We hate to admit it but we screwed up. Recently we started distributing a brand new, amazing paper product. Our Bagasse paper which is 80% Recycled Sugar Cane Waste and 20% Plantation Certified Fibers. This paper is all white and made with some of the best environmental practices that are out there. It’s an absolutely fantastic product.

The Problem

Originally set as a pre-order item, the Bagasse paper was supposed to hit our warehouses by September 9th. Due to customs, shipping situations, and pretty much any other problem that could’ve happened, did happen, it got stuck another month and was supposed to be shipped first week of October. Then it got backtracked another month on top of that to where it’s arriving this week for sure (we hope). Unfortunately each of these delays were completely unique, unforeseeable, but most importantly, not your fault.

The Solution

We thought long and hard about what to do and how to right this situation. Ecopaper’s number one priority is customer service. We love our customers for their beliefs and know that our customers are good people trying to make a difference. And regardless of whether this is foreseeable or not, we need to right this situation. Refunding your money isn’t enough; we need to show you how great the paper is.

If you ordered Bagasse Paper before October 15th, your money will be refunded AND we will still ship your order out this week.

If you ordered more than 1 ream, then we will give you the first one free and discount the rest by 15%. Due to the large number of orders, please allow us until the end of the week to contact you individually.

Moving Forward

We learned a big mistake was not being more transparent with our customers and have taken actions to remedy this situation. Furthermore, we’ve re-evaluated our pre-order process and made changes for the future to make it a smoother process. Keep with us and we'll keep making killer products that are sustainable.