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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.

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.

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.

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.

Who do I call in the case of complaints or repairs?

Our service staff will be pleased to help you. Please fill out the service enquiry forms for the service requested under Service Enquiries.Our service hotline staff will then contact you to discuss all procedures, complaints or repair concerns. Otherwise please call directly our hotline from Monday to Friday 9 a.m. to 6p.m. on +49 (0) 261 404000 or by fax at +49 (0) 261 40400 50. The workshop service point is open Monday to Friday from 9 a.m. to 6 p.m. and Saturday from 9 a.m. to 3 p.m. You can also send our workshop staff an e-mail at werkstatt@canyon.com. Please note that we can only reimburse invoices from other workshops after prior consultation with us.

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.

How do I measure my inseam?

Please note: The inseam is not the length of a step but the distance from the ground up into the crotch!
 
How to measure your inseam: Things you need: A spirit level, ruler and a helper
You require: A spirit level, tape measure and a helper.
Make the measurement without shoes and wearing shorts.
 
1) Stand up straight against a wall, stretching yours legs as far apart as the breadth of your shoulders.
If you have a spirit level, then you don't need a wall.
 
2) Take a spirit level and wedge it between your legs.
 
3) Using both hands, pull up the spirit level firmly into your crotch. Try to reproduce the pressure of sitting on a saddle while holding the spirit level horizontally.
 
4) Measure the distance from the upper edge of the spirit level to the ground.
 
5) Record this distance. This is your inseam.

Can I buy a Canyon bike immediately in the shop in Koblenz?

All Canyon bikes are assembled, adjusted and test ridden to order. You’ll receive written confirmation after we have received your order and we will inform you immediately as soon as your assembled bike is available for collection.

Do I have to pay German VAT outside Europe?

For deliveries to countries outside the European Union, no German VAT is payable.

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 (only on roadbikes) and stem length. We undertake these changes for a small charge.

Pure Cycling.