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Please contact our Servicecenter. We are available today until 19:00 CET: +49 261 40 4000
TOPICS
faq
 

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 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.

What is Optitune?

Spring elements can only function optimally when they are adjusted according to the rider’s weight. Forks and shock absorbers must sag somewhat under the weight of the rider so that there are sufficient reserves when a pot-hole appears on a trail - in this situation negative travel is required. On stones and roots on the other hand, the spring elements compress. Therefore, the negative travel (also called sag) should not be too great. Several of Canyon's spring elements work with air and can be quite easily adjusted to the weight of the individual rider (this also works with suspension forks). However, there are also models where a steel spring is used. In such cases it's worth taking a look at the details below, because a spring stiffness which deviates from standard can only be achieved by a replacement spring. Canyon will of course carry out this conversion for you.
 

The following suspension forks on Canyon bikes are fitted with steel springs.


Rock Shox Totem
<63 kg: white
63 to 72 kg: silver
72 to 82 kg: blue (Standard)
82 to 91 kg: yellow
>91 kg: red
 
Rock Shox Domain
< 63kg: white
63 to 72 kg: yellow
72 to 82 kg: red
82 to 91 kg: blue
>91 kg: black
 
Rock Shox Tora XC
< 63kg: yellow
63 to 72 kg: red
72 to 82 kg: green
>82 kg: orange
 
Rock Shox Dart
< 63kg: white
63 to 72 kg: blue
72 to 82 kg: green
>82 kg: orange
 
FOX 36 Van
<52 kg: black
52 to 68 kg: purple
68 to 82 kg: blue
82 to 95 kg: green
>95 kg: yellow
 
Fox 40
<54 kg: black
54 to 68 kg: purple
68 to 82 kg: blue
82 to 95 kg: green
>95 kg: yellow
 
Marzocchi Dirt Jumper
<70 kg: red
70 to 80 kg: white
>80 kg: green

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 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 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

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 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

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.

Pure Cycling.