Customer Portal
If you need to update your payment method, please log in using the email you originally used to sign up with Stripe and follow this Update Payment Link.
If you do not need your bucket emptied please fill out the No Pick Up Needed Form.
For information on our stance regarding racial profiling and discrimination, please see our Official Policy.
Common Participant FAQs:
- Q. I just signed up in Stripe, when will I receive my bucket?
- A. If you submit your payment by the deadline indicated in your welcome email, we will deliver your bucket on the next service day for your area refer to your confirmation email.
- Q. Where should I leave my bucket for collection?
- A. It is best to leave your bucket where the collection crew delivers your bucket (i.e. front stoop, curb, near your door, etc.). However, if we have issues accessing the bucket we may ask for an alternate location.
- Q. Where should I leave my bucket for collection?
- Please speak to management to determine an appropriate place to leave your bucket. Make sure that it is approved by management before leaving it out. An outside location is preferred, but if that is not possible, please provide door codes or instructions for indoor pick-ups. Please discuss logistics with our staff prior to drop-off and pick-up.
- Q. What can I put in my bucket?
- A. Please refer to your confirmation email and weekly reminder emails. If you still have questions about a specific item, please feel free to email us at baltimorecompostcollective@gmail.com.
- Q. What should I do if I never received a confirmation email?
- A. If you think you haven’t received a confirmation email please check your spam! If you still don’t see it email us and we can resend a confirmation email to you.
- Q. My bucket wasn’t emptied, what should I do?
- A. If your bucket was out by 6am on your collection day and it is past 5pm please contact us immediately (preferably the same day). We will try to collect it same or next day. Please do not wait a week to email us.
- If your bucket was NOT out on time, please be honest! We cannot guarantee that buckets will be emptied if they are not out on time. We are a small nonprofit and do not have the resources to double back for every request. If we cannot collect your food scraps you can freeze them for next collection or utilize DPW’s drop off sites.
- Q. My bucket was emptied, but I am missing a liner. What should I do?
- A. Please let us know immediately. If we are able we can drop off a liner for you the same day or next day. If we are unable to drop off a liner or your liner breaks please use a liner of your choosing (compostable or not) and we will dispose of it during our next collection.
- Q. My bucket is missing, stolen, or damaged what should I do?
- A. A. Please let us know immediately. If you think your bucket blew away please search your surrounding area. We can deliver a new bucket to you on our next service day. Please keep in mind that missing, stolen, or damaged buckets may incur a $15 replacement fee.
- It’s your responsibility to look after your bucket. Please make sure to secure your bucket during windy or bad weather days. If you live in a high-traffic area, please ensure your bucket is secured. If you have problems with stolen buckets please use a bike lock.
- Q. I need to skip collection, what should I do?
- A. If you need to skip collection or a week or two please fill out the form that is included in the weekly reminder emails (the link stays the same each week).
- If you are going to be away for an extended amount of time, please send us an email with start and end dates and we can pause you subscription payment.
- Q. I want to share my subscription with someone, is this possible?
- Absolutely! If roommates or neighbors wish to share buckets that is perfectly fine. Please be aware that one subscription only covers what can fit in a 5 gallon bucket. If you find that you need more room you may need to request a second bucket which will be another $20.
- Q. How do I update my account information?
- A. to update your name, address, phone number, or add an additional person to receive email reminders, please email us directly. To update your payment information please use the link at the top of this page.
- Q. I am moving. what should I do?
- A. Please email us as soon as possible. If you are moving within Baltimore we can check if you are in our service area and adjust your pick up. Just let us know when you would like to restart collection at your new address.
- If you are moving out of Baltimore please let us know your desired last collection date and we will collect your bucket and cancel your subscription.
- Q. I would like to cancel, what do I do?
- A. We are sorry to see you go! Please let us know as soon as possible by email. Please try not to request cancellation the same day that you want to cancel, we cannot guarantee that your bucket will be collected especially during weekend collections as we cannot monitor emails during collection. Please give us advanced notice. To cancel, we will need to collect your bucket and balance out any remaining balance on your account. Once this is verified we will cancel your subscription within our system within a few days.
- Q. Why does collection keep being cancelled or rescheduled?
- A. The Baltimore Compost Collective is a small youth-led food scrap collection service. While we strive to maintain a consistent schedule, changes can be due to holidays, city events, youth schedule changes, weather events, etc.
- Q. How will I know if collection has been rescheduled?
- A. We always send an email out before any schedule changes. If it is a holiday or event we will send out multiple emails 1-2 weeks in advance. On rare occasions we may have to send an email out a few days before or same day, but that is only in the case of emergencies or weather related issues. Friendly reminder: it’s your responsibility to check your weekly emails for any schedule changes.
- Additionally, we consistently are closed for Thanksgiving Day, Christmas Eve/Day, New Year’s Day, Martin Luther King Jr. Day, Juneteenth, and Labor Day. We also consistently reschedule collection for Memorial Day. This schedule is subject to change.
- Q. My bucket is fuller than usual, can I put out an additional bucket or bag of food scraps?
- A. No, unfortunately we cannot accommodate additional material that does not fit within the bucket. If you consistently need more bucket space please reach out to us and we can talk through your options.
- Q. I love your mission! What are some other ways I can support?
- A. We couldn’t do this with out participation from Baltimore City Residents! One way you can support is to spread the word! Our goal is to Starve the Incinerator, to do that we want even more Baltimore Residents to compost organic material instead of burning it.
- Other ways you can support is reach out if you are hosting sustainability or green events, we would love to host a table or even facilitate a training!
- Lastly, We deeply appreciate the generosity of those who choose to support our work through monetary donations. Your contributions help us maintain reliable collection service, ensure our youth team is paid for their leadership and labor, and allow us to continue expanding our food scrap collection and community outreach programs.
If you still have questions please reach out to us at baltimorecompostcollective@gmail.com.
Thank you for your support!