Buying a bike online has always come with one obvious question: what happens when something goes wrong?
For Canyon, that’s the challenge Canadian manager David Cathcart has been hired to tackle. The long-time industry vet joined the brand in 2025.
The German direct-to-consumer brand has been selling bikes in Canada since 2020, but Cathcart says much of the work that supports riders after they click “buy” is only now catching up.
Canyon in Canada
“The history of Canyon in Canada is that there’s been tons of demand and lots of interest in Canyon because of the value proposition,” Cathcart said. “But a lot of the additional work we’ve put into improving the operational efficiency and the customer journey in other markets hadn’t been completed here in Canada.”
Canyon Endurace CF SLX 7 AXS with the Canyon ED 42 CF wheels
Canyon photo shoot in Flanders with Zoe BÄCKSTEDT (GBR/CANYON//SRAM zondacrypto) over the Ponteweg cobbles.
©kramon
Cathcart says that it’s really about how they ensure the ownership experience is good, how they ensure parts availability when you own a Canyon, and how they ensure you can find somebody to help you take care of it.
Service partner network from coast to coast to coast
One of the biggest changes has been the creation of an authorized service partner network across the country. Since joining Canyon last August, Cathcart says the company has established 20 service partners stretching from Victoria to Halifax, with multiple locations in larger markets such as the Greater Toronto Area and Montreal.
Interestingly, many of those shops approached Canyon first.
“It was a pleasant surprise,” he said. “A lot of dealers wanted to become service partners. They know me from Rocky Mountain from the past, and they said, ‘We’re already seeing Canyons come in for service. How can we become part of the authorized service partner network?’”
What will the shops do?
Those shops can perform warranty repairs, routine service and order proprietary Canyon parts, giving owners a local option instead of handling everything remotely.
“You may deal with us directly, but then we’ll refer you to a service partner to have the work done so you don’t feel like you’re left out in the lurch.”
For riders, another significant improvement is that many replacement parts will no longer need to be shipped individually from Germany.
Parts HQ in Ontario
Cathcart says Canyon has established a Canadian parts inventory in Peterborough, Ont., allowing common items such as derailleur hangers, headset bearings and other proprietary components to be shipped domestically.
“If you’ve got an issue with a derailleur hanger or headset bearings, you don’t have to wait for it to be shipped at significant cost,” he said. “We can get those parts out to our service partners or directly to riders much more quickly and with less cost.”
Peterborough is also becoming Canyon Canada’s hub for returns.
Previously, riders making use of Canyon’s 30-day return policy had to ship bikes back to Germany. Returns are now handled within Canada, a change that also prepares the company for the launch of its electric mountain bike lineup.
On duty
The other major change is one many Canadian online shoppers will appreciate.
Cathcart says Canyon is transitioning to a delivered duty paid (DDP) model, meaning duties and brokerage fees will be included in the purchase price instead of being collected unexpectedly when a bike arrives at the customer’s door.
“We want to take that concern and that friction out for riders,” he said. “When somebody checks out on Canyon.com, they’ll know that’s the price.”
He admits unexpected import charges have been a source of frustration for some customers. If you’ve been there, you know it can be a shock to get an extra fee for an important purchase you’ve priced out.
“I’ve heard some horror stories,” Cathcart said. “Thinking of myself as a Canadian and as a rider, I don’t want anybody to go through that, so it’s a top priority.”
The role of the local shop
While Canyon’s direct-sales model differs from traditional bike brands, Cathcart doesn’t see local bike shops as competitors. Instead, he believes they play an important role in supporting riders once a bike arrives.
“We’re not in competition,” he said. “We want to take care of the rider, we want to work with the dealers, and we want to create a bigger cycling community.”
Once the Delivered Duty Paid (DDP) program is fully in place, Canyon also plans to introduce “Collect & Ride” in Canada, allowing customers to have their new bike shipped to a local partner in your area for final assembly and setup before they ride away.
“The shops are experts in their communities,” Cathcart said. “They can offer the fit, make service adjustments and help riders with everything from apparel to helmets and accessories. We’ve helped connect a new customer with a great local shop.”
For a company built around selling bikes online, Canyon is betting that a stronger local support network will make owning one feel a lot less remote.
To check out Canyon’s line, go to Canyon.com