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Order & Payment

All
- 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

- All payment-related information can be found on our Payment page.
- There are 3 probable reasons:
  - Your bank has not yet authorised 3D Secure 2 authentication*
  - On your order, the credit card security check failed
  - The payment exceeds your credit card limit
  In all cases, please contact your bank for further assistance.
  
  Please note: For all credit card payments, data is exchanged using the 3D Secure 2 authentication procedure, to comply with the *PSD2 (Payment Services Directive 2) payment regulation compulsory in Germany.
- Unfortunately, it is not possible to redeem one or more gift cards in combination with the payment methods prepayment, cash on delivery, JobRad, Financing, and Cyclescheme.
- You can easily check the remaining balance of your voucher here.
- When you buy a voucher from us online, you can top it up with between €25 and €1000. You'll receive an email with the activated voucher as a PDF. the voucher can be redeemed straight away and it is valid for 4 years. During the checkout process, you can use up to 5 vouchers on one order. Simply enter the code and the corresponding PIN on the website (both are printed on the voucher). Please note: you cannot use a voucher to pay for a purchase you've already made. So always make sure to redeem the voucher when making your purchase, using the 'Redeem' button at checkout.
- You will then receive one or all of the vouchers you paid with as a digital gift card(s) with the redeemed value sent to you by email. If you return only part of the order, you will receive the corresponding amount of the voucher value back. If you paid with another payment method in combination with the gift card, you will first be refunded on the new voucher (up to the maximum amount of the old voucher) and then the remainder will be refunded onto the other payment method.
- A Canyon gift card basically works the same as cash. If you lose it or it gets stolen, unfortunately we can't replace it.
- You can buy digital voucher cards directly here on our website. Physical voucher cards are available in our showroom in Koblenz.
- There can be a few reasons for this:
  - the voucher has already been redeemed
  - the voucher code or pin has been entered incorrectly
  - the voucher amount is still reserved because it has already been entered and redeemed once in the last 45 minutes, but the purchase has not been finalised. Please try again in one hour
  - the voucher has expired
- It is not possible to buy or redeem gift cards as a company and corporate customer.
- It is a contribution for the purchase of bicycles and e-bikes. The "mobility voucher" can cover up to 60% of the expenses of the purchase, and up to 500 euros.
- Adults 18 and over living in cities with more than 50,000 inhabitants.
- The voucher is retroactive and can be applied for purchases made from May 4, 2020. This incentive will remain in effect until December 31, 2020.
- You can buy a standard bike or an electric bike. All our bikes can be purchased with the voucher, you can choose between city bikes, e-bikes, road bikes and MTBs.
- To obtain the contribution, just keep the invoice and, as soon as it is online, access via SPID (Public Digital Identity System) credentials on the portal which will be activated by Ministry of the Environment.
- Yes! Just keep the invoice that you will receive together with the bike and follow the procedures indicated on the institutional channels to receive the refund.
- For the latest updates on the bike bonus, see the official website of the Ministry of the Environment. We will share new updates on the bonus as soon as it is published on the institutional channels.
- Once you have selected a specific model on our website, you will find the different frame sizes with the expected delivery date under the model name and colour selection. Bikes available ‘From stock’ can be shipped within a few working days. If the bike you were looking for is sold out, please get in touch with our service centre and one of our experts will be happy to help you find the right alternative. Contact Us
- Bikes marked as 'Available from stock' on our website are usually in storage at Canyon.Factory, ready to be shipped within a few working days. Please be aware that these bikes are not kept in our showroom in Koblenz, so it’s not possible to buy them on-site.
- In the Canyon Factory Outlet, you can get big discounts on bikes with minor visual imperfections, bikes that have already been ridden, and leftover stock (both bikes and accessories). All outlet bikes are immediately available from stock and can be shipped within a few working days. To see the current offers, visit the Outlet.
- You can easily do this yourself right up until shortly before your order is shipped, there are two options:
  
  I have a MyAccount:
  Log in to your MyAccount and click on 'Order history'. There you can change your order directly.
  
  I do not have a MyAccount:
  Without a MyAccount, go to the Canyon order tracking page and enter your order number and email address. Your chosen order will then appear, and you can change it there.
- All Canyon bikes are shipped as illustrated and described – selecting alternative component configurations is not currently possible. A quick tip: on bikes with traditional handlebars with non-integrated stems, you can order a stem with a different length when you buy your bike. To change your bike’s fit, just swap out the stem during assembly.
- Please note:
  
  We can only refund VAT if you adhere to the steps described here.
  
  VAT reimbursement is a voluntary service provided by Canyon. No legal claim exists to this service.
  
  VAT reimbursement is only possible on orders shipped to Germany, Belgium, Denmark or the Netherlands and afterwards exported out of these countries. For the Netherlands, you have to follow a special procedure – please contact our partner in the Netherlands in advance.
  
  It’s not possible to get a refund for VAT paid on shipping costs.
  
  Canyon does not provide pre-filled customs clearance forms.
  
  1. General information on VAT refunds for goods exported in personal baggage
  
  If your country of residence is a non-EU country, and you export the goods you purchased from us back to your country of residence, you can claim VAT reimbursement. Your country of residence is the country where you are officially registered as living (as officially documented on your passport, ID document, or other documents required for border crossing). When ordering, your billing address must be located in this country, and your delivery address should differ from the billing address.
  To get the VAT reimbursed, you must have proof that the goods were exported before the end of the third calendar month after you recieved them.
  
  The goods are not officially considered as exported if:
  
  The buyer has the goods exported by a shipping company, rail, postal company or other shipping agent.
  
  The buyer does not transport the goods in their own baggage, but transports them in e.g. a lorry.
  
  2. VAT refund on orders of goods delivered to an EU address (only for countries listed above)
  
  After you have received the goods, at the customs office of the last EU country before leaving the EU border, get official stamped confirmation of: 1): the customs clearance of the exported goods specified in your receipt from Canyon and 2): that your residence address stated on your Canyon receipt is consistent with your place of residence indicated in your passport or equivalent ID document. The stamped confirmation must state the place and date of the confirmation. Send the original Canyon invoice with a customs stamp, and also your bank details (account number and account holder), to the following address:
  
  Canyon Bicycles GmbH
  Abt. Auftragsbearbeitung
  Karl-Tesche-Str. 12
  56073 Koblenz
  Germany
  
  Before sending the documents, please make copies for your own records. We will refund the VAT to the account you specify after the 30-day right of return has expired.
  
  3. VAT refund on goods collected or purchased in the Canyon Showroom in Koblenz
  
  For goods collected or purchased at our showroom in Koblenz, we offer VAT reimbursement exclusively in collaboration with our partner Global Blue. If you have ordered the goods online in advance, you must enter a non-EU address as the billing address. This must be the same as your official residence address (as stated in your passport or other ID document). When collecting your order in Koblenz, please inform our staff that in addition to your receipt, you also require a Global Blue Tax-Free cheque and a stamped Global Blue return envelope for your VAT refund.
  
  There are multiple ways to cash the tax-free cheque:
  
  At more than 600 Global Blue refund offices around the world.
  
  Send the cheque and stamped original invoice to Global Blue with the stamped return envelope enclosed.
  
  Please be aware that Global Blue charges a flat service fee for this service based on the value of the purchase.
  
  You can find further information at https://www.globalblue.com/tax-free-shopping/how-to-shop-tax-free.
  
  Tip for Swiss residents: if you live in Switzerland, and you want to make a purchase in the Canyon Showroom and export it to Switzerland, you must follow a special process. For further information, refer to the FAQ titled ‘Special order collection process for Swiss residents’.
- When importing the goods into the destination country, it is your responsibility to have the goods pass customs clearance. The amount of taxes and customs duties to be paid varies from country to country and depending on the type and value of the goods. Different countries also have different customs regulations. This means we cannot say how high customs duties and local taxes will be on a specific order.
  
  Our shipping partners for non-EU deliveries are UPS and DHL Freight. Normally, they take care of the entire customs clearance process for you. In this case, you can just pay any fees directly to them. If UPS or DHL Freight do not offer this service in your chosen delivery country, you must import the goods yourself. For more information, please contact your local customs office.
- In this case, the bike or components are usually subject to import charges such as customs duties and import sales tax. If you send the bike within the warranty period, we pay all applicable taxes and import charges. Outside the warranty period, we will charge you for the costs incurred.
  
  If you are returning goods from a non-EU country to a Canyon Service Centre within the EU, it is possible to get duty-free clearance under the following conditions only:
  
  The original export of the goods took place within the last three years.
  
  You can provide evidence for the original export (proof of export, or an export receipt or invoice with customs stamp).
  
  The goods are returned from the original country of delivery.

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FAQ & Support Articles

What payment methods does Canyon accept?

My credit card payment was declined. Why?

Which payment methods cannot be combined with one or more gift cards?

How can I check the remaining balance on the gift card?

How does the gift card work?

What happens to the voucher if I return the order?

What happens if I lose the gift card?

Where can I get a Canyon gift card?

Why is my voucher code not accepted?

Is it possible to buy and redeem gift cards as a company?

What is the voucher?

Who can get the voucher?

When can it be used from, and until when is it valid?

Which bikes can be purchased with the voucher?

How is the discount applied?

Can I purchase a Canyon with the voucher?

Where can I find the latest updates on the bike bonus?

How do I check current estimated shipping dates and availability when buying a bike?

What does it mean if a bike is ‘Available from stock’?

Can I buy a Canyon bike cheaper than the retail price?

I would like to change my billing address, shipping address or payment method, or add or remove an item from my order.

Can I customise my bike when I order?

I bought a product from Canyon and want to export it to a non-EU country. How do I get the VAT refunded?

Who is responsible for handling taxes and customs duties when shipping to a non-EU country, and are there any considerations to keep in mind?

I live in a non-EU country and want to send my bike or components to Canyon for servicing. What should I consider when importing into the EU?

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