Dear Canyon fan,
we are all experiencing a special time right now. Many things have changed both privately and professionally. We have to rethink in some respects, do without some things and wait longer than we would like.
For Canyon too, Corona is a special challenge. Some internal processes had to be redefined, and where we depend on others, we too may have to accept changes. This applies, for example, to our customer service or the cooperation with our shipping service providers.
Current delivery situation
Although we have already significantly strengthened our own logistics teams, we currently still need a few days more than usual to deliver your ordered bike or accessories to our logistics partners. We know: Nobody likes to wait for something they wish for - this is true for all of us in the same way. So please believe us that we work as fast as we can.
Some of our shipping companies are also facing unprecedented challenges - the result of which is your ability to track the status of your order.
As soon as we hand your package over to the shipping company and it is loaded onto the truck, you will receive the relevant shipping information including a tracking number. Unfortunately, the current significantly increased volume of some of our logistics partners means that their employees do not scan the parcels delivered to them in the usual timely manner - so they do not appear directly in the service provider's system. During this period, which can sometimes last several days, a parcel is "invisible", so to speak. Neither a Canyon service employee nor the shipping service provider can call up information about the shipment. Occasionally circulating statements that the parcels are still "standing around" at Canyon and have not been delivered are simply not correct.
Availability Customer service
We are currently experiencing an unprecedentedly high volume of enquiries in our service centre. It is also true for this area that, despite a significant increase in our team, we cannot cover everything. Therefore we have decided to use the contact form to communicate with you from the multitude of contact possibilities via e.g. telephone or chat. Why? Because in this tool we can guarantee the best traceability of incoming enquiries and thus the best quality control of our processes. Even if it may take longer to reach us than you would like, it is the best way for the moment and in the end the fairest way.
It is and remains our claim to be able to provide you with a "Pure Cycling" experience all around and therefore we are working hard to achieve this goal also in this special time. But please have understanding and patience with us, if something doesn't run as smoothly as you would like.
Are there delays or problems with deliveries because of Corona/COVID-19?
Can I pick up my bike in the showroom?
Is the service workshop open again?
Is customer service restricted by the Corona virus?
Can I still order a bike and accessories online?
Are UPS and DHL still delivering?
Nothing beats that newbikeday feeling, or when those components you’ve been waiting for finally get delivered to your door. But unfortunately, right now, those moments might be a longer time coming.
Due to internal process changes and bottlenecks with our shipping partners caused by the Coronavirus situation, we are currently experiencing considerable delivery delays from several days up to 2 weeks.
Furthermore, we are also currently receiving an unexpectedly high volume of customer enquiries. Therefore, we would like to ask for your understanding if it takes significantly longer than usual to receive your delivery or get a question answered. Thanks again for your understanding.
A tip: the best way to reach out to us is using the contact form on our website. You only need to submit your question once – we’ll answer all requests as quickly as possible, on a first-come-first-served basis. We’re doing everything we possibly can to ship bikes as promptly as possible: thank you for your patience.
Stay healthy, and stay tuned.
Update on delivery and customer service
Due to the current coronavirus situation, it may take a little longer to deliver your order and answer your customer service request.
The measures currently implemented to protect against the corona virus infection may result in delays of shipment. In some cases, the internal processing time will be extended up to 5 - 7 days. Our logistics team is doing everything possible to minimize any delays in shipments while assuring the safety of all Canyon team members. Due to the current situation the shipping service providers may experience additional delays and restrictions in shipping.
Our service teams in Koblenz and at our international locations are fully staffed and available for you via chat, telephone and website contact form. Due to the unpredictably high volume of customer requests, all contact channels are currently experiencing above-average response times. We ask for your understanding if you have to wait longer on the phone or chat. The answering of inquiries via the website contact form currently takes several days. Our service colleagues will do their utmost to answer your requests as quickly and as thoroughly as possible. We sincerely hope for your understanding and patience.
You can also find further information in our FAQ about the Corona virus situation.
Showroom open again from Monday, 27.04
Our showroom will be open again from 27.4. We offer you the usual advice, just contactless and under extended security measures, about which you can inform yourself further below. We are looking forward to your visit.
Each individual customer is constantly accompanied by a personal advisor for the duration of the showroom stay, in order to meet all customer requirements on the one hand, but also to comply with all legal requirements on the other.
This means that Canyon fans may only enter the showroom individually and accompanied by a showroom employee.
The showroom café is currently closed. We hope for your understanding!
Besides free breathing masks for each visitor, we have disinfectant dispensers at the entrance and exit.
We regularly disinfect all necessary surfaces, including the handlebars of all bikes at the test bike station after use.
We do not shake hands as usual and of course keep a minimum distance of 1.5 meters.
Unfortunately, we cannot yet offer the measurement (PPS) due to safety reasons.
To make your visit to Canyon as relaxed and pleasant as possible, we ask you to visit our showroom by:
wearing a breathing mask (we will be happy to provide you with a free mask);
entering individually and only when accompanied by a consultant;
keeping a distance of at least 1.5 meters.
Accompanying persons are requested to wait outside. They are welcome to join the test drives outside the showroom.
At the end of your shopping experience you can of course pay contactless.
Click here for more information on the showroom and opening hours.
Dear Canyon customers and Canyon fans,
The health and welfare of our staff and customers is our top priority. We are closely monitoring the developments around the coronavirus situation and have already initiated a number of measures to protect our colleagues and customers from infection. Many employees are already working from home. We have re-organised how production, assembly and logistics work together to provide our colleagues maximum protection against infection. When it comes to social interaction and contact with customers, we’re consistently following the guidelines prescribed by health authorities.
Regardless of all measures taken: the coronavirus is continuing to spread. Against this background, we have decided to implement a number of preventive measures at all Canyon locations.
Please be aware that we have changed some services (in some specific countries) we usually offer which include personal interaction, e. g. personal bike pick-ups or drop-offs at our service workshops. Also, following the recommendations of authorities, we have closed our showroom in Koblenz for the time being. Information on service changes and changes of the opening of locations will be published on the specific country website on canyon.com. Please make sure you check the website for more information before you come to visit us. Thanks!
Only together can we manage to slow down and contain the spread of the coronavirus. I would therefore like to make an appeal at this point: I ask all customers, fans and employees to support us in our efforts to contain the coronavirus. Make sure you get information about what everyone can do from authorized sources. Please follow recommended hygiene guidelines and official recommendations on how to protect yourself from infection and encourage your families and friends to do the same. We must all stick together and pull together!
I ask all customers and fans for your understanding about the changes to the operation of the showroom and technical service. Above all I would like to take this opportunity to thank all Canyon employees from the bottom of my heart for their flexibility and calmness, as well as for their help in containing the coronavirus!
Roman Arnold, CEO, Canyon Bicycles