Frequently Asked Questions
ORDERS
How long will my order take to arrive?
Time frame for orders are separated in to two parts;
** Processing time: 1 - 2 business days
** Shipping time: 2 - 8 days standard postage, 1 - 3 days express postage.
Excludes weekends and public holidays
I entered the wrong address, what can I do?
Contact us immediately after your order is placed atcustomer-care@tyhanaus.com.au with your order number and correct address.
After an order been packed/sent for shipping we are unable to change the address. Any additional return charges and new delivery charges will be at the buyers expense.
How do I check the status of my order?
Once your order has been shipped we will send through tracking information to the email address nominated with your order.
If you didn't receive this email after 2 business days, please contact us and we will look into your order.
Where do you ship from?
All our orders are checked and shipped from our warehouse in Adelaide, South Australia
Do you offer refunds?
If for any reason you change your mind on a product, we offer a 30 days refund policy. Your item must be in its original, unused condition with all packaging.
To begin your return, please send us an email with your order number to customer-care@tyhanaus.com.au.
Refunds are subject to approval upon the item being received and inspected. Customer is responsible for shipping costs.
For more information please see our refund policy.
Processing a refund?
If a breast pump is faulty and the fault cannot be confirmed over email we do require it to be sent back to our Adelaide warehouse for testing.
If there is a fault we will replace the product. If there is no fault of the motor the customer is responsible for return shipping fees of the product.
S12 PRO+
How do I know what size I am?
Please refer to our sizing chart for information to find your correct flange and insert size. Sizing on a wearable pump can be different to traditional pumps.
**It is very important to measure before purchasing as having the right size will make a huge difference on comfort and milk output.
Can I pump and breast feed at the same time?
You most certainly can! There are no cords, tubes or bottles to get in the way - the all in one handsfree design allows you to breastfeed your baby comfortably and still pump handsfree and hassle free.
How do I clean and sterilise my pump?
Cleaning your washable components:
Rinse and wash by hand using warm soapy water (parts cannot be used in the dishwasher). It is important to be gentle when cleaning the valve and silicone diaphragm as if they are torn it can cause suction levels to drop.
To clean the valve, wash it gently between your fingers with soapy water. Do not insert any object as it may cause the valve to tear.
Make sure parts are completely dry before re-assembly.
Sterilising washable components:
Boil parts in water for a maximum of 5 minutes. Temperatures should not exceed 100°C
When parts are dry, store them in a clean environment till needed.
*Using a steamer, microwave steriliser to disinfect silicone parts may cause deformation due to high temperature. We do not recommend using ultraviolet products to sterilise silicone parts.
** Motor should never be submerged in water.
My pump is leaking...
Leak from outer edge of flange:
It is important to ensure that your flange 'snaps' closed all the way around before using. When parts are not completely dry before assembly it may cause the silicone edge to not snap in place, in turn, causing a leak.
Heat sterilizing, or placing parts in dishwashers and microwaves are not recommended and may cause your silicone to warp out of shape, which may also cause leakage when pumping.
Leaking from the flange hole:
This may mean that you are leaning back too much whilst pumping, causing the milk to fall back rather that into the collection cup. It may also be caused by damage to your valve. If there is a tear or the split has opened too much, this will allow for milk to travel back up rather than enter into the cup.
Leaking when taking pump out of bra:
To avoid the bottom of your collection cup getting caught on your bra it is recommended to tilt forward 45 degrees and slowly pull out the pump after your session. Try to give yourself as much space, by either unclipping an extender or clip to take out the pump.
Leaking while pouring:
When pouring your milk into your bottle or storage bags ensure that the nipple entrance is facing up and pour using the in-built pouring hole.
ELEVATE
Sizing
The Elevate comes with a 25mm shield and 17/21mm inserts.
There are currently no additional sizing parts available to purchase.
How do I clean and sterilise?
Cleaning
All washable components can be washed in warm water or placed on the top shelf of the dishwasher at wash temperatures of no more than 60 degrees.
Sterilising
Boil in hot water for no more than 5 minutes
Steam sterilising for no more than 30 seconds
