Help Centre
NDIS & Payments
Can I pay for my order using NDIS funds?
Yes — if your plan permits it and the products align with your goals, you can use your NDIS funds to purchase from The Sensory Specialist. We support all claim types:
- Self-managed — pay at checkout and claim reimbursement from the NDIS
- Plan-managed — we invoice your plan manager directly
- NDIA-managed — we process the claim on your behalf
How can I pay for my order?
We accept the following payment methods at checkout: Visa, Mastercard, AMEX, Google Pay, Apple Pay, PayPal, and Afterpay.
NDIS self-managed and plan-managed participants can also pay via direct bank transfer. Request an invoice at checkout and we'll send payment details.
I've requested an invoice. Where is it?
Invoices are sent automatically once the Create Invoice button is pressed at checkout. If you haven't received it, please check your junk or spam folder.
Still can't find it? Email us at orders@thesensoryspecialist.com.au and we'll resend it.
My invoice has been paid. Where is my order?
NDIS payments can take 3–5 business days to be processed and received by us. Once payment clears, you'll receive an order confirmation via email and we'll begin preparing your order.
I'm waiting for an invoice to be paid. Can you reserve my items?
Unfortunately we're unable to reserve stock while invoices are pending. We process dozens of invoices every day and some go unpaid, so holding items isn't possible for us to manage fairly.
The good news: we keep our warehouse well stocked and reorder quickly. If something sells out, it's usually back in stock soon.
Why am I getting cart reminder emails while waiting for my plan manager to pay?
Cart reminder emails are automated — they trigger when items are left in your cart. To stop them, either:
- Go to your cart and clear the items, or
- Click the Unsubscribe link at the bottom of the cart email
Orders & Shipping
Can I order from anywhere in Australia?
Yes — we deliver Australia-wide, from metro Melbourne to regional WA. Shipping costs and delivery times vary by location and product size.
How long does it take to process and send my order?
Most orders are packed and dispatched within 1–2 business days. Our couriers collect Monday to Friday.
Large or bulky items such as trampolines may take up to a week to dispatch due to freight arrangements.
How long will my order take to arrive?
Delivery times vary by state and location. Once your order ships, you'll receive an email with a tracking number so you can follow it in real time.
If there's any delay, we'll contact you via email to let you know.
What are the shipping costs?
Shipping is calculated based on the size and weight of your order. View our full shipping price list →
I've only received part of my order. Where's the rest?
Larger orders often ship in multiple boxes. For example, a Mooshy Mat or mattress topper will be dispatched separately due to their size — each with its own tracking number.
Check your email for individual tracking notifications, and don't forget to check your junk folder. If you're still unsure, email us at orders@thesensoryspecialist.com.au.
How do I know if a product is in stock?
We keep stock levels as accurate as possible on the website. If a product is listed as available, it's in our warehouse ready to go.
In the rare event of a stock discrepancy, we'll contact you immediately to offer a solution or estimated restock timeframe.
How do I place a school or organisation order?
We make it easy for schools, therapy providers, councils and disability organisations to order. Visit our dedicated page for purchase orders, invoicing, and bulk enquiries.
Returns & Warranties
My item is faulty or damaged on arrival. How do I report it?
We're sorry to hear that. Please complete our Faults & Warranty Claim Form and we'll get it sorted for you as quickly as possible.
How do I return or exchange an item?
Please complete our Returns & Exchanges Form and we'll guide you through the process. Full refund, exchange and warranty details are also available on our Refund Policy page.
Can I return something I'm not happy with?
Yes. Full details are on our Refund Policy page.
If you're unhappy with a product, please reach out to us first — we'll always work to find a resolution before a return is needed. Email us at orders@thesensoryspecialist.com.au.
About The Sensory Specialist
Where is The Sensory Specialist located?
The Sensory Specialist is an NDIS-registered online sensory store. Our office is in Bentleigh, Victoria and our warehouse is in Truganina, Victoria. We ship Australia-wide.
Can I visit your store or view products in person?
We're an online-only retailer, so we don't have a showroom or retail store. However, you can see our products in person at the many expos and community events we attend across Melbourne throughout the year.
Some of our products are also stocked by small local retailers — email us at orders@thesensoryspecialist.com.au for more information.
What are the terms and conditions of the new customer discount?
Our new customer discount is valid for first-time customers only.
Exclusions apply: the discount does not apply to items in the Climbing & Cubby, Storage, Vuly, or Springfree Trampoline collections. Due to brand partnership agreements, some products cannot be discounted.
The Sensory Specialist PTY LTD reserves the right to remove any discount falsely applied to returning customers or repeat shipping addresses.
Still have a question?
Our team is here to help — get in touch and we'll get back to you as soon as possible.