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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.

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 long are the suspension struts and dampers covered by a warranty?

All suspension struts are covered by a two-year manufacturer's warranty. This does not cover wearing parts such as lubricants, bushes and seals.

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 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.

Why do I have to record my body measurements? What happens with this data?

All necessary body data and the correct measuring procedure are requested by our PPS system. Since we sell our bikes directly to you, the Canyon call centre is the most important interface between you and us: Competent, passionate riders advise you with bike fit regarding your targeted application, your body size as well as your personal ergonomic needs. With the Canyon Perfect Positioning system we can determine from your body measurements, which frame size you need.
With the Canyon Perfect Positioning system we can determine from your body measurements, which frame size you need.
 
Since we sell our bikes directly to you, the Canyon call centre is the most important interface between you and us: Competent, passionate riders advise on you what bike is best suited to your targeted application, your body size and personal ergonomic needs.

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.

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.

Do I have to send my complete bike in if I have unusual noises coming from the wheel?

Since the reasons for noises at the wheel can be misleading, we ask you to send your complete bike to us. Contact our Service Hotline on +49 (0) 261 40 4000 before sending your bike as we might be able to offer some tips over the phone that can help fix the problem.

Do I have to send my complete bike in if I, for example, have a defect on the fork or brake?

In case of a defect in a component like this, we only need the component sent to us. If you can disassemble and reassemble the bike yourself, you only need to send us the defective part.

Pure Cycling.