Popular Asked Questions
with our answers
Find below the answers to the most frequently asked questions
from our clients.
About Shipping
LOCAL shipments: AntiOQUIA
(1-2 business days for main cities | 3 days or more for other cities) Valid only for purchases with a minimum amount of COP 200.000.
(Request before 3pm, Only Medellín, Envigado, Bello, Sabaneta, Itagüí) Value: COP 10.000.
(Only Medellín, Envigado, Bello, Sabaneta, Itagüí) Price: COP 9.000 next business day.
(1-2 business days to main cities | 3 days or more to other cities) Value: COP 9.000.
National and international
The estimated delivery time for shipments may vary depending on the specific service and destination. Generally, for domestic shipments, delivery takes approximately 1 to 2 business days for major cities and 3 days or more for other locations. For international shipments, the delivery time varies based on the destination country.
To track your shipment, use the tracking or waybill number given to you at the time of shipment. Enter the number on DHL Colombia’s tracking page on their website or utilize the DHL mobile app to access real-time updates on your shipment’s location and status.
If your package has not arrived within the estimated delivery time, we suggest reaching out to DHL’s customer service for assistance. They will be able to provide you with the latest information regarding the status of your shipment and help you address any potential issues that may have occurred.
Shipping restrictions can vary depending on the type of product and the destination country. When using DHL Colombia for shipping, it is essential to review and comply with the customs regulations and specific restrictions of each country. Certain items may be prohibited or subject to special restrictions, such as dangerous goods, perishable items, or items with specific import/export requirements. It is advisable to consult with DHL or refer to the relevant customs authorities to ensure compliance with all necessary regulations and restrictions.
About our products
Mud mugs
The feeders are ceramic.
We recommend washing PEPIN products daily as they are made of an easy-to-wash and quick-drying material. You can wash them with the cleaning product of your choice. However, we always recommend using natural products to clean PEPIN products.
Knotoy
The knotoy is made of N8-N16-N25 nylon, which is a highly durable material that is resistant to breaking, wrinkling, and stretching. It can be safely washed without any issues.
Yes, at the end of the toy’s lifespan, the N8-N16-N25 nylon material can be recycled. It undergoes a process where it is melted down and transformed into reclaimed nylon fibres, which can then be used to create new products. Recycling nylon helps reduce waste and promotes sustainability in the manufacturing industry.
At the end of the toy’s useful life, it is recommended to dispose of it in the recycling bin. In Colombia, the white bin is designated for recyclable materials. Make sure the toy is dry and clean before placing it in the recycling bin. Proper disposal and recycling of the toy help minimize environmental impact and contribute to sustainable waste management practices.
Indeed, the toy’s material is highly resistant and can withstand getting wet. After washing or exposure to moisture, it is recommended to allow the toy to dry thoroughly. Placing it in direct sunlight can help speed up the drying process. However, it’s important to avoid prolonged exposure to direct sunlight, as it may cause fading or damage to the toy over time.
The toy is recommended to be washed using natural products such as vinegar and bicarbonate to effectively remove stains or odours. These household items can be mixed with water to create a cleaning solution. After washing, it is suggested to allow the toy to dry in the sun, which can help eliminate any remaining odours and promote thorough drying. It’s important to follow the care instructions provided by the manufacturer to ensure the longevity and proper maintenance of the toy.
Healthy snacks for dogs and cats
We offer four different flavours for our products: Beetroot and Chicken, Turmeric and Pumpkin, Mint and Parsley, and Coconut and Banana. Each flavour is carefully crafted to provide a unique and enjoyable taste experience for your furry friend. Whether you’re looking for a savoury option like Beetroot and Chicken or a refreshing blend like Mint and Parsley, we have a variety of flavours to cater to different preferences. Explore our range and treat your pet to a delicious and nutritious snack they’ll love.
- The base of PEPIN cookies is oat flakes, which are a nutritious and beneficial food for pets. Oat flakes provide various health benefits and are generally well-tolerated by most animals. However, it’s important to note that some pets may have allergies or sensitivities to oats. If you suspect your furry friend might be allergic, it is recommended to consult with your trusted veterinarian before introducing oat-based products into their diet. Your veterinarian can provide guidance and advice tailored to your pet’s specific needs.
- Beetroot & Chicken: Chicken is a highly recommended protein for furry friends as it is low in fat and contains essential amino acids. Beetroot is rich in nutrients and essential components that promote your pet’s health. It helps reduce inflammation, supports heart health, and protects the digestive system, brain, and eyes. NOTE: Use with caution for diabetic patients.
- Turmeric & pumpkin: Pumpkin provides a significant amount of fibre, aiding in the digestive process by stimulating intestinal transit and preventing constipation. Turmeric helps treat flatulence, alleviates stomach cramps, and relieves osteoarticular pain. NOTE: They are excellent for furry ones who have fatty liver, suffer from overweight, diabetes, or hypothyroidism.
- Coconut & banana: Coconut is a high-calorie fruit rich in fiber, minerals, and vitamins. Banana contains potassium, which helps strengthen the bones of dogs and improves calcium absorption. It also contains Vitamin B6, which acts as an anti-inflammatory and aids in the prevention of cardiovascular diseases. Additionally, it regulates the function of red blood cells. Perfect for energetic and highly active puppies. NOTE: Large amounts may cause stomach upset, loose stools, or diarrhoea in dogs.
- Mint & parsley: These cookies help maintain clean teeth by combating the buildup of dirt caused by commercial foods. Mint and parsley contribute to fighting your dog’s bad breath.
Our healthy snacks have a recommended shelf life of three months from the date of manufacture. To ensure their freshness and quality, it is important to store them in a tightly closed container and in cool, non-humid places. When properly stored, they can potentially last up to four months. It’s crucial to maintain adequate storage conditions to maximize the shelf life of the snacks and preserve their taste and nutritional value.
Ecological bandanas and blankets
Our product is made from 100% sustainable textile materials. The main components include recycled polyester, which is derived from PET containers, and cotton sourced from new clothing trimmings. We take pride in working with artisan mothers who are the heads of their families, supporting their livelihoods and providing them with meaningful employment opportunities.
In addition to using sustainable materials, we are committed to practising responsible production methods. This includes the rational use of energy and water resources, as well as minimizing our carbon footprint. By implementing these measures, we strive to contribute to a more environmentally friendly and socially conscious manufacturing process.
We recommend washing our product with natural products such as baking soda and vinegar to effectively remove stains and odours. It can be easily washed by hand using a gentle scrubbing motion. If you prefer to use a washing machine, we suggest selecting the delicate or gentle cycle to ensure the longevity of the product.
After washing, there is no need to use a dryer as the material is quick-drying. Simply lay it flat or hang it in a well-ventilated area to air dry. This will help maintain the quality and shape of the product while minimizing energy consumption.
By following these care instructions, you can keep your item clean and fresh while also promoting a more eco-friendly approach to laundry.
Compostable bags
A compostable product is one that can break down and decompose into nutrient-rich soil fertilizer within a short period of time, typically a few months, in a composting environment. It leaves no waste or harmful substances behind and is considered environmentally friendly.
On the other hand, a biodegradable product can naturally break down over time with the help of microorganisms, but the time it takes for complete decomposition can vary greatly, ranging from months to hundreds of years. Biodegradable products may leave residues or release toxic substances during the process.
While not all biodegradable products are necessarily eco-friendly, compostable products provide a true environmental solution by transforming into valuable compost that enriches the soil. At PEPIN, we prioritize Compostpack products as a sustainable choice, meeting stringent compostability standards and minimizing environmental impact.
Bioplastics: plastics based on renewable sources, which are biodegradable and in our case compostable.
Yes, they are certified for the compostability of our bags according to the European standard EN13432. This certification has given us the OKCompost and Seedling seals.
At PEPIN, we take pride in adhering to the EN13432 standard for compostability. Through rigorous degradation studies and obtaining the necessary certificates, we can confidently state that our Compostpack bags can fully reintegrate as compost within a composting environment in less than six months.
Moreover, our commitment to sustainability extends to conducting studies specific to Colombia, where we have observed and documented the composting process of our bags. These records demonstrate that the bags can decompose and transform into compost in less than two months, showcasing their effectiveness and efficiency in real-world conditions.
By providing such evidence and transparency, we aim to assure our customers that our Compostpack products are truly compostable and contribute to a healthier, more sustainable environment.
The contact of Compostpack bags with water will accelerate the degradation process, as their biodegradability has been demonstrated in liquid environments and at room temperature. Once the Compostpack bag comes into contact with water, its consistency and strength will change.
If the bags are constantly undergoing changes from their manufacturer, it is not recommended to use them after one year of purchase as they will have lost their strength and will tear easily.
SAND MAIZCAT
It is a highly absorbent product that effectively eliminates bad odour and moisture when in contact with cat urine and faeces. It is biodegradable, has a pleasant aroma, and is gentle on cat paws.
First, ensure that your cat litter box is clean and dry. Then, fill the box with a layer of 4cm of the litter sand. It can be helpful to mix in some of the previous litter to familiarize your cat with the new litter. Now, the litter box is ready for use.
It is important to remove clumps of urine and faeces from the litter box at least once a day using a scooper or a collecting shovel. This helps maintain cleanliness and hygiene in the litter box and ensures a fresh environment for your cat.
The clumps of urine and faeces can be disposed of in the organic waste bag or flushed down the toilet. If you choose to flush the waste, it is recommended to wait for 5 to 10 minutes to allow the clumps to break down, then flush the toilet to dispose of it properly.
Lupypets
The sand is made from the natural mineral called Bentonite, and through an artisanal process, it is transformed into biodegradable sand. Once the sand has been used, it returns to the soil and absorbs its minerals, leaving no residue in the environment.
The biodegradable sand can be disposed of either in an organic waste bag or by flushing it down the toilet. If flushing down the toilet, it is recommended to wait for 5 to 10 minutes before flushing to ensure proper disintegration.
It is a locally produced, 100% Colombian product that is both biodegradable and comes in eco-friendly packaging. The sand is highly absorbent, forms clumps for easy cleaning, and has antibacterial properties.
To set up your cat’s litter tray, ensure it is clean and dry. Pour Lupy Pets cat litter into the tray, filling it to a level of 8 cm. Remember to remove any waste on a daily basis and add more litter as needed to maintain the desired level.
We suggested cleaning the sanitary tray of the CAT, then pouring the sand to a level of 8 cm and adding a light layer of odour neutralizer on top.
- Available soon on our Shop page
Payments
We accept payments through Credit or Debit Cards for online purchases using PSE (Payment Service Provider). For customers located in the city of Medellín, Colombia, we also offer the option of cash on delivery.
PEPIN offers customers two payment gateways, WOMPI and MERCADO PAGO, to provide a convenient shopping experience. The following payment methods are currently available:
WOMPI
Credit Cards: You can securely make payments using major credit cards such as Visa, MasterCard, American Express, and Discover.
Debit Cards: We accept debit card payments from participating banks.
Allows you to use Bancolombia savings or checking accounts to make the payment.
It offers the possibility of using your Nequi account from your cell phone, to complete the payment.
It allows you to make the payment using your bank, savings or current account of any Colombian bank.
Allows cash payments to be made at any of the more than 15,000 Bancolombia Banking Correspondents.
Allows payment to be made by redeeming Colombia Points.
MERCADO PAGO
It allows you to use credit or debit cards to make the payment up to 36 instalments and immediate approval.
It allows you to make the payment using your bank, savings or current account of any Colombian bank.
Anticipate and load the balance in your Mercado Pago account. It is very useful because when you buy your payment it is credited instantly.
Payments in cash.