Get SeleneReviews of get-selene.com

Response from Get SeleneJul 10, 2026

Hi, Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience did not meet your expectations. We understand that international return shipping costs can be frustrating, and we're sorry this came as a disappointment. As outlined in our refund policy, eligible returns are sent to our international fulfillment and return center, and return shipping costs are the responsibility of the customer. Our 365-Day Guarantee is intended to give pet parents plenty of time to try the fountain and decide whether it's the right fit for their dog. Whenever possible, our support team also works closely with customers to explore alternative solutions before a return is necessary. We appreciate you sharing your concerns, as feedback like yours helps us continue improving both our customer experience and how we communicate our policies. If there's anything we can still do to help with your order, we'd be grateful for the opportunity to assist. Please feel free to reach out to us at [email protected]. -The Selene Team

Response from Get SeleneJul 8, 2026

Hi Richard, Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience left you feeling frustrated. We'd just like to clarify one point for anyone reading your review. While you may have selected one of our promotional offers that included a filter subscription, it is not the only way to purchase our fountain. We also offer a standard one-time purchase option directly on our website for customers who prefer not to enroll in a subscription. For customers who do choose one of our subscription offers, we aim to be as transparent as possible by providing the subscription details on the product page, during checkout, and again in the order confirmation email. Subscription renewal reminders are also sent before any renewal order is processed, giving customers time to review, manage, or cancel their subscription if they choose. There is never a long-term commitment, and subscriptions can be canceled at any time through the customer portal or by reaching out to our support team—we're always happy to help. We sincerely appreciate your feedback, as it helps us continue improving both our products and the overall customer experience. If there's anything we can do to assist with your order, please don't hesitate to contact us at [email protected]. -The Selene Team

Response from Get SeleneJul 3, 2026

Hi Pastor Kunder, Thank you for taking the time to share your feedback, and we're sorry to hear about your experience. We understand how frustrating it can be when you're excited to use your new fountain and run into issues during setup. We'd be happy to help get everything sorted out. Please email us at [email protected] with your full name and order number, and we'll prioritize your case. We'll also be happy to investigate the missing filter holder and the issue with the water not flowing so we can provide the appropriate solution as quickly as possible. Our team is committed to making sure your fountain is working as intended, and we look forward to resolving this for you. -The Selene Team

Response from Get SeleneJun 23, 2026

Hi Katherine, Thank you for taking the time to share your feedback, and we're truly sorry to hear about your experience. For fountain orders, delivery typically takes 6–10 business days after processing and shipment. However, occasional carrier delays can occur, which may extend transit times. We understand how frustrating it can be to see a package remain in the same location for an extended period, and we sincerely apologize for the inconvenience. Please know that our customer support team is here to help. To ensure you're reaching the correct support channel, our official customer service email is [email protected]. Unfortunately, there are fraudulent websites and email addresses online, so we always recommend contacting us directly through our official email. If you haven't already, please send us an email at [email protected] with your full name and order number, and our team will be happy to investigate your order status for you. We'll prioritize your case and do our best to provide an update as quickly as possible. We appreciate your patience and look forward to assisting you. -The Selene Team

Response from Get SeleneJun 17, 2026

Hi Erica, We're very sorry to hear about your experience. If you haven't received your order, please don't worry. We're here to help. Sometimes delivery issues can occur, even when tracking information shows a package as delivered. Our support team is always happy to investigate and work with you on a solution. Please send us a quick email with your order details, and we'll look into this right away. Whether the package needs to be located, replaced, or another resolution is needed, we'll do our best to make things right. We want getting help to be easy, and our team is committed to assisting every customer as quickly as possible. We look forward to hearing from you and resolving this for you. -The Selene Team

Response from Get SeleneJun 9, 2026

Hi Danean, We're sorry to hear that your experience didn't meet your expectations. Our 365-day guarantee remains in place, and customers are welcome to request a return within that period. To initiate a return, customers only need to contact our support team, and we'll provide them with the next steps. We take every return request seriously and strive to assist customers as quickly as possible. If there is an unresolved issue with your return request, please reach out to us directly so we can review your case and work toward a resolution. We are always here for you and your pups🐶🤗 -The Selene Team

Response from Get SeleneJun 5, 2026

Hi Alan, Thank you for sharing your concern. We completely understand why you may have questions when the shipping origin shown in the tracking information differs from our business address. While our company is based in Sheridan, Wyoming, we utilize international fulfillment hubs, including locations in Asia, to efficiently process and ship orders. Because of this, tracking updates may sometimes display locations that differ from our registered business address. Please rest assured that our team is here to support you throughout the entire delivery process. We actively monitor shipments and are always available to assist with any questions or concerns until your package has been successfully delivered. If you'd like us to review your order and tracking details, please feel free to contact our support team directly. We'll be happy to help and provide any additional information you may need. -The Selene Team

Response from Get SeleneJun 3, 2026

Hi Nathan, We're sorry to hear that your experience did not meet your expectations. We understand your concerns regarding the filter packaging and the return process, and we appreciate you taking the time to share your feedback. Providing a positive experience for both our customers and their pets is extremely important to us, and it's disappointing to learn that we fell short in your case. 🙏🏻While our intention is always to provide helpful information to pet owners, we never want anyone to feel pressured or uncomfortable by our messaging. We would appreciate the opportunity to review your situation further and work toward a resolution that leaves you satisfied. Please reach out to us directly by emailing our support team with your order details, and we'll personally look into the matter and see how we can help. Thank you for bringing your concerns to our attention, and we hope to have the chance to make things right. -The Selene Team