Sarah Wells Bags FAQs
Frequently Asked Questions
Have a question? We have the answer (or we will find it for you). Ask away!
YES, some are! We have authorization (HSA/FSA Merchant Category Code - 5047 Medical Supplies) to accept HSA and FSA debit cards directly on our website (YAYYYYYYY).
Please note that the majority of our products and partner products qualify under the IRS "Lactation Expenses as Medical Expenses" authorization (Announcement 2011-14) but not everything we sell qualifies. Specifically, you may be able to use your HSA/FSA for:
• Breast pump bags with cooler compartments
• Breastfeeding bras
• Breastmilk cooler bags and wet/dry bags that have cooler bag capabilities
• Ceres Chill breastmilk chillers (coolers)
• Spare breastmilk ice packs for cooler bags
The types of items that do not qualify are: stickers, non-breastfeeding clothing (beanies, crewnecks), etc. If the products do not "assist lactation" they do not qualify. In this case you'll need to check out with those items separately using a standard payment method.
Please know that while we are authorized to accept HSA/FSA cards for eligible products, the decision to approve or deny a transaction is up to the card issuers and HSA/FSA plan. Your plan and card can still decline your purchase through our site, even if you're buying an eligible product. (For instance, some plans might require you to only purchase through a pharmacy provider that they partner with.)
If your card gets declined, or it is accepted but you are asked for additional information to substantiate the purchase, please reach out to us at firstname.lastname@example.org. We may not be able to facilitate that payment method through, but we can provide you with an itemized receipt and other information that you can use to validate the purchase and/or request a reimbursement after purchase with a standard payment method.
Right now, our website platform is not able to accept 2 forms of payment, we are very sorry! If you are trying to purchase HSA/FSA eligible and non-eligible items together, you'll need to checkout twice to separate the items. If your combined total meets our free shipping threshold and you encounter a shipping charge because of this, just get in touch with your two order numbers (one paid on HSA/FSA and one standard payment method) and we'll gladly reimburse the shipping fee. Thank you!
This is probably our MOST frequently asked question! ;-) We love Norah too...she was such a hit when we launched her in Fall 2021 that she sold out in less than two weeks. We are excitedly in production right now on tons more Norah bags in the latte color + one additional color. Yay! Follow us on Instagram for any announcements, but we anticipate her return in April/May 2022.
ALL Sarah Wells breast pump bags fit portable breast pumps on the market, including the Spectra, Medela, Elvie, Willow, Cimilre, Ardo, Bellababy, My Baby Buddha and more!The Norah and Kelly breast pump backpacks will also fit the Medela Symphony hospital grade breast pump (sideways on Norah and standing up in Kelly).
All bags have one or two foil-lined insulated side pockets (exactly what you would find in a cooler bag or lunchbox), which is sandwiched between the two pieces of bag lining. Our testing shows that these insulated side pockets, with an ice pack or two, will keep bottles of refrigerated milk cold (or begin cooling recently pumped milk) for up to six hours (varied based on external temperatures).
However, if you would rather use an external cooler bag (we know some moms like to keep their breastmilk in a cooler in a fridge for long periods), our side pockets and/or main compartment will hold a wide range of coolers or thermal bags, including our very own Cold Gold breastmilk cooler bag.
We also encourage you to read the recommended guidelines for storing, cooling and freezing breastmilk here.
Sarah Wells bags are manufactured with durable materials such as nylon, vegan leather and 100% real leather (Abby only). There is no need to add protective products to the exterior of your bag. We have found the best way to remove spills from your bag (inside or outside) is to rub gently with a damp cloth (with a small amount of dish or hand soap). The Abby bag 100% real leather handles, accents and cross-body strap should be cleaned with any standard leather cleaner.
We do not recommend machine washing your Sarah Wells breast pump bag, as it could damage the structural integrity of the bag. (However, the Pumparoo wet/dry bag and Cold Gold breastmilk cooler bag CAN be machine washed gentle and air dried!)
The Cold Gold cooler has been tested to keep breast milk cold for up to 8 hours in an average climate with the use of the included Sarah Wells Ice Pack. Pumping mamas should place their Cold Gold coolers in a refrigerator if at all possible during the day.
We would always recommend that you use resources like KellyMom and the Center for Disease Control (CDC) for proper guidelines on breast milk storage.
We deeply believe that the pumping mom experience should be supported by our products, and not be a hassle!!! We offer a TRUE lifetime warranty on all of our pump bags, cooler bags and wet/dry bags purchased on our website here AND through Amazon (US & Australia), our international distributors (please contact them directly) and any retail partners (like DMEs and boutique stores).
This means, if there are any manufacturing defects or material failures, we will replace your bag with another bag of the same or similar value. Read our full warranty policy here. We have you covered! And, get in touch with our seriously fantastic customer service team if you need any support.
We're sorry to hear that the bag or accessory didn't work out for you! If there is anything at all we can do to make the experience better, please reach out to our lovely customer service team.
We do know that returns happen, and we're here to make that easy for you too. Simply follow this link and initiate your return, presuming it falls within our return policy.
We're sorry to hear the size or style did not work out for you! If you are within the "try on" period of 30 days from receipt of your bra, you can exchange or return your bra.
For hygienic reasons, any bras that are returned should be unworn (other than to try on) and unwashed, in new condition, and in their original packaging. Head to our Returns Center to make a FREE exchange (yay!) for a different style and/or size -- or to start your return.
Please note: Free Bra Exchanges are only applicable on orders shipped to US addresses. If you need an exchange on a bra for an international order please reach out to our team.
If you have any questions please reach out to our Customer Service Team for assistance
Sarah Wells stands behind all of our products. We are so confident they will hold up to #pumpinglife that we have an Exceptional Warranty on all of our bras. This warranty will cover 100% of the material and workmanship of your bra. Please note, this will not include normal wear and tear through standard use, such as:
2. Accidental tears
3. Accidental Stains
4. Damage caused by a washer or dryer or through other methods of cleaning your bra
This warranty on our bras is valid for up to 1-year from the date of receipt of the bra.
The Exceptional Warranty only extends to the original purchaser of the Sarah Wells bra when purchased from Sarah Wells Bags directly or one of our authorized retail partners. Due to limited supplies, we cannot grant replacements on items that are out of stock. In this case, we will replace your bra with another style or credit the amount you spent towards a gift card.
Ordering & Shipping
Yes! We are a global brand and ship our bags worldwide!
CANADA: you can checkout directly from our website here with FREE shipping & a $15.00 USD upfront charge (flat rate) for Canadian duties (we prepay these for you).
We are also a Verified Seller on eBay, which ships to most international destinations at a lesser cost than buying shipping through us directly. You can view our items for sale here! International shipping costs can range from $20-$80 USD depending on your international location. (Note that any international duties are also your responsibility.)
AUSTRALIA: we are on Amazon Australia! Please check there first and if you don't find what you are looking for, reach out to us.
SINGAPORE: we are proudly partnered with Mama Warehouse to serve our Singapore customers. Please check their stock first, and if you don't see what you are looking for, reach out to us.
BRUNEI & MALAYSIA: we are proud partners with BNPieces to serve our Brunei & Malaysia customers! Please check their stock first, and if you don't see what you are looking for, reach out to us.
We love a deal too! Throughout the year, we run a variety of sales and promotions. Join us on our social media channels for the latest and greatest. In the meantime, healthcare workers, police/fire/EMT, teachers and military pumpers can access an everyday discount found on this page of our website. (Thank you for your service!)
We totally get it! Sometimes you find an order mistake or have a change of heart. We typically can cancel orders within an hour of the order being placed; please reach out to our epic customer service team ASAP if you have a problem and we'll see what we can do!
Our favorite thing in the world is talking to the pumping community! You can reach us easy peasy right here on email or text us at (571) 946-9507.