FAQs

Contact Us


Email:


Text: 0474 124 828

Customer support hours are Monday - Friday, 8am - 6pm AEST

  

General 

 

What is your returns policy?
Every woman is different. We have a 30-day risk-free trial period. If you are having trouble with the cushion for any reason, please contact us at support@milkdroppumps.com. We would like to understand more and may have some tips that will help, but we will also arrange a return and refund, hassle-free. Please return the cushion washed and the packaging intact.

What is your order cancellation policy?
If you’ve ordered and paid for the cushion but have changed your mind, please contact us at support@milkdroppumps.com to arrange a refund.


How is Milkdrop contributing to sustainable and ethical practices?

The Milkdrop cushion is designed to last the entire breast pumping journey, rather than for single-use throwaway product. It is made from 100% silicone and free from BPA, plastic, sulfate, palm oil, additives or lubricants. We manufacture locally. We use biodegradable mailer bags, and recycled and recyclable packaging. We have set up a circular product lifecycle, where we collect your used cushions for recycling into new products. We always want to improve. Please contact us at hello@milkdroppumps.com if you have any suggestions or opportunities for us to improve.


Who can I contact for customer service concerns?
Please don’t hesitate to contact our support team at support@milkdroppumps.com or text us at 0474 124 828. We’d be grateful to hear from you to see how we can help.

 

Safety 

 

What are the cushions made from?
The cushion is 100% medical-grade silicone. It is BPA and plastic-free. The silicone cushion is made with no lubricants or additives and is strictly tested for safety for you and for your baby.


Where is the cushion made?
The cushion is Australian designed and owned, and is manufactured in a medical-grade facility in Melbourne.

Can I use it if the skin on my nipples is damaged or raw?
Yes. The cushion is designed to be gentle on your skin, even with cracked nipples. It is made from 100% medical-grade silicone, is BPA and plastic-free and no lubricants or additives are used in manufacture.

As a Class I medical device registered with the TGA, we have a strict quality control and testing program. The cushion is made in Melbourne and complies with international medical-device manufacturing standards. We have routine toxicology testing on our packaging too.

Can I feed my baby milk that has contacted the cushion?
Yes. In addition to the quality control standards mentioned above, the silicone is also tested to the FDA food safe standard and is appropriate for your baby to drink, even if milk comes into contact with the cushion.

 

Using the cushion

 

How do I attach and remove it?
See this instruction video. Stretch the cushion onto your Medela, Spectra, Philips Avent breast pump flange, hooking the lip of the cushion over the edge of the flange. Make sure it is nice and snug all the way around. You may need to remove existing inserts out of the head beforehand. Before you remove, make sure any milk that has collected in the ridges is tipped back into the bottle. Then, just peel the cushion back off the rim. 

How do I keep it clean?
Wash before use in warm soapy water, rinse in drinking-quality water and air dry on a clean unused towel. You can also pop it in the dishwasher, sanitise in steam or boiling water. You can follow more detailed instructions from the FDA website on how to clean breast pumps. If you are using the cushion in a clinical setting, you can sterilise as part of your hospital or clinical systems. See here for more details.

How long can I use it?
The cushion is designed to last as long as you are using your pump (per baby).

How do I store it?
Keep it in a cool, dry location, away from sunlight. We’ve included a food-grade stainless steel tin and silicone lid for you to store it between pumps and washing.

How should I dispose of the cushion when I’m done?
The cushion is designed to last as long as you are using your pump (per baby). When you are ready to finally put the pump in cupboard (yay!), your options for disposing the cushion are:
  • Return it to us so that we can recycle it. Medical-grade silicone isn’t recyclable in your typical council recycling plant, but we can recycle them once we have enough together. If you’d like to do this, please contact us at support@milkdroppumps.com, and we’ll arrange to collect it.
  • Gift to a friend. Probably a close friend!
  • Throw it out. Medical-grade silicone is very stable and won’t leach chemicals or break down and cause environmental issues like plastic. However, landfill is never ideal.

 

Troubleshooting

 

I’m having trouble attaching the cushion. What should I do?
First, check your pump type is compatible with Milkdrop - Medela, Spectra, Philips Avent and Elvie. Second, remove any existing inserts out of the pump head beforehand. This is usually only an issue with Philips Avent. Third, stretch the cushion onto your pump by holding the pump firmly in one hand, hooking the cushion over the head, and working your way around. You can stretch the cushion quite far without damaging it. Check out this instruction video. If you’re using an Elvie, the cushion doesn’t fit around the whole pump head, simply place it inside the pump head lining it up with the nipple hole, and place the whole thing on your breast. If you’re still having trouble, please contact us at support@milkdroppumps.com.

What if my nipple doesn’t fit into the hole?
Every woman is different. You may notice that the hole in the cushion is far smaller than most pump heads. This is to protect your areola from being sucked into the pump shaft. The cushion should feel snug against your nipple, and might even press against the sides slightly, which is ok (as long as it’s not painful). If your nipple doesn’t fit at all, or if you’re having pain, please contact us as soon as you can at support@milkdroppumps.com. We may be able to help, and if not, we will arrange a refund through our 30-day risk-free trial policy. We will have a cushion which has a wider nipple hole available in June.

What if I don’t feel anything when I turn the pump on?
Because the cushion acts as a shield against the suck of the pump, you won’t feel the tugging and pulling you normally feel from the pump quite so intensely. Give yourself some time and try to relax. You may be surprised how much milk you do collect. If you’re still struggling to get a letdown at all, or finding that you’re collecting far less milk, then read through the next question, and contact us at support@milkdroppumps.com. We may be able to help, and if not, we will arrange a refund through our 30-day risk-free trial policy. We will have a cushion which has far less bulk and a wider nipple hole available in June.

I’m having trouble getting a letdown. Am I doing this right?
Every woman is different. If you’re having trouble with letdown, here are some things to try:

  • Check that the cushion is fitted on the funnel nice and snugly, with no gaps.
  • Try increasing the suction two or three notches - don’t do this if it hurts.
  • Take a deep breath and try to relax. Some women tell us that they don’t feel like they’re collecting milk at all, because there isn’t the harsh tugging sensation, only to find after a few minutes to their surprise that there’s plenty of milk in the bottle. You don’t need to be in discomfort to collect milk.
  • Take the cushion off just to get letdown, and then place it back for the rest of the pumping session.
  • If you’re double pumping using a bra, try pumping just on one breast, and massage your breast while you pump.
    If these aren’t working for you, please don’t hesitate to contact us at support@milkdroppumps.com. We may be able to help, and if not, we will arrange a refund through our 30-day risk-free trial policy. We will have a cushion which has far less bulk and a wider nipple hole available in June.

    Milk is getting sucked back into the cushion itself. Is this ok?
    Yes. You may see some milk pooling in behind the cushion. This is ok, and part of the design. When you are finished, just tip the pump head slightly to drain the milk from the cushion before you peel it off. The cushion is made from 100% medical-grade silicone, is BPA and plastic-free and no lubricants or additives are used in manufacture, so any milk that comes in contact with the cushion is appropriate for your baby to drink. 

     

    Orders, shipping and payment

     

    Can I change shipping address, and what if I’ve entered the wrong one?
    Of course, please contact us as soon as possible at support@milkdroppumps.com so that we can change your address before we ship.

    I didn’t receive an order confirmation - how can I check if my order was placed successfully?
    Please contact us at support@milkdroppumps.com to check if your order was placed and its status.
     
    How can I track, update or cancel my order?
    You should receive notifications by email when your order has been packed, is on route, and has been delivered. Please contact us at support@milkdroppumps.com if you haven’t received any notifications on your order, or if you’d like to update or cancel.
     
    The Checkout Won’t Process My Order. Help Me!
    Oh no! Please contact us at support@milkdroppumps.com
     
    What payment methods do you accept?
    We accept Visa, Mastercard, Amex and Paypal.
      
    What’s in each box?
    Each box contains:

    • 1 x milkdrop cushion
    • stainless steel and silicone lid food-grade storage container
    • reusable box
    • instructions

      Partnerships

       

      Do you do brand collaborations and can we work together?
      Of course! We are always eager to meet people with high quality products and brands who share our values for collaborations. Contact our team at hello@milkdroppumps.com. We’d love to hear from you!

      Who Can I Contact For Wholesale Opportunities?
      Contact us at hello@milkdroppumps.com

       

      For Clinicians

       

      What are the intended benefits of the cushion?
      Preliminary observations from our pilot indicate that lactating women perceive lower levels of pain, redness and swelling in the nipple, and higher levels of comfort when using the cushion on their existing pump. Most women perceive that they collect the same or more milk when using the cushion on their existing pump. However, 25% of women see a reduction in volume collected. We are developing a cushion specifically for these women, which will be available in June. We will release a detailed report on our pilot outcomes shortly, noting that the pilot observations have not yet been validated with a broader trial.

      Are you available outside Australia? 
      We have not yet registered with medical device regulators outside Australia, but plan to soon.
       
      What do you mean by ‘soft’?
      The cushion is 3-4x softer than existing breast pump cushions and over 10x softer than existing breast pump heads. The Milkdrop cushion measures 10A on the Shore Hardness scale measured with a durometer. Most breast pump heads inserts or cushions measure between 35 and 45A, and most breast pump funnels measure over 100A.

      Can I have a sample for my clinic or practice?
      We provide reusable, sterilisable cushions for use within your clinic or practice, and discount codes for patients ordering on your recommendation. Please contact us at hello@milkdroppumps.com. We’d love to hear from you.

      Do you provide education or demonstrations?
      Of course! If you would like us to provide a demonstration or education session, please contact us at hello@milkdroppumps.com. In the meantime, please see our instructions here.

      Where can I find more information about the product?
      For general information, see instructions and FAQs
      For help with existing cushions, see troubleshooting FAQs.
      For updates, see our instagram @milkdrop_pumps
      For any other questions, please contact us at hello@milkdroppumps.com. We’d love to hear from you.
       

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