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I placed an order a few weeks ago and it still hasn't arrived.

 CanyonZone does its best to keep the customer informed of the progress of their order. As soon as the package has been presented to the transporter, we will inform you as follows.

We hereby confirm that your order with reference number .......... has been shipped by us to the transporter today to ship to:
                         Your name and address
You will receive a separate email with a trace link.

See also FAQ: I have Track & Trace but have not yet received the package.

Note: If a package has arrived in the addressed country, the time required for customs clearance must be taken into consideration.
If problems occur or it takes a long(er) time for the package to be delivered after clearance by customs, please inform the sender. If that does not yield any results, "directly" contact should be made with Canyonzone.

In the unlikely event that something is wrong with the order, please email us directly at info@canyonzone.com, we will ensure that the problem is solved as soon as possible.

NOTE: If an international shipment has not been delivered within 35 days, you must contact us to make a claim / complaint, stating the order number.
National shipments require a response within 20 days.

If a package is not delivered (on time), an investigation is often initiated no earlier than after 20 / 35 days, at my request, and not earlier, for packages sent outside Europe.

If the investigation by the courier service(s) shows that the package has been lost, the total purchase price of the order will be refunded or reshipped.

FAQ overview: Go back.

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