Frequently Asked Questions

General

Which Zero Waste Box is right for me?

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Which Zero Waste Box is right for me?

You can take our short quiz here to see which Zero Waste Box fits your recycling needs. If you still have questions, feel free to reach out to our Customer Support team!

General Phone: 0800 474 016

Email: customersupport@terracycle.co.nz

What sizes do Zero Waste Boxes come in?

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There are two (2) sizes of Zero Waste Boxes to choose from:

Small 26 x 26 x 48 cm (30 litre)

Medium 29 x 29 x 104 cm (80 litre)

How do I assemble and set up my Zero Waste Box™?

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Once received, start by unfolding the flat box and follow the folding instructions on the bottom. Next, fold and close the top lid and secure it with the cardboard flap. Press down on the perforated cut-out on the top lid. Remember to place your box in an easily accessible spot. That’s it! 

Check out our Zero Waste Box setup video for step-by-step instructions here!

How do I return my Zero Waste Box when it’s full?

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When your Zero Waste Box is full, simply tape the top opening shut. Your box will arrive with a pre-paid return shipping label already attached, so all you have to do is either drop the box off at your nearest New Zealand Post Office or book in a pickup with Courier Post.

To arrange a pick up visit Courier Post and fill out the form using the tracking number on the pre-paid shipping label on the back of your box. For assistance please call Courier Post on 0800 268 743 or visit their website

Orders

I need to cancel or return my order. How can I do this?

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You can view our return policy here.

I need to edit my order. How can I do this?

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Unfortunately, we are unable to make edits to the contents of an order, including changing the payment method used. If you ordered an incorrect item or need to change your payment method, please reach out to customersupport@terracycle.co.nz to have your order cancelled.

When will my order arrive?

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Your order should arrive within 5 to 7 business days and deliveries are carried out by New Zealand Post. After your order has been dispatched from our warehouse, you’ll receive an email with your tracking information.

How do I correct a delivery address after I have placed an order?

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Delivery addresses may be edited before your order has shipped by reaching out to our Customer Support team. However, once an order has shipped, the address can no longer be changed. Please note that some orders ship in under 24 hours, so we cannot guarantee that your shipping address can be changed after the order has been placed.

Covid-19

How to safely process recycling collections during Covid-19?

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Due to the Coronavirus outbreak and safety measures we’ve put in place to protect our customers, employees and partners, your box should be fully sealed with adhesive tape and stored securely before dropping it off at the post office or organising pickup.

Are there additional measures for the collection of Personal Protective Equipment (PPE)?

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We can solely accept non-hazardous waste. We cannot collect medical waste, which includes material contaminated with blood or bodily fluids, or waste that originate from health care facilities, hospitals, home care etc. We also cannot accept homemade, fabric or paper face masks


If you or any of your staff are self-isolating, quarantined or suspect COVID-19 contamination of the PPE, please do not use your box to recycle the material and follow Government guidelines on how to dispose of such waste.

We will quarantine any PPE waste coming into our facilities for a minimum of 2 months for the safety of our operators.

To learn how we recycle face masks visit our blog.

TerraCycle

I am a business who wants to promote a take back recycling scheme using Zero Waste Boxes™, what am I allowed to communicate?

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If you are a business choosing to offer a recycling solution to your customers using Zero Waste Box™, we are looking forward to working with you and have put together a guide to help you promote your recycling efforts.

Click here to access our guide.

How do the National Recycling Programs work, and how do they differ from the Zero Waste Box system?

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Our National Recycling Programs are funded by brands and retailers around the world to help you recycle items that municipal programs don’t typically accept. To participate in one of these programs, simply sign up for free at TerraCycle.com and start collecting. To learn more about our National Recycling Programs and how they work, please visit this page.

Unlike our National Recycling Programs, the Zero Waste Box system allows you to recycle everything with a comprehensive, all-in-one solution for nearly everything that is not accepted through public programs. The transportation and recycling costs are built into the price. To learn more about Zero Waste Box and how it works, please visit this page.

Why does a Zero Waste Box cost money when many of the National Recycling Programs do not?

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The cost of recycling can be broken down into two main parts: transportation and the recycling process itself. In public recycling, your taxes pay for curbside pickup, transportation to the plant, sorting, and recycling. With National Recycling Programs, the sponsoring brands and retailers pay for these expenses.

With Zero Waste Box, you have the power to take matters into your own hands and recycle everything. The price of a Zero Waste Box includes the cost of transportation and recycling. To learn more, please visit this page.

Zero Waste Boxes are not in our budget. Is there something we can do?

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The price of a Zero Waste Box is based on the current shipping and recycling costs for each material type. We understand this service may not be a fit for all customers at this time. We recommend checking out TerraCycle’s National Recycling Programs, which offer free recycling solutions.

I want to recycle everything and do more to reduce my impact. What else can I do?

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That’s the spirit! Follow us on social media for daily tips and tricks, and refer to the links below for more information on ways you can eliminate the idea of waste.

National Recycling Programs

QUIZ: Which Zero Waste Box is Right for You?

TerraCycle Do-It-Yourself Projects

TerraCycle Blog

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