Cart 0

FAQ

Why Is My Credit Card Declining ?

If your credit card is declining it is most likely due to the following issues:

  • If the billing address on the card does not match the billing address you are inputting on the web form, the card will be declined. The card will be authorized by your bank but will fall off within a few days, as no charge will be coming from our end as we only charge the card when the order actually ships.
  • The name on the web form is input differently than the way the name is spelled on the credit card. For example: the card says John E. Smith and the name on the form is John Smith. If you are still having problems please contact us at service@compostio.com and we can further assist you.

 If you are still having issues please try to purchase from one of our dealers. 

Shipping Time Frame:

 We ship OH, via UPS and our shipping time is 3-5 business days once your order is placed.

 Shipping Dimension:

 20 x 12 x 20 inches and 22 pounds

Diagram of Compostio C30 and C40:

https://cdn.shopify.com/s/files/1/1426/3354/files/view_diagram.GIF?14949528440303851748

Return Policy:

We have a 15 days return policy for un-used composters in the original box. We cannot accept a used unit for a refund. If you want to return your unit please confirm that your unit was purchased directly at compostio.com If you have a question you can send us your order number or the name of the person who ordered the unit to find out if it was purchased directly from our store.  If the unit was purchased from a dealer you will have to contact the dealer for their return policy.  We can only give a refund to the customer whose credit card is on file and purchased directly from www.compostio.com.   If you are returning your unit for credit use the return form located inside the unit. You can use the return address located on the shipping label to ship the unit back to the warehouse.

If you need further assistance please contact service@compostio.com

Return Form:

We have a 15 day return policy for any un-used composter. In case your return form is missing , please click on the link below to download a return form which you can fill out and ship back with your return. 

Return Form: https://cdn.shopify.com/s/files/1/1426/3354/files/53029-A1_returnform_-Compostio-pdf.pdf?14949528440303851748

What Comes with Your Unit to Start With :

https://cdn.shopify.com/s/files/1/1426/3354/files/Compostio_Pack_Picture.jpg?14949528440303851748

Picture of Global Power Supply:

https://cdn.shopify.com/s/files/1/1426/3354/files/universalpower.jpg?14949528440303851748

Picture of 10 Pound Box of Pellets:

https://cdn.shopify.com/s/files/1/1426/3354/files/view_pelletBox.jpg?14949528440303851748

International Purchases and Shipping:

We do not ship internationally because the shipping rates are very high because of the size and weight of our products. We have several dealers outside of the US that you may contact to purchase a unit. Please visit the compostio.com dealer page to see all dealers outside of the US.

International Product Licensing:

We are currently accepting application for distributors who wish to license our technology to manufacture our products in their own country. If you are interested in learning more about licensing our technology please email licensing@compostio.com.

Shipping to Canada:

We do not ship directly to Canada but have several dealers who sell in that country. Please visit our dealer page at www.compostio.com.

Instruction Manual, Food Guide, and Quick Guide:

If you need a copy of our instruction manual, quick guide, or food guide, please click on the links below and you can download and save them to your computer. 

Instruction Manual:

https://cdn.shopify.com/s/files/1/1426/3354/files/Instructions_Updated_-07-11-16.pdf?14949528440303851748

Food Guide and Quick Guide:

https://cdn.shopify.com/s/files/1/1426/3354/files/Compostio_Quick_Guide_and_Food_Guide_-07-11-16_1.pdf?14949528440303851748

If you need further assistance please contact service@compostio.com.

Registering Your Unit:

When you receive your new unit we recommend emailing our customer service team at service@compostio.com and register your product. Our customer service team will need the following information: name, address, phone number, email address, serial number, and date you purchased your unit. Once they have this information they will start an account for you and store this information and will be able to expedite your warranty support if needed.

Initial Set Up Process:

Please note the following during the initial start-up phase and discard the first 1-2 batches of compost as it will be wet and smelly since the cultures have yet to be established.

  •  Keep the unit in the High setting
  • The first batch that you produce may be a little wet and smell but after the first batch things should get better as the cultures start to develop. 

If you need further assistance please contact service@compostio.com

Adding Food Waste for the First Time:

If you do not have enough waste to fill your unit ¾ full.  You should purchase a compost bin to store your left overs in your unit so that you can start with enough waste to operate your unit. You do not have to but you can add soil, and coffee grounds to fill your unit for the initial set up.

 If you need further assistance please contact service@compostio.com

Internal/External Temperature:

 The unit will vary with heat at all times because the cultures will create their own energy once they are established. But we have found that the unit works at about:

EXTERNAL: use in any location 0-120F (-18-50C) and

INTERNAL: up to 140F (60C) reactor temperatures. 

If you need further assistance please contact service@compostio.com

First Batch of Compost, Mixing, and Transfering :

The flappers in the unit are designed to operate in a slightly open position.  If you are not putting much waste in your unit and the composition of the waste is drier material you may find that these items will fall to the cure tray below when the unit mixes. If the flappers are flipped all the way open during the mixing cycle you can move them to the close position by hand. 

 Your Compostio is a two-chambered system that was designed to have compost curing in the lower tray while waste is composting in the upper chamber.  This prevents items from falling to the lower tray during the mixing cycle because the lower tray is full even with the flappers slightly open.  Initially this may be a problem if your waste is not mixing well or if you do not have enough waste. 

You will need to do the following to get the unit cycling properly: 

  • Fill the mixing chamber at least 3/4 full with waste items per the instructions
  • The mixing chamber should be filled with a good mixture of green items and brown items per your food guide to help start the composting process and help prevent items from falling into the cure tray
  • If you do not have a good mixture of green items (wet items) and your waste is very dry, you will need to fill the cure tray with saw dust pellets (One time only) to simulate compost curing in the lower tray.  After the first batch and transfer you should not have to use sawdust pellets.
  • Again if the cure tray is full there will be no room for un-composted items to fall from the mixing chamber and the items in the mixing chamber will compost before you do a transfer.
  • After your first batch continue to cycle the waste through the unit this way
  • Transferring compost to cure tray; fill mixing chamber at least ¾ full with waste.   

Please note the following during the initial start-up phase:

  • Keep the unit in the High setting
  • The first batch that you produce may be a little wet and smell but after the first batch things should get better as the cultures start to develop.

If you need further assistance please contact service@compostio.com

Adding Waste and Transfer the Compost:

You can add waste at any time to your composter however the timing on transferring depends on what and how much you are adding. For example, if you have compost that is just about ready to be transferred and needs a few more mixing cycles (unit mixes every 4 hours in the high setting for COMPOSTIO units); before transferring you may want to add left-overs from dinner that consist of fruits and vegetable scraps. These items will probably be ready in 16 to 24 hours as they will mix in with existing compost and break down quickly. On the other hand, if you added some avocado and banana peels these would not be ready in that time frame. There are no concrete rules for what and when to put items into your composter but it will matter when you are ready to transfer as some things take longer to break down than others. You will gain a better sense of how things break down in the unit as you become more familiar with the composting process.

If you need further assistance please contact service@compostio.com

Wetness in Cure Tray:

There may be wetness and odors in cure tray from time to time especially if you are putting in lots of fruits and vegetables as waste in your Compostio.  The best solution is to use additional sawdust pellets to dry out the waste so that the liquid is absorbed.  When food scraps break down they produce water and you need a brown item (sawdust pellets) to absorb the access liquid and this will also help with odors as the excess liquid will cause odors.  We generally recommend 1 cup of sawdust pellets to 5 cups of waste but if you are primarily putting fruits and vegetables in the unit you may need to add a 5 to 5 ratio. 

Please make sure that you follow these guidelines:

  • Use HIGH power-the low and medium settings are not to be used for composting only for curing compost after it has been broken down
  • Continue to add sawdust pellets to dry out the compost and balance the green items
  • To prevent odors, balance compost every time you add food. Sawdust pellets are a brown item necessary to balance the carbon-nitrogen ratio of green food items. Meats and wet foods like lettuce, peaches, tomatoes, melon, and watermelon need extra pellets and baking soda balances food acidity.
  • Add more pellets; increase power to high setting; leave food in mixing chamber for a few more days. Do not add liquids. Wet foods such as lettuce, peaches, tomatoes, melon, or watermelon; require extra pellets to soak up the moisture.

If you need further assistance please contact service@compostio.com

Wet Compost and Mold:

 You will get mold in your compost if it is too wet but mold is natural and lies beneath the surface of most gardens.  This happens for several reasons:

  • Too many coffee grounds (which have a lot of water content) (Green Item-see food guide)
  • Too many green items compared to brown items
  • Unit is set in low or medium settings

In order to resolve this issue you will need to add more sawdust pellets (depending on how much compost you have in the unit-1 to 3 cups) wait for next mixing cycle (4-hours in high setting) and check and see if compost is drying out. Make sure that the unit is always in the high setting. If the compost is not drying repeat those steps until the pellets start to dry out your compost. 

If you need further assistance please contact service@compostio.com

How to Reset Your Unit:

If you are having an issue with flashing lights we recommend resetting your unit. If that does not work please respond with the requested information at the bottom of this email.

  • reset the unit by holding the up/down button for 5 seconds until all lights blink. Once you complete the reset, your machine should be in the medium setting - with the air pump humming and the green Ready light on. * Your unit is now reset.

 If you continue to have the same problem, please contact us via email at service@compostio.com and include the following information: * include your serial number (located on the instruction manual, or on inside of unit) * date of purchase and where you purchased your unit.

Unit is not heating:

If your unit is set in the medium or low setting for long periods of time the waste will not break down into compost and you may think your unit is not heating. We recommend the unit to be in the high setting at all times, unless you are on vacation or not adding food scraps to the unit.    If you leave it in this setting the waste SHOULD already be broken down into compost to cure.  Keeping the unit in high mode is the best way to make the compost break down properly and helps control wetness and odors. If your unit is in the high setting please continue to add pellets. We generally recommend 1 cup of saw-dust pellets to 5 cups of waste but if you are putting in lots of fruits and vegetables for waste you may need as much as 5 cups to 5 cups or more.  If you follow these instructions and your unit is not heating in high mode then please follow the instructions to reset your unit.

 Reset the unit by holding the up/down button for 5 seconds until all lights blink.  Once you complete the reset, your machine should be in the medium setting with the air pump humming and the green ready light on and this means the units has been reset.

 If your unit does not reset or you continue to have the same problem, please contact us via email at service@compostio.com and include the following information:

  • The serial number (located on the instruction manual or on inside your unit)
  • The date of purchase and where you purchased your unit. 

Eliminating Odors:

The compost will smell like the foods that you put into the unit but it should not smell like trash.  For example, if you put coffee grounds in the upper chamber you might smell coffee but if your compost smells like trash that means that the compost cultures have been destroyed or have not been started properly.  The first 1 or 2 batches of compost in your unit may be very wet, have an odor, and you will want to discard them. This is because the cultures are becoming established in your unit.  On the second or third batch the compost should start to look better but you must follow these instructions:

  1. Have the unit on the HIGH setting 
  2. Control wetness with sawdust-pellets and not sawdust 
  3. Do not put any of the Brassica family items in your unit (see food guide)

If your compost is wet and sticky it is most likely because of an imbalance between green items and brown items. This is okay if you are adding enough saw dust pellets to balance out the green items. Usually, if you put lots of fruits and vegetables in your unit you may need to increase the ratio of pellets to green items. Generally, we-recommend a 1cup pellets to 5 cups of waste ratio, but if you put primarily fruits and vegetables in your unit you may need as much as 5 to 5 ratio or higher in order to balance your compost properly.  If this sounds like it could be your issue, we recommend the following: 

  • Add 2-3 cups of saw dust pellets to your compost  
  • Wait until after the next mixing cycle (4-hours in high setting) 
  • Check the consistency of your compost-it should be moist but not wet and sticky, if not add more saw dust pellets 
  • Wait 24 to 48 hours and the smell should start to evaporate 

Check the instruction manual for the trouble-shooting tips on the specific odor that you are experiencing.  If you are experiencing a different issue please give us more information about what you are putting in your unit and we will help you resolve your issue. 

If you need further assistance please contact service@compostio.com

Flappers Stuck In Open Position:

It may be possible that your flappers are stuck in the closed position from wet compost.  This will prevent the flappers from opening normally during the transfer process. Please see your instruction manual to see the positioning of the flappers in your unit. Please do the following to resolve this issue:

  • You may need to take some compost out of the unit to allow room to work in the unit.
  • Then try and free up flappers from the left-hand side of the unit.  If you are facing the control panel at the front of the unit, you want to step to the left of the unit and work on opening flappers.
  • You can use a screwdriver or spoon to lift up the flappers. Scrape the wet compost away from flappers.
  • Try the transfer process again to see if the flappers open and the compost transfers to the cure tray in the lower cure tray.  You can prevent this problem from happening in the future if you do the following:
  • add more saw-dust pellets to balance the green items that you put in the unit.  This is especially necessary if you are putting lots of fruits and vegetables in the unit.  These items have more water content and create wetness in the compost.
  • Keep the unit in the high setting to properly dry and mix the compost for the best results.

If you need further assistance please contact service@compostio.com

How to order Spare Parts:

If you need to purchase a spare part please go to www.compostio.com 

Sawdust vs Sawdust Pellets:

 We have done extensive testing on this issue and we have found that the best thing to control odor and wetness are the sawdust pellets. While you can use brown items and sawdust we have found that in testing and customer contact that when using these items they do not control odor and wetness similar to the sawdust pellets. You do not have to order the pellets directly from compostio.com. You can find saw dust pellets at online stores, Home Depot, Lowes, and other stores may sell sawdust pellets at very low cost. Search for "stove pellet fuel", often available in fall and winter months. They usually come in a 40 lb bag (18 kg) for about $10.00, which should last up to two years. They may not sell the pellets directly in the store but should have them on line.

If you need further assistance please contact service@compostio.com

 How to Purchase Sawdust Pellets:

 There are many ways to purchase sawdust pellets and you do not have to order pellets directly from compostio.com. You can find saw dust pellets at online stores, Amazon, Home Depot, Lowes, and other stores may sell sawdust pellets at a very low cost. Search for "stove pellet fuel", often available in fall and winter months. They usually come in a 40 lb bag (18 kg) for about $10.00, which should last up to two years. They may not sell the pellets directly in the store but should have them on line.

 If you need further assistance please contact service@compostio.com

Canada Pellet Options:

 We do not ship directly to Canada as the shipping charges are quite high. We have several dealers located in Canada and you can go to our dealer page to get their contact information and see if they sell pellets or contact the dealer that you purchased it from for assistance. We have also found that people can purchase wood pellets at the Canadian Tire store locally in bags of 40 pounds. They are sold for use in wood pellet stoves. The Product code is 64-2776-0. There are Canadian Tire stores all across Canada.

If you need further assistance please contact service@compostio.com

Contact Customer Service for Technical Assistance:

If you have gone through all the trouble shooting tips on the HELP page and are still having problems we will need you to contact customer service to help resolve your issue and submit a trouble ticket. The quickest way to submit a trouble ticket is by emailing us at service@compostio.com and to describe exactly how your unit is behaving:

  • What is the power lights doing?
  • Are they on and steady? Flashing?
  • Is the jam light on?
  • Is the unit mixing? Heating?
  • Can you hear the hum of the air filter?
  • Have you tried resetting your unit?

-Include your name, phone #, email, date of purchase, serial #, and where you purchased your unit from.

 The more information that you give us in your first email is going to help speed up the process of our customer service team helping you. Once you email us you will receive an automated email confirming your trouble ticket was started and a representative will respond to you within one business day.

Customer Service Hours:

Our customer service team is here to help you with any questions that you might have. The fastest way to get a hold of them is via email and they will respond within 1 business days.

The customer service hours are:

 Mon-Thursday: 9-5 pm EST and Friday: 3-8 pm EST

 During those hours you can try us via:

 Email: service@compostio.com

Submit a Trouble Ticket with online form:

Live Chat: www.compostio.com and the agent will pop up on your screen

Phone # 1-800-613-6629 , by leaving a phone message, you will start a trouble ticket and a customer service agent will respond to you within 1 business day.