FAQ

Backorder

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than two weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What does ”available on backorder” mean?

This means that the product is currently not in stock at The Canyon Store. You can still order the article, and The Canyon Store will then order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.

Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.

Payments

How can I pay? Do you accept credit cards?

We accept the following payment methods:

    • Direct Bank Transfer
      • Make your payment directly into our bank account: IBAN BE34 5230 8066 6790 (TRIOBEBB) . Please use your Order ID as the payment reference. Your order won’t be shipped until the funds have cleared in our account. All payments must be done in Euro. Please make sure to use the correct name for the beneficiary, which is BVBA Unit05 IT Services. Your bank transfer may get refused/rejected if you use an incorrect name.
    • SOFORT Banking
      SOFORT Banking
    • iDEAL
      iDEAL
    • Bancontact/Mister Cash
      Bancontact/Mister Cash
    • Belfius Direct Net
      Belfius Direct Net
    • PayPal
      PayPal Acceptance Mark

CanyonStore.be only accepts credit cards via Paypal. We cannot process credit cards directly.

When will my goods be shipped?

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.

We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

Articles which are paid by bank transfer will be handled and shipped at the moment that the payment has been cleared on our bank account. On average this takes two days for payments within the Single Euro Payments Area (SEPA) – quite often it takes just one day, but sometimes it takes three days.

Products

Can I return goods? Or exchange them?

Yes, you can return or exchange goods.

The customer is entitled to cancel the order within fourteen (14) days of receipt thereof. The items must be returned undamaged and in their original packaging, along with the labels, stickers, etc. The mailing costs for returning the items are always borne by the customer.

The customer can ask for a (partial/complete) refund, or exchange of product. In some cases, exchange or return of products is not possible. This will be clearly marked in the product description. Usually this is the case for end of life products (“old models”), which are being sold at heavily reduced prices.

Return mailings must always be reported in writing to the seller upfront.

Is there an actual physical store? I want to try on shoes before buying them

The Canyon Store is a webshop with a showroom in Halen (Belgium). you can pass by and try on shoes, neoprene suits or just have a look at the goods in the showroom. Note that this is on demand, so please contact us to make an appointment.

The stock is kept in a separate location, i.e. a warehouse. Not all goods are available in the showroom. The showroom is mainly meant to try on goods such as shoes.

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than two weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What does ”available on backorder” mean?

This means that the product is currently not in stock at The Canyon Store. You can still order the article, and The Canyon Store will then order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.

Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.

Why do I see prices with and without VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination. If we have to ship your order to a country inside the EU then we are obliged to add VAT. If we have to ship your order to a country outside the EU then we don’t have to add VAT.

If you select a shipping destination outside the EU, then the website will automatically display the correct prices (excluding VAT).

Will the seat protector fit my harness?

Unsure if the seat protector fits your harness? Measure the width of the belt of the canyoning harness… In the picture below you can see (as an example) the Petzl C86 harness which has a 44mm webbing. If it is 44mm (or even a little less) then the Singing Rock, Rodcle, Aventure Verticale, Petzl or Edelrid seat protectors will fit.

 

seat protect - measure your harness

Return policy

Can I return goods? Or exchange them?

Yes, you can return or exchange goods.

The customer is entitled to cancel the order within fourteen (14) days of receipt thereof. The items must be returned undamaged and in their original packaging, along with the labels, stickers, etc. The mailing costs for returning the items are always borne by the customer.

The customer can ask for a (partial/complete) refund, or exchange of product. In some cases, exchange or return of products is not possible. This will be clearly marked in the product description. Usually this is the case for end of life products (“old models”), which are being sold at heavily reduced prices.

Return mailings must always be reported in writing to the seller upfront.

Shipping

Do I have to pay VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination.

If we have to ship your order to a country inside the EU then we are obliged to add VAT.

If we have to ship your order to a country outside the EU then we don’t have to add VAT. Keep in mind though that the customer may have to pay import duties or import taxes on their order! In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 400 euro, 800 euro, or any other amount. Please check this with your customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

Do you also offer free shipping?

Yes, we do, but only to certain destination countries and for orders above a certain amount. The table below shows which destination countries and which amounts entitle you to free shipping.

Free shipping with Bpost on orders above
Belgium € 0.00
France € 100.00
Germany € 100.00
Luxembourg € 100.00
Netherlands € 100.00
Republic of Ireland € 100.00
United Kingdom (UK) € 100.00

All order amounts are in Euro, including VAT. Click here to see the cost of shipping to other destination countries, or in case your order is below these amounts.

Do you know about how long it usually takes to ship to the United Sates?

On average it takes 10 days to ship to the USA. This is an average, based on past experience. However, please note that the US Customs department has the right to detain and inspect a package. This happens rarely, but it can happen, and there’s nothing we can do about that. If they do detain a package it may take up to four weeks before a package arrives. So in summary, expect arrival in 10 days, but don’t be surprised if it takes a month.

Do you ship worldwide?

Yes, we ship to (nearly) all countries.

Click here to see the cost of shipping, and here to see in which cases you can get free shipping.

I am living outside the European Union. Do I have to pay import taxes?

Customs and Import Duties Information: You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; CanyonStore has no control over these charges and cannot predict what they may be. Upon ordering this product you agree to pay any duties, customs or fees required by your government or the shipper. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Canyon Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. All refused international shipments will be charged return shipping fees.

In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 200 euro, 400 euro, 800 euro, or any other amount. Please check this with your local customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

You don’t have to pay import duties inside the European Single Market!

Some of the products are listed as being on backorder. If I place an order today, will the entire order ship at once when backordered items become available or will I receive separate shipments?

Most backordered items are back in stock in a reasonable time, i.e. between one and three weeks. As long as the delay is less than three weeks then the order will be shipped as one package as soon as all items are available. Should the delay become more than two weeks, then we will contact you to see what we can do. By default, all orders are shipped as one package.

What is the cost of shipping?

The cost of shipping is based on the destination country. CanyonStore.be ships with BPost.

Shipping with Bpost
Belgium € 0.00
Germany € 9.99
Luxembourg € 9.99
Netherlands € 9.99
United Kingdom (UK) € 9.99
Austria € 19.99
Croatia € 19.99
Czech Republic € 19.99
Denmark € 19.99
Estonia € 19.99
Finland € 19.99
France € 19.99
Hungary € 19.99
Italy € 19.99
Latvia € 19.99
Lithuania € 19.99
Poland € 19.99
Portugal € 19.99
Republic of Ireland € 19.99
Romania € 19.99
Slovakia € 19.99
Slovenia € 19.99
Spain € 19.99
Sweden € 19.99
Other countries pricing on request

CanyonStore.be also offers free shipping to certain destination countries and for orders above a certain amount. The table below shows which destination countries and which amounts entitle you to free shipping.

Free shipping with Bpost on orders above
Belgium € 0.00
France € 100.00
Germany € 100.00
Luxembourg € 100.00
Netherlands € 100.00
Republic of Ireland € 100.00
United Kingdom (UK) € 100.00

All order amounts are in Euro, including VAT.  All shipping rates are in Euro, including 21% VAT. For export outside the EU no VAT is calculated. All shipping rates are flat rates, up to 20 kilograms. Shipments above 20 kilograms may cost extra.

What is the speed of delivery? How fast will I get my goods?

Speed of delivery fluctuates heavily, especially when shipping outside the European Union. Delivery in Europe takes anything between 2 days (neighbouring countries) and 2 weeks. Shipping worldwide may take anything between 1 and 4 weeks. CanyonStore.be cannot influence the transit times. CanyonStore.be is no longer responsible for the package once it has been shipped.

CanyonStore.eu considers it essential that the customer is kept updated, insofar as is possible, about the status of their order. The order is confirmed by email, while the customer is also informed when the order is processed and given the tracking number, which means that the customer is continuously updated on the progress of the order.

When will my goods be shipped?

Orders which are placed before 2 PM CET (Central European Time) are handled and shipped with BPost the same day. The conditions which apply are that all articles must be in stock (see the FAQ on Backordered items) and that the order is paid electronically.

We cannot guarantee same day shipments on orders which arrive after 2 PM (CET). Orders are treated on business days (i.e., Monday to Friday, except public holidays). Orders which arrive on a public holiday or in the weekend are handled the next business day.

Articles which are paid by bank transfer will be handled and shipped at the moment that the payment has been cleared on our bank account. On average this takes two days for payments within the Single Euro Payments Area (SEPA) – quite often it takes just one day, but sometimes it takes three days.

VAT

I am living outside the European Union. Do I have to pay import taxes?

Customs and Import Duties Information: You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; CanyonStore has no control over these charges and cannot predict what they may be. Upon ordering this product you agree to pay any duties, customs or fees required by your government or the shipper. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Canyon Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. All refused international shipments will be charged return shipping fees.

In most cases you can import up to a certain amount without paying import duties. This varies from country to country, and may be 200 euro, 400 euro, 800 euro, or any other amount. Please check this with your local customs department. It’s impossible for The Canyon Store to keep track of all import laws worldwide.

You don’t have to pay import duties inside the European Single Market!

Why do I see prices with and without VAT?

Whether or not you have to pay VAT (value added tax) depends on the shipping destination. If we have to ship your order to a country inside the EU then we are obliged to add VAT. If we have to ship your order to a country outside the EU then we don’t have to add VAT.

If you select a shipping destination outside the EU, then the website will automatically display the correct prices (excluding VAT).