Frequently Asked Questions
How to safely process recycling collections during Covid-19?
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 for 72 hours before requesting a collection.
Please follow social distancing guidelines when handing your box to the collection driver.
Once boxes are decanted, we will store and aggregate the waste until we have the necessary volumes for processing.
We cannot accept any hazardous waste (sharp, flammable, reactive, corrosive, ignitable, toxic, infectious or pathogenic) or material contaminated with blood which presents a danger to the environment, or to people.
Are there additional measures for the collection of Personal Protective Equipment (PPE)?
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, physicians' offices, dental offices, blood banks, veterinary clinics, research laboratories etc.
We 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 72 hours for the safety of our operators.
The PPE Zero Waste Boxes we refer to are as follows:
Which Zero Waste Box™ is right for me?
Still have questions? Feel free to reach out to our customer support team Monday to Friday between the hours of 9am-12pm and 2pm– 5pm.
Free phone number: 0146 5915 018
What sizes do Zero Waste Boxes™ come in?
There are three (3) sizes of Zero Waste Boxes to choose from for most waste streams:
Small 25 x 25 x 46 cm
Medium 30.5 x 30.5 x 84 cm
Large 38 x 38 x 100 cm
How do I assemble and set up my Zero Waste Box™?
Once received, start by unfolding the flat box. 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!
How do I return my Zero Waste Box™ when it’s full?
When your Zero Waste Box™ is full, simply tape the top opening shut. Your box will arrive with a prepaid return shipping label already attached on the back. All you have to do, is either call UPS on 03457 877 877 and provide them with the tracking number from the label (starting with “1Z”) or go to https://wwwapps.ups.com/pickup/schedule?loc=en_GB#/
If you decide to organise the pickup online, please follow these step-by-step instructions.
Are Zero Waste Box™ shipments carbon neutral?
Yes. On top of collecting and recycling waste that would otherwise be destined for landfill or incineration, we have made a commitment that Zero Waste Box™ shipments through UPS are carbon neutral. This means that whenever a Zero Waste Box™ is sent, the carbon emissions released during its transport will be offset. By offsetting the emissions, we neutralize the negative impact it has on the environment.
With UPS help, we are investing in projects that reduce carbon emissions around the world. For example, we are supporting reforestation initiatives whereby trees are planted to absorb carbon dioxide emissions. This way, the carbon emissions are balanced out.
Click here to know more.
Why is my box delivered in a plastic envelope and how can I recycle it?
We use plastic mailing bags to protect boxes from bad weather conditions and to apply shipping labels on the outside of the package. We will recycle the plastic mailing bag if you place it inside your Zero Waste Box™. Our team is currently reviewing alternative ways to ship the boxes. We will inform you when a new method of shipping is available.
I need to cancel or return my order. How can I do this?
You can view our returns and refunds policy in our Terms and Conditions (section 5).
I need to edit my order. How can I do this?
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 email@example.com or call 0146 5915 018.
When will my order arrive?
Your order should arrive within 5 to 7 working days. Deliveries are carried out by UPS Monday to Friday between 9am and 5pm. After your order has been dispatched from our warehouse, you’ll receive an email with your tracking information.
Important: Our service is only available in mainland Britain.
We don’t operate in Northern Ireland, British Overseas Territories, Crown Dependencies (Guernsey Island, Jersey Island, the Isle of Man), the Channel Islands, the Hebrides/Shetland/Orkney Islands and the Isles of Scilly.
How do I correct a delivery address after I have placed an order?
Delivery addresses may be edited before your order has shipped by reaching out to firstname.lastname@example.org. 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.
What payment options are available?
We accept most major debit and credit cards: Mastercard, Visa and American Express (Amex). We also accept payments from Apple Pay.
How do the National Recycling Programs work, and how do they differ from the Zero Waste Box™ system?
At TerraCycle, we offer two main recycling solutions for people and companies based in the UK: Free National Recycling Programmes and Zero Waste Boxes™.
The Zero Waste Box is a different product and recycling service, separate to the free Recycling Programmes. Zero Waste Boxes provide solutions for waste that cannot be recycled through your local council or traditional recycling companies.
TerraCycle free Recycling Programmes are funded by brands, manufacturers and retailers to help you collect and recycle your hard-to-recycle waste. Simply choose the programmes you’d like to join on TerraCycle website; start collecting in your home, school, or office then take the waste to drop-off locations near you. To read more about TerraCycle Free Recycling Programmes, please click here.
Important: You do not need to purchase a Zero Waste Box™ if you are signed up to a free Recycling Programme.
For more information about the programmes, please contact our customer service team on 0146 5915 018 or email email@example.com
Why does a Zero Waste Box™ cost money when many of the National Recycling Programs do not?
The cost of recycling can be broken down into three main parts: transportation, processing, and recycling. Your local government manages typical kerbside collections. With the Zero Waste Box™ system, the collection is built into the price.
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. To learn more, please visit this page.
Zero Waste Boxes™ are not in our budget. Is there something we can do?
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?