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FAQs

Category 1

There are many reasons why you may be experiencing low or no suction.

Motor

If you can feel suction from the airport at the side of the motor (see picture below), then the problem may exist in the pump or accessories. If there is no suction at all, then the motor may be faulty and needs to be returned for servicing.

Ageing Accessories

It is recommended that all silicone parts are replaced every 2 or so months, more often if these parts are frequently being sterilised or you are exclusively expressing.

Breast pump is not assembled properly

– Check whether the suction valve is installed, the membrane is sealed and the valve is aligned toward you (see image below). If there is still no suction, the valve membrane is ageing and may need to be replaced.

– If there is no suction from one side, try disassembling the tubings from the adaptor and swap bottles. If there is still no suction then there may an issue with the tubing adaptor.

– If the suction problem has changed to the other side since changing the bottles, then there is an issue with the pump kit assembly. Check whether the silicone cylinder and the connector cover are closely sealed. Try adjusting the direction of the connector cap and screw it on tightly.

– Check whether the connection between the tubing and the motor is intact and the two ends of the tubing are loose.

– Check the air hole at the sides of the bottle connector to ensure it isn’t blocked as this can affect the suction strength.

There are many reasons why you may experience pain while using the breast pump. Here are some common factors that may cause discomfort during expressing.

Suction Level

The suction on the pump may be too high so try rolling down the trackball for a lower suction strength.

Chapped Nipples

Your nipples may be chapped due to breastfeeding. If this is the case, stop using the breast pump until you have started to make a slight recovery.

Breast Shield Sizes

The breast shield may be too big or too small. A breast shell that does not fit correctly can prevent efficient pumping and result in pain and sore nipples. It’s important to use the correct shell size.

The breast shell size is correct if:

– The nipple moves freely in the funnel and can follow the rhythmic movements of the pump

– No part or very little of the areola tissue is in the funnel

– The milk flows and the breast feels soft everywhere after pumping.

Eonian Care Breast Pumps all come with standard size 24mm breast shields. If you think the standard breast shield size does not fit you perfectly, you can find 2 larger sizes here and one smaller sizes here

Yes.

For the first three charge cycles, fully charge the battery overnight then allow it to fully drain before recharging. To achieve a true full charge, plug the breast pump into the mains and slowly charge the motor using the original cord. Do not use the device while charging the battery.

After three charging cycles, let the battery run down very low but do not allow it to fully discharge before recharging it again.

If you are planning to store your breast pump for longer than six months without use, charge it to 50% every six months.

The ideal comfort zone for your Eonian Breast Pump battery is a temperature range of 16°C to 22°C. It’s important to avoid exposing your breast pump to ambient temperatures that exceed 35°C as this can permanently damage the battery capacity. When used in very cold environments, a decrease in battery life is normal but temporary. Once the battery’s temperature returns to normal operating range, the battery’s performance will return to normal.

The battery may take up to three hours to fully charge. The battery indicator light will show when the breast pump is fully charged. It is important not to overcharge the breast pump after the first three charging cycle so once fully charged, unplug the beast pump from the mains.

Important: Clean all parts after each use. Ensure all parts are completely dry before re-assembling. Wash hands before touching breasts and components.

Before the First Use

Disassemble and wash all parts that come in contact with the breast or milk. Sanitise these components by boiling them or using a steriliser.

After Each Use

1. Disassemble and wash all parts that come in contact with the breast or milk in warm soapy water.

2. Rinse in warm water.

3. Air-dry on a clean towel or use the Eonian Care Steriliser and Dryer to sanitise and dry all the parts.

4. Cover all parts when not in use.

Important: To prolong the life of your Eonian Care Breast Pump parts and to eliminate the need to replace them often, it is best to avoid frequent sterilisation of the breast pump parts. All parts can be washed with warm soapy water and left to dry before re-assembling. There is no need to sterilise the silicone tubes and caps as they do not come in contact with the milk. Use a slightly damp cloth to wipe down the motor if necessary.

Category 2

If your steriliser is not working, check the unit for damage. If there appears to be no damage check the electrical outlet to make sure it is live. If you are still experiencing issues, take it to your local stockist or contact the Eonian Care Customer Service Centre.

Please Note: The steriliser switches off automatically once the sterilising process is complete. The steriliser must cool down for approximately 10 minutes after the sterilising process before it can be switched on again.

To ensure effective sterilisation, all our electric sterilisers have designed with 10 minutes sterilising phase. The drying time can be adjusted from 30 to 50 minutes depending on the shape and material of the equipment. Bottle defrosting takes 10-20 minutes and it may take another 10 minutes to warm up to 40℃.

All bottles, no matter what brand or type, will fit in the steam steriliser. You can even put breast milk pouches directly in the bottle warmer for defrosting/warming.

The aim is to ensure steam gets inside and around every bottle. Bottles may be stacked up but keep them upside down and ideally at an angle.

Yes. This is very common and can just be emptied out once the sterilising cycle is finished.

We recommend using exactly 130ml of filtered water in the steriliser, and 60-200ml of filtered water in the bottle warmer.

If you see white or brown spots on the heating element in the base, baskets or lid of your appliance or on your sterilised items this means scale has built up there. This is normal and can occur frequently in hard water areas. This residue can cause an unpleasant smell when the steriliser is heating up. To avoid this, clean all parts before sterilising.

To ensure your steriliser continues to work effectively it is recommended that you descale the steriliser.

How do I descale my steriliser?

1. Empty the steriliser and wipe the inside with a sponge or damp cloth.

2. Pour 80ml of white vinegar and 2oml of clean water into the heating base. Or you can purchase descale powder (citric acid) from your local shops.

3. Allow it in the unit until any lime scale has dissolved or follow the instructions on your descale product.

4. Drain and wipe dry. Leave the machine on a flat and dry surface for half an hour until all parts are completely dry.

We suggest descaling your steriliser every 1-2 weeks. If you live in a hard water area, you can do it more often if you notice limescale building up.

Category 3

Yes. One AA battery is required.

The newborn file pad is hidden under the battery cover at the back of the nail trimmer.

The file pad can be easily removed to switch to other files. To install, push the file pad into the spinning pin. The file pad doesn’t need to be inserted all the way in. As long as the cushioned pad sits securely in place it is ready to use.

Category 4

The cooler bag can hold up to six Eonian Care Magic Cups and the Eonian Care Breast Pump at the same time.

The inside lining of the bag is designed to be a bit longer to ensure maximum insulation. Often it can get stuck in the zip. To untangle the zip from the lining, follow the instructions below.

1. Gently pull out the lining that is stuck in the zip. Wiggle the zip to unzip the cooler bag.

2. Push back the lining to the other side.

3. Apply some lip balm or bar soap along the zip.

4. Pull out the zip while zipping/unzipping the bag.

With frequent use, the zip will start to move along smoothly.

Category 5

Most orders are packed and dispatched within a short timeframe from when you place your order. Unfortunately, we cannot make any changes to your order once it has been processed.

If you would like to cancel your order, please contact our customer care team via email and they will do their best to help you. While we will make every effort to assist you, if your order has been packed, we will be unable to cancel your order. However, you can return any unwanted items in accordance with our Returns Policy.

We apologise if you have not received what you ordered. Please contact our Customer Care Team as soon as possible so we can rectify the issue.

Stock on our website is live and reflects what is available in real time. Placing an item in your shopping cart does not guarantee the purchase of an item. Even if the item is in your shopping cart, another customer may have purchased that item while you were browsing the site. To prevent this from happening, it is recommended that you finalise your purchase as soon as possible.

While uncommon, from time to time we have an influx of customers all wanting to order the same item. If you have received an email about your order being oversold, this means that we were unable to fulfill your entire order or part of your order.

When this happens, we will refund your money to your original payment method. Please allow 3 – 5 business days for the funds to appear in your account.

 

We accept MasterCard, VISA, American Express, PayPal and Afterpay. All card payments are processed via PayPal so if you haven’t set up your PayPal, that’s okay you can still pay with your cards directly. Unfortunately, we cannot accept payment from cards issued overseas. Your account will be debited at the time of order and the transaction will appear on your statement.
 

Just add items to your cart, checkout as per usual following the on-screen instructions, then select PayPal as the payment method. Follow the on-screen instructions and you will be redirected to PayPal where you need to choose the PayPal funding source you wish to use for your order. Once you have done this you need to click on the orange ‘Pay Now’ button to return to our website.

You will not be charged an administration fee for using this service. If the order is successfully created you will be redirected to a ‘thank you’ page showing your order number and items ordered. You will receive two emails, one from PayPal to confirm your payment which you will get straight away and one from us to confirm your order. Your confirmation email will be sent to you as soon as your payment clears.

Occasionally we adjust the pricing on items. Unfortunately, we do not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you have purchased it.

We cannot price match between our online store and in-store locations. We also do not offer price matches between other stores and/or companies.

Our online and store locations are unable to process orders over the phone. This is a safety precaution as your security is important to us. If you are having difficulty placing an order, please contact customer care and we would be happy to help you solve any ordering issues.

You will receive an automated notification from our customer service email address with your tracking number when your order is dispatched. Your order can be tracked 12 hours after receiving this email. You can track the progress of your order with Australia Post by visiting www.aupost.com.au

If you do not receive a notification, please check your junk and spam folders

Our courier, Australia Post will happily deliver to Parcel Lockers and PO Boxes where possible. Please ensure the correct address type is provided to avoid delays when processing your order.

We aim to deliver your order within 2-5 business days almost anywhere in Australia. If your order is placed before 12pm AEST on a business day (Mon-Fri), it will leave our warehouse the same day.

Orders placed after 12pm AEST or on weekends will be dispatched on the following business day.

The delivery times below are estimates and can vary depending on stock availability and your location.

If you paid for your order via AfterPay, you can post your item back to us if you would like to return it. For more information please read our Returns Policy.

When your refund is processed, AfterPay will send you an email and make the necessary adjustments to your payment schedule. For example, if you’ve made two repayments you will be refunded for those two payments and all further payments will be cancelled.
Unfortunately, we are unable to facilitate exchanges, but you are welcome to re-purchase on a new barcode.
If you have inquiries in regard to payments, declined orders or your Afterpay account, please visit the AfterPay website.

If you believe the item you purchased may have manufacturing faults, please visit our stockists where you purchased the product. Alternatively, please contact our Customer Care Team via online Chatbox or email customerservice@eoniancare.com.au. We will be more than happy to help you. You will be asked to provide photographs or videos that clearly display the fault. Please do not send faulty products back without contacting us first.

Eonian Care provides support to international customers who have purchased a product directly from us. To make a warranty claim, please follow the process below.

1. Contact our Customer Service Team using our online form.

2. Eonian Care will assess your claim and attempt to troubleshoot where possible.

3. If your product needs to be returned for inspection, it will need to be returned at your cost.

4. We will assess your device and in most cases repair it. If it is unable to be repaired, we will replace it with a new product of the same model.

5. Once we have received your product for assessment, we aim to complete your warranty claim within five working days.

The maximum liability of Eonian Care under this warranty shall never exceed the actual purchase price paid for the product. If you have any questions about this warranty, making a claim or anything else, please feel free to get in touch.