Frequently asked questions
Do you have questions about our toilet paper subscription service? Welcome to our FAQs!

Product
What is EcoRoll toilet paper made from?
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.
What is wrong with using trees for toilet paper?
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.
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.
Is your toilet paper PFAS-free?
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.
Is your toilet paper toxin-free?
EcoRoll toilet paper is tested by Société Générale de Surveillance SA (SGS), an independent lab, in accordance with the Toxics in Packaging Clearinghouse (TPCH) Model.
This test includes lead, cadmium, mercury, and chromium because these heavy metals can be harmful to humans and the environment. In 2021 (our most recent certification was issued in 2023), the US TPCH issued an update to its Model Legislation. The revised Model Legislation included:
—an expanded list of regulated chemicals to include (ortho) phthalates and perfluoroalkyl and polyfluoroalkyl substances (PFAS),
—adds new processes and criteria for identifying and regulating additional chemicals of high concern in packaging and
—provides a new definition for ‘Post-consumer recycled material’
Independent laboratory testing ensures these toxic chemicals are either not present or far below safe exposure limits.
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.
Are Panda Bear inhabitants impacted by bamboo toilet paper production?
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.
Why is bamboo toilet paper better than tree toilet paper?
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 is bamboo toilet paper better than recycled toilet paper?
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.
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).
What does climate positive mean?
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.
Is there plastic in your toilet paper?
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.
Why do you individually wrap your toilet paper?
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.
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.
Is EcoRoll hypoallergenic?
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.
Is your toilet paper vegan?
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.
How do you make your toilet paper white?
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.
Is your toilet paper septic tank safe?
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.
Subscriptions
How do I change my delivery address?
Cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Under the list of your previous orders, you will see ‘Account Details’ and directly below ‘View Addresses’. Clicking on ‘View Addresses’ will take you to a page where your address or addresses are listed.
From here, you can ‘Add a New Address’ and edit or delete your existing addresses.
Can I change my next charge date?
Yes. To do this, cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Under the list of your previous orders, you will see ‘Account Details’ and directly below ‘Manage Subscriptions’.
Click the ‘Manage Subscriptions’ tab, which will take you to a page where you can ‘View Upcoming Orders’, click ‘Reschedule’ and select your new order date. ‘Click Save Changes’ to confirm.
How do I update my credit card details?
Cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Click the ‘Manage Subscriptions’ tab, which will take you to a page where you will see a list of options, click the ‘Address & Payment Details’ tab.
Here you have the option to ‘Manage Payment Methods’, click to expand and either edit or remove your card information.
Can I change the frequency of my delivery?
Yes. To do this, cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Click the ‘Manage Subscriptions’ tab, which will take you to a page where you can ‘View Upcoming Orders’.
Click ‘Reschedule’, and select your new desired frequency. ‘Click Save Changes’ to confirm. This change will modify all future deliveries.
Can I put a subscription on hold?
Yes, this is called pausing in Recharge. To do this, cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Click ‘Manage Subscriptions’, which will take you to a page where you will see your active subscription(s). Under the subscription you want to pause, click the ‘Manage this Subscription’ tab.
Click ‘Cancel Subscription’ and the ‘Pause a Subscription’ option will display. Select how long you want to pause your subscription for and click ‘Pause Subscription’.
How do I cancel my subscription?
First, cut and paste the following into your browser to log in to your account: https://ecoroll.co.nz/account/login?return_url=%2Faccount.
Click ‘Manage Subscriptions’, which will take you to a page where you will see your active subscription(s).
Under the subscription you want to cancel, click the ‘Manage this Subscription’ tab. Click ‘Cancel Subscription’, then ‘Cancel Subscription’ again.
Provide a cancellation reason and click ‘Next’, then confirm the cancellation by selecting ‘Cancel Subscription’. Your subscription is now cancelled.
Will I get notifications reminding me of my subscription?
Yes. You will receive a reminder email 3 days before your subscription is due to renew.
Can I order wholesale?
Yes. Whether you are a hotel, an Airbnb or a restaurant and need to order bulk, we can help. To request wholesale pricing, please contact info@ecoroll.co.nz
Orders & Shipping
How many toilet rolls per week? How long does a box last?
To determine your subscription frequency, we suggest the following as a guide for your deliveries: 6 weeks for 8-10 people, 8 weeks for 5-6 people, 12 weeks for 3-4 people, 16 weeks for 1-2 people. This delivery frequency applies to both 2-ply and 3-ply.
What is this $1 transaction taken from my account?
To verify your card, some banks process a $1 transaction, which is then refunded within 2-3 working days.
Can I purchase a smaller quantity?
At this stage, we only offer bulk toilet paper in either a 32-roll or 48-roll box. This means fewer courier trips, less money spent on delivery fees and reduced road freight emissions.
How long will it take for my order to be delivered?
If your order is received before 12 pm, it will be dispatched that day. Orders received after 12 pm are dispatched the following business day. Following dispatch, please allow 5 working days for your order to be delivered. We do not offer weekend deliveries.
What is your return/exchange policy?
We offer returns or exchanges within 30 days of your order delivery. You can initiate a return by contacting us atl info@ecoroll.co.nz with your order number and reason for the return and we will get in touch. If your order is damaged, please include photos.
If we accept your return, we will provide you with a return address. You will be required to arrange the return delivery. Once your return is received, we will either organise a refund or ship another box to you. Please note the following exceptions:
— If more than five rolls have been removed or tampered with, we cannot accept the return.
— The returned order must be in the original box. If this is not possible, please explain in your email.
— Any remaining toilet paper must have no visible signs of use or tampering.
How much is shipping?
Our shipping rates are determined by your proximity to our warehouses. Use our shipping calculator to view your rate, ecoroll.co.nz/pages/shipping
