Selenepets Avis 

BEWARE OF UNAUTHORIZED RECURRING CHARGES – DO NOT ORDER FROM SELENE PETS

I purchased a dog water fountain from Selene Pets on October 1 for $118. The package arrived on October 12, and I thought that was the end of my transaction. Then, on October 29, I was hit with an additional $59.96 charge for dog skincare products that I NEVER ordered or authorized.

I never signed up for a subscription, membership, or recurring shipments. I received no order confirmation for these products, yet somehow the charge appeared on my bank account and the order showed up in my Selene Pets account.

Trying to cancel this supposed subscription has been an absolute nightmare. Their website shows the additional order but provides no way to cancel it. When I try to manage the subscription, their system tells me there is no record of me as a customer, despite the fact that they clearly have no problem charging my payment method!

I contacted TD Bank to dispute the charge, and now I'm stuck jumping through hoops because the transaction is being classified as a recurring membership fee. Even worse, I've been told I need to attempt to return my original purchase. The water fountain is STILL UNOPENED in its original packaging, and I am more than willing to return it. I have requested a prepaid shipping label, return instructions, cancellation of all recurring charges, and refunds.

A company should not be able to charge customers for products they never ordered and then make it nearly impossible to cancel whatever subscription they claim exists.

I am now having to spend my own time trying to get my money back, stop future charges, and return a product I haven't even opened.

PLEASE BE CAREFUL BEFORE GIVING THIS COMPANY YOUR PAYMENT INFORMATION. Check your bank statements closely after ordering, and watch out for unexpected recurring charges.

I will be pursuing this with my bank, the Better Business Bureau, the FTC, and consumer protection agencies if this is not resolved. Absolutely unacceptable business practices.

This is the worst business and poor service to deal with. I ordered a pet fountain and filters. I have reached out to them 5 times regarding not having received the fountain. I kept getting messages that my purchase was in process and then when my purchase was delivered, no fountain only the filters. No one in customer service for this business will respond regarding "where the fountain is" or otherwise. I would never purchase or recommend a purchase from this business. I've now turned this over to my Credit Card Disputes dept.

They charged me for a stainless steel water fountain when I was unable to back out of their website. I tried to shake them by closing out. I immediately contacted them when I realized I had been charged. I was told that it would be taken care of. Instead, the item was sent, and I was not refunded the money. When I insisted that the money be refunded, I was told it would be as soon as I returned the item. I knew it would cost quite a lot to ship it back, so I arranged to be reimbursed for the $33.64 it cost to have it returned. After going back-and-forth for nearly a month, they tell me that this is against their policy. That this money cannot be refunded and they will do absolutely nothing. I will never purchase anything from them again, whether it is through their website or through chewy or some other vendor. They are liars. They are cheaters. I would give them no stars if that were possible. This is the worst company I have dealt with since I can remember. I cannot say enough about how miserable their Customer Service is and how they will lie and rip off customers. How they will access someone’s account without permission, and there is no way to hold them responsible. Do not buy anything from selenepets.com.

Everyone, STOP BUYING THINGS FROM ADS YOU SEE ON FACEBOOK OR INSTAGRAM ALREADY! Most are junk products like this and made in China!!! WAKE UP!

I found Selene through an Instagram ad. My order of a dog water bowl arrived damaged with multiple dents. They were slow to respond to my request for a refund.

They had me send it back at my own expense: $27.02 in shipping, including the cost of a box. They told me reimbursement was "under review."

The return reached their warehouse on October 15. After that I heard nothing.

Selene never refunded my return shipping or the box. So their "shipping protection" didn't protect anything (and appears to be another way to extract $3.98 from you for nothing), and I'm out almost $30 for their damaged product, plus all my wasted time.

Don't buy anything from this company and tell everyone else to stay away, too.

Quick and efficient with their customer support. I needed my order canceled and they immediately cancelled it and refunded befor it was shipped. So far my cats are enjoying the water fountain and I have not had any issues with the product. The delivery was a little delayed but it arrived well packaged and I am satisfied with the product.

I would recommend exercising caution before purchasing from this company. Its refund policy does not appear to have been followed as described.
It took over a month to receive a refund which I still.dodnt received for an unopened package, and I sent 10 emails requesting cancellation before the order was shipped.
My requests were not addressed by customer service. I was asked to provide a photo of the post office receipt and the package, and then to track the package, even though I had initially been told the company would track it. I have not yet received the refund, and according to the company, the amount will be less than what I paid. Based on this experience, I do not plan to purchase from them again.
It is oct 15 and still no refund.

If I could give this company zero stars, I would have! I wish I would have read the reviews on TrustPilot before buying this product! All of these negative reviews are accurate! I still haven’t received my order from 12 Sep 2026. Then I contacted the company to ask for an update on my order. It is now over a month later and they still can’t tell me when it will arrive nor can they give me a correct order number that works in their system to track my order. I also contacted them because I didn’t want to receive filters for a product that I never received. I have sent countless emails; however, they only responded once without answering any of my questions. There is no phone number for this company nor for the parent company either so they only way to contact them is through email, which they don’t respond to in a timely or appropriate manner. My next step will be to contact my banking institution to file a complaint/dispute and try to get my money back even if that means getting a new credit card. This will happen in the next 48 hours if they don’t respond and resolve my situation.

BUYER BEWARE: Confusing Checkout, Broken Cancellation Promise, and Deeply Questionable Business Practices

I strongly caution anyone considering purchasing from Selene Pets to read the company's independent reviews before placing an order.

My experience with this company has been absolutely appalling.

Selene's checkout process was so confusing that I didn't even realize I had finalized a purchase. When I discovered that an order had been placed, I contacted the company to cancel it within approximately 30 seconds. Selene explicitly agreed in writing to cancel the order. I have emails documenting this agreement.

Despite that assurance, Selene shipped the order anyway.

Here's what makes this particularly outrageous: Selene's own published FAQ explicitly states that "Orders can be cancelled within 60 minutes of purchase." I requested cancellation within 30 seconds, well within their advertised cancellation window, and received written confirmation that my request would be honored.

Rather than acknowledging their failure to honor the cancellation, Selene is now telling me that I must wait for the package to arrive, photograph it, contact customer service again to obtain a return address, arrange return shipping using a carrier of my choosing, provide tracking information, and wait for their warehouse to receive the package before a refund will be processed. They have not offered to cover return shipping.

All of this for an order I never intended to finalize and attempted to cancel almost immediately.

After this experience, I investigated the company's reputation and was alarmed to discover numerous negative reviews describing remarkably similar problems, including confusing checkout procedures, unexpected charges, difficulty canceling orders, and frustrating refund processes. Some customers report having to dispute charges with their credit card companies.

What is particularly disturbing is that my experience does not appear to be an isolated incident. Other customers have described similar situations in which they attempted to cancel orders almost immediately, only to be told that the merchandise had already shipped and they would need to navigate the return process.

I find these business practices deeply concerning. At best, this reflects an extraordinarily poorly designed checkout process and unacceptable customer service. At worst, it raises serious questions about whether the company's ordering and cancellation processes are designed to make it unnecessarily difficult for customers to reverse unwanted purchases.

This is not simply poor customer service. Selene failed to honor both its own published cancellation policy and an explicit written agreement to cancel my order, then shifted the entire burden of correcting its mistake onto me.

I have retained the email correspondence documenting my immediate cancellation request and Selene's written agreement to honor it. I am now pursuing a dispute with my credit card company.

I deeply regret dealing with Selene Pets. My advice: Stay away from this company. Read the independent Trustpilot reviews and Better Business Bureau complaints before giving Selene your credit card information.

What a horrible company. There is no phone number and they do not respond to e-mail. Once you order, you are a. prisoner of the overpriced dog bowl.

Ich habe am 26 Juli einen Hundetrinkbrunnen (7 L ) plus Zubehör für 180€ Bestellt aber ich werde nur vertröstet aber mein Geld bekomme ich nicht zurück.

BUYER BEWARE!!! Do not buy!!!!

I can’t get a refund of the most expensive dog dish I’ve ever purchased because one of their shippers or they didn’t have the complete address so Canada Post couldn’t deliver and return to sender, my order confirmation has the exact address!

$150.00 down the damn drain!

I purchased the small doggie water fountain plus a lifetime warranty. The bowl lid didn’t fit quite right and the pump didn’t want to slide easily into the lid. The pump didn’t last a week. I have emailed the company twice and messaged them on facebook with zero response. I do not recommend doing business with this company.

My dog wouldn't drink out of the fountain and they offer a 365 day return policy. The issue is, you submit a return request on their site and have to wait for them to email back with a list of items to return and a form. They never respond at all! Then they send a $60 filter after requesting to return the product and claim my email isn't in the system. Horrible horrible scam of a company.

The product itself is nice. However, you get looped into a subscription service from hell that it is impossible to cancel. They give you instructions how to do it on your account that don’t work then all you have is an email address or a form as a contact and they don’t answer you. I have repeatedly contacted them with no luck.

This is a fraudulent company that steals your money and never gives you any products.

I ordered the kitty fountain three weeks ago and they emailed me and said it shipped but provided no tracking number than a couple days later they emailed me again and said it shipped and gave me a tracking number through some generic shipping company for the past four days it has said shipping label created and that’s it. My package has not moved. Nothing has happened. I have reached out to customer service several times with no response. The worst customer service I’ve ever experienced.

Ordered a fountain with a year worth of filters, my dogs love it.
Its easy to clean and charge, plus the assembly is very simple.
The auto subscription caught me off guard, but once I emailed them they responded practically right away and refunded any issues.
5/5 stars, great product with honest and helpful customer support.

Public reply on September 17th, for show—still completely ignored.

I am updating my review because Selene Pets' public response telling me to email them was just a stall tactic. I emailed them on September 17th exactly as instructed, referencing this complaint, and they have completely ignored me.

Buyers beware: this company uses sneaky upsell tactics. My receipt shows a hidden $50 charge for a "free" lifetime replacement pump, and a hidden $39 charge for filters that were baked into my total.

Because they refuse to respond to multiple customer service requests to process a return within their advertised 365-day window, I have been forced to file a formal dispute/chargeback with my credit card company.

I also filed a complaint with the Better Business Bureau in Colorado for the same reasons as above.

This company also goes by the name of Ivy Ecommerce LLC according to the BBB.

Do not buy products of any kind from this company unless you want to be totally ignored!

I had ordered a fountain and my dog wouldn't have nothing to do with it. I started emailing the company for a prepaid or return label to make sure it went to the right address. They kept sending me other notices this has went on over a month trying to get an answer. Then I'm supposed to send it back to China and wait to see if they accept it back. Then they only wanted to refund the fountain, not the year supply of filters or 5 year replacement warranty on the pump. They've given me several email addresses, which I responded to but comes back as "undeliverable." I called the customer service department phone number I came across, now it's not there. It said to leave a message and I'd get a call back within 12 hours, that never happened. I sent them another email stating that they have to have a warehouse here in the USA to send out the product, but might get their stock from China. This is a ploy to make you keep the fountain because shipping to China would be expensive. I gave 1 star because I couldn't give a zero.