CanyonZone Reviews 

Glad that my caving suit came on time for my expedition. Gertjan was very understanding and helped to order and ship out my suit and harness from AV as quickly as he could. It even came with a little note wishing my luck for my expedition. Good store for cavers that require international shipping outside of EU and USA.

I've been ordering from CanyonZone for a few years now and have always had a great experience. Gertjan is a true professional — reliable, helpful, and easy to deal with. Deliveries to Ireland are always fast, the service is excellent, and the prices are very reasonable.

It's rare to find an online shop that consistently delivers on both quality and customer care, but CanyonZone does exactly that. Highly recommended!

Thanks again, Gertjan!

Can't recommend Canyon Zone enough. I've bought lots from Gertjan over the years, always the excellent service! Always offers the best advice as he's used and tested almost everything! He has one of the biggest stocks of gear. Shipping is fast for international orders (from Netherlands to UK) and he's managed to navigate the stupidity of Brexit. Hartelijk dank!

UPDATE: After a clear explanation from Canyon Zone, I understand what is going on now on their side and am changing my rating to 4/5.

I appreciate you taking the time to explain and I can see now that Canyon Zone is doing what it can. Operating a small business is challenging and I would prefer to support a small business. And I apologize for the frustration.

In summary, I would caution anyone buying from outside of the EU as PostNL doesn't seem to be the most reliable. Or, if you're willing to pay extra for shipping, maybe it's possible to request expedited international shipping? (There weren't descriptions of different shipping options when you checkout on the website).

So that the context of my review and Gertjan's response is clear to readers, below was my part of my previous review explaining what happened:

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Here's what happened with me:
I ordered a bunch of items to Canada. The parcel was shipped on March 6 and was scheduled to arrive on March 16. But on March 8, the tracking service stopped having updates. It just said 'parcel has crossed the border'.

By March 18 there were no tracking updates, so I emailed Canyon Zone to ask what this meant. Gertjan Van Pelt told me that it was with customs and that there were no scans because the parcel would be given to Canada post once customer were done.

I checked, and this information was incorrect. In Canada, a parcel MUST be handed over to Canada Post, and Canada Post must give the item a scanning code BEFORE it goes to customs (customs will not accept a parcel that's not scanned with a Canadian courier).

My family works for Canada Post, so they can check this internally in great detail. They can also search for any items among all the parcels that get lost in Canada as they work at the depot. The parcel had never been given to Canada Post, and could not have been given to customs. Even if they did, Customs will not hold an item for that long without issuing a notice.

I went back on March 26 and asked more questions, which Gertjan didn't bother to answer.
I asked how Canyon Zone thinks it's with customs.
I asked to double check who is the partner courier.
I asked what the return policy is in this situation. No answer.

The only thing Gertjan said is they'd open an investigation and keep me updated.

I said 'thank you, but please confirm who the partner courier is' to double check it was indeed Canada Post. I also explained that the parcel can be lost if the label falls off and that customs won't keep a parcel this long, so this is unusual. No answer.

April 2nd goes by and there's still no update, so I email again to ask for a refund or a replacement parcel.

Gertjan replies to tell me that Canyon Zone will not give me a replacement and will not issue a refund until they receive the items back.

They have still not given me any update on the investigation and refuse to tell me if they actually know where the parcel is.

So now the parcel is lost, Canyon Zone can't locate it, it's not in Canada, but I can't get a refund or a replacement parcel.

I now need these items urgently after all this time waiting.

I would be understanding if Canyon Zone actually answered my questions and gave me an update. But instead they're just ignoring me and trying to dismiss anything I ask.

They refuse to admit that the parcel is lost in order to avoid giving me a refund or a replacement. And now I have to spend another chunk of money to re-buy the same equipment, because I need it urgently now.

Basically I've just lost hundreds of dollars.
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Since then, Gertjan has carefully explained in their response what happened, and it makes sense.

Always great service and has all sorts of canyoning and caving stuff. Send to almost every location worldwide! Best Shop for Canyoning and Caving materials.

I really admire customer service for response in a bit of time. You are so wonderful!!!

excellent 1:1 communication, great service and huge offer.

Great customers service! i really apreciate buy from them.

Amazing service everything is easy to found, I like the organizer of the tools, also they have so many payments way I love To get all my staff from canyon zone

Everything was great as before.
They are not only sellers, but also users, so they will always come up with advice and suggestion if needed.
Also, they are super fast with replaying to emails and goods shipping.

Thanks!

No complains, great effort, shipped the same day.

Perfect as always!

Amazing service and great products!

Thanks CanyonZone team

I made an order from Canada but made a mistake. I emailed CanyonZone who corrected my mistake and still got my product to me within 5 days.
Customer service was amazing and the product flawless.
Thanks CanyonZone.

Gertjan is the specialist for all caving gear, SRT training and instructions. For every question or problem, he has an answer and solution. Gertjan is very experienced with caving and has up to date knowdledge about technics, gear and development.

Canyonzone always provided objective and tailor made suggestions for my canyoning gear needs, as well as possible training topics to help me acquire new skills for ensuring safer descends. I did place orders 5 times by now over the last 1.5 years, and got help for a training class. So far, very happy with the service provided

Always provide good advise on the gear and diligent service.

Great webshop with a lot of choice.
Good information about your questions and choices.
Quick and good sending service.

Canyonzone is the best shop I know for Canyoning or climbing related materials.
The owner really takes the time to answer all your questions.
Because of his love and knowledge of the sport he can give you the advice you need.
He has a broad range of equipment available in his store.
Gertjan will certainly see me back in the future!