FAQ
STUFF WE'RE ASKED.
Can't find what you need? Email us at sales@blackseal.co.nz — we're a small team in Rotorua and emails get a real reply, usually within a day.
BEFORE YOU BUY
HOW DO I TEST RIDE A YETI BEFORE I BUY?
We've got a demo fleet at our Rotorua HQ — book in for a ride. A few Yeti Service Centres around the country also keep demo bikes.
DO YOU OFFER FREE RETURNS?
Bikes — no. We're a small team and built-to-order bikes carry too much risk for a "send it back if you're not into it" model. Demo the bike first — at our HQ, or at a Service Centre near you. We'll happily talk you through sizing and spec before you commit. If something's gone properly wrong in the first week — a clear sizing mistake, or a major fault — talk to us. We'll work with you on a size swap or return, but because the bike's been built and prepped, we'd still need to cover the build cost.
Parts and clothing — yes. Return them within 30 days for a refund or swap, as long as they're in original packaging and unused condition.
WHAT'S A "SPECIAL ORDER" OR "ASK ABOUT AVAILABILITY" ITEM?
If a product on our site shows "Ask about availability" instead of normal stock status, that means we don't have it locally. We can check Yeti USA's stock and order it in for you.
If in stock, Special orders take an extra 2–3 weeks to land in New Zealand from the US, on top of our normal build and freight timeframes. Drop us an email or use the enquiry button on that product.
WHAT SIZE YETI SHOULD I GET?
Yeti publishes a size guide for every model — it's on each bike's product page. If you're between sizes or unsure, email us at sales@blackseal.co.nz or call into our showroom for a chat.
CAN I PAY WITH WORKRIDE, WHEEL DEAL OR Q CARD?
Yes to all three. But one has a fee (like that?)
- Workride — salary-sacrifice bike purchase, run through your employer. 7% fee add on.
- Wheel Deal — interest-free finance through Q Mastercard.
- Q Card — 12 months interest-free.
CAN I CUSTOMISE THE BUILD?
Yeti's bikes come in defined build kits. Within those builds, we can sometimes swap parts on request before shipping — chainring sizes, dropper lengths, cockpit dimensions. Best way to ask is to click through on the bike of choice, and send the enquiry there. That way it links the bike you are interested in and allows you to add comments so we can get back to you with specific details on what you are after.
ORDERING
HOW DOES THE DEPOSIT PRE-ORDER WORK?
Most direct-to-consumer bike brands require full payment upfront. We don't.
A 20% deposit secures your build slot. We start the build when your bike is ready (in stock locally or arrived from the US). The balance is due before we dispatch from Rotorua, or before the Service Centre starts the build for handover.
If the bike doesn't end up working out for you before we've started the build, your deposit is fully refunded.
IS FREIGHT EXTRA?
Freight on bikes is free. Anywhere in New Zealand, by Mainfreight. The price you see on the bike page is the price you pay.
Parts and apparel may have a small freight charge — that'll be shown at checkout.
CAN I CANCEL MY ORDER?
Depends on where your order is in the process:
- Bike in stock locally, build not yet started — yes, no problem. Deposit refunded in full.
- Bike in stock locally, build under way — we may need to keep some of the deposit to cover the time spent building and un-building the bike.
- Special order from Yeti USA — once the order is placed with Yeti USA, we may need to keep some or all of the deposit, depending on how far through the process the bike is. Email us as early as possible if you need to cancel.
BUILD & PICKUP
HOW LONG UNTIL MY BIKE ARRIVES?
Depends on what you've ordered and where it's coming from:
- In stock locally — 2–5 working days at our Rotorua workshop to build and prep, plus 3–5 working days for freight to your door. So 5–10 working days total.
- Special order from Yeti USA — typically 2–3 weeks from order to NZ landing, then add the build and freight time above.
- Service Centre handover — if you've picked a Service Centre instead of door-to-door freight, their build and scheduling timeframe is up to them. They'll be in touch with you direct.
WHO BUILDS MY BIKE?
A qualified mechanic. Either at the Yeti Service Centre you've chosen, or at our Rotorua workshop.
WHERE DO YOU SHIP FROM?
From our Rotorua workshop, by Mainfreight. Or, if you've chosen a Service Centre, the bike ships straight from us to them — they handle build and handover.
DO YOU SHIP INTERNATIONALLY?
No. New Zealand only. If you're overseas, you'll want to go through Yeti Cycles direct or your nearest local Yeti distributor.
AFTER YOU OWN IT
WHAT IF SOMETHING BREAKS ON MY BIKE?
Bring it to a Yeti Service Centre near you, or to us in Rotorua. They (or we) will assess the damage or repairs needed and determine whether it's a warranty issue or a regular repair.
If it's a warranty issue, we pay the labour — on every part of the bike, not just the Yeti parts. Frame, suspension, drivetrain, brakes, dropper, wheels. Anything that fails under its own warranty period, the workshop labour is on us.
If it's a regular repair (wear and tear, crash damage, anything outside warranty), the workshop will quote you for the work like any normal service job.
IS THE WARRANTY DIFFERENT NOW THAT I'M BUYING DIRECT?
No. The Yeti lifetime frame warranty applies the same way. What's new: we pay the workshop labour.
HOW DO I GET MY BIKE SERVICED?
Take it to a Yeti Service Centre. Each one is set up to do new bike builds, warranty work, and regular servicing — by mechanics who know Yetis.
Our Rotorua workshop builds new bikes and processes every warranty claim that lands here. We don't do regular servicing ourselves — that's what the Service Centre network is for.
DO YOU SELL PARTS AND APPAREL?
Yes — full Yeti spares range and the Yeti apparel collection. Common spares ship from our Rotorua workshop. Less common parts may be a special order from the US (2–3 weeks extra).
CAN I TRADE MY OLD BIKE IN ON A NEW ONE?
Yes. Trade & Upgrade is our permanent trade-in programme. Send through photos and details of your current bike, and you'll have a trade-in value back from us within 24 hours. Your offer is valid for seven days, no commitment until you accept.
ABOUT YETI NZ
WHY DID YOU GO DIRECT-ONLY?
The old distributor-dealer-customer chain takes margin at every step and leaves workshop time — the bit that actually matters to riders — underpaid. We changed the economics. Bikes come direct from us. The shops in our Service Centre network get paid properly for every Yeti they touch.
It's a structural choice, not a cost cut. The shops still earn — they just earn for the work, not for floor stock. The customer gets a fair price plus a real local mechanic.
I WANT TO SUPPORT MY LOCAL BIKE SHOP. CAN I STILL DO THAT?
Yes. Your local shop probably is, or could become, a Yeti Service Centre. They get paid for every Yeti job they do — every build, every warranty case, every first service. You're still supporting them — through a different door.
If your local shop isn't on our Service Centre list and you'd like them to be, tell us. We don't run exclusive areas.
WHERE'S BLACK SEAL BASED?
Rotorua, on Amohau Street, alongside Ride Rotorua. The team's small — usually it's Kashi (founder, three-time Olympian) in the back of the workshop. The sliding door's usually open. Drop in.
STILL CAN'T FIND WHAT YOU NEED?
Email us at sales@blackseal.co.nz. Real reply, usually within a day.