Creating Clarity, Together: A Note from Our Customer Care Team

At 1 Natural Way, our mission has always been rooted in supporting families through one of life's most transformative journeys. But support isn't just about shipping a product-it's about providing peace of mind, clarity, and a sense of partnership every step of the way.

Over the past year, we've listened closely to your feedback. We noticed that some customers were left with questions-about billing, returns, and how insurance works behind the scenes. And while our team has always been committed to helping, we realized there was more we could do to make things feel clearer, calmer, and more in your control from the very beginning.

That's why we've completely refreshed our Frequently Asked Questions (FAQ) to reflect the real-world concerns and confusion we've heard from families like yours. Our new FAQ isn't just a list of policies-it's a transparent guide, written in plain language, to help you understand how things work and why.

Here's what you'll find in the new FAQ:

• Straightforward insurance guidance. We explain why some pumps may have a cost while others don't, what “in-network” means, and why your coverage may change depending on your plan.
• Clear expectations on returns and billing. We walk you through how medical device policies work, what happens if an insurance claim is denied, and how our team can help if something goes wrong.
• Step-by-step order support. From prescription timelines to shipping updates and warranty info, we've broken down every part of the process so you're never left wondering.
• Reassurance that you're not alone. Whether you're navigating a surprise bill or just need help picking the right pump, our team is here to help with care and compassion-not scripts or shortcuts.

We know insurance can feel overwhelming, especially during such a sensitive time. Our goal is to remove confusion, eliminate surprises, and stand beside you-not just as a provider, but as a true partner in your care.

If there's one thing we want you to take away from this update, it's this: you deserve to feel informed, supported, and heard. This FAQ update is one of many steps we're taking to make sure that happens-not just today, but every day moving forward.

You can explore our updated FAQ here, and as always, our Customer Care Team is just a call or email away.

We're here for you-every step of the way.

About the Author

Cindy Puppos is 1 Natural Way's Customer Service Manager, so she has a good idea of all the different and wonderful questions that moms have for her team. Thankfully, as the mother of two boys (who are now grown!) and a veteran of the company and breastfeeding, Cindy is always knowledgeable about breastfeeding, pumping and all the latest and greatest pumps!