Brad O.
My Unfortunate FUM Experience
I placed an order with FÜM under the impression that I was supporting a Canadian company, as their branding, website, and corporate identity are all tied to Canada. However, what I quickly discovered was that fulfillment was actually being done out of the United States, specifically Las Vegas, right in the middle of ongoing tariff and duty concerns between Canada and the U.S. This lack of transparency felt misleading, as there was no indication during checkout that orders would be shipped from outside of Canada. When I realized this, I attempted to cancel my order immediately. FÜM refused, stating it had already been fulfilled, even though I had raised my concerns before receiving the shipment. Instead, they directed me into a cumbersome returns process. To even qualify for a return, it must be within 30 days, and you are not allowed to open the package at all. In fact, they will require you to send photos proving the package has not been opened before they will even provide a return shipping label. On top of that, I had to pay an additional return processing fee and use a Canada Post return label to send the item back across the border to the U.S. Be aware: the Canada Post label and service they provide does not allow for tracking, which means you have no visibility or assurance on the status of your package once you hand it over. This adds even more risk and frustration to an already difficult return process. Customer service was another weak point. Responses were slow, often taking several days, and they clearly do not work weekends. This left long gaps in communication and delayed the resolution even further, adding to the overall frustration. Even after providing proof that the package was unopened and in perfect condition, they still required multiple steps before issuing the refund. While I did eventually receive it, the overall experience left me very disappointed. In summary, while I did get my money back, I would caution others: if you are expecting a Canadian-based fulfillment and customer experience, that is not what you will get with FÜM. The lack of transparency around shipping origin, the restrictive return policy (30 days, unopened package with photo proof), the extra costs of returning items to the U.S., the fact that the return label has no tracking, the slow and limited customer service, and the persistence required to see the process through were extremely disappointing.
Response from FÜMSep 5, 2025
Thank you for sharing such a thorough account of your experience. We’re truly sorry that it left you feeling frustrated and disappointed. We want to clarify a few points: while FÜM is a Canadian-founded company, we currently fulfill orders from the U.S. to help us ship more efficiently to customers worldwide. That said, we understand how this could feel unclear during checkout, and we’ll review how we communicate this so expectations are set more transparently. Regarding our return policy: it’s designed to protect product safety and quality, which is why we require items to remain unopened. We recognize that this can feel restrictive, especially when trying a product for the first time. Your suggestion around sanitization or alternate handling is appreciated, and we’ll pass it along to our team as we continue reviewing policies. As for the return process itself, you’re right, it should be simpler and more transparent. The lack of tracking and the multiple steps you described are not the seamless experience we want for our customers. We’re actively looking at ways to improve this, along with reducing response times from our support team so customers never feel left waiting. We’re glad that you did ultimately receive your refund, but we also know that the process left a negative impression. Your feedback is invaluable, and we’ll be using it to improve both communication and customer experience moving forward. If you’d like to discuss your case further, please reach out directly to us at [email protected] so we can personally assist.