Frequently Asked Questions

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 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)?

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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, 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:

Disposable Face Masks

Safety Equipment

Disposable Gloves

Disposable Garments

Beard/Hair nets

Protective Eyewear

Mixed Beard Nets, Ear Plugs and Hair Nets

General

Which Zero Waste Box™ is right for me?

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You can browse all categories of Zero Waste Boxes™ here. Consider using an All-in-One Zero Waste Box if you have multiple waste streams that you would like to recycle. 

Find out which Zero Waste Box™ is right for you with this short quiz.

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

Email: customersupport@terracycle.co.uk

What sizes do Zero Waste Boxes™ come in?

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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™?

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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! 

Click here to watch our Zero Waste Box™ setup video for step-by-step instructions.

Orders

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 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.

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

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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?

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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.uk or call 0146 5915 018.

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 customersupport@terracycle.co.uk. 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.

TerraCycle

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

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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 customersupport@terracycle.co.uk

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 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?

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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

TerraCycle Do-It-Yourself Projects

TerraCycle Community Blog

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