Frequently asked questions

Everything you want to know about ecoroll.

Product

What does FSC mean?

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).

Is there plastic in your TP?

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 beautiful paper as opposed to plastic.

What about the wrapper and the core?

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.

Why is bamboo TP better than normal tree TP?

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.

Why do you individually wrap your TP?

Our bamboo TP 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.

Where does your bamboo come from?

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.

Where is EcoRoll made?

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.

Is EcoRoll hypoallergenic?

EcoRoll is very soft and is safe for those with skin sensitivities. Please note however that there are no standards to define a products hypoallergenic quality.

Subscriptions

Can I change my delivery address?

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

Can I change the frequency of my delivery?

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/z3kiAAtxcK8

Will I be charged if I cancel my subscription?

Cancel your subscription at any time, for free.

Can I put a subscription on hold?

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.

Will I get notifications reminding me of my subscription?

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

I'm a hotel/Airbnb and I want to do a bulk order - how do I do this?

We are happy to deliver orders in bigger volumes and can provide a more customised service for this. Please reach out to info@ecoroll.co.nz

Orders & Shipping

Why don't you deliver to rural addresses?

We are sorry we cannot deliver to rural addresses at this point in time. We are working very hard to bring down the cost of delivering to rural addresses so we can get EcoRoll out to more people!

What is this $1 transaction taken from my account?

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.

Can I purchase a smaller quantity?

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

How long will it take for my TP to be delivered?

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.

What is your return/exchange policy?

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.

How much does it cost to post to me?

We charge a shipping fee of $5 per box to anywhere in New Zealand we deliver to.

Why don't you deliver to PO boxes?

The boxes are too big and will not fit in a PO Box! However, we're happy to deliver these right to your doorstep. But please note that we cannot deliver to rural (RD) addresses.

Can I change my next charge date?

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

How do I update my credit card details?

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

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