Frequently Asked Questions

 

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T : (+65) 6842 5885
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cs@hegen.com

Why is my baby unable to suck milk from the teat?

When a baby is experiencing difficulties in drawing milk from the teat, this could be due to a blockage on either the teat hole or the anti-colic vent.

Blockages may occur if there are milk residues that have built up over time or if there is excess moisture left behind during the washing and/or sterilising process. In order to unblock the teat, use undiluted baby bottle detergent to massage the anti-colic vent with your fingers as well as the teat hole as this will assist in breaking down any milk residue.

You may refer to this video tutorial for a visual reference of our cleaning tips:
How To Clean Hegen's PCTO Bottle

Once done, ensure that the teat is thoroughly dried before usage by gently wiping it with a clean, sterile towel or tissue (especially if steam sterilisation has been applied).

Now you are ready to begin again!

Why can't I ship Electric Breast Pump internationally?

Unfortunately, we are unable to ship the Electric Breast Pump internationally due to cross-border restrictions on electrical goods and the warranty of the device only covering local purchases.

However, if you are still interested in our Electric Breast Pump, do write in to us at cs@hegen.com and we will link you up with a retailer closest to your location.

What can I do when the flange size does not suit me?

Depending on your nipple measurement, there are compatible inserts that you may purchase to reduce the nipple tunnel (if the flange is too big) and Hegen adapters that will allow you to use other brands of flanges (if the flange is too small) with the Hegen breast pump.

You may wish to refer to our Flange Guide here for more guidance on nipple measurements and flange fittings.

Should you require more assistance, kindly write to us at cs@hegen.com and our Customer Experience Specialist will be able to help you with this.

What is the appropriate teat size for my baby?

Depending on the age of your baby, we would recommend getting started based on the following teat flow guide:

Teat Flow Suitable for use
Extra Slow Flow (marked "0m+") From birth
Slow Flow (marked "1m+") From the first month
Medium Flow (marked "3m+") From the third month
Fast Flow (marked "6m+") From the sixth month
Thick Feed (marked "Y") For thick or semi-solid feeds during the sixth month weaning stage

However, if you observe your child taking too long to finish a feed or displaying signs of fussiness, these may be signs to either replace or progress to the next teat option. Feel free to check in with us and we would be more than glad to provide you with some recommendations that are appropriate for your child's age and stage of development.

How often do I change bottle & teats?

For safety and hygiene reasons, we recommend replacing your teats every 3 months and other accompanying parts such as the feeding bottles used for milk feeds every 6 months or at signs of wear and tear.

However, as our products are designed to grow with your child, you may convert your feeding bottles into snack or semi-solid cups to store purees and soup stock. Superb for the weaning phase and food prep, we say!

How often do I change pump parts?

Depending on the frequency and intensity of use, we highly encourage mummies to replace their pumps (i.e. Valves, eCap & eDiaphragm, grey silicone seal) every 2-3 months or as soon as wear and tear is observed.

This is to ensure that the expression of milk will not be affected by worn out/used parts during the pump cycles.

Note: Avoid applying repetitive heat treatment to the silicone parts as this may cause premature ageing from the prolonged exposure to heat (and UV rays if a UV steriliser is used). We would recommend taking them out and storing them in a clean container once sterilisation has been completed in order to maintain the condition of the pump parts well. #hegencaretips

How do I submit my warranty registration for my Electric Breast Pump?

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register". You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

Where can I buy your products?

You may find our products stocked on our e-store at www.hegen.com/shop where we offer free local delivery (for orders above $50) or offline at the following locations in Singapore: www.hegen.com/storelocator.

Happy shopping!

Where is your office located? Can I purchase products directly from your office?

Whether you are looking to purchase our products, meet our Customer Experience Specialists or participate in our Hegen Community activities, we welcome you to our office at:

438A Alexandra Road
Block A Alexandra Technopark
Unit #02-01 Singapore 119967

Note: Due to the current COVID-19 measures, visits to the office are strictly by appointment only and walk-ins are not allowed. Please feel free to reach out to us at cs@hegen.com if you require any assistance.

Updated on 19 June 2021

Whom can I contact if I have an issue?

At Hegen, we strongly believe that support is what makes the breastfeeding journey enjoyable and fulfilling for both mother and child.

If you believe you are experiencing an issue with our products, please reach out to us by dropping us a call at 6842 5885 or email us at cs@hegen.com. A Customer Experience Specialist will be in touch with you very shortly!

When is your next trade-in?

Thank you so much for your interest in our trade-in programme! Our trade-ins are usually event specials and we are in the midst of planning for the next one. Do keep a look out on our Hegen Facebook and Instagram page for the latest updates and details!

I need some assistance setting up my breast pump, do you conduct any workshops?

We conduct a by-invite-only workshop for all our Electric Breast Pump users every 6 weeks. The workshop is designed to equip our users with the necessary knowledge to kickstart their breastfeeding journey. We would encourage you to attend the workshop 4-6 weeks prior to your Estimated Due Date ("EDD").

In order to participate in this workshop, do ensure that a warranty registration has been completed on the Electric Breast Pump device. A Customer Experience Specialist will reach out to confirm your attendance at the workshop nearer your EDD.

Alternatively, you may also reach out to us at community@hegen.com to register your interest.

Can I sterilise the PPSU bottles?

The PPSU bottles can be sterilised as they are made of a high-performance PPSU material that is tough, durable and has a high-temperature resistance (up to 180°C).

All components should be completely taken apart to avoid different reactions of materials and to ensure a thorough sterilisation.

What method of sterilisation is suitable for the PPSU bottles?

The bottles can be sterilised either via the boiling, steaming, ultra-violet ("UV") or sterilising tablet method.

Note: If a sterilising device is used, do ensure that the steriliser does not exceed 180°C.

Does ultra-violet ("UV") sterilisation affect the quality of the products?

The UV sterilisation method does not affect the quality of the product, however it may subject the product to premature aging. This is especially if the product has been repetitively subjected to heat treatment.

As such, we would recommend replacing products made of silicone every 2-3 months and other plastic parts every 6 months or at signs of wear and tear.

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 by major debit or credit cards, ApplePay and GooglePay. Should you encounter any problems with payment during checkout, please reach out to us via the live chat or at cs@hegen.com.

How do I use my discount code?

To use your discount code, simply enter it at the bottom of the Shopping Cart page or on the Review & Payments page (final page before placing your order).

Can I amend or cancel my order after confirming it?

We sincerely apologise that confirmed orders cannot be amended or cancelled. You may contact the Hegen team via the live chat below or on our Contact Us page should you need to communicate any additional information regarding your order.

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. Please note that for local Singapore addresses, we are unable to deliver to Jurong Island, Army Camps, Changi Airport, Tuas, and Fishery Ports, as well as to post office boxes. Extra charges also apply for Sentosa Island addresses.

When will delivery take place?

For local Singapore orders: During office hours (0900 to 1800 hours). Kindly ensure that there is a recipient to receive your items during the stipulated hours.

Can I opt for self-collection?

In view of the COVID-19 measures, we are unable to offer self-collection at this point in time. We seek your kind understanding in this matter.

Do you ship internationally?

Yes we do. International orders take at least 10 working days to reach you depending on the destination specified.

Please note that 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 and cannot predict what your particular charges may be: and in the event, you incur these additional charges, they must be rendered in order for your package to clear custom. For more information regarding your country's customs policies, please contact your local customs office.

*We currently do not ship to Vietnam and China due to repeated customs issues faced by customers.

Can I arrange for a redelivery?

For local Singapore orders: You will incur an additional delivery charge if there is a failed delivery attempt.

Is tracking number available for my delivery?

Yes, you will receive a tracking number via email once the order has been processed and is ready to ship.

For local Singapore shipments, you can track your order via https://dp.urbanfox.asia/p/public/tracking

For overseas shipments, you can track your order via https://www.dhl.com/sg-en/home/tracking/tracking-express.html

Should you face any issues with the tracking of your order, please reach out to us via live chat or at cs@hegen.com.

I haven't received my parcel. Whom do I contact?

You may contact us via the live chat below or our Contact Us page.

I am interested to have my products exchanged, how may I do so?

Due to safety and hygiene reasons, we do not accept returns or exchanges unless the items purchased were defective.

Products which have been worn, used, damaged due to mishandling, sales/clearance items and customers change of minds are strictly not accepted.

How do I ensure I make the right purchase?

We totally understand it can be confusing knowing which product is right for you! Our Customer Experience team would be glad to assist you with your needs and provide some useful recommendations on what you may consider. Do drop us an email at cs@hegen.com or ping us in the chat box below!

What should I do if the product is faulty/damaged upon unboxing?

Oh dear! We are sorry to hear that - if you believe you have received a faulty or damaged product, do alert us as soon as you can. Our Customer Experience team would be able to assist you with conducting an exchange on the product and you will be well on your way! Do ensure that the product does not undergo any cleaning or sterilisation process so that we are able to understand what went wrong :)

How can I make payment?

We accept payments made through major debit or credit cards, ApplePay and GooglePay.

Are there any additional charges to take note of?

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.

How long is my warranty for the Electric Breast Pump and when does it start?

The warranty period for your Electric Breast Pump covers one year from the date of purchase or baby's Estimated Due Date, whichever is later.

How do I register for my warranty?

Welcome to the Hegen family! We are so glad you have chosen us to be a part of your breastfeeding journey. To allow us to continue assisting you with your breast pump, scan the QR code located at the back of the device.

Your product's serial number will either be displayed in a pop-up message or directly pre-filled within the warranty registration form (login to your your Hegen e-store account is required).

If you see a pop-up message with your serial number, you may wish to take a screenshot of it for ease of reference as you will be required to fill in the serial number during the registration process.

Simply fill up the warranty registration form, attach all required documents, and click "Register"! You will receive a confirmation email containing the details of your warranty within 7 working days.

Now you are all set!

What do I need when I register for my warranty?

In addition to the serial number of the Electric Breast Pump (retrievable by scanning the QR code at the back of the device), you will need to have your proof of purchase (receipt/invoice) and a notification letter or ultrasound scan containing your registered name and your baby's Estimated Due Date.

You will be required to attach a digital file for each of the above, so please ensure that you have it titled "[Your Name]_[Type of File]" for identification and verification purposes.

What if I need assistance with my Electric Breast Pump? Can I come down to your office?

In light of the current COVID-19 measures, visits to the office are strictly by appointment only and walk-ins are not allowed. Please feel free to reach out to us at cs@hegen.com or via the chat box below to schedule an appointment with our Customer Experience team.

How long does it take to drop in my pump and when can I get it back?

Our team will require 2 to 5 working days to assess and conduct a diagnosis on your products. Once the diagnosis is completed, our Customer Experience Specialist will be in contact with you regarding the details of the pump collection. Should you have any enquiries, do feel free to drop us a note at cs@hegen.com and we would be happy to assist you!

What does my warranty cover?

The Electric Breast Pump covers defects in the pump device's materials and manufacture.

However, the warranty does not cover damage caused by:

  • Misuse, abuse, negligence or accident howsoever caused;
  • Improper storage;
  • Unauthorised disassembly, repair, alteration or modification of the product or components;
  • Failure to comply with the operating instructions of the device or components supplied with the product;
  • Normal wear and tear;
  • Overflowing of liquid (water/ milk entry) into the Electric Breast Pump; and
  • Misplacement or theft of the Electric Breast Pump or parts

What do I do if my warranty is over?

Not to worry! Please reach out to us at cs@hegen.com and we will be happy to assist you with this.