Everything You Need to Know

We’ve gathered the most common questions about our products, delivery, returns and care — so you can shop with confidence.

At Zepalo Pets, every detail matters, from how our products are selected to how they arrive at your home.

If you can’t find the answer you’re looking for, please contact us. We’ll be happy to help you personally.

Frequently asked questions

Delivery

How long does delivery take?

Orders are typically delivered within 3–5 business days. Once your order has been shipped, you will receive tracking information by email so you can follow your package.

Can delivery take longer than expected?In rare cases, delivery times may vary due to high demand, carrier delays or busy periods. We always do our best to get your order to you as quickly as possible.


Our products

How does the Zepalo Cooling Mat work?
The mat is designed with a breathable cooling surface that gives your dog a softer and more comfortable place to rest on warm days.

Does it need water, electricity or freezing?
No. Simply place the mat where your dog likes to relax — at home, on the terrace, in the garden or on the go.

Can my dog use it every day?
Yes. The soft quilted surface makes it comfortable enough for everyday rest, not only during very hot weather.

Can it be used indoors and outdoors?
Yes. The mat can be used inside your home, on the terrace, in the garden or when travelling. We recommend placing it on a clean, dry surface.

How do I clean the mat?
You can gently wipe the surface clean when needed. For deeper cleaning, follow the care instructions provided with the product.

Which size should I choose?
Choose a size that gives your dog enough space to lie down comfortably. If your dog is between two sizes, we recommend choosing the larger size.

Exchange & Returns

Can I return a product?
Yes. You have the right to return your product within 14 days of receiving your order, without giving any reason.

Return shipping costs are the customer’s responsibility. The product must be returned in good condition and, where possible, in its original packaging.

If you return your full order, we will refund the purchase price once the returned package has been received and inspected. Refunds are processed within 14 days using the original payment method.

Payment & Discount Codes

Which payment methods do you accept?
Available payment methods will be shown at checkout before you complete your order.

Where do I enter my discount code?
You can enter your discount code at checkout in the discount code field. The discount will be applied before payment is completed.

Why is my discount code not working?
Please make sure the code is entered correctly and that it has not expired. Some discount codes may only be valid for selected products, order values or limited time periods.

Can I use more than one discount code?
Discount codes cannot always be combined. If your code cannot be applied together with another offer, the checkout will show this before payment.

Can I add a discount code after placing my order?
Discount codes must be applied at checkout before the order is completed. Once an order has been placed, we may not be able to add a discount code afterwards.