I placed an order several weeks ago and it still did not arrive. What gives?

Here at The Canyon Store we do our best to inform the customer of the progress of their order. As soon as the package leaves our warehouse we inform the client of the tracking code, and tracking website where they can follow their shipment. Usually this will be DPD or Bpost.

Unfortunately, once the package has been shipped it is out of our control. Millions of packages get shipped worldwide every day, and the vast majority of them arrive on time and undamaged. However, sometimes it happens that a package gets stuck in the process….

At our side we try to follow up the parcels after they’ve been shipped, but sometimes we miss the fact that your parcel has become “stuck” somewhere. If you notice that your parcel is “At parcel delivery centre” or “Sorting” or “In transit” for an unusually long time, please contact us. We can contact our account manager at DPD or Bpost and launch an investigation.

If the investigation shows that your package is in fact lost in transit, then we will contact you (the customer) for further follow up. This can be a refund, a new shipment with other items, a new shipment with the same articles, or store credit for future use. Regrettably, these investigations can take several weeks, especially when shipped outside the EU! Please note that we cannot give you a refund or ship other articles until we receive an official and formal conclusion of the investigation. It has happened the package suddenly pops up after a few weeks in the sorting process, and then still gets delivered.

 

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.

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.

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.

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.

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!

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 € 50.00
France € 100.00
Germany € 100.00
Luxembourg € 100.00
Netherlands € 50.00
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 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.

Please note: If you have a valid European VAT number then you can enter it in the last step of your order, just before payment. The VAT number will be checked against the VIES database of the European Commission, and if the VAT number is valid then the VAT-amount will be automatically subtracted (this is called an intracommunity delivery).

if you enter a valid VAT number then we can do an intra-community delivery (without VAT)
if you enter a valid VAT number then we can do an intra-community delivery (without VAT)

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 € 4.95
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
United States (USA) € 39.99
Canada € 39.99
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 € 50.00
France € 100.00
Germany € 100.00
Luxembourg € 100.00
Netherlands € 50.00
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.