General Enquiries

Which warmers do the Hegen bottles fit into?

Hegen bottles fit into most wideneck warmers of most leading brands. To be safe, simply measure the diameter of the relevant brands’ bottle for comparison. As a gauge, Hegen bottles measure 7cm in diameter.

I’ve never seen a square bottle before. Will it be hard for my baby to hold?

Hegen bottles are a ‘softsquare’ shape made out of 4 tiny circle corners. It is ergonomically designed to be easier for babies to hold.

Can I sterilise the Hegen bottles? Which sterilisers can I use?

Yes. Hegen bottles can undergo steam, microwave and UV sterilisation. To be safe, we recommend waiting at least 15 minutes between sterilisation cycles. As our PPSU bottles are able to withstand -20'C up to 180'C in temperature; please do remember to check that your steriliser does not exceed the aforementioned temperature range.

Can you explain the Hegen PPSU range?

The Hegen Polyphenylsulfone (PPSU) range is made of FDA compliant foodcontact grade and NSF certified medical grade material. PPSU is widely used in the manufacturing of medical appliances due to its superior toughness and high-temperature resistance. It combines the advantages of both glass and plastic materials; BPAfree and lightweight. PPSU is naturally ambercoloured and contains no artificial pigments. Hegen PPSU is free of BPA, BPS, Phthalates and PVC.

Can you explain the Hegen Tritan range?

Hegen bottles are made out of Tritan material. Glasslike Tritan material is impact-proof and shatter-resistant. It is free of BPA, EA, AA, PVC & Phthalates. Our Tritan bottles are safe from -20C up to 110C in temperature. Hegen bottles are made out of Tritan material which is highly temperature resistant and can thus undergo boiling / freezing. To be safe, please do not exceed the aforementioned temperature range.

Tritan material being a form of plastic that has glasslike transparency makes any signs of wear and tear more visible. If oil residue (from milk or hand creams etc.) is still present on the bottle when it undergoes any heating processes such as sterilisation, permanent staining (manifesting as ‘haze marks’) may appear. To prevent any such staining, please do ensure that any residue is removed prior to sterilisation or heating in any form.

The best thing to do to prolong the usage of our bottles would be to use detergent that is not diluted to ensure that all oil residue is completely removed before undergoing any heating processes. We have found that as long as the residue is removed before heating, there should not be any permanent staining on the bottle. As your baby’s safety is our foremost concern, please be assured that the staining is purely cosmetic. The safety of the bottles are not compromised in any way and are perfectly safe to use.

My baby loves the Hegen bottle. How long can I use it for?

We are so happy to hear this! International standards recommend teats to be replaced every 3 months and bottles every 6 months. Hegen bottles are designed to last and can be continually evolved to meet the different needs of the growing child. You can continue to use our bottles and convert it to snack cups as your baby grows. To be safe, we recommend replacing the teats every 3 months or if there are any signs of wear and tear. Likewise, should there be any scratches or wear and tear observed on the bottles, we also recommend to have them replaced.

Do I need a bottle brush to clean my Hegen bottle?

Hegen bottles have an extremely wide mouth and minimal parts. Furthermore, as our bottle has absolutely no ridges, undercuts or hidden corners, you can quickly clean the Hegen bottle without the need of a bottle brush, avoiding scratches on the bottle. However, if you would like to, you can certainly use a bottle brush to clean your Hegen bottle. Please do remember to thoroughly clean not just the sides but also the base of the bottle.

Are Hegen breast milk storage containers airtight?

Yes. Our breast milk storage containers feature a silicone seal that ensures our containers are truly airtight.

Why am I having difficulty opening the lids of breast milk storage containers that have been taken out from freezer / refrigerator?

At lower temperatures, materials can sometimes experience contraction and expansion at different rates. Let the containers sit in open air for awhile before opening. If you’re in a hurry, try pouring hot / warm water over the lid so that it can expand a little and loosen before opening.

Help! My covers/lids are too loose/tight?

All covers/lids should fit nicely with a ‘click’. Please refer to the above guidelines for the proper assembly and usage of our Hegen bottles. If this doesn’t fix the issue, please contact us at cs@hegen.com and we will do our best to help you solve this!

Help! My bottles/ containers are leaking.

Hegen feeding bottles and breast milk storage containers are leakproof. If you find that your feeding bottles/containers are leaking, please check the above guidelines for the proper assembly of the Hegen teat/silicon seal. If this doesn’t fix the issue, please contact us at cs@hegen.com and we will do our best to help you solve this!

Help! My teat is stuck / not flowing

If your teat is not flowing, simply use your fingers to massage the teat and the airvent to ensure that it is not stuck closed. If this doesn’t fix the issue, please contact us at cs@hegen.com and we will do our best to help you solve this!

How do I take the bottles out from the packaging?

Simply use a pair of scissors to cut around the packaging starting from the slit opening designed for ease of use.

Shopping

Do I need an account to make purchases?

Yes, you need to register for an account to kickstart your first purchase with us. This facilitates subsequent purchases, and helps you track order status. If you haven't created an account, click here to create one now.

How do I make payment?

We accept payments via Paypal. You may sign up for a Paypal account here at www.paypal.com

How do I use my discount code?

From your shopping bag page (top right corner), type in your discount code, and click Add.

Can I amend or cancel my order after confirming it?

Sorry, confirmed orders cannot be amended or cancelled.

Can I purchase parts individually (eg. bottle covers, collars)?

At the moment, we do not sell parts separately. However, if you have an urgent need, please contact us at cs@hegen.com and we will do our best to help you.

Delivery

When can I receive my parcel?

We'll need 1-2 working days to pack and dispatch your order via our appointed logistics partner. Delivery time is 1-3 working days, depending on mode of delivery. All goods purchased from us can only be delivered to addresses within Singapore Main Island. We are unable to deliver to Jurong Island, Army Camps, Changi Airport, Tuas, and Fishery Ports. We do not deliver outside Singapore or to post office boxes. Extra charges apply for Sentosa Island addresses.

Track your orders here: http://www.simplypost.asia/

Can I opt for self-collection?

For orders above $50, you can opt for self collection at our head office, 20 Sin Ming Lane #04-60, Midview City, Singapore 573968, Mon-Fri (10am-5pm, SGT) [excluding public holidays]. Please indicate in the comments section the date and timing of collection.

For orders below $50, you can do a walk in at our head office, 20 Sin Ming Lane #04-60, Midview City, Singapore 573968, Mon-Fri (10am-5pm, SGT) [excluding public holidays]. Please drop us a call at our Customer Service Hotline +65 6842 5885 before walking in.

Do you ship internationally?

Yes we do. International orders take at least 10 working days to reach you depending on the destination specified.
Track your orders here: http://www.dhl.com.sg/en/express/tracking.html

When will delivery take place?

For local Singapore orders : Day (0900 to 1800 hours), or Night (1800 to 2200 hours). Kindly ensure that there is a recipient to receive your items during the stipulated hours.

Can I arrange for a redelivery?

For local Singapore orders : We offer up to 2 free delivery attempts for each purchase. You will incur an additional delivery charge if there is a 3rd failed delivery attempt.

Exchange & Returns

What items are eligible for exchange?

Items that are defective and not due to regular wear and tear as deemed by Hegen, will be eligible for a 1-1 exchange on a component by component basis.

Are there limitations on exchanging specific merchandise?

Sale or GWP items or items with missing or mishandled parts are not eligible for exchange.

How long do I have to exchange an item?

Within 30 days of purchase.

What items do I need to bring to facilitate the exchange?

  1. Original receipt (with purchase within 30 days)
  2. Complete set of faulty product for evaluation (do not just bring the faulty component)

Where can I do the exchange?

Customers can come down to our office at 20 Sin Ming Lane #04-60, Midview City, Singapore 5739686, during office hours (Mon-Fri, 10am-5pm, SGT) (excluding Public Holidays) for exchange, at no additional charge.

I still have questions!

Please contact us at cs@hegen.com or give us a call at +65 6842 5885 and we’ll do our best to help you!

Payment

How can I make payment?

We currently only accept payments made through Paypal. We will be exploring additional payment options.

Section

For Singapore delivery addresses: Yes. You will need to pay an additional 7% of GST.

For Overseas delivery addresses: All international shipments may be subject to import charges (Duties, Customs Tariffs and Goods & Services Taxes) which are set by the destination country. Hegen does not collect your duties and taxes during checkout.


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