Frequently asked questions

EcoRoll is made of 100% FSC® Certified bamboo pulp harvested in China. Bamboo is one of the world’s fastest growing plants, capable of growing up to three feet in 24 hours. It requires little water, no fertiliser and self regenerates. The more regularly bamboo is harvested, the faster it grows. Wins all around.

Trees are a critical part of our ecosystem, they give us oxygen, and serve as important carbon dioxide absorbers, the main heat-trapping gas linked to global climate change. Globally, 27,000 trees are flushed down the toilet and dumped in landfills every day, and we didn't think that was okay.

In the last two years, we've been blown away by the thousands of subscribers who have committed to saving the world's forests—simply by wiping with our 100% FSC Certified bamboo instead.

We source our FSC® Certified bamboo right from the biggest grower of bamboo, China. More specifically, Sichuan Province where bamboo is prevalent. It was extremely important to us that we picked a source of bamboo that was FSC® Certified so we could guarantee the responsible management of those forests and the management of workers throughout the entire supply chain.

Yes. As confirmed by SGS (Société Générale de Surveillance SA, Switzerland), ecoroll was screened for total fluorine, including perfluoroalkyl and polyfluoroalkyl substances (PFAS) content, and we can confirm that no PFAS were detected.

EcoRoll is made in China. Here we can access the best and most responsibly sourced FSC® Certified bamboo. We offset our carbon emissions in all shipping and delivery.

Not at all! The bamboo used for manufacturing our toilet paper is not a food source for the Panda Bear. Giant Panda conservation is achieved through the establishment of Panda reserves throughout China.

Bamboo is an incredible renewable resource. Depending on the species, bamboo can be harvested in one to five years, compared to approximately 30-40 years for hardwood trees. When bamboo is harvested, it grows a new shoot from its root system, with no need for additional planting or cultivation. It requires no chemicals, pesticides or fertiliser to grow and thrive - its own fallen leaves provide the necessary nutrients. Every part of the bamboo plant can be utilised to make a wide variety of products, meaning minimal waste.

Recycled is an improvement over paper made from virgin tree pulp—at least for the environment. It uses less water, less energy, and fewer chemicals. However, recycled toilet paper is known to contain small amounts of bisphenol-A and bisphenol-S, better known as BPA and BPS, the result of contamination of thermal receipts in our paper recycling streams. 1 to 2 % BPA is used in the thermal paper as an additive for the colour developer on the thermo-sensitive coating of the paper. It is identified as the main source of BPA in the recycling process. While BPA levels are generally within legal limits, avoiding these chemicals wherever possible is ideal.

The Forest Stewardship Council® (FSC®) is the highest level of forestry management certification in the world. It's a non-profit organisation that tracks the entire supply chain of certified wood, paper and bamboo product to ensure it has been responsibly sourced. EcoRoll is made from 100% (FSC®) certified bamboo (FSC-C142978).

The Toitū climate positive certification is one of the most robust of its kind. It’s much more holistic than other standards because it requires organisations to take true responsibility.

Beyond neutrality, climate-positive certification requires us to measure and offset our emissions to have a positive impact on society and align with science-based targets, influence supply chain networks, and educate stakeholders taking meaningful science-led action to reduce carbon emissions.

The first-ever to achieve this level of certification, and the first certified toilet paper company in the world to achieve this we are proudly leading the way for other Kiwi businesses. In addition, we are also Toitū carbonzero certified and have been since our inception in 2019.

EcoRoll is plastic-free. We have redesigned a small thing to make a bigger impact, and a big part of that is wrapping our rolls in paper as opposed to plastic.

Our bamboo toilet paper is individually wrapped to keep the rolls clean and hygienic in the busiest bathrooms. Wrapping is also required to protect them from moisture during shipping, so we wrap them beautifully and without plastic.

EcoRoll is made from responsibly sourced bamboo. The inner core and wrapper are made from paper, and we are working on achieving certification for these paper components.

EcoRoll is very soft and is safe for those with skin sensitivities (although please note there are no standards to define a product's hypoallergenic quality).

Unlike many commercial toilet paper brands which use traditional chlorine to whiten and soften their paper (and can cause skin sensitivities), we’ve opted for a much gentler agent which ensures our bamboo product is more suitable for more bottoms.

EcoRoll uses a process called ECF (elemental chlorine free) bleaching, which is a bleaching sequence without the use of elemental chlorine. What’s better is that unlike traditional chlorine, EFC is much gentler on the environment as the process involves the use of Oxygen.

Yes, our toilet paper is vegan. We do not use animal-derived ingredients in our supply chain, and our loo rolls are only tested on human bums.

EcoRoll uses a process called ECF (elemental chlorine-free) bleaching, which is a bleaching sequence without the use of elemental chlorine. What’s better is that, unlike traditional chlorine, EFC is much gentler on the environment as the process involves the use of oxygen.

Our bamboo toilet paper is soft and strong yet breaks down well after use—so well so, in fact, that you should never again have to deal with clogged pipes or septic tanks again. EcoRoll is happily accepted by alternative toilets including composting toilets and septic tanks.

Yes! It's very easy. We show you how to do this step-by-step in a video. Copy and paste this link in your browser: https://youtu.be/ZMU6CERufZI

Absolutely! This is very easy to do. We show you step-by-step how to do this in a video. Copy and paste this link in your browser: https://youtu.be/z3kiAAtxcK8

We show you step-by-step in a video how to update your details. Copy and paste this link in your browser: https://youtu.be/rgKEIM7SKfo

Alternatively, follow the instructions below.

1. Login to your account.

2. Select ‘Manage Subscriptions’ under ‘Account Details’.

3. Under ‘Actions’ select 'Edit'

4. Select ‘Update Payment Information’

5. Update your card details and click ‘Update Card’. You're done!

Absolutely! Your subscription is in your control. If you are not using your TP fast enough, or need more sooner, change your delivery frequency online. We show you step-by-step how to do so in a video. Copy and paste this link in your browser: https://youtu.be/mzA7qFxfbyU

Cancel your subscription at any time, for free. See how to cancel your subscription by copy and pasting this link into your browser : https://youtu.be/zc3QI9bb-ic

You sure can! Log in to your account online, hit the Manage Subscriptions button, and you will be able to deactivate your subscription. You can also re-activate your subscription when you're ready.

We will send you a reminder email 3 days before your subscription is due to renew.

Yes. Whether you are a hotel, an Airbnb or a restaurant and need to order bulk, we can help. To learn more volume pricing, and average shipping times, please contact info@ecoroll.co.nz

If you see an additional $1.00 charge, please know that this will be refunded. It is a verification transaction that some banks do to check your credit card before a transaction is made. Usually banks refund this within 2-3 working days.

We sell full, unopened boxes of TP. Our 2ply EcoRoll has 48x rolls per box and our 3ply EcoRoll has 36x rolls per box.

If your order is received before 12pm, it will be dispatched that day for delivery. Any orders received after 12pm will be dispatched the business day after. We don't do weekend deliveries.

Following dispatch, during the busy summer period, please allow 5 working days for your box to arrive.

If you've had issues with EcoRoll and are looking to return your order, we can help! We offer returns or exchanges within 30 days of receiving your order by following the steps below.

Email us at info@ecoroll.co.nz with your order number, and reason for the return - note if your order is damaged please include photos. Our Customer Care team will then be in contact. If your return is accepted, we will provide you with a return address. All you have to do is arrange the shipping back to us and cover the shipping cost. Once we've received it, we'll either organise a refund or send you a new box.

Please note the following exceptions to our returns policy:

- If more than five rolls have been used, we cannot accept the return.

- It must be returned in the original packing box. If this isn't possible for whatever reason, let us know in your initial email.

- Any remaining EcoRolls must have no visible signs of use.

We have made changes to how we calculate shipping rates. Visit ecoroll.co.nz/pages/shipping to calculate your rate.