Canyon Support Centre

FAQ & Support Articles

Canada FAQ

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Canada FAQ

All
- Canada FAQ + -
  - All
  - General
  - Shipment & Delivery
  - Return & Refund
  - Sales
  - Service
  - Taxes & Import Duties
  - Payment
- Buying Advice + -
  - All
  - Sizes
  - Quality
  - Showroom
  - Bikes & More
- Bike models + -
  - All
  - Road
  - MTB
  - E-Bike
  - Gravel
  - City & Trekking
  - WMN
- Order & Payment + -
  - All
  - Payment Methods
  - Availability
  - Order change & Cancellation request
  - Taxes, Customs & Exports
- Shipping & Pickup + -
  - All
  - Shipping information
  - Order status
  - Bike Guard
  - Showroom pickup
- Technical issues + -
  - All
  - Bike setup
  - Components & Manufacturer information
  - Exploded drawings
  - Inspection, Repair & Conversion
  - Packing the bike
  - Quick Start Guides
  - Recalls & Safety instructions
- Returns & Refunds + -
  - All
  - Return process
  - Right of return
  - Showroom return
- Complaints & claims + -
  - All
  - Guarantee & Warranty
  - Inspection & Repairs
  - Components & Manufacturer information
- About Canyon + -
  - All
  - News
  - Company
  - Direct dispatch
  - Press enquiries
  - Recalls & Safety instructions
  - Showroom

- Our headquarters are located in Koblenz, Germany, between Frankfurt and Cologne. All our bikes are assembled and shipped from here. Our direct-to-consumer model cuts out the middle man, and we pass those savings directly on to you along with your dream bike. In select countries, we have service locations (for instance in the Netherlands) or rental partners (such as in Mallorca) where you can rent our bikes for a cycling vacation. Our direct-to-consumer model ensures that you always get the best bike for the best price.
- Canyon Bicycles was founded in 2002. In 2003, we started our trailblazing online direct sales business. But our roots go back much further than that – in 1985, Roman Arnold and his brother Franc founded Rad-Sport-Arnold GmbH. They saw a demand for direct sales of bikes, frames, and parts through a mail-order catalogue. Today, we work with the best cyclists in the world and do everything we can to build the best possible bike across all disciplines. The pros give us valuable feedback that directly influences our product development. The results speak for themselves. Numerous national and international victories, world championships, stage wins, podium placements and other achievements – Canyon bikes are built to win.
- We couldn’t be more happy that you are enjoying your Canyon bike and our brand. It’s great to know that we’ve sparked that enthusiasm and that you’re out there exploring. You can find any number of groups and channels for networking and inspiration on social media like Instagram, Facebook, and others. If you take a look, you’ll find us there.
- Plainly and simply, it means the lowest price for you. We exclusively sell directly to you, without going through any retailers or sales partners. As pioneers of direct sales in the cycling world, we have worked like that from day one. As a result, we always offer you the best bike for the best price.
- Your bike will arrive packaged in our custom Bike Guard. In most cases, you only have to align the handlebar or cockpit, mount the seatpost, and install the front wheel. In some cases, especially with large frame sizes, you may also need to install the rear wheel.
- That depends on where you are in Canada. On average, it takes 1–2 weeks to deliver an order.
- All Canadian orders are shipped using UPS. After placing your order, you will receive an expected delivery date. Once we’ve handed over your delivery to UPS, you will receive a tracking link so you can keep track of your shipment. Please note that the prices on our website are net prices. UPS will charge an additional 13% import duty for bikes and between 0 and 18% for other gear. In addition, UPS will charge sales tax depending on your location (GST/PST or HST).
- All prices on our website are net prices. The following additional charges apply: CAD 99 shipping for bikes, CAD 49 for accessories, CAD 29 for the Bike Guard – our custom reusable transport box – as well as an optional CAD 130 fee for delivery and assembly by Velofix. UPS will charge an additional 13% import duty for bikes and between 0 and 18% for other gear. In addition, UPS will charge sales tax depending on your location (GST/PST or HST).
- In addition to your bike, you will receive assembly instructions in the form of our Quick Start Guide. The Bike Guard also contains all the tools needed for assembly.
- We do normally offer a pick-up service in Koblenz. However, this is currently not possible due to the coronavirus pandemic. In the future, it will be an option. However, please note that you will have to pay German sales tax, which you can get refunded, and pay Canadian taxes and import duties upon bringing your bike home.
- You can return your bike within the official return period. More information is available here. As an additional premium service, you can also return your bike through velofix if you don’t fancy disassembling and reboxing your bike yourself. The fee for this service is CAD 199.
  
  Please use the return process for your refund and keep all the relevant paperwork.
  - Request the return process via MyAccount or customer service.
  - Canyon will send you the Wallbill and commercial invoice. Please keep all documents.
  - Securely package the bike in the Bike Guard for transport and apply the shipping label to the Bike Guard.
  - Drop the Bike Guard off at a UPS location or have it picked up. You can reach the UPS pick-up service via 1800-PICK-UPS.
  - You will then receive several documents that you will need in order to get import duties and taxes refunded.
  - A customer service representative will request several documents from CBSA. It can take 3–5 work days for these to arrive.
  - The documents will be e-mailed to you in PDF format. Most information is already entered, and you only need to sign the document.
  - Send the signed document to the CBSA address found on the UPS Cover Page. Include the following documents:
  > All UPS paperwork
  > Proof of payment of Duty/GST/Tax
  > UPS invoice that you got when the bike came to Canada
  > Incoming UPS Tracking number
  > Outgoing UPS Tracking number
  > Proof of Payment from Canyon
  > Proof of Refund from Canyon
  - All documents must be sent to CBSA via Canada Post using the address provided by UPS. Then, it takes 3–4 weeks for CBSA to send your refund.
- We are committed to providing the best service with the best quality in the shortest possible time. Our mobile service partner network handles all Canadian customers, and our service representatives were specifically trained for the Canadian market and are at your disposal during the respective hours of operation.
- We typically offer test rides at our showroom in Koblenz, Germany. We’re also working on holding events in Canada in the future. However, these are currently on hold due to the coronavirus situation. As soon as the events start again, we’ll be right there!
- This is possible. However, we don’t recommend it, because the applicable taxes and import duties are fairly high. In addition, you may encounter issues if you require service at a later date, since Canyon USA and Canyon Germany are functionally separate entities. This means that due to data protection guidelines it may not be possible for Canyon Germany to provide service to a customer registered with Canyon USA.
- Most of our bikes are also available in Canada. However, we are still working on getting our e-bikes to Canada. So if you’re looking for an e-bike, you may need to wait a little longer.
- Our global headquarters are in Koblenz, Germany. We handle shipping and service in Canada from here, without the need for a dedicated location in Canada. Our customer service team in Germany is here for you. For technical questions, we’ve also partnered with Velofix.
- We don’t recommend that. Why? Our service team in the US and the one in Koblenz – which is also handles requests from our Canadian customers – work with different systems and may not have access to the same data. In order to guarantee good service, we ask you to coordinate your service needs with our customer service in Koblenz. Our team can either help you directly or put you in touch with our Canadian service partner Velofix.
- Simply contact our customer service team if you need advice. You can reach them via chat, telephone, or through the contact form on our website.
- We ship all products you can see in our web shop directly from Koblenz, whether it’s a bike, a jersey, an inner tube, or a seatpost.
- In addition to our customer service via the Global Service Centre in Koblenz, Germany, we offer regional service in Canada through our partner Velofix. Simply contact our customer service via chat, telephone, or the contact form on our website for any service needs. For a general overview of Canyon services, click here.
- The fees for a service provided through Velofix depend on the individual case. Simply get in touch with our customer service so that we can find the right solution for your requirements.
- We not only want to offer you the best bike for the best price, but also provide the best service with the highest quality in the shortest possible time. That is why we have partnered with Velofix. Together, we can ensure that inspections, warranty claims, and most repairs can be handled on site in Canada.
- For all service matters, including warranty or guarantee claims, please start by contacting our customer service team. That way, we can work together to find a solution for you.
- You can always get in touch with our customer service team via the contact form on our website. As our customer service team is based in Koblenz, Germany, it may take some time to get back to you due to the time difference. Depending on your province, we are available via chat or telephone during the following times:
  
  Mon-Fri until 1PM (EST)
  Mon-Fri until 12pm (CST)
  Mon-Fri until 11am (MST)
  Mon-Fri until 10am (PST)
- You can always get in touch with our customer service team via the contact form on our website. As our customer service team is based in Koblenz, Germany, it may take some time to get back to you due to the time difference. You can also reach us via chat or telephone. The chat option is visible on the website whenever an agent is available to help you. You can give us a phone call using the following number: +1-844-846-9569
  
  Depending on your province, we are available via chat or telephone during the following times:
  
  Mon-Fri until 1PM (EST)
  Mon-Fri until 12pm (CST)
  Mon-Fri until 11am (MST)
  Mon-Fri until 10am (PST)
- If you want to have your bike serviced by Canyon, please get in touch with our customer service team first. They will decide on a case-by-case basis whether our Canadian service partner Velofix can help or whether another solution is called for.
- We try to handle all service cases directly through our service partner Velofix. That way, we strive to offer you the best possible service in the shortest possible time. The following services are provided through our service partner Velofix:
  
  - Inspections and maintenance
  - Guarantee cases
  - Assembly upon delivery
- Our specially trained customer service representatives at the Global Service Centre in Koblenz, Germany, also speak English and French.
- If you want to have your bike serviced by Canyon, please get in touch with our customer service team first. They will decide on a case-by-case basis whether our Canadian service partner Velofix can help or whether another solution is called for.
- 1) Estimated Sales Tax on Bike
  All prices displayed on our website in CAD, are exclusive sales tax (GST, PST, HST). Sales tax calculation is depending on your location of residency and based on the price of goods, plus shipping and packaging and including import duties. At check-out you pay the net price to Canyon, but will be informed about the estimated sales tax for your bike order, which is due to UPS on delivery of your bike and gear products.
  
  2) Estimated Import Duty on Bike
  All bikes imported into the Canadian country are subject to a 13% import duty charge. Duty calculation is based on the price of goods, plus shipping and packaging. Import duty charges for accessories differentiate depending on the product group (see “Estimated Import Duty on Accessories”). At check-out you pay the net price to Canyon, but will be informed about the estimated import duty charge for your bike order, which is due to UPS on delivery of your bike and gear products.
  
  3) Estimated Import Duty on Gear
  All prices for gear products on our website in CAD, are exclusive local Canadian sales tax and import duties. Sales tax calculation is depending on your location of residency and based on the price of goods, plus shipping and packaging and including import duties. At check-out you pay the net price to Canyon, additional import duty charges and local sales tax are due to UPS on delivery. See the table below for more information on import duty rates for different product groups.
  
  Product Group // Import Duty Rate
  Pedals 0.00%
  Bottle Cage 0.00%
  Fender-Set 0.00%
  Tubes 0.00%
  Derailleur Hanger 0.00%
  Service Parts 0.00%
  Bike Computer 5.50%
  Bikestand 6.50%
  Bells 6.50%
  Chain Lube 6.50%
  Bottles 6.50%
  Locks 6.50%
  Computer Mounts 6.50%
  Tools 7.00%
  Helmets 8.50%
  Caps 12.50%
  Shoes 16.00%
  Jerseys 18.00%
  Socks 18.00%
  T-Shirts 18.00%
  Bib-Shorts 18.00%
  Gloves 18.00%
  Neck Tube 18.00%
  
  4) Customs clearance fee
  Depending on the products and number of products ordered, a customs clearance fee may be charged. For more information, please contact UPS for bikes and accessories.
  
  5) Estimated charges upon Delivery
  At the time of delivery, you will receive an invoice with VAT and customs clearance duties, to be paid directly to UPS. See example below.
  
  6) Shipping costs
  For more information on shipping costs, see shipping information.

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FAQ & Support Articles

Where is Canyon based?

Who or what is Canyon?

As a Canyon fan, I’d like to join a community of like-minded riders – are there any?

What does ‘direct-to-consumer’ mean?

How much assembly is required when my bike arrives?

How long will it take Canyon to deliver my bike or other purchase to Canada?

How will my Canyon bike be shipped?

Are there additional costs after ordering?

What equipment is included when I order a bike?

Can I pick my bike up from the showroom in Koblenz (GER)?

What is the process for returning a Canyon bike?

How long does it take to handle a warranty or guarantee claim?

I want to test-ride a Canyon. Where can I do that?

Can I also order a bike from the US website?

Will the full range of Canyon bikes be available in Canada?

Are there Canyon locations in Canada?

Can I have my bike from the US serviced in Koblenz?

What if I need buying advice?

Which products are shipped from Koblenz (GER) to Canada?

What service does Canyon offer?

What does the Velofix service cost?

Who or what is Velofix?

What do I do in case of a warranty or guarantee claim?