All your questions answered!

Where is The Sensory Specialist located?

The Sensory Specialist is an NDIS Registered provider and online sensory store retailer. Our office is based in Bentleigh East, Melbourne, Australia, but please not we are an online store.

Can I visit your store at The Sensory Specialist?

We are an online retailer only, so unfortunately you cannot come and look at items in person. We offer a delivery service of our products Australia-wide. We try to ensure our product descriptions and product images are as detailed as possible to help with your decisions.

Can I pick up my order from you directly?

We are an online retailer with several warehouse locations - unfortunately a click and collect option is not available. We offer Australia-wide delivery.

I've applied for an Invoice. Where is it?

Please note that all invoices have to be processed manually. Please allow up to 24 hours to receive your invoice. Invoices may end up in your junk/spam folder- so please check these if you did not receive your invoice.

My invoice has been paid. Where is my order?

Please understand that all NDIS payments need to be manually processed and may take a few days to be completed after payment has been made. There can also be a 2-3 time delay with the payments reaching our bank account. Please be patient. Once we receive your payment, you will receive an order confirmation via email.

My plan manager is making a payment. Why am I getting Cart reminder emails?

Cart reminders emails occur if you have items left in your Cart which you have not cleared. The Cart emails are an automated message. To stop receiving these emails, simply go to your Cart and clear the items. Alternatively, click on the "unsubscribe" button at the bottom of the email.

I'm waiting for an invoice to be paid. Can you reserve my items?

We receive and process dozens of invoices every day. Some invoices do not get paid. For this reason we are not able to reserve your items. However, we continually update our stock levels so if something runs out, it will be back in stock very quickly.

I've only received some of my order. Where is the rest of it?

Due to the different size and weights of our items, sometimes an order will shipped in more than one box. Each item will have its own tracking number which can be followed. Tracking numbers are emailed to you once the item(s) are ready to ship. Please check your junk mail folder if email has not been received.

How can I pay for my order?

Orders can be paid for using the following payment methods: Visa, Mastercard, AMEX, Google Pay, Apple Pay, Paypal and Afterpay. Payments are completed at Checkout. Once your payment has gone through you will receive an automatic invoice receipt in your email. Invoices can also be paid via direct bank transfer by self managed or plan managed NDIS participants.

Can I pay for an order using my NDIS funds?

Absolutely yes! If your plan permits it and the product(s) aligns with your goals, you can use your NDIS funds to purchase from The Sensory Specialist. You can use any of the claim options: self managed, plan managed or 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 Bentleigh East, 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 send an order?

Products are packed and shipped within 1-2 business days. Our delivery partners pick up parcels for dispatch Monday- Friday. Next day shipping is available for Mellow Mats. Please be aware that large bulky items such as Trampolines may take up to a week to dispatch.

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.

Due to our business being NDIS Registered, we deal with a lot of invoices. When there is a delay between and invoice being made and the payment being received, an item may go out of stock. If this occurs we will contact you immediately and let you know the estimated wait time for the next shipment of stock. We thank you for your patience on this matter.

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-  hello@thesensoryspecialist.com.au or phone- 0451 347 047