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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 in Germany):
The simplest payment is cash on delivery (COD). You pay the postman when your consignment is delivered. The advantage is that you receive the bicycle without delay. DHL charges a collection fee of €2.00.
 
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. 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 prepared for despatch. If your bike has 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, 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):
To protect you from unauthorized use of your credit card Canyon participates in Verified by Visa and MasterCard Secure Code. These services require a password during the check-out process. If your card qualifies and you haven’t yet registered, simply follow the onscreen instructions. If you would like to learn more about these services or have any difficulty with the process, please contact your card issuer. Your credit card will not be debited until the ordered articles have been sent. For further information please see the Verified by Visa or MasterCard Secure Code websites.

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 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 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

To what extent can I configurate my bike myself?

All Canyon bikes are shipped as illustrated and described. In the autumn of every year it is decided which models and equipment will be offered in the following season. Then we make bulk orders for components directly from the manufacturers. The advantages in price are then passed on by us to our customers. This is why it is not possible to make any modifications. 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 you 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

Can I also register complaints about accessories through my local dealer?

This is possible as long as your local dealer offers this service. If you wish to register a complaint about accessories such as from Magura or Manitou you can do so by taking your original Canyon invoice to your local dealer. Alternatively you can also send the components straight to the relevant service centre: Rock Shox, Sram, Avid = Sport Import, Industriestrasse 39, 26188 Edewecht, phone: 04405/92800, www.sportimport.de FOX= Toxoholics, Hauptstrasse 200, 66976 Rodalben, phone: 06331/258160

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.

How long does the warranty for the paintwork last?

We give a statutory 2 year warranty on frame paintwork excluding damage caused by external forces or chemical-based detergents.

Pure Cycling.