FAQ
PepPal Frequently Asked Questions
About PepPal
What is PepPal?
PepPal is a compact, battery powered portable cooling fridge designed for discreet, temperature controlled storage of temperature sensitive personal and wellness essentials at home or on the go.
What can I use PepPal for?
Many customers use PepPal for temperature sensitive wellness items and personal products that benefit from cool, stable storage, including peptides. PepPal is also suitable for other small personal essentials that you prefer to keep cool.
Is PepPal a medical device?
No. PepPal is a personal cooling product and is not marketed as a medical device. If you are storing prescription medicines, always follow the manufacturer or pharmacist storage instructions.
What temperature does PepPal run at?
PepPal is adjustable from 2°C to 18°C.
Does PepPal keep a stable temperature?
PepPal is designed to maintain the selected temperature range, however performance can vary depending on ambient temperature, ventilation, and how frequently the unit is opened.
Is it a freezer?
No. PepPal is a cooling fridge, not a freezer.
How long does the battery last?
Battery life is typically 8 to 10 hours, depending on the temperature setting and surrounding conditions.
Can I use it while it’s charging?
Yes, PepPal can be used while connected to power.
How do I charge it?
PepPal uses USB power. Rated input is 5V 3A.
What colours are available?
Black and white.
What are the dimensions?
Inner dimensions are 18.5 × 5.5 × 2.5 cm. Outer dimensions are 20.5 × 10 × 9 cm.
How much does it weigh?
Approximately 1.2 kg.
Does it have a temperature display?
Yes, PepPal has an LCD display showing the internal temperature.
Will condensation occur?
Condensation can occur in humid environments or with frequent opening. Keep the unit closed as much as possible and store it in a dry, ventilated area for best results.
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Ordering and Payment
How much does PepPal cost?
PepPal is priced at $199 AUD, unless during sales period.
What payment methods do you accept?
Available payment methods are shown at checkout and may include card payments and buy now pay later options depending on your region.
Can I change or cancel my order after placing it?
Orders can only be changed or cancelled before they are dispatched. Once an order has shipped, it cannot be cancelled.
I entered the wrong address, what do I do?
Contact us as soon as possible. If the order has not yet been dispatched, we may be able to update your address. If it has already shipped, we may not be able to make changes.
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Shipping and Delivery
Do you ship worldwide?
Yes, we ship to select international destinations. If your country is available, it will appear at checkout.
Is shipping free in Australia?
Yes, we offer free standard shipping Australia wide.
How much is international shipping?
International shipping costs are calculated at checkout and vary depending on destination.
Where do orders ship from?
Orders ship from our international fulfilment partners. Many orders ship from China.
How long does dispatch take?
Orders are typically dispatched within 3 to 6 business days after payment confirmation.
How long does delivery take in Australia?
Once dispatched, estimated delivery time to Australia is 9 to 18 business days. Timeframes are estimates and may vary.
How long does international delivery take?
Once dispatched, estimated international delivery is 10 to 25 business days, depending on location.
Will I receive tracking?
Yes. Once your order dispatches, you will receive tracking information via email. Tracking updates may take several days to appear after dispatch.
Why hasn’t my tracking updated yet?
Tracking sometimes takes a few days to begin updating after dispatch. If there are no updates after 7 business days, contact us and we will assist.
Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or local fees. These charges are set by your country and are the responsibility of the customer.
Can customs delay my order?
Yes. Customs clearance can add extra time and is outside our control.
Do you deliver to remote areas?
We do, however some remote or hard to access locations may require additional shipping fees. If this applies, we will contact you before dispatch to confirm any additional costs or alternative arrangements.
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Returns, Refunds and Support
Do you accept change of mind returns?
No. We do not offer returns or refunds for change of mind. Please choose carefully before purchasing.
What if my PepPal arrives damaged or faulty?
If your item arrives damaged, faulty, or not as described, contact us and we will assess your claim in line with Australian Consumer Law.
How long do I have to report an issue?
We ask that you contact us within 7 days of delivery and provide your order number plus photo or video evidence of the issue.
Do I need to return the item if it’s faulty?
In some cases we may resolve the issue without requiring a return. If a return is required, we will provide instructions after approval.
Who pays for return shipping?
If a return is approved due to a confirmed fault, return instructions will be provided. In some cases return shipping costs may be covered or waived at our discretion.
What evidence do you need for a claim?
We usually require clear photos or a short video showing the issue, plus packaging photos if the item arrived damaged.
My order says delivered but I didn’t receive it. What should I do?
Check around your property, with neighbours, and with your local courier first. If it still cannot be located, contact us and we will guide you through next steps.
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Use, Safety, and Best Practices
How do I get the best cooling performance?
Keep PepPal in a cool, ventilated area, avoid placing it in direct sunlight, minimise how often you open it, and allow time for the temperature to stabilise after changing settings.
Can I take PepPal on a plane?
Airline rules vary by carrier and country. Because PepPal contains a rechargeable battery, we recommend checking your airline’s policy before travelling.
Can PepPal store prescription medication?
PepPal is not marketed as a medical device. If you choose to store medication, you are responsible for ensuring storage conditions meet your medication’s requirements and for following manufacturer guidance.
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Contact
How do I contact PepPal?
Use the contact form on our website or email the address shown on our Contact page. Include your order number for faster support.