What makes Willow different?

What makes Willow different?


Curious to know how our Pump works or what the App does? Check out our About Willow FAQ.


Comparing Pump generations or Bag verses Container use? Check out our Using Willow FAQ.


Want to know if Willow is covered by your insurer? Check out our Insurance FAQ or try our Insurance Checker.

Insurance Coverage

Some Moms have told us that they have been able to obtain full or partial reimbursement for their Willow Wearable Breast Pump through insurance. Each insurance company has its own policy regarding reimbursement. Once you have your Pump, the next step is to check with your plan administrator to see what you qualify for. We hear again and again that Moms don’t let insurance companies stop them from being hands free and getting time back in their day.

 

Want to check your insurance coverage for Willow? Navigate to our Insurance Checker to get started. 


Additional Insurance Resources

How does Willow's®️ Insurance Coverage Tool work?

What breastfeeding benefits are covered through insurance?

What if my insurance provider denies coverage for Willow®️?

Can I receive insurance coverage for Willow® if I already received an alternative insurance pump for this pregnancy?

Promotions

To stay up to date on promotions, discounts or special offers, we recommend signing up for our mailing list on our homepage - that's the best way to stay up-to-date on all things Willow, including product and promotional news.


Answers to Common Promotional Questions:

Do you have a referral program?

I applied for the Everyday Heroes Program. Can you assist me with the verification?

How does SheerID verify my eligibility for the Everyday Heroes Program?

Find your fit!

Sizing with Willow is different than sizing with traditional wall pumps. 


It’s important to measure to make sure you have the right size for Willow - when your pump flange fits properly, you get more comfort, a better latch and more milk output. To determine your nipple size we suggest either printing our Sizing Tool or using one of these free ruler apps for iOS or Android

 

Size with a Mobile App

To find your flange size using a mobile ruler app, first stimulate your nipple so it perks up.  With the app open on your screen, place your phone screen perpendicular to your nipple so you can look down at your nipple against the screen.  

One edge of your nipple should line up with the zero on your screen.  Slide the measurement bar on your screen to the opposite side of your nipple - that's your nipple measurement!


Now that you have your size, we suggest you use a flange that's 2 - 4mm larger than your nipple measurement. If you are smaller than 17mm or you would like improvement in comfort, latch or milk volume, we have learned from Willow pumpers that Freemie and Beaugen Inserts fit securely in Willow flanges.  Freemie offers options as narrow as 15mm and Beaugen Inserts take any flange size down by 1mm.


Size with our Printable Tool

 

To size with our printable Sizing Tool, cut around the outside of the tool and fold twice. 

Stimulate your nipple to perk it up.  Slide the paper ruler against your nipple until it is nestled in the corner.  Taking a picture or looking in a mirror may help you to see your nipple measurement. 

Use a flange that is 2 - 4mm larger than your nipple measurement.  If you are smaller than 17mm or you would like improvement in comfort, latch or milk volume, we have learned from Willow pumpers that Freemie and Beaugen Inserts fit securely in Willow flanges.  Freemie offers options as narrow as 15mm and Beaugen Inserts take any flange size down by 1mm. 


Additional Sizing Resources

Check Your Willow® Size Video

What should I do if I'm between Willow®'s sizes?

Does Willow® work for all breast sizes?

Returning your Willow

If you decide to return your Willow®️ Pump purchase, here are the details of our return policy: 

  • Willow products are personal use items and returns must be new, unopened (no seals broken), unused, and in the original packaging. 
  • Only products purchased from willowpump.com may be returned directly to us. Products purchased from other retailers must be returned to the original retailer. 
  • Your return request must be submitted within 90 days of the purchase date or your child's birth date, whichever is later. 

Willow will only refund the purchase price of the product and any sales tax paid, and the refund will be made to the original form of payment. 


When you return a Willow Pump, a $25 restocking fee will be deducted from your refund amount. Returns for purchases of accessories and bags are subject to a $10 restocking fee. If you return a Willow Pump Kit and additional accessories, your return will be subject to a total restocking fee of $35.


Answers to Common Return Questions:

Can I return Willow® if I've opened / used it?

What if I want to return an order placed through Affirm?

What if I want to return an order placed through PayPal?

What is Willow®'s warranty?

What do I do if I don't have my proof of purchase, but want to exercise the warranty?

What is the motor life?

Order Tracking

Click on Support, then My Account to login and view your order history. You can track and check the status of orders placed with Willow from this page.


Standard shipping for Willow®️ branded items typically takes an average of 4 business days in the continental USA. This can sometimes be a day faster or a day slower depending on where you live and shipping times in your area. Business days include Monday through Friday only. These items are calculated from when the shipment leaves our distribution center, and are not guaranteed. 


For more information on shipping, visit our Shipping and Returns page.

Boost your Volume

In most cases, correcting one of these 3 things will improve your pumping volume. 


Size - Have you measured your nipples and are you wearing a Willow flange or Container insert that is 2 - 4mm larger than your measured size? Both of these factors are critical to milk output with Willow. Follow the guidelines for sizing here to get the right size for you.


Bra - Wearing the right bra can help with volume. Your bra should hold the Pumps firmly to your breasts for greater comfort and volume. We recommend wearing Willow with a full-coverage nursing bra that’s stretchy and has a flap. We have several recommended bras that work well with Willow here.


Alignment - It is important to line Willow up with your nipple before latching. Study the direction your nipple points and elongate or stimulate your nipple so you are sure of the direction it will point under suction. Keep trying, most moms master this in 5 - 7 sessions. If it is not comfortable or no milk is flowing, remove and realign. (Animation may be useful here if there is space)


Additional Resources to Consider:

Do you have tips to boost volume?

My milk volume has changed suddenly, how to I boost supply?

What is my Willow size and what sizes are available? 

Do I need to wear a special bra with Willow?

How do I check if milk is flowing?

60% of pumping moms are using the wrong flange size

Sizing is even more important with Willow as we create a latch (not a pull and release like traditional pumps), so the nipple needs to have enough room to express milk but not so much that there is no stimulation. Let’s get you sized correctly. 


Head over to our Nipple Sizing Guide - please don’t skip this step. You need to wear a Willow flange or Container insert that is 2 - 4mm larger than your measured size for greatest comfort and volume.


Additional Sizing Resources:

What is my Willow size and what sizes are available?

My Pump isn't moving to Expression, any tips?

How can I make pumping more comfortable?

Willow's Alerts and Lights

Willow uses lights and alerts to tell you what’s going on. Here’s what they mean: 


Orange blinking light - check the alert on your phone.

    • Close & Open Pump Alert - most often the Flextube grips are not in the pumping sockets, go here for directions and troubleshooting.
    • Flush through Container valve - in most cases the valve is not laying flat inside the dial or there is soap or milk on the valve preventing latch, go here for directions and troubleshooting.
    • Attach Bag Alert - Either there is no bag or the bag valve is not pressed firmly into the Flextube. Here are directions to correct this alert.

White and orange blinking lights - Willow cannot latch, try again and remove any clothing, bra or material that may be between your skin and Willow.


White pulsing - Willow has paused, you’ve pumped for 25 minutes. To continue press Pump/Pause.


White solid - Congratulations! Your milk bag is full, add a new bag or empty your Container to continue pumping.


Battery lights

Green - enough charge for 2+ sessions

Orange - enough charge for 1 session

Red - low battery - inadequately charged for a complete session


Additional Lights/Alert Resources: 

Learn Willow's Lights (video)

How do I enable app alerts and notifications?

My Pump stopped pumping but I didn't get an alert.

Cleaning is simple with Willow

Please clean all accessories after each use. If there’s no space to completely clean, rinsing after use makes cleaning easier later on. Dried milk is challenging to remove. 


Here’s how we recommend cleaning:

Flange, Flextube and Container - after every use, disassemble all parts and wash by hand or pop the parts in the top rack of the dishwasher. Allowing the parts to dry thoroughly after cleaning improves performance.


Willow Pump - wipe with a damp cloth as needed, never submerge your Pump. No other cleaning is necessary.

Additional Cleaning Resources:

How do I clean the Flange, Flextube and Container?

How do I clean Willow before I use it?

How should I deep clean my Containers?

Can I use a steam sterilizer to clean Willow pump parts?

Let's get you back to pumping

Let’s try two solutions involving a battery check and a reset, if these two suggestions don’t help, we will need to gather a bit more information from you. Grab your pump and let’s get started.


Battery and Charging - is your pump connected to the Charger? If so, it will not turn on. Unplug and try to turn your pump on. The power button needs to be held down for 2 - 3 seconds to turn the Pump on (this 2 - 3 second hold prevents it from turning on if accidentally bumped in your pumping bag). If the Pump will still not turn on, return to charging for 20 min, unplug and try again. Success? Great! If not, let’s reset your pump. 


Reset - follow these simple instructions to reset your pump 

    1. Separate your Pump from the Flange or Container.
    2. Gently insert the blunt end of a paper clip or earring back into the tiny hole next to the power port.
    3. Remove the blunt object. You may hear a whirring reboot noise for 2 - 3 seconds and the pump will vibrate softly.
    4. Try turning your Pump on again.

If these steps do not help, complete the form below or give us a call so we can help you.


Additional Troubleshooting Resources to Consider:

The buttons on my Pump aren't working, any tips?

My pump won't charge or it won't hold a charge.

Let's get you support

We are so sorry that happened to you! 

  • Milk leaked into your pump? Leave your pump in a vertical position with the blue pad end at the top and the charging port at the bottom for at least 24 hours without turning it on, charging it, or performing Flip to Finish. After 24 hours, charge your pump for at least two hours. Check to see that the green light is solid and that your battery icons appear in your app. If so, you’re ready to go! If not, reset your Pump.
  • Pump making different sounds? If your pump is dropped, exposed to liquid, or stored in the refrigerator, the noise it makes can change. As long as the pump is still pumping and you're getting your milk in the Milk Bag or Container, there's no need to worry about these changes. Resetting your pump may also help.
  • Signs of damage or wear and tear on accessories? We recommend you replace accessories every 90 days or immediately if you notice any signs of damage or wear and tear. 

The Willow Pump is covered under a 12 month warranty from the purchase date. All accessories - Flanges, Flextubes™, Containers, and Inserts - are covered under a 90 day warranty from purchase date. We will require original proof of purchase if you purchased from an authorized retailer. 


For our complete warranty, please see our current Instructions for Use.


Additional Resources 

Milk leaked from my Pump or into my Pump - any tips?

How can I check if I need to replace my Flextube™?

How do I clean the Flange, Flextube™ and Container?

Willow transitions to expression as soon as the pump detects milk flow.

Here are some tips to get you out of this frustrating situation:


Time to transition to expression - are you waiting long enough? Most moms will transition to expression in just over 2 minutes. It can take even longer if you are not expecting a rapid let down (stressful day at work) or recently pumped. Relax, try again and give it 4 - 5 minutes, especially if you are new to Willow.


Alignment - If your nipple is not centered in the tunnel, you may not be expressing milk for Willow to detect. Or your nipple was centered and it may have shifted when you fastened your nursing bra over Willow. Align again and do not fasten your bra until Willow has latched.


Flange size - if Willow is too large or too small, your nipple will not experience the stimulation required for let down. Use our Nipple Sizing Guide to make sure your flange is 2 - 4 mm larger than your measured size.


Additional Resources for Reaching Expression:

My pump isn't moving into expression, any tips?

How do I check if milk is flowing?

I'm unable to adjust suction beyond level 3, any tips?

Troubleshooting the Pump's onboard controls

Willow has three types of buttons (on/off, suction up/down, pump/pause).


Resetting your pump often fixes all 3, let’s start there and reset your pump. If the reset does not work, check for more tips in the correct category below.


User-added image


Reset - follow these simple instructions to reset your pump 

      1. Separate your Pump from the Flange or Container.
      2. Gently insert the blunt end of a paper clip or earring back into the tiny hole next to the power port.
      3. Remove the blunt object. You may hear a whirring reboot noise for 2 - 3 seconds and the pump will vibrate softly.
      4. Try turning your Pump on again.

Still having issues? Select the correct category below:


On/Off Button

      • If your Pump will not turn on, make sure it’s not connected to the Charger.
      • Is your Pump charged? If not, charge it and try again. 
      • Are you holding the Power button down long enough? You’ll need to hold it for 1 - 2 seconds to turn the Pump on.
      • Are you trying to turn the Pump off while you’re pumping? The Pump won’t let you do this. Press Pause and break latch, then turn the Pump off.

Suction Buttons

      • Do you know your current suction level? Check the app. The down button won't work when you're at Level 1, and the up button won't work when you're at Level 7 (this is Willow's highest suction level). 
      • Suction buttons not responding during Stimulation? In Stimulation you'll have access to suction levels 1, 2 and 3. Once you have pumped approximately 0.5 ounces of milk you'll have access to all seven levels of suction.

Pump/Pause

      • Willow automatically pauses after 25 minutes of use.
      • Reset is the only fix for this category of buttons, please give us a call if that has not worked for you.

Additional Troubleshooting Resources to Consider:  

What do Willow's buttons do?

That's no fun - let's get you paired!

Your Pumps will only pair to the Willow App compatible with their generation. Check that you have the correct app installed and are using a compatible device


Pairing - Make sure your phone’s Bluetooth is On. Then try resetting your Pumps and wait 1-2 minutes after tapping “Pair.” Check out our help article on pairing for additional tips.


App reinstall - To pair your pumps again after reinstalling the Willow App, try this.


New phone - For help getting your Pumps paired to a new phone, look here.


Unpairing - Go to the Settings tab > Pumps page in the Willow App. Tap “Remove” to unpair your Pumps.


Additional Resources

I already paired my Pumps, but I have a new Pump. What do I do?

Can I use the Pump and not use the App?

How do I forget or unpair my Pump(s) from my phone’s Bluetooth settings?

How do I remove the Bluetooth connection on my Pump(s)?

My Left and Right Pumps are switched in the app. How do I fix this?

Connecting your Pumps to the Willow App

Your Pumps are connected when battery icons are displayed in the Willow App.



If one or both battery icons are missing, make sure your phone’s Bluetooth is on, then try the Quick Fixes below or read our help article on getting your Pumps to connect.


Quick Fixes - Force close app, turn Pumps Off and back On, reset Pumps, turn phone off and back on.


Pairing- Check that your Pumps are listed in the Settings tab > Pumps page in the Willow App. Your Pumps need to be paired in order to connect to the app.


Connectivity - If you can see the battery icons, but they come and go or the suction levels and volume tracking on your home screen doesn’t update while pumping, you likely have a bluetooth connectivity issue. Open your app and connect before pumping and keep your phone nearby.


Additional Resources to Consider:

How do I unpair my Pumps from the Willow® App?

How do I forget or unpair my Pump(s) from my phone’s Bluetooth settings?

How do I remove the Bluetooth connection on my Pump(s)?

How do I turn Bluetooth on my Pump(s) Off and back On?

Does the app work if my phone is in airplane mode?

Volume Reporting in the Willow App

The Willow Pump tracks milk collected in the Milk Bag or Container and the Willow App reports the volume.


It’s normal for the volume reported in the app to differ a little from the actual milk volume you are getting. Most of the time, large app volume inaccuracies are related to the valve on the Container or the Milk Bag. Try a deep clean for your Container or a new bag. 


Realigning - If you realign a few times or don't have a good seal, this can impact the accuracy of the volume reported in your app. As you get more experience with Willow and have a good bra, you should see this improve. 


Assembly - A small adjustment to your Pump assembly can improve volume accuracy. Review assembly with the Container and the Milk Bag.


Accessories - Wear and tear on accessories impacts volume accuracy. Replace any accessories out of warranty.


Additional Resources

If I pump over 4 ounces in a session, can I switch out the Container to a Bag? 

Will the app accurately record my milk volume?

Does the volume displayed in the app include the milk that's in the Flange and Flextube™ before Flip to Finish?

Can I edit my pumping history in the Willow® App?


Thank you for your interest in Willow. We would love to hear from you. Please fill out the below form and someone will be in touch should there be a fit.
Cancelling an Order

If you need to cancel an order, we suggest calling Willow Care to ensure the cancellation is processed before your order is shipped. This will avoid a $25 restocking fee.


 

Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. Open a chat or give us a call at 1-888-WILLOW-3


Still need help?

We have found that when moms have a question about this topic, we can help them most quickly and effectively over the phone. 



Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. If it's currently outside our business hours or you prefer to send an email, please use the form below. Open a chat or give us a call at 1-888-WILLOW-3. 


Gathering the information below will help us provide faster service.

    • Email used with the App
    • Pump serial number(s)
    • Copy of receipt or order date (if purchased from an authorized retailer)

    Still need help?

    We have found that when moms have a question about this topic, we can help them most quickly and effectively over the phone. 



    Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. If it's currently outside our business hours or you prefer to send an email, please use the form below. Open a chat or give us a call at 1-888-WILLOW-3. 


    Gathering the information below will help us provide faster service.

      • Email used with the App
      • Pump serial number(s)
      • Copy of receipt or order date (if purchased from an authorized retailer)

      Still need help?

      We have found that when moms have a question about this topic, we can help them most quickly and effectively over the phone. 



      Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. If it's currently outside our business hours or you prefer to send an email, please use the form below. Open a chat or give us a call at 1-888-WILLOW-3. 


      Gathering the information below will help us provide faster service.

      • Original order number
      • Reason for return
      • Confirm product is unopened

      Still need help?

      Willow Care is available Monday-Friday from 6am-6pm PT, and Saturday-Sunday from 7am-1pm PT. We make every attempt to respond to emails within 24 hours. 
      If you prefer to call, you can reach us at 1-888-WILLOW-3.








      Found on the inside wall of your Pump