At Zero Co, we believe in being completely transparent with our community. This comprehensive update covers the full story of our ForeverFill™ launch—from our initial challenges to where we stand today.
How we got here.
We began shipping ForeverFill™ orders with high hopes and confidence after extensive quality control checks. The initial response was promising, but we quickly encountered challenges that required immediate attention.
Our early challenges.
Within days of launching ForeverFill™, we started receiving reports about leaking refills. These weren't minor issues—customers were experiencing significant spills during transit. Our immediate investigation revealed two critical issues:
- Sealing problems: the seal on our 4x Concentrated Laundry Liquid Refills wasn't properly secured.
- Bottle damage: our Urchin Black Forever Bottles were being damaged during transit—a result of our decision to avoid plastic wrapping during freight.
What happened next.
After 24 hours of personal inspection at our packing facility, we discovered that our challenges were more extensive than initially thought:
- The sealing machine at our production factory wasn't functioning properly
- Both our 4x Concentrated Laundry Liquid and Dish Liquid refills were affected
- Previous timelines for resolution needed to be put on hold
Our Action Plan
The steps taken.
- Processed refunds for all Laundry Liquid and Dish Liquid orders.
- Implemented extra protective measures for shipping, including:
- Rubber bands.
- Additional recycled paper wrapping.
- Using Australia Post's wine shipping service.
- Doubled our warehouse packing team.
- Redirected our entire Zero Co HQ team to customer service.
- Began shipping 7 days a week.
The progress we've made so far.
- Packed over 5,000 products across one weekend! #Teamwork
- On track to dispatch 90-100% of outstanding orders before Christmas.
- Found a sustainable solution for shipping Urchin Black Forever Bottles.
- A new batch of Urchin Black Forever Bottles arrived and is being dispatched.
Looking forward.
For customers who ordered Laundry Liquid or Dish Liquid:
- Automatic refunds have been processed.
- Free shipping will be offered when products are back in stock.
- We'll contact you as soon as production issues are resolved.
For all other orders
- Shipments are being ramped up with our expanded team.
- Extra protective measures are in place for safe delivery.
- Urchin Black Forever Bottles are now shipping with a new sustainable packaging solution.
A personal note from Mike.
When I started Zero Co, our mission was to eliminate single-use plastic. While we've faced significant challenges in this launch, that mission remains unchanged. Every hour spent in the warehouse has reinforced that we must do better—and we will.
To those who've been waiting weeks: I know we've let you down, and I know "sorry" doesn't make up for the inconvenience we've caused. We're a small company pioneering something that's never been done before—making truly sustainable refills from recycled paper. While we're learning some hard lessons along the way, that's not an excuse for disappointing you.
Your support in this mission means everything to us. We're working around the clock to make this right and earn back your trust.
-Mike Smith,
Founder of Zero Co.
[Last updated: 6th January 2025]