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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 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.

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

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.

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 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 my warranty still valid if I have my Canyon frame resprayed?

The warranty is invalidated by resprays, as we are unable to influence the type of respray and preliminary work.

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.

How do I find out when my order was sent?

After your order has been despatched you receive an e-mail with your tracking number. You can therefore trace your consignment at the shipping companies' websites.