Thank you for purchasing Eonian Care Baby Products. In the unlikely event you experience issues with any of our Eonian Care products, we have provided the answers to some of the most commonly asked questions. If you cannot find the information you are looking for, please contact our friendly Customer Care via email at customerservice@eoniancare.com.au.

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Eonian Care Smart Electric Breast Pumps

Suction issues

Why does my breast pump have low or no suction?+

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.

Why do I feel pain when I use the breast pump?+

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: https://www.eoniancare.com.au/product/ec-201/ and one smaller sizes here: https://www.eoniancare.com.au/product/ec-202/

Battery

Do I have to fully charge the battery before using the breast pump for the first time?+

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.

What is the optimal environment for the breast pump battery?+

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.

How long does the battery take to charge?+

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.

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

How do I clean the breast pump kit?+

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.

Eonian Care Electric Sterilisers

What do I do if the electric steriliser does not work anymore?+

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.

How long is the sterilising/drying/bottle warming time?+

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 3 minutes and it may take another 5 minutes to warm up to 40℃.

Which bottles fit in the Eonian Care electric sterilisers?+

All bottles will fit in the steam steriliser, whether they are narrow or wide neck feeding bottles.However extra wide bottles (bottle diameter is over 8cm) will not fit into the Bottle Warmer.

How should the bottles be positioned in my steriliser?+

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.

Should there be water left in the bottom of the steriliser after a cycle?+

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

How much water should I use in my electric steriliser?+

We recommend using exactly 90ml of filtered water in the steriliser and bottle warmer and 110ml in the steriliser and dryer.

Why is there water pooling under my electric steriliser and dryer?+

If you have overfilled the steriliser, the excess water will leak from the air vent in the base unit when drying items. While this is normal, we recommend you use the specified amount of water to prevent overflowing.

How can I clean the residue on the steriliser’s heating plate?+

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 40ml of white vinegar and 60ml of clean water into the heating base.
3. Turn the sterilisation mode on.
4. Turn the device off before the water dries up.
5. Drain and rinse. Wipe 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.

Electric Baby Nail Trimmer

Is the nail trimer battery powered?+

Yes. One AA battery is required.

I can’t find the newborn file pad.+

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

How do I install the file pad? +

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.

Pumping On-the-go Companion Cooler Bag

How big is the cooler bag?+

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

Why does the lining near the corner of the bag get stuck in the zip?+

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.

General

Order and Payment

Can I change or cancel my order?+

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.

I have received the wrong order. What do I do?+

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.

I placed an item in my cart and now it has disappeared.+

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.

The item I want to buy has sold out. +

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.

Which payment methods are accepted?+

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.

How do I pay with PayPal?+

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.

The item I ordered has gone on sale. +

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.

Does Eonian Care price match?+

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.

Can I place an order over the phone?+

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.

Delivery

How do I track my order?+

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

Do you deliver to PO Boxes?+

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.

How long will it take to receive my 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.

Returns

How can I return my item if I paid via AfterPay?+

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.

I think my product is faulty?+

If you believe the item you purchased may have manufacturing faults, please visit our stockists (https://www.eoniancare.com.au/find-us/) 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.

International Customers+

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.

Limitation on Liability+

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.