Frequently Asked Questions
We did our best to think of (and answer) all the questions you might have about Willow®. But if you’ve got one that didn’t make the list, let us know so we can get our best people on it and get back to you.
What’s the difference between Willow 2.0 and the first generation Willow (Willow 1.0)?
Willow 2.0 is everything moms love about our first generation Pump – now with a new clear Flange and Quick-Snap Closure to get you pumping even faster. The clear Flange lets you easily see your nipple position so you can quickly and confidently put on Willow every time. Willow 2.0 also has a peek-through window so you can check your milk flow.
How are the Willow Pump 2.0 Milk Bags different than the 1.0 Milk Bags?
We updated the shape of the Milk Bag slightly with the Willow Pump 2.0 – but it’s still our same spill-proof Milk Bag, with our unique one-way valve. Both bags hold 4 oz.
How does Willow work?
Willow is unique because everything works inside the Pump and inside your bra—with no external tubes, cords, or dangling bottles to hold you back.
First, you align Willow with your breast, wait for the Pump to initiate latch, and then secure it inside your bra. Once latched, Willow senses let-down and automatically switches to expression phase based on your individual milk production. Your milk flows into the disposable, spill-proof Milk Bag tucked securely inside the Pump. And the best part is you can move freely while you pump and track your milk progress in real time on the Willow App.
When you’re done pumping, simply open Willow and remove the Milk Bag (which doesn’t leak, thanks to our innovative one-way valve). Then pour it right into a bottle or store it in the fridge or freezer for later.
What is the Willow Coaching Program?
We know that breastfeeding and pumping take some getting used to, and we don’t want you to go it alone. We offer 1:1 coaching if you need support. You can always ask our team of experts anything via text, call, or chat. Our goal is to answer your questions and make sure you’re off and pumping with Willow.
Why is Willow shaped like a breast?
We designed Willow so it fits into your bra and looks like you (not a machine).
What Flange sizes do you offer?
Willow comes with a set of 24 mm Flanges, and 27 mm Flanges are available for purchase. Unsure of your size? Our Sizing Guide can help.
Do I need a special bra to wear Willow?
We recommend wearing Willow with a full-coverage nursing bra that’s stretchy and has a flap. Avoid underwire and padded bras.
What does the Willow App do?
As Willow works inside your bra, the Willow App displays what is happening. See things such as milk volume, pumping time and past pumping sessions. Compatible with iOS (iPhone 5 or newer) and Android (check if your Android smartphone is compatible here).
Which smartphones does the Willow App support?
The Willow App is available for iOS (iPhone 5 or newer). Our Android App is compatible with these Android phones running Android OS Nougat 7.0 – 7.1.2 & Oreo 8.0 – 8.1, and Pie 9.0.
• Samsung: Galaxy S6, S6 Edge, S6 Edge+, Galaxy S7, S7 Edge, S7 Active, Galaxy S8, S8+, S8 Active, Galaxy S9, S9+
• Google: Pixel 1, Pixel 1 XL, Pixel 2
• LG: G5, G6, G6+, V20, V30
Can I use the new clear Flange for the Willow Pump 2.0 with the Willow Pump 1.0?
The Willow 2.0 clear Flange is only compatible with the Willow Pump 2.0. It is not compatible with the first generation of the Willow Pump (Willow 1.0).
How do I know which version of the Willow Pump I have – 1.0 or 2.0?
There are a few easy ways to tell which generation of Willow you’re using. If your Pump and Flange connect without buttons on the Flange, you have the Willow 2.0 Pump. If your Pump has a Flange with buttons on the side that connect your Pump and Flange, you have the Willow 1.0 Pump. You can also check your Pump serial number. If the 4th letter in your serial number is an A, B, or C, you have a Willow 1.0 Pump. Willow 2.0 Pumps have a D or higher as the 4th letter of the Pump serial number.
Can I use Willow 1.0 Milk Bags with a Willow 2.0 Pump?
Milk Bags for the Willow Pump 1.0 are recommended for use with the Willow Pump 1.0 only.
Can I breastfeed on one side and pump on the other?
Yes. The all-in-one design of Willow makes it so you can pump while you breastfeed your baby because there are no external cords, tubes, or dangling bottles to get in the way.
Can I move around while I pump?
Absolutely! Willow lets you move how you want to while you pump. Willow tucks into your bra so you can pump while you walk, multi-task, lean back, or relax. This makes everyday things like making breakfast or playing with your toddler totally doable. What you do while you pump is finally up to you.
Can I adjust the suction?
You sure can. Willow has seven different suction levels in expression phase; so you can easily adjust the suction to your own milk flow and pumping needs.
How many ounces of milk does each Milk Bag hold?
Each spill-proof, disposable Milk Bag holds up to 4 oz. of milk.
What if I produce more than four ounces on each side?
Willow automatically shuts off when your Milk Bag is full. If you pump more than four ounces in a single session, switch out the bags and continue pumping.
Can I reuse the Milk Bags?
Willow Milk Bags cannot be reused. Our disposable, spill-proof Milk Bags feature a one-way valve so milk goes in and doesn’t come out. Store them in the fridge or freezer, and cut them open when you’re ready to pour them into a bottle.
How long does it take to charge Willow?
Once you’ve plugged Willow in, it takes about two hours to fully charge. If you can’t charge Willow for the full two hours, a 20-minute charge will last for approximately one pumping session.
How many pumping sessions can I get before I have to recharge?
A fully charged Willow will work for approximately five pumping sessions (although it varies based on the amount of time you pump for each session). A quick charge of 20 minutes is good for approximately one pumping session when you’re in a pinch.
Where can I get the most updated Instructions for Use?
How can I access the Instructional Videos?
You can view some of our Instructional Videos here, or in the Willow App.
Insurance & FSA/HSA
Is Willow covered by Insurance?
Some Moms have told us that they have been able to obtain full or partial reimbursement for their Willow pump through insurance. Each insurance company has its own policy regarding reimbursement. Once you have your pump, the next step is to check with your plan administrator to see what you qualify for. We hear again and again that Moms don’t let insurance companies stop them from being hands free and getting time back in their day.
Can I use my FSA/HSA?
Yes you can. Simply pay for your pump, milk bags, and accessories using your FSA/HSA debit card at checkout, or pay with another credit card and submit your receipt to your plan administrator for reimbursement.
Can I pay on 2+ credit/debit cards?
Currently we accept one credit card per purchase. If you want to pay using your FSA/HSA and partially on credit card, you can pay with your credit card and submit your receipt for possible HSA/FSA reimbursement.
Do you offer payment plans or financing?
Yes! We partner with Affirm to offer payment plans for the Willow Pump for as low as $38 / month. Affirm offers an easy way to pay for your Willow Pump (plus any Milk Bags and accessories you buy with your pump) over time. A minimum purchase of $400 is required to use Affirm.
Purchasing & Financing
I pre-ordered the Willow Pump 2.0. When will I receive it?
If you pre-ordered Willow 2.0, look for emails from us with updates on your order status. You’ll receive an email notifying you when your Pump ships.
Are Willow 2.0 pre-orders eligible for the Affirm payment plan?
Willow 2.0 pre-orders are currently not eligible for Affirm. When we have Pumps in stock, you’ll be able to order and pay for them with the Affirm payment plan.
Are promotional codes valid on Willow 2.0 pre-orders?
Willow 2.0 is available for a limited time as a pre-order bundle for $499.99, which includes 48 bonus Milk Bags as our gift to you. Promotional codes are not valid on this special introductory offer.
Do you offer payment plans or financing?
Yes! We partner with Affirm to offer payment plans for the Willow Pump.
What is the Affirm payment plan?
Affirm offers an easy way to pay for your Willow Pump (plus any Milk Bags and accessories you buy with your pump) over time. A minimum purchase of $400 is required to use Affirm.
What is the interest rate on Affirm payments?
Interest rates vary between 10% and 30% APR. At times, we may offer 0% APR on selected plans. There are no hidden charges – no late fees, service fees, or prepayment fees.
How do I get approved to make payments on my Willow Pump through Affirm?
Follow the Affirm link on our website and enter a few pieces of information for a real-time decision. Checking your eligibility won’t affect your credit score. Affirm reviews the loan instantly and your shipment will begin processing immediately after you place your order.
How do I make Affirm payments?
Your payments will be made directly to Affirm – you can pay by debit card or ACH transfer, and can sign up for auto-payment at www.affirm.com/pay. Affirm will send you reminder emails when your payments are due.
What if I have more questions about Affirm?
If you have any additional questions, please visit the Affirm website, www.affirm.com/faqs.
Affirm payment subject to credit check and approval. Down payment may be required. Rates from 0-30% APR. Affirm is only available on orders over $400. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC.
Where can I purchase the Willow Pump?
The Willow Pump is currently only available for purchase on our website.
Can you ship Willow internationally?
Not at this time, but our goal is to get Willow into the hands of women around the world—so it’s something we hope to offer in the future.
Can I sell Willow in my store?
Thank you for your support. Please contact us at firstname.lastname@example.org so we can be in touch when we’re ready to expand.
Can I use the information on this site for medical advice?
We are here to help you pump successfully with Willow; however, we are no substitute for medical professionals. Any advice or information provided on the Website is for informational purposes only and does not create a professional relationship, is not an aid to making medical decisions, and is not marketed, promoted or otherwise intended to be used to diagnose any disease or other condition, or to cure, mitigate, treat, or prevent any disease. The Website is not a substitute for professional medical advice, diagnosis or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on the Website.