Frequently asked questions, answered.

Where to buy:

  • Willow Go and accessories are available for purchase on our website and on Amazon. Willow's warranty applies to purchases made on Amazon.

Using Willow Go:

  • The air vent/pouring spout is located at the very top of the assembled pump. So you can walk around, play with your baby, eat dinner, almost anything. Activities that involve leaning very far forward may cause a splash, especially if you have greater than 4 ounces in your container.

    Pro Tip: If you experience splashing with the 5 ounce container due to activity or milk volume, try the 7 ounce, it is less likely to splash with activity.

  • Willow Go will start each pumping session in stimulation mode. Stimulation is a fast paced suction pattern that stimulates the nipple to bring on milk flow or let down. There are six different levels of rapid stimulation. Stimulation always begins at the lowest level, level 1.

    After two minutes of pumping, Willow Go will transition to expression mode. Expression is a slower and stronger suction pattern. Often best for expressing milk from the breast once milk has begun to flow. Willow Go offers nine levels of expression.

  • With Willow Go, there are six different levels of rapid stimulation. Expression is a slower and stronger suction pattern. Often best for expressing milk from the breast once milk has begun to flow. Willow Go offers nine levels of expression.

    The pump will start in stimulation mode and automatically switch to expression mode after two minutes of pumping. Press the mode button at any time to change manually. If you prefer the fast paced suction - feel free to remain in stimulation for the entire session or switch back to it anytime, play around with all 6 stimulation suction levels to see which is best for you.

    If your body reacts better to the slower paced suction, you’ll want to spend most of your session in expression mode. As mentioned, there are 9 levels of suction to choose from in expression, again, play and see what removes the most milk. There is no right or wrong way to use these modes.

Sizing:

  • We strongly recommend measuring yourself to determine your Willow size, as our sizing may be different than other pumps you’ve used. Use our sizing guide or check out our exhaustive guide on how to measure your flange size, which includes pro tips from Willow’s lactation consultants.

  • Comfort is key when breastfeeding and pumping. Here are some general tips that have helped other Willow Go™ Moms.

    Sizing: We can’t emphasize this enough. When you’re using the right flange size you’ll feel more comfortable and get more milk. We suggest using a flange that’s slightly larger than your nipple measurement. Take your measurement before pumping or breastfeeding or at least one hour afterwards. If you measure 17 mm or less, consider adding a sizing insert to a 24mm Flange. Also, remember to size periodically throughout your breastfeeding journey; nipples change over time. Use this printable sizing tool to double check your size.

    Wear the right bra. Your bra should keep Willow Go snug and secure, pressed uniformly against your breast. The pump should be supported at the top and bottom by a full coverage bra; Willow Go should be mostly covered by the bra. If Willow Go feels like it can move in your bra, you should tighten your bra straps or try a different bra.

    At the end of your session, look for a concentric circle suction mark around your areola from the pump. Your nipple should be directly in the center of the circle. Off-center nipple alignment may irritate your nipple tissue.

    Consider adding a little nipple balm, coconut oil or lanolin to your nipple before pumping for added comfort.

Using the app:

  • The Willow Go™ App is available for iOS 14 and higher, and Android OS 10 and higher (must support Bluetooth 5.1). The Willow Go™ App is not available for iOS or Android tablets.

    Keep in mind, due to the significant number of different Android device models, Willow® cannot guarantee optimal performance of our pumps across all devices.

  • Quick Fixes to connect your pump - Try one at a time until the pump connects.

    Bring your pump near your smart device - within 20 feet (6 meters).

    Force close the Willow Go™ App and relaunch.

    Toggle your smart device bluetooth off for a few seconds (from the settings app - not the control panel), and then back on.

    Reset your pump by pressing and holding the power button for 6 seconds.

    Power off your smart device and turn it back on. Open the Willow Go App.

    To connect your pump, check that

    Your smart device’s Bluetooth is on. Also check the following settings.

    For iOS only, Bluetooth permission is on for the Willow Go App.

    For Android only, Location Services is on for the Willow Go App.

    Your pump has sufficient charge (battery indicator light is green or orange)

    Have you paired your pump to another smart device? If so, turn off Bluetooth on additional devices that the pump has been paired to. If you have a new smart device, go here for steps on pairing to a new device.

  • Follow the instructions below for your phone model:

    iPhone

    1. Click here to visit the Apple Support User Guide.

    2. Select the iOS version from the drop down menu and follow the directions to quit and reopen an app on iPhone.

    3. Reopen the Willow App from the Home screen.

    Android

    1. Open the Settings App on the Android device.

    2. Scroll the list and tap Apps > Applications or Manage Apps.

    3. (Optional) On certain devices like Samsung, tap Application Manager.

    4. Scroll the list to find the Willow App to force quit.

    5. Tap "Force Stop".

    6. Reopen the Willow App.

  • We use the app as a diagnostic tool and we periodically send device firmware updates to improve the functionality and features of your device; please make sure you have the app downloaded and up to date with your pumps paired so we can be the most accurate with the next steps.

Getting started:

  • When alignment is off, performance suffers. As a new user, we suggest practicing your alignment in a mirror several times before your first session.

    Simply center the flange or container (without the pump attached) over your nipple, so there’s no skin touching the top, bottom, or sides of the flange or container tunnel. When you place the flange inside the pump for your first session, you’ll have a better idea of alignment, which will improve as you gain experience. Most moms master alignment after a few sessions.

  • Just three simple steps and you’ll be up and pumping with Willow Go™!

    1. We recommend checking your flange size to assure the proper fit. Use the sizing guide included in the box to measure your nipple and find your flange size - proper fit leads to greater comfort and milk output. You’ll find a 21mm and 24mm flange included in your kit. 27mm flanges and 15, 17 and 19mm sizing inserts can be purchased at onewillowcanada.com/willow-store/accessories.

    2. Before the very first use, clean the 5 washable parts (milk-contacting parts and diaphragm) and then boil for 5 minutes, allow to air dry.

    3. Plug in your pumps until the indicator light turns on. The pumps will arrive partially charged, but you’ll need to wake them up from sleeping mode. Plug the USB charging cable into the pump and then into a USB charger with these specifications and outlet. Once the pump lights up, you should have sufficient charge for your first session. The pumps can be charged in any USB outlet. Charging with USB on the computer will be slower than plugging into an adapter on the wall.

  • Before the very first use, clean the 5 washable parts (milk-contacting parts and diaphragm) with hot soapy water then boil for 5 minutes, and allow to air dry. The pot should have sufficient room so the parts can move freely. While the parts are boiling, continuously stir with tongs to prevent parts from melting.

    After every use, all five parts below should be washed by hand with hot soapy water. This will help to remove milk fat from the parts. Please be sure to clean the crevices within the duckbill and diaphragm thoroughly. You can also wash the five parts in the dishwasher, top rack only.

    Allow your parts to air dry, you can speed the process by removing the majority of the water with a clean towel after boiling.

Warranty and Returns:

  • Yes! Willow Go is covered under a 12 month warranty from the purchase date, and pump accessories — all replaceable pump parts including but not limited to flanges, containers, diaphragms, duckbills, chargers and sizing inserts — are covered under a 90 day warranty.

    Since breast pumps are single-user devices, use by more than one person, including purchasing second hand, will invalidate the warranty. Please keep your original proof of purchase from as authorized retailer as it is required to exercise your warranty.

  • We'd be happy to set up a return with the following conditions: 

    • All items must be unopened and unused in their original sealed packaging [Please provide a video that shows this] 

    • We will provide the return authorization slip, however, you will need to ship at your cost. 

    Once we receive confirmation you’d like to proceed with this, we’ll get you set up with the return authorization slip.  

    Once a return has been authorized, a refund will be issued as soon as the product has been received and processed at our warehouse.