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 and our warehouse is in Cheltenham, Victoria.

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Can visit your store at The Sensory Specialist?

We are an online retailer only. We do not have products on display for viewing, but demonstrate at many expos accross Melbourne during the year. We are also stocked in some small retailers- send us an email for more information.

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Click and Collect: What are the details?

Click and Collect is available Monday to Friday, 9:30am-3:30pm.

Location: Gate 4, 35 Wangara Cheltenham, 3192.

Please walk down the drive and ring the doorball at the door lablled "Virago Logistics." A team member will meet you. Please give them your order number.

For Click and Collect Map, CLICK HERE

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I've requested an Invoice on your website. Where is it?

Invoices are sent automatically once the "create invoice" button is pressed. Please check junk folder if not received.

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My invoice has been paid. Where is my order?

Please understand that all NDIS payments can take 3-5 days to be processed. Once we receive payment, you will receive an order confirmation via email.

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My item is faulty. How do I report this?

Complete the Faults and Warranty Claim Form here

How do I return or exchange an item?

Complete the Return and Exchanges Form here

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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.

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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 go unpaid. For this reason, regrettable, we cannot reserve your items. However, we continually update our stock levels so if something runs out, it will be available again very quickly.

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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. For example, a Mooshy Mat or a mattress topper will send on their own because they are large. 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.

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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.

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Can I pay for an order using my NDIS funds?

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?

Yes we deliver Australia-wide.

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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. Please be aware that large bulky items such as Trampolines may take up to a week to dispatch.

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How long will my order take to arrive?

Courier delivery times vary from state to state. 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.

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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.

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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.

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How do I make a School / Organisation order?

Go to our "School Orders" page here.

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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  orders@thesensoryspecialist.com.au