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Canyon Endurace CF SLX 7 AXS with the Canyon ED 42 CF wheels![](\"https:\/\/www.newsbeep.com\/ca\/wp-content\/uploads\/2026\/08\/665091-kramon_260301_Canyon_Backstedt_00603-308bc2-original-1775213854-1024x683.jpg\"\/)
Canyon photo shoot in Flanders with Zoe B\u00c4CKSTEDT (GBR\/CANYON\/\/SRAM zondacrypto) over the Ponteweg cobbles.<\/p>\nBuying a bike online has always come with one obvious question: what happens when something goes wrong?<\/p>\n
For Canyon, that\u2019s the challenge Canadian manager David Cathcart has been hired to tackle. The long-time industry vet joined the brand in 2025.<\/p>\n
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 \u201cbuy\u201d is only now catching up.<\/p>\n
Canyon in Canada<\/p>\n
\u201cThe history of Canyon in Canada is that there\u2019s been tons of demand and lots of interest in Canyon because of the value proposition,\u201d Cathcart said. \u201cBut a lot of the additional work we\u2019ve put into improving the operational efficiency and the customer journey in other markets hadn\u2019t been completed here in Canada.\u201d<\/p>\n
Canyon Endurace CF SLX 7 AXS with the Canyon ED 42 CF wheelsCanyon photo shoot in Flanders with Zoe B\u00c4CKSTEDT (GBR\/CANYON\/\/SRAM zondacrypto) over the Ponteweg cobbles.<\/p>\n
\u00a9kramon<\/p>\n
Cathcart says that it\u2019s 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.<\/p>\n
Service partner network from coast to coast to coast<\/p>\n
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.<\/p>\n
Interestingly, many of those shops approached Canyon first.<\/p>\n \u201cIt was a pleasant surprise,\u201d he said. \u201cA lot of dealers wanted to become service partners. They know me from Rocky Mountain from the past, and they said, \u2018We\u2019re already seeing Canyons come in for service. How can we become part of the authorized service partner network?’\u201d<\/p>\n What will the shops do?<\/p>\n Those shops can perform warranty repairs, routine service and order proprietary Canyon parts, giving owners a local option instead of handling everything remotely.<\/p>\n \u201cYou may deal with us directly, but then we\u2019ll refer you to a service partner to have the work done so you don\u2019t feel like you\u2019re left out in the lurch.\u201d<\/p>\n For riders, another significant improvement is that many replacement parts will no longer need to be shipped individually from Germany.<\/p>\n Parts HQ in Ontario<\/p>\n 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.<\/p>\n \u201cIf you\u2019ve got an issue with a derailleur hanger or headset bearings, you don\u2019t have to wait for it to be shipped at significant cost,\u201d he said. \u201cWe can get those parts out to our service partners or directly to riders much more quickly and with less cost.\u201d<\/p>\n Peterborough is also becoming Canyon Canada\u2019s hub for returns.<\/p>\n Previously, riders making use of Canyon\u2019s 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.<\/p>\n On duty<\/p>\n The other major change is one many Canadian online shoppers will appreciate.<\/p>\n 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\u2019s door.<\/p>\n \u201cWe want to take that concern and that friction out for riders,\u201d he said. \u201cWhen somebody checks out on Canyon.com, they\u2019ll know that\u2019s the price.\u201d<\/p>\n He admits unexpected import charges have been a source of frustration for some customers. If you\u2019ve been there, you know it can be a shock to get an extra fee for an important purchase you\u2019ve priced out.<\/p>\n \u201cI\u2019ve heard some horror stories,\u201d Cathcart said. \u201cThinking of myself as a Canadian and as a rider, I don\u2019t want anybody to go through that, so it\u2019s a top priority.\u201d<\/p>\n The role of the local shop<\/p>\n While Canyon\u2019s direct-sales model differs from traditional bike brands, Cathcart doesn\u2019t see local bike shops as competitors. Instead, he believes they play an important role in supporting riders once a bike arrives.<\/p>\n \u201cWe\u2019re not in competition,\u201d he said. \u201cWe want to take care of the rider, we want to work with the dealers, and we want to create a bigger cycling community.\u201d<\/p>\n![\"\"](\"https:\/\/www.newsbeep.com\/ca\/wp-content\/uploads\/2026\/08\/2025_BRA_Canyon-Experience-Partner_x_Web_Landing_01_3840x1660_ALL-scaled.jpg\")
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