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Vet Recommended
365-Day Guarantee
We offer a 365-day money-back guarantee on eligible products, starting from the date your order is delivered. We want both you and your dog to be completely satisfied with your new fountain. If at any point your dog does not adapt to it or simply doesn’t like it, you may return the product within this window.
Note on Sale Items: Our 365-day guarantee applies to the Doggy Fountain regardless of sale status. However, other specific “Final Sale” items or gift cards may be non-returnable.
Orders placed as part of a subscription are not eligible for the 365-day money-back guarantee.
If you wish to request a refund for your most recent subscription shipment, you must contact us within 7 days of delivery. To be eligible for a return, the item must be unopened, unused, and in its original packaging.
Return shipping costs for subscription orders are the responsibility of the customer. Shipping fees are non-refundable.
Subscription orders that have already been processed or shipped prior to cancellation are not refundable. Canceling a subscription prevents future charges only and does not apply retroactively to orders already processed or shipped.
Any prepaid subscription charges for orders that have not yet been processed or shipped at the time of cancellation will be refunded.
If a subscription shipment is lost or significantly delayed beyond the estimated delivery timeframe, please contact us at info@selenepets.com so we can investigate and offer a replacement or refund where appropriate.
To be eligible for a return:
The item must be in good condition
The original packaging must be included
Proof of purchase is required
Orders may be cancelled within 1 hour of purchase. After this window, the order must be delivered and returned to be eligible for a refund.
To start a return, you can contact us at info@selenepets.com.
RETURN ADDRESS:
If eligible for return, all items must be sent to our international fulfillment and return center.
Important Note: Returns without prior authorization may not be accepted and customers are responsible for all return shipping costs. We do not provide prepaid return labels.
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, please contact us immediately with photo or video evidence. This allows us to verify the claim and comply with carrier insurance requirements.
Note: Personal dissatisfaction or misunderstanding of product features (such as plug-in requirements) do not qualify as “defective.” Products that function as described on our website are considered acceptable.
Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases.
Note on Sale Items: Our 365-day guarantee applies to the Doggy Fountain regardless of sale status. However, other specific "Final Sale" items or gift cards may be non-returnable.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Products damaged due to misuse, mishandling, or pet-related damage (e.g., chewed cords) are not eligible for exchange or refund.
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. The item must be in the same condition that you received it, unused, and in its original packaging.
Once an order has been marked as “delivered” by the courier, our responsibility for handling the package ends. Our standard shipping window is 6–10 business days (plus 1 business day for processing). It is the customer’s responsibility to ensure a secure delivery location. We are unable to issue refunds for packages stolen after confirmed delivery.
To qualify for a refund, including the 365-Day Guarantee, customers must follow this process:
Accept Delivery: Do not refuse the package; accept it first to ensure the return path is secured.
Request Authorization: request through our support team by contacting us at info@selenepets.com.
Ship to Authorized Address: Ship the product only to the address provided by our team. Returns sent without approval or to an incorrect address may not be accepted.
Cover Shipping: Return shipping fees are the responsibility of the customer.
Any chargeback filed for an order that was refused or abandoned will be contested using carrier tracking confirmation and this policy as evidence. We recommend contacting our support team first, as we are committed to resolving all issues fairly under our 365-day guarantee.
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take 15+ business days for some banks to post the refund.
Company name: Ivy Ecommerce
Address: 4008 Laramie Street, Cheyenne, Wyoming 82009
Email: info@selenepets.com.