for 7-9 working-days. During the riding season or if a defective part must be returned to the manufacturer it can take longer.

How do I set up the rear damper?

Adjust the negative spring travel (sag) to your riding style. This means how much the damper compresses (sags) with the weight of a rider on it. In the case of cross country and marathon riders about 10-20%, with Free riders approx. 15-30% and with Downhillers approx. 25-40% of the travel length. Before sitting on the bike slide the rubber O-ring to the top of the shock as this will help you see how much the shock compresses (sags).
Turn the Damping Adjust halfway to the closed position.

Why do you need my email address?

Your email address allows us to report information about your order. We inform you by email about the status of your order.
Your data is not passed on to third parties or used for advertising purposes.
 
This is the reason we ask you to indicate your current contact details so that we can inform you in the fastest possible way.

Pure Cycling.