If your Oestra® pump isn’t dispensing the way you expect, you’re not alone. Whether your bottle is brand new or has recently stopped working, these airless pumps can lose their vacuum seal and have trouble pumping for several reasons. The steps below usually get things moving again.
Our pharmacy requires confirmation that these steps were attempted before a replacement can be authorized. If they don’t resolve the issue, you can send us the documentation listed under “Next Steps & Documentation” so we can submit a replacement request.
Troubleshooting Steps
Flip, tap, and prime. Turn the bottle upside down and tap it firmly against a padded surface, such as a folded towel, several times. Turn it upright and pump slowly and firmly, using both thumbs.
Paperclip reset. If the pump feels stuck or only pumps air:
Unscrew the glass and remove the inner bottle.
Insert a straightened paperclip into either of the tiny holes on the bottom of the inner bottle.
Press upward gently to move the internal base plate toward the pump.
Try pumping again.
What to Expect
Once primed, the pump should dispense more smoothly over time. Small day-to-day differences in the amount dispensed are normal. Consistent daily use matters most, and these slight differences average out over time.
If a pump looks small: It’s fine to do an extra partial pump.
If it pumps only air: Recheck the silicone seal and repeat both “Flip, tap, and prime” and the paperclip reset.
Visual aid: Watch the video below to see what one full pump looks like.
Next Steps & Documentation
If the pump still isn’t dispensing, or works for a while and then acts up again, contact the Client Experience Team through chat and include:
Confirmation that you tried the steps above and they didn’t help.
A photo of the lot number, found on the Rx label or on the bottom of the bottle.
A photo of the cream. First peel the Rx label down slightly to expose the seam. Then unscrew the top, where the silver and white parts meet, by turning it counterclockwise.
A consistency check. Let us know whether the cream has the rich, smooth, lotion-like texture it should have.
Please send this information in the chat and once we have this information, we can start your replacement request with the pharmacy.
We’re here for you and want to make sure you have what you need. 💛