Can I install a child seat on my Canyon hardtail?
Unfortunately, this is not possible. Canyon Mountain bikes are designed as race machines with short chain stays and the sporty frame geometry doesn't leave enough space for a child seat. It also is not possible to fit a conventional child seat due to the cable routing of the front derailleur. For these reasons we are unable to approve our bikes for use with a child seat. Saddle bags also can't be fixed to our MTBs due to the rear triangles which are designed to achieve optimum stiffness. Saddle bags which can be fixed to the seat post may be used on our MTBs. However, a maximum weight of 12 kg should not be exceeded. In the case of carbon fibre seat posts saddle bags should not be fitted due to the thin-walled material.
Which body measurements are needed to choose the size of my new bike?
Mountainbike: For choosing the size of your mountain bike we need your inseam length, your height and your body weight. Road bike: For choosing the size of your road bike we need your inseam length, torso length, arm length and height.
Can I test-ride the bikes in the Canyon Shop?
You may test-ride our display models in Koblenz. Please note that we do not assemble every individual model in all available frame sizes. For example, our XC frame lines are genrally available in all sizes in our shop. To ensure the model you desire is available for a test-ride please contact our service hotline (+49 (0) 261 40 4000) or send us an e-mail. Please note that it is only possible to do test-rides here on our factory complex. Bike tours are not possible.
How do I prepare my bike for the road?
Frames are delivered ready assembled (with the exception of the handlebar and wheels) with all components in the Bikeguard together with a box containing small parts e.g. quick release levers etc. Position the handlebar in the centre of the bar clamp. Then turn the cover bolts of the stem until the handlebar is slightly tight. After fitting the wheels and closing the quick release, the final adjustment of the handlebar position can be made. A handbook is included with the delivery of every bike. On pages 6-8 there is a detailed and illustrated description.
How do I best bed- in my new disc brakes?
We recommend that you apply the brakes 30 times at a speed of around 30km/h. After that you can apply the brakes once until they become really hot, thus discharging solvents left over from the production process. This is best done on a clearly laid out descent at a reasonably slow speed and by allowing one brake to bind constantly on each descent. We strongly recommend that you bed-in your new brakes on traffic-free roads. The bedding-in of brakes allows the brake disc and pads to adjust to each other, thus achieving a high level of braking efficiency.
How long does the guarantee last for on the Shapeshifter gas spring?
The gas spring is covered by a 2 year legal guarantee which covers all repair costs. In addition to this we provide a 1 year warranty thereafter, which covers material costs during a repair. Wearing parts are not covered by the guarantee.
What is crash replacement?
The crash replacement service is restricted to the first owner of the bike and to damage which adversely affects the bike's function. We reserve the right to refuse this service in specific cases if we find that the damage has been caused maliciously or the damage is purely superficial. At this point we would expressly like to state that changing to a different model is not possible and the service can only be used once in a 3-year cycle. More information about crash replacements
Which tools do I need to help determine my body measurements?
Here is what you need to determine your body size: Spirit level, ruler, dowel and a helper. IMPORTANT! Make these measurements without shoes and in bike shorts. If possible, take a helper when making measurements. This makes it easier to obtain exact measurements.
What are the different ways I can order with Canyon?
You can order by telephone on +49 (0) 261 40 4000 from Monday to Friday 9 to 7 p.m, or by fax at +49 261 40 40050. On our web site you can put the desired bike or product into the shopping cart and then are directed by the order procedure. Internet orders must be generated by using the shopping cart (not by email), since all necessary data is gathered at that time and the completeness of the order is ensured. An order card is attached in addition to each Canyon catalogue. In order to expedite the fast processing of your order we ask you to always make certain that your info in particular your body measurements are exact and complete.
How do I set up the rear damper?
Adjust the negative spring travel (sag) to your riding style. This means how much the damper compresses (sags) with the weight of a rider on it. In the case of cross country and marathon riders about 10-20%, with Free riders approx. 15-30% and with Downhillers approx. 25-40% of the travel length. Before sitting on the bike slide the rubber O-ring to the top of the shock as this will help you see how much the shock compresses (sags). Turn the Damping Adjust halfway to the closed position.
Is there a maximum weight limit for carbon fibre frames?
Our Canyon racing bike frames are verified and approved up to a maximum weight of 120kg. However, this limit can vary depending on the choice of components and their individual weight limits.
The rear hub or freewheel of my new Canyon MTB are making unusually loud noises. What causes these noises?
A freewheel guarantees on all bikes with a derailleur or internal gear hub that the cranks don't rotate when freewheeling or riding downhill. In addition, the freewheel ensures that the transmission of power is created in the direction of travel. If no pedalling force is applied, then the rear wheel runs free. Two special toothed washers with face gears and a negative angle are responsible for the transmission of power in the freewheels of the 240 and FR hubs. This type of gearing system causes the very loud noises, for which the DT Swiss hubs are renowned in comparison to freewheel bodies with three or four pawls.
Will I incur any costs if I make a claim under the guarantee?
If you make a claim under the guarantee we will charge you the costs for shipment and modification as well as labour costs in our workshop. The guarantee only covers Canyon frames and Canyon forks on racer and triathlon bikes. We will not pay any other costs if you make a claim under the guarantee.
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.
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 expensive is the Canyon 50 point inspection?
The cost of the first inspection is €69,90 for a racing bike, €79,90 for an MTB hardtail and €89,90 for an MTB fullsuspension bike. Upon shipment of your new bike you’ll receive a coupon for our 50 point inspection for the special price of €49,90. You can redeem this offer within the first 6 months starting from the date of purchase. If you wish to ship your bike back to us, you need to send your bike to Canyon. After inspection, we send your bike back. More information about the shipping costs outside Germany can be found in our Shipping Terms.
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.
Will I incur any costs if I make a claim under the warranty?
If you make a claim under the warranty you will not incur any costs, including no costs for shipment, labour or material.
How do I measure my torso length?
What you need to measure your torso length: You need: A spirit level, ruler and a helper 1) Wedge the spirit level between your legs as you did when you measured your inseam, keeping your torso straight. 2) Then measure the distance from the upper edge of the spirit level to the base of the neck (at the breastbone) ensuring that the spirit level is kept in a horizontal position during the whole measurement. 3) Record this distance. This is your torso length.
Is there a Canyon dealer in my area or country?
Canyon sells its bikes directly and exclusively over the Canyon web site, Canyon catalogs and the shop in Koblenz. By direct sale we can offer our bikes with a substantial price advantage and without compromises in quality or service. Our trained staff and the PPS system provide for an optimal consultation and size selection.
Do I need to make an appointment for an inspection?
If you wish to hand in your bike personally for an inspection, then please make an appointment with us in advance before you do so. As a general rule, it is possible to collect a bike on the same day as the service if an appointment was made in advance. However, please note that this is only possible if there are no defective parts which must be returned to the manufacturer. Otherwise you can send your bike directly to us without making an appointment. You can find out how long the handling time will be from our service staff at our Service Hotline or on site here at Canyon. Please note that longer handling times can result when goods are returned to the manufacturer.
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.
How do I measure my shoulder width?
What do I need to measure my shoulder width: You need: A Ruler and a helper 1) Locate the bump on top of the shoulder (noticeable during arm movement). 2) With arms outstretched horizontally, measure the outermost shoulder bone on the left to the outermost shoulder bone on the right. 3) Measure this distance.
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.
How does the inspection process run?
You request a return note by phone or by e-mail. With this return note you then send your bike in to us. The bike should be packed as carefully as possible so that no damage occurs during transport. We recommend using the Bikeguard again for this purpose. The package must then be brought to the local post office. Upon receipt of your bike you will receive a confirmation of receipt from us. As soon as the inspection has been completed, you will immediately receive your bike cash on delivery. When paying by advance invoice, we send your bike immediately on receipt of payment. In the event that defects or damages requiring repair are discovered during an inspection, and these repairs would incur charges, our service staff will get in touch with you.
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 email@example.com. Please note that we can only reimburse invoices from other workshops after prior consultation with us.
How do I measure my arm length?
How to measure your arm length: Things you need: Tape measure, a dowel and a helper Let your right arm hang down loosely and reach over with your left hand to grasp your shoulder blade over the shoulder bone (same point you used for the shoulder width). 1) Find this point with the left hand. 2) Make a fist and grab the dowel with your right hand thereby simulating the grip on the handlebar. 3) Hold your right arm out laterally. 4) Rotate your fist until the dowel points upwards. 5) Measure from the outermost shoulder bone (marked by your left hand) to the centre of the dowel. 6) Record this distance. This is your arm length.
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 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.
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.
How do I measure my height?
What you need: spirit level, ruler and a helper. IMPORTANT! Make these measurements without shoes. 1) Stand up straight against a wall. 2) Place the spirit level on your head ensuring that you keep it horizontal. 3) Measure the distance from the lower edge of the spirit level to the floor. 4) Record this distance. This is your height.
Can I get a Canyon with different components or different colour?
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.
Do I have to let Canyon inspect my bike?
We’ll be more than happy to perform our 50 point inspection on your bike. We can give you more information by telephone or Mail. In principle, maintenance work can be undertaken by any bike shop. Maintenance of the fork and rear shock elements should be left to the respective manufacturer. Please pay attention to the instructions of the manufacturer, as the warranty can only be maintained if the required maintenance intervals are observed!
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.
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.
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: firstname.lastname@example.org
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.
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
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 do you need my email address?
Your email address allows us to report information about your order. We inform you by email about the status of your order. Your data is not passed on to third parties or used for advertising purposes. This is the reason we ask you to indicate your current contact details so that we can inform you in the fastest possible way.
Do out of service periods (e.g. caused by illness) have any influence on the length of warranty or service intervals for a bike?
The manufacturers expressly answer this question with no. Out of service periods do not have any influence on an extension of the warranty period. The warranty period starts from the date on which you receive the bike. The Canyon warranty service computation is included for repair. These service intervals are computed in the guarantee period. Out of service periods due to warranty work or servicing conducted in our workshop are added to the length of the warranty period. This is the only case which results in a prolongation of the warranty period.
When is a modification of handlebar width necessary or advisable?
After receipt of your body data we examine the dimensions and this results in an appropriate size bike for you. If your data is outside our parameters, we recommend that you change to another handlebar width that fits your riding style. The costs of a handlebar exchange amounts to 20€. This option is only available for roadbikes. The most relevant body measurement for a suitable handlebar width is your shoulder width. After your PPS data has been received, it is checked and compared with standard Canyon specifications. If your data deviates from our normal parameters, we recommend that you change to another handlebar width in order to achieve your ideal position on the bike. A handlebar exchange currently costs 20€. Our staff in the call centre will be pleased to help you should you require any further information.
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.
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.