All your questions answered!

FAQs - The Sensory Specialist

How can I pay for my order?

Orders can be paid for using the following payment methods: Visa, Mastercard, AMEX, Google Pay, Apple Pay and Paypal. Payments are completed at Checkout. Once your payment has gone through you will receive an automatic invoice receipt in your email. 

Can I pay for an order using my NDIS funds?

Yes. If your plan permits it, you can use your NDIS funds to purchase from The Sensory Specialist. The two current claim options are "self managed" and "plan managed." Refer to the NDIS page for step by step instructions on how to claim your purchases with the NDIS.

Where are you located?

The Sensory Specialist is an online store, but is based in the Bayside suburb of Bentleigh in Melbourne. Customers living in Metro Melbourne can expect quicker delivery of their items due to their proximity to our warehouse.

How long do you take to process and pack an order?

Products are packed and shipped within 1-3 business days, but I endeavour to do next day shipping whenever possible.

How long will my order take to arrive?

Courier delivery times vary from state to state and have been impacted by the Covid-19 lockdown. This means your order may take longer than usual to arrive and I appreciate your patience. When your order has been shipped, you will receive an email confirmation notifying you of this and it will include a tracking number (in most cases). You can then keep track the whereabouts of your order using this tracking number. If there is a delay in your order for any reason, I will contact you via email to let you know.

What are the Shipping costs?

Shipping costs are based on the size and weight of the product(s) purchased. Refer to Shipping for the list of set prices.

How do I know if the products I ordered are in stock?

I aim to keep stock levels up to date on the website. Large quantities of our products are stocked in our warehouse. At times, however, there can be an unforeseen greater than expected demand for a product. This will then be shown as "out of stock" on the website. If a technical error has occurred and you happen to order something that is out of stock, I will email you to let you know.

How do I make a School / Organisation order?

The easiest way to order on behalf of a school or organisation is to simply checkout online and pay using a credit card of Paypal. An invoice receipt will then be emailed to the nominated email address.

Alternatively, if you have a purchase order from a hospital, school or other organisation within Australia, you can email us your purchase order. The products ordered will then be processed and shipped with an invoice included. Payment is required within 14 days from the invoice date.

If you are wanting to make a large order for your organisation, please get in touch to discuss the possibility of a large order discount.

Can I return an item?

If you have any problems with an item purchased from The Sensory Specialist, please complete the following:

Contact us either by email-  hello@thesensoryspecialist.com.au or phone- 0451 347 047 with your name, order ID and a brief description so that we can start the return process for you. 

Items that are damaged on arrival:

- Should you receive your parcel and open it to find something damaged, simply email us an image of the item with your name and order ID

- This must be done within 5 days of the parcel being received

- In most cases we will organise a replacement item to be sent out immediately

- If the item is no longer available you will be offered the closest alternative product of similar value or a refund for the value of the product 

Items that are faulty:

- There will be times where a product does not perform as expected due to a manufacturing fault

- Some of our products are covered by a manufacturers warranty of up to 12 months and can be repaired or replaced

- Calming Moments weighted blankets have a 2 year manufacturer warranty

- Please note there are no guarantees if the problem is a result of the item being misused, mistreated or damaged in a way that is not consistent with reasonable use

- In the event that a repair is not possible or practical you will be offered a replacement

- Who is accountable for return postage costs will be decided on a case by case basis

Items that you have changed your mind about:

- Please choose carefully as The Sensory Specialist is under no obligation to provide exchanges where you have changed your mind or made the wrong selection.

Items that you would like to exchange

- If you would like to exchange a product you must contact us within 14 days of receiving your deliveryYou will be required to pay postage to return the goods you wish to exchange, as well as postage for the new item(s) to be sent back out to you.

- Any exchanged items must be received in original, unopened condition and packed appropriately when being sent back to avoid damage.

- Please note, due to both hygiene and Covid-19 reasons, some items are not able to be returned for an exchange.

- This includes items such as sensory compression sheets, weighted blankets, earphones, earmuffs, putty, chewable products including necklaces and teethers, and any product where the outside packaging has been opened.

The Sensory Specialist

All of our products are locally sourced.





hello@thesensoryspecialist.com.au
0451 347 047
31 Renown St
Bentleigh VIC 3204
Australia
by appointment only