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FAQ

How it works

FAQ

General

I’d love some Nestlé product samples or coupons, how can I get them?

It’s easy! Just register for Nestlé Start Well Stay Well and you’ll receive product samples, coupons and more to support your pregnancy—right through to toddlerhood. It’s why the best time to join is when you’re still expecting. Plus, keep an eye out for coupon and discount offers in-store.

I’m looking for products with Halal or Kosher certification, does Nestlé have any?

Be sure to check the package for specific Halal or Kosher symbols. Here are some of the products you’ll find:

Kosher

  • GERBER Organic Rice cereal

  • GERBER Organic Oatmeal cereal

  • GERBER Arrowroot Cookies

  • GERBER Puffs

  • GERBER Wobbly Wheels

  • GERBER Lil’Crunchies

  • GERBER Lil’Beanies

  • GOOD START 1 Alsoy with DHA

  • GOOD START 2 Alsoy with DHA

Halal

  • GOOD START 1 Alsoy with DHA

  • GOOD START 2 Alsoy with DHA

  • GOOD START 3 Toddler Transition

How about organic products, are they offered by Nestlé?

Yep! Choose from a variety of organic products, like the ones below:   

  • GERBER Organic Rice baby cereal

  • GERBER Organic Oatmeal baby cereal

  • GERBER Organic Purées

Non-GMO products are high on my list, are they available from Nestlé?

Nestlé offers a variety of non-GMO products— like these:

  • GOOD START 1 DHA & ARA with Dietary Fibre

  • GOOD START 2 DHA & ARA with Dietary Fibre

  • GOOD START 1 Alsoy with DHA

  • GOOD START 2 Alsoy with DHA

  • GOOD START 1

  • GOOD START 2

  • GERBER Organic Rice baby cereal*

  • GERBER Organic Oatmeal baby cereal*

  • GERBER Organic Purees*

  • GERBER Puffs

  • GERBER Lil’Beanies

*The use of genetic modification is not permitted in organic foods.

Materna

What can I do if I am having difficulty swallowing my NESTLÉ® MATERNA® tablets?

Hopefully one of the following will help you—you can try to:

  • Take your tablet with food.

  • Include your tablet in your bedtime routine.

  • Break it in half and consider taking at two different times in the same day (Make sure to have clean, dry hands and keep the remaining half of the pill out of reach of children).

  • Crush it and mix the powder into a drink.

Note: To help make things even easier on you, you can pick up a pill splitter or pill crusher at your local pharmacy. If you only need to cut your tablet, just make sure you do so along the bisecting line in the middle. Do your best to cut the tablet evenly, as sharp edges may be difficult to swallow.

I’m vegan, is MATERNA?

Materna contains animal derivatives. Please reach out to Nestlé Canada Consumer Care if you feel you require further clarification.

When should I start taking a prenatal multivitamin?

A woman should start taking a prenatal multivitamin containing folic acid at least 10 - 12 weeks prior to conception - when she is trying to conceive or planning a pregnancy.

How long should I take a prenatal multivitamin?

Experts recommend for a woman to continue taking a daily multivitamin containing 0.4 - 1.0 mg folic acid for 4 - 6 weeks postpartum or for as long as breastfeeding continues1.

1 Society of Obstetricians and Gynaecologists of Canada. J Obstet Gyneacol Can. 2015; 37(6):534-549.

What time of day should I take a prenatal multivitamin?

You can take a prenatal multivitamin at any time of day. But it’s ideal to take your multivitamin together with a meal because it not only helps the tablet to disintegrate, it also makes it easier for your body to absorb the vitamin’s nutrients. Taking a prenatal multivitamin at mealtime helps minimize the potential for stomach upset, as well (especially if you are sensitive to iron). You’ll also find it easier to incorporate your prenatal multivitamin into your daily routine if you take it at the same time every day.

What is folic acid?

Folic acid is a B vitamin essential for the healthy development of the fetus, brain, and skull during the early weeks of pregnancy.

What is the difference between folic acid and folate?

Folate and folic acid are B vitamins. Sometimes the terms are used interchangeably but there is the difference. Folate is the form which is naturally found in foods, and folic acid is the synthetic version used to fortify foods and is what’s used in prenatal multivitamins. Folic acid is a more active form of this essential nutrient, compared to its natural counterpart, folate.

Why should I take folic acid before I get pregnant?

Spina bifida and other neural tube defects (NTDs) occur between the third and fourth week of fetal development, a time when most women don't even know that they are pregnant. Because up to 50% of all pregnancies are unplanned, all women of childbearing age should take a multivitamin containing folic acid every day in order to help prevent NTDs. Be sure to take a multivitamin that also contains vitamin B12. Folic acid helps reduce the risk of birth defects by more than 70% if taken before pregnancy.

What is the recommended level of folic acid for pregnancy?

The recommended daily allowance (RDA) of folic acid during pregnancy is 0.6 mg. However, most prenatal multivitamins/mineral supplements will provide up to 1 mg of folic acid.

Health Canada recommends that all women who are pregnant or breastfeeding take a daily multivitamin containing 0.4 mg of folic acid1.

The Society of Obstetricians and Gynaecologists of Canada recommends that women, with no personal health risks for neural tube defects, take a multivitamin with 0.4 mg to 1.0 mg of folic acid throughout pregnancy2.

Health Canada. Prenatal Nutrition Guidelines for Health Professionals. 2009.https://www.canada.ca/en/health-canada/services/food-nutrition/reports-publications/nutrition-healthy-eating/prenatal-nutrition-guidelines-health-professionals-background-canada-food-guide-2009.html  Page visited: August 28, 2017.
2 Society of Obstetricians and Gynecologists of Canada. J Obstet Gyneacol Can. 2015; 37(6):534-549.

Where can I get folic acid?

Folate (folic acid) can be found naturally in foods such as green leafy vegetables, red kidney beans, chicken liver and corn. However, most women find it difficult to get the recommended level of folate from food alone. For example, you would have to consume 2 cups of spinach each day to get enough folate to meet the daily requirements. Taking a prenatal multivitamin such as NESTLÉ MATERNA, which has 1 mg of folic acid, provides assurance that you are getting the daily requirement.

What are neural tube defects (NTDs), spina bifida and anencephaly?

Neural tube defects are birth defects that affect the brain (anencephaly) and/or spinal cord (spina bifida). NTDs occur when the tissues that form the brain and spinal cord fail to develop properly. These defects occur in the first 4 weeks of fetal development - usually before a woman even knows she's pregnant.

What should I do when the product expires?

Don't throw out your expired or unused natural health products. For more information on how to safely dispose of these products, please visit www.healthsteward.ca.

If you didn’t find what you were looking for, we’re here for you. Ask us.

Good Start

How do I introduce formula?

It’s a question asked by many parents and, as a result, the answer can vary. Fortunately, you can quickly look below to see how you should get started based on your personal formula-feeding choices.

If you decide to introduce formula, it doesn’t have to mean an end to breastfeeding. Eight out of ten moms supplement breastfeeding with formula1. Supplementing also allows feeding responsibilities to be shared with a partner or caregiver.

Whichever your preferred approach, speak with your healthcare professional before making changes to your baby’s feeding routine.

So, should I follow a schedule?

Here are some tips to consider when introducing formula:

  • At first, substitute one mid-day breastfeeding with a bottle-feeding.

  • Relieve your breasts between feedings by expressing small amounts of milk (only if necessary).

  • Talk soothingly, give extra loving attention and wherever possible, try to stick to your general routine (location, chair, etc).

Why a gradual transition?

  • Your baby may notice a change in taste.

  • Abrupt changes in feeding may be tough on your baby’s tummy.

Keep the following factors in mind:

  • Every baby’s unique.

  • Your baby may notice a change in taste when transitioning from breast milk to formula.

  • Changes in taste may be more noticeable if you’re introducing a formula with added DHA and ARA.

Important Note: Always consult your doctor before making any feeding changes.

1 Nestlé 2016 research. Data on file.

How do I prepare formula?

Different types of formula mean there are different preparation steps.

Carefully read the directions for preparation and use on the label so you can follow them accurately (your baby’s health depends on it, after all)*. Even before that, ask your baby’s doctor about infant formula, including how much to feed.

First and foremost, always sterilize your bottles, nipples, rings and all preparation utensils by placing them in a pot with boiling water, boiling for 5 minutes, cleaning the area where you’ll be prepping things and washing your hands.

Once prepared, formula needs to be consumed within 1 hour of preparation. Throw out any unfinished formula if not consumed within this hour.

Ready-to-feed instructions

  • Do not mix with additional water.

  • Wipe the top of the carton with a clean cloth and shake well before opening.

  • Pour ready-to-feed formula directly into a sterilized bottle.

  • Put the bottle in hot water until it is lukewarm (usually 1-2 minutes). Gently shake bottle to distribute the heat evenly**.

Did you know? You have a built in thermometer to check that your water or formula is lukewarm—your wrist! Just place a drop on the inside of your wrist. If you don’t feel a difference in temperature, you’re good to go.

Concentrated liquid instructions

  • Bring water to a rolling boil for at least 2 minutes and let it cool to room or body temperature (37°C) before using2.

  • Wipe the top of the carton with a clean cloth and shake well before opening.

  • Pour equal amounts of measured-out formula and sterilized water into a sterilized bottle. Do not over-dilute or under-dilute unless directed by a healthcare professional.

  • Cap bottle and shake well.

  • Put the bottle in hot water until it is lukewarm (usually 1-2 minutes)**.

  • Immediately cover and store the opened carton with the remaining concentrate formula in the refrigerator and use it within 24 hours.

Powder instructions

  • Bring water to a rolling boil for at least 2 minutes and let it cool to room or body temperature (37°C) before using2.

  • Pour measured, sterilized water into bottle. (Always put the water in your bottle first—it’ll help the powder dissolve better as you add it, rather than trying to add water to a bottle that you’ve already put powder in. For best mixing results, use lukewarm water prior to adding powder.)

  • Add the appropriate number of scoops and powder, as shown on the label. Do not over-dilute or under-dilute unless directed by a healthcare professional.

  • Cap bottle and shake immediately until powder is completely dissolved.

  • Put the bottle in hot water until it is lukewarm (usually 1-2 minutes)**.

 

*Your baby’s health depends on carefully following the label directions for preparation and use.

**Do not use a microwave oven to warm formula, as it can produce hot spots in the bottle that can burn your baby.

2 Health Canada. Recommendations for the preparation and handling of powdered infant formula (PIF). 2010. http://www.hc-sc.gc.ca/fn-an/nutrition/infant-nourisson/pif-ppn-recommandations-eng.php Accessed: May 29th, 2017.

How do I store formula?

Excellent question. Storage is very important and differs based on the type of formula.

Storing opened formula

Ready-to-feed or Concentrate: Cover and store it up to 24 hours in the refrigerator.

Powder: Once opened, use within one month. Store the container in a cool, dry place and make sure the lid is tightly closed*.

Storing unopened formula

Safe: Storing unopened formula in a cool, dry place (6º – 25ºC). 

Alert: Storing formula over 37ºC for a few days may compromise its vitamin content.

Safe: Storing unopened liquid tetras in the fridge, only if the temperature is expected to exceed 37ºC for a few days.

Alert: You may see changes in the texture of the product after you refrigerate it—they’re merely “physical”. This means the product has not spoiled and its nutritional quality has not been affected. The product just needs to be shaken VERY WELL to break any soft lumps and reincorporate the formula.

 

Freezing unopened formula

Alert: Freezing unopened powdered formula should only be done in an emergency.

Safe: You need to ensure that any powdered formula you had to freeze is brought to room temperature before you mix it.

Alert: Freezing unopened concentrated formula is not recommended—it may compromise the quality. The fat and protein might separate out of the formula and you’ll have trouble re-mixing it.

Safe: Avoid storing unopened formula in any kind of extreme or inappropriate temperatures.

*Formula storage instructions are stated based on Nestlé® infant formula products. Please consult the label for full preparation and use instructions. If using another brand of infant formula, please follow the directions stated on the label.

Why is my powder formula clumping when I mix it?

To be honest, you shouldn’t really have to deal with clumping. Here are a few ways you can help wave goodbye to clumps for good:

  • Add the water first: Water, then powder…always.

  • Test the temp: For the best mixing results, ensure you’re using lukewarm water.

  • Don’t wait to shake it! Shake the bottle immediately after you’ve added the powder to the water.

The most essential step? Always following the label instructions—it’s important for the health of your baby.

If I prepared too much formula, or my baby doesn’t eat the full portion—can I store the leftovers to use for another feeding?

First off, no matter the formula type, once a sterilized bottle comes in contact with your baby’s mouth, you should never reuse the formula that’s left over in that bottle. Always throw out any unfinished formula directly from the bottle you were using.

Still, all types of formula can be stored for a little while after they’ve been prepared, but only if you follow the parameters laid out below.

Powder

If you’ve mixed the powdered formula and it’s in a container you didn’t use for the feeding—here are the musts:

  • Feed your baby within 1 hour without reheating the formula.

  • Discard any leftover mixture.

Reusing leftover formula isn’t recommended due to a risk of bacterial contamination.

Concentrate and Ready-to-feed

If you’ve poured formula into a sterilized bottle and it hasn’t touched your baby’s lips—here are the musts:

  • Ensure it’s the appropriate amount to feed your baby.

  • Feed your baby within 1 hour without reheating the formula.

  • Discard any remaining formula.

Open packages

If you’ve opened a Tetra of concentrate or ready-to-feed formula and don’t wish to use it all right away—here are the musts:

  • Cover the package with plastic wrap.

  • Put it in the fridge immediately after opening.

  • Store it in the fridge for no more than 24 hours.

In addition, following the label instructions is important for the health of your baby. For safety reasons, it is not recommended that formula be reheated if it’s been warmed or left out at room temperature, as there’s an increase risk of bacterial contamination.

Can I pre-make formula and use it later?

Preparing and storing infant formula in advance is not recommended. Looking to save time? Sterilize your bottles and fill them with the appropriate amount of sterilized, cooled water ahead of time. Refrigerate and use within 24 hours. For best mixing results, put the bottle in hot water until it is lukewarm prior to adding powder**. Do not add formula until feeding time.

In addition, following the label instructions is important for the health of your baby. For safety reasons, it is not recommended that formula be reheated if it’s been warmed or left out at room temperature, as there’s an increased risk of bacterial contamination.

**Do not use a microwave oven to warm formula, as it can produce hot spots in the bottle that can burn your baby.

How do I switch baby formulas?

Before changing your baby’s feeding routine, you should first consult with your doctor.

Any changes may result in temporary digestive issues, like gas and spitting up, that can in turn cause fussiness.

Here are recommendations related to switching formulas:

• Don’t alternate or combine the new formula with the formula you’ve been using
• Transition directly to the new formula.
• Don’t mix different formulas.
• Allow your baby 3 to 5 days to get used to the new formula.

For a more detailed look, read Baby formula: Switching formulas.

…Consult a physician if your baby is spitting up forcefully or frequently at every feeding and is not gaining weight.

What formula should I use if I travel outside of Canada?

Since Nestlé products differ from country to country, do your best to travel with enough formula for the duration of your trip—it’s highly recommended. Understanding that extended trips (and packing for baby, right?) may make this difficult, it’s also recommended to at least bring some of the formula you’ve used immediately before your trip.

If you want to be extra prepared, you can even consult the Nestlé website of the country you’ll be visiting and find out the ingredients of the formula you’ll find there. Then, you can track down that country’s Nutrition Facts Table and share that information with your doctor to help decide what will be suitable for your baby.

Remember: Always discuss any feeding changes with your baby’s doctor.

Gerber

Can I add formula or breastmilk to GERBER® cereals?

Sure!

Just remember that it’s important when you’re making baby cereal, to prepare as directed on the label.

NESTLÉ GERBER "Add Milk" cereal varieties allow you the flexibility to add breastmilk or the infant formula of your choice.

What’s not recommended?

We don’t recommend adding breastmilk or infant formula to NESTLÉ GERBER “Add Water” cereals as they already contain specially adapted milk and 14 essential nutrients. If you’ve accidentally prepared the “Add Water” cereal with breastmilk or infant formula, it won’t harm the baby if you feed them with it on occasion.

Important Note: Always discuss any feeding changes with your baby’s doctor.

Wait, is GERBER® Baby Cereal a meal supplement?

In a word, no…but  GERBER Baby Cereals are iron-fortified and definitely a complement to the other foods you are introducing to your baby at this stage.

In more words: NESTLÉ GERBER Baby Cereals are not designed to be used as a sole source of nutrition, nor are they meant to replace breast milk or infant formula.

How should I store my baby’s cereal?

Keep your baby cereals tightly sealed and in a clean, cool, dry place. Check packaging regularly for rips, tears, and signs of bugs. Be sure to discard the product once past its due date. Read Storing baby cereals: Freshness & Safety First! for more helpful tips.
 

Registration and account management

How do I register for Nestlé® Start Well Stay Well™?

Sign up here by completing the online forms, or by registering with your Facebook or Google Plus account. Please make sure to have completed both steps of the registration process to be registered.

How do I modify my address/e-mail?

You can get right to it by updating your Profile information after you sign in.

If you signed up through Thyme Maternity and don’t have a password for the website:

  • Go to the sign in page of Nestlé® Start Well Stay Well website.

  • Follow the link labeled Thyme Maternity.

  • Enter the email address you used at Thyme.

  • Set a password.

  • Follow the directions to complete your profile and once you’re logged in, you can edit your profile!

Why am I being asked for more personal information even though I’ve been a member for a while now?

As the Nestlé Baby program transitions to Nestlé® Start Well Stay Well, providing more information will help ensure a smooth move to our new site—and a completed profile will assist in setting you up to get the most from the new program!

Plus, the more you share about your unique situation, the more you can expect to receive offers that better suit your specific needs. (Products, services, you name it!)

As always, it’s a focus at Nestlé to constantly seek out even better ways to meet each customer’s needs. 

If I registered at Thyme Maternity (in-store or online), how do I get access to the Nestle Start Well Stay Well website and all that comes with being a member?

Your access awaits!

  • Zip over to the Nestlé® Start Well Stay Wellsign in page.

  • Follow the link labeled Thyme Maternity.

  • Enter the email address you used to sign in at Thyme Maternity.

  • Set your password.

  • Follow the directions to complete your profile!

You only need to complete your registration once and when you have that all squared away, you should be able to log in normally.

Please note that it can take 2-3 weeks from when you registered at Thyme Maternity for your email to be recognized on the Nestlé® Start Well Stay Well website. 

I registered (in-store/online) at Thyme Maternity, why is my email not being recognized when I try to log in?

While it’s obviously not ideal, there are a couple of possible reasons your email isn’t being recognized despite your Thyme Maternity registration. 

  • Your online profile isn’t quite complete. On your first visit to the Nestlé® Start Well Stay Well website, you’ll need to set a password and complete your profile on the Thyme Maternity registration page. Then you should be able to use that info to log in normally.

  • Your info hasn’t been received from Thyme yet. It can take 2-3 weeks from when you registered at Thyme for it to be recognized on the Nestlé® Start Well Stay Well website. 

How is my data protected?

Answer: Very carefully. This privacy policy contains full details on how your data will be kept safe and sound.

I just registered, when will I get my samples and coupons?

Ideally, time will continue to fly and your Welcome Kit will arrive before you know it. If you registered during your pregnancy, expect to see your kit around five weeks before the birth of your baby.

If your baby’s already been born, expect to see your kit within a month. Currently, Welcome Kits are only sent to parents with a baby under 4 months old. Why? These specially crafted kits are packed with goodness that’s best for babies who are younger than 4 months. Regardless, be sure to sign up early!

I’m trying to sign up for Nestlé® Start Well Stay Well™, but I can’t get it to work because the site won’t let me complete my registration, what can I do?

Your time’s important, so Sign Up is the last thing you want to hold you up. Hopefully one of the following will help you complete the registration process:

  • Double check every field is complete.

  • Make sure to read and act on the error messages if any.

  • Clear your browser history.

  • Switch to a different browser.

  • See how you fare on a different device.

Of course, the form should tell you if you’ve left a field blank, but double-checking every field is complete (and correct!) always helps.

What if I still have not received anything even though I registered a few weeks ago?

Hmm…that’s strange. If you’re not waiting on your welcome kit based on its delivery criteria, these two steps should help:

  • Check your profile online one more time just to make sure you’ve completed everything correctly (like your current address, due date, etc.)

  • Once you’ve checked that your profile’s in good order, contact us for further assistance.

Remember that the welcome package will arrive just before due date so don’t worry if you don’t have it yet.

Can I choose which coupons/samples I get?

Nope, there’s no need for you to concern yourself with choosing. Coupons and samples are pre-selected for you based on your profile and the age of your baby!

Why didn’t I get the same content as my friend?

You’ll notice a difference because every effort has been made to ensure the offers you receive are personalized to fit your needs. How? Coupons and samples are pre-selected for you based on your profile and the age of your baby.

Communication

How do I stop receiving emails?

While every email is an important part of Nestlé® Start Well Stay Well, here are a few ways you can opt out of email marketing communications:

  • Log in and find the Account Management page on the Nestlé® Start Well Stay Well website. Then, uncheck the corresponding box to update your communication preferences.

  • Follow the unsubscribe link at the bottom of any Nestlé Start Well Stay Well email. You’ll be directed to send an email to the Customer Care Team or confirm that you want to opt out of email communications. 

  • Update your communications preferences anytime.

Note: Nestlé® Start Well Stay Well sends out some email communications directly related to services you’ve signed up for as part of the program, including an email welcoming you to the program and a shipment notice for your Welcome Kit. These emails will continue regardless of your communication preferences.

How do I opt out of mailed communications?

Wait. Valuable support from Nestlé® Start Well Stay Well will arrive with your mail—like your Welcome Kit, of course! If you do not want to receive mailings, you’ll need to unsubscribe from the program completely by contacting our Customer Care team. Simply visit our Contact Us page to email, live chat or call us for assistance.

When I joined, should I have received a confirmation email?

Definitely! You should have received an email officially welcoming you to Nestlé® Start Well Stay Well within one week of your completed registration. Try checking your junk mail folder, or verifying that your profile contains the correct e-mail.

If you still need assistance, contact us and one of our Consumer Care Specialists will be happy to help you.

Why haven’t I received any emails?

Two reasons come to mind (and they’re easy fixes!):

  • Your profile doesn’t contain the email you wanted to provide. You could always check your profile right now just to be sure.

  • The communications meant for your inbox are going to your Junk Mail folder. Be sure to add [email protected] to your safe list!