Zero Waste Box™ frequently asked questions
You have questions? We have answers!
What is a Zero Waste Solution?
A Zero Waste Box or Bag is a complete and convenient solution for recycling hard-to-recycle waste that isn’t typically accepted by traditional recycling services. The cost of a Zero Waste Box or Bag includes the box/bag, prepaid return shipping and the actual cost of sorting, cleaning, processing, and recycling the box, liner, and all accepted waste inside.
With TerraCycle, you can recycle almost anything, from coffee capsules to bottle caps, to blister packs and the entire contents of your office stationery cupboard. Zero Waste Box or Bag is an all-inclusive solution developed by award-winning waste experts at TerraCycle. The recycling boxes are easy to set up and use, making it the perfect option for households, schools, businesses, manufacturing and events facilities looking to increase their sustainable practices.
How it works
Shop: Browse our full range of Zero Waste Boxes or Zero Waste Bags and select the one that matches the hard-to-recycle waste you would like to recycle.
Collect: Place your Zero Waste Box or Bag in a convenient location and fill it with the accepted waste.
Ship: Once full, seal your Zero Waste Box or Bag and return it to TerraCycle using the prepaid shipping label that is attached.
Recycle: The waste is sorted and then recycled into raw materials used to make new products. The bag/box and liner are also recycled.
Reorder: Order your next Zero Waste Box or Bag to continue to recycle more.
ORDER NOW
Frequently Asked Questions
Browse FAQ by section:
General | Orders | Referral Program | Recycled products | TerraCycle® | Our Recycling Process
What sizes do Zero Waste Boxes come in?
There are two sizes of Zero Waste Boxes to choose from:
- Small 25 x 25 x 46 cm (28.75 litre)
- Medium 28 x 28 x 95 cm (74.48 litre)
For select waste streams, we also offer Zero Waste Bags for small-scale recycling.
If you’re not sure which one is right for you, feel free to reach out to our Customer Care team through our Help Center.
Why do I have to pay to recycle with Zero Waste Box or Bag?
The cost of a Zero Waste solution includes the box/bag, prepaid return shipping and the cost of sorting, cleaning, processing, and recycling the box, liner, and all accepted waste inside.
How do I assemble and set up my Zero Waste Box?
Once received, start by unfolding the flat box and follow the folding instructions on the bottom. 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!
Check out our Zero Waste Box setup for step-by-step instructions here!
How do I return my Zero Waste solution when it's full?
When your Zero Waste Box or Bag is full, simply tape the top opening shut. Your box or bag will arrive with a prepaid return shipping label already attached to the back! All you need to do is drop the sealed box or bag off at your local post office or if Australia Post collects your mail they can also collect the Zero Waste solution.
What happens to my waste when I send back my Zero Waste Box/Bag?
We guarantee to recycle all accepted waste sent to us through TerraCycle recycling solutions. Once your waste arrives at a TerraCycle Material Recovery Facility (MRF), it’s checked in and sorted before it’s sent to a third-party partner who recycles the waste into new products.
Learn what happens to your waste when you return your Zero Waste solution.
Can I see how much I’ve recycled?
Yes! If you have a TerraCycle account and are logged in when placing your order, your recycling history is accessible in your Profile. You can see how much you have recycled so far, broken down by box returned, and your total amount recycled.
Please note that if you use guest checkout, you will not be able to view how much you’ve recycled.
Are there any shipping restrictions?
Yes, please see below:
-
Only send in items the box or bag accepts. Sending in items that fall outside the selected category causes contamination and the need for added separation, which increases costs.
-
Do not send in household items that may be considered hazardous waste. These include items such as lithium-ion batteries, pressurised canisters, pesticides, oil-based paint or medical sharps, organics, broken glass, biomedical waste, soiled nappies, or expired medication. Do not send in anything sharp, flammable, reactive, corrosive, ignitable, radioactive, toxic, infectious, or pathogenic.
-
Do not ship dripping packages. Please make sure all excess product has been removed before putting it in your Zero Waste Box or Bag. If you choose to rinse your items, please note that the system must be completely dry prior to shipping.
IMPORTANT: Please note the maximum box weight is 20 KG, to meet Australia Post shipping requirements.
When will my order arrive?
Your order should arrive within 7 to 10 business days and deliveries are carried out by Australia Post. After your order has been dispatched from our warehouse, you’ll receive an email with your tracking information. All deliveries are sent with Authority to Leave by default for added convenience. If you’re not home and there isn’t a secure place to leave your parcel, our drivers will either leave it in a safe spot or take it to a nearby collection point.
I need to cancel or return my order. How can I do this?
You can cancel your order before it ships directly from your account profile. Once your order has been marked as shipped, our standard return policy applies. You can view our return policy here.
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, you can cancel your order before it ships directly from your account profile.
To remove or update a saved payment method, visit your profile. On the far left, select “Account information” to expand the menu. Click on “Payment methods” to add, edit, or remove a payment method. Please note: payment methods for pending orders cannot be edited or removed until after the order has been shipped. If for any reason, you need to change the payment method for a pending order, you will need to cancel the order and place a new order with the correct/desired payment method.
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 our Customer Support team. 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 is TerraCycle Made?
TerraCycle Made products are crafted from the rubbish we recycled together. Our community of collectors often asks if they can purchase products made from the waste TerraCycle recycles. The answer is YES!
How much does shipping cost?
Shipping for orders of recycled products is free.
How do I return a damaged or defective product?
If your box arrives damaged, please notify us within 48 hours after delivery by contacting our team at customercare@terracycle.com.au. Please provide details and a photo when you reach out.
What is the Zero Waste Box Referral Program?
The Referral Program is our way of saying thanks! When you recommend Zero Waste Boxes to your friends and family, they’ll receive 15% off their first purchase when using your referral link. What’s even better? You’ll get $10 in store credit to spend on anything in the shop for helping us grow our community.
Who can participate in the referral program?
You're in! Once you've placed your first order through your registered TerraCycle account, you're officially eligible to start referring.
Why should I refer someone?
When you refer a new customer to TerraCycle and they make their first purchase using your referral link, you’ll get $10 in store credit to spend on anything in the shop.
How do I join the referral program?
Good news! If you have a registered TerraCycle account and have already ordered a Zero Waste Box, you can automatically begin referring friends and family. If you haven’t placed an order yet, here’s how to get started:
- Shop: Make your first purchase using your TerraCycle account.
- Qualify: You’re automatically eligible to refer friends after you receive your first order.
- Share and Refer: Start referring friends and reaping the benefits!
Is there a limit to how many people I can refer?
Refer one, refer a hundred. There’s no cap on your referrals or your rewards.
Can businesses or organisations participate in the referral program?
Absolutely! Businesses, organisations, and households are eligible to participate.
Where can I find my referral link/code?
If you've already made a purchase and are logged into your account, you can find your unique referral link here or by navigating to your account profile.
How do I refer someone?
Sharing is a breeze! Head over to your TerraCycle profile to blast your link across your social media accounts using our ‘Share’ buttons. Prefer a personal touch? Just copy your unique link and send it directly via text or email.
What happens after I refer someone?
After you refer someone, they’ll click on your referral link and purchase their first Zero Waste Box. Once their order ships, $10 in store credit will automatically be applied to your account to spend on anything in the shop.
What do I get for referring someone?
Turning your referrals into rewards is effortless. Once your friend uses your link to purchase their first Zero Waste Box, you're set! We’ll automatically add $10 to your account the moment their order ships—no codes or paperwork required.
What does the person I refer get?
Give your friends a head start on their sustainability journey! When they use your link, they’ll get 15% off their very first order.
When will I receive my reward?
Your credit will automatically land in your account the moment your friend’s first Zero Waste Box order has shipped.
How can I check my store credit balance?
Want to see how much you’ve earned? You can track your store credits anytime! Just log in to your account and head over to your profile to view your current balance.
What qualifies as a successful referral?
A referral is successful when your friend:
- Is brand new to TerraCycle (never placed an order).
- Clicks your referral link
- Completes their first purchase—it’s that easy!
Are there any restrictions on the store credit?
- Where to spend: Redeem your credits toward any future purchase at shop.terracycle.com/en-AU.
- Value: Credits are for in-store use only and hold no cash value.
- Expiration: Your store credits are valid for one year from the date they are earned—plenty of time to find your next Zero Waste solution!
Can I post my referral link on public forums or social media?
You’re welcome to post your link on your favourite social platforms! Just a reminder to keep your sharing genuine and compliant with local communication laws. Any bulk emailing or spam-like activity is strictly prohibited and will lead to an immediate account closure and forfeiture of store credits.
What happens if someone violates the terms of the referral program?
Our program is for genuine referrals only. Please note that self-referrals or the use of fictitious accounts and automated tools are strictly prohibited. Any attempt to manipulate the programme will lead to an immediate ban and possible suspension of your TerraCycle account.
Who can I contact for help with the referral program?
Questions? We’re here to help. For support, contact our team at customercare@terracycle.com.au.
Where can I read the full terms and conditions?
Want more details? We’ve got you covered. Read the complete Referral Program Terms and Conditions to learn more.
I am a business that wants to promote a take-back recycling scheme using Zero Waste BoxesTM, what am I allowed to communicate?
If you are a business choosing to offer a recycling solution to your customers using Zero Waste Box™, please request access to our e-commerce communication guidelines for instructions on how to properly talk about TerraCycle while promoting your recycling efforts.
How do the National Recycling Programs work, and how do they differ from the Zero Waste Box system?
Our National Recycling Programs are funded by brands and retailers around the world to help you recycle items that municipal programs don’t typically accept. To participate in one of these programs, simply sign up for free at TerraCycle.com and start collecting. To learn more about our National Recycling Programs and how they work, please visit this page.
Unlike our National Recycling Programs, the Zero Waste Box system allows you to recycle everything with a comprehensive, all-in-one solution for nearly everything that is not accepted through public programs. The transportation and recycling costs are built into the price. To learn more about Zero Waste Box and how it works, please visit this page.
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 two main parts: transportation and the recycling process itself. In public recycling, your taxes pay for curbside pickup, transportation to the plant, sorting, and recycling. 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. The price of a Zero Waste Box includes the cost of transportation and recycling. 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 do offer our Zero Waste Bags, which are an alternative for select waste streams. We also recommend signing up for email so that you’re notified of sales and promotions.
For additional recycling options, we also recommend checking out TerraCycle’s free recycling programs, which you can participate in for free.
Our Recycling Process
Everything collected through Zero Waste Boxes and Bags is sorted and processed into raw materials that can be reused instead of being sent to landfills and incinerators. We’ve developed recycling solutions for even the most complex waste streams. Read below to learn how different types of material are recycled.
PLASTICS: Plastics are sorted, cleaned, and mixed with other plastics to make recycled plastic blends.
METALS: Metals are sorted, smelted, and formed for use in secondary metal manufacturing.
GLASS: Glass is removed. It is then sorted, crushed, and melted to be used in new glass products or cement and concrete applications.
ORGANICS: Organics are composted.
PAPER: Paper is hydro-pulped to separate the fibers. The separated paper is recycled into new paper-based products.
FIBERS: Fibers are hydropulped to separate wax or plastic coatings. The separated fiber is recycled into new paper products or composted if recycling is not possible. Any resulting plastics are recycled into plastic polymers.
FABRICS: Textiles are separated by fabric type, shredded, and recycled into raw material. Textiles that are made of mixed fibers are used as filler for products such as mattresses, pet bedding, insulation, and sports equipment.
ELECTRONICS: All materials are shredded. Metals are sorted, smelted, and formed for use in secondary metals manufacturing. Clean, sorted plastics are mixed with other plastics to make recycled plastic blends.
I want to recycle everything and do more to reduce my impact. What else can I do?
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.