All your questions answered!

FAQs - The Sensory Specialist

Where is The Sensory Specialist located?

The Sensory Specialist is an NDIS Registered provider and online sensory store retailer based in Bentleigh, Melbourne, Australia.

Can I visit your store at The Sensory Specialist?

We are an online retailer. However, residents of Bayside, Glen Eira and Melbourne are welcome to contact us to see if a click and collect option is possible from our office Bentleigh, Melbourne

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 Sensory Specialist is a Registered NDIS Provider. You can use any of the three claim options: self managed, plan managed and NDIA managed plans. Refer to the NDIS page for step by step instructions on how to claim your purchases with the NDIS.

Can I order from anywhere in Australia?

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, but we deliver all across Australia

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

Products are packed and shipped within 1-3 business days, but I endeavor 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 pandemic. 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?

We aim to keep stock levels accurate on our 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 has gone out of stock we will email you promptly to let you know and offer a solution.

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 order 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.

Steps to create a tax invoice:

- Select the items you would like and add them to the Cart.

- Go to "Cart" (in the top right hand corner.)

- Scroll down to "Get a quote". (Do not worry that it says 'NDIS' - all our quotes are generated in the same way and this will not affect your quote / invoice.) Enter your details into the required form sections, and where it says "NDIS participant name", add your school / hospital/organisation name here.

- Press the "Create quote" button. 

- An invoice will be emailed to you within 24 hours. Please check your junk folder if your invoice is not received.

- The invoice contains a direct link to the Payment Checkout to complete the purchase. Alternatively, there are bank details on this invoice if your organisation would prefer to pay via direct bank transfer.

or contact The Sensory Specialist directly.

- Send me an email with the items that your school or organisation would like to purchase. I will then create a customised invoice and send it to your nominated email address for processing. 

Can I return an item I purchased from The Sensory Specialist?

Refund, exchange and warranty information can be viewed on the Refund Policy page.

If you are unhappy with a product, please get in touch with us first to discuss a resolution before leaving a negative review. Contact us by email- or phone- 0451 347 047

The Sensory Specialist

All of our products are locally sourced.
0451 347 047
Bentleigh VIC 3204
by appointment only