Hello Beverly,
Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience with the Canopy Humidifier and the frustration you’ve had with both the filter performance and trying to cancel your subscription.
We understand how concerning it would be to notice mold or mildew and feel that your filters need to be replaced much more frequently than expected. We designed the Canopy Humidifier with mold in mind, and features like Auto Mode and our water sensors were specifically developed to help inhibit mold growth. However, depending on your environment and usage, mold can develop over time if standing water is regularly left in the tray for several days or if the filter isn’t allowed to dry periodically.
For best results, we recommend allowing your Canopy Humidifier to complete its cycle and run completely dry before refilling the tank. Please avoid unplugging the humidifier while water remains in the tank. Keeping the filter continuously wet without periods of drying can compromise its performance over time.
Under typical conditions, we recommend replacing your filter every 5–7 weeks to help ensure your Canopy Humidifier is performing optimally. If you have hard water in your home, you may find that your filter needs to be replaced more frequently than our recommended six-week cycle. You can manage your filter replacements through your account page.
We’re also very sorry to hear that you’ve had difficulty canceling your subscription. We understand how frustrating it is to try multiple times and feel that the process isn’t working as it should. For future reference, you can cancel directly from your Account page by scrolling to the subscription in question, selecting the More button (three dots), and choosing Cancel. This option becomes available after you’ve received at least two refill shipments, and the cancellation must be completed from a computer rather than a mobile device.
If you need additional assistance, you can also reach our team through the Contact Form under the Contact Us section at the bottom of our website. A member of our team will be reaching out to you directly to further assist with your subscription and address your concerns.
We sincerely apologize that your experience fell short of the level of support and product performance you expected. We appreciate you bringing this to our attention and giving us the opportunity to make things right.
Thank you again for your feedback, Beverly.