FAQ

We try very hard to keep our postage at an affordable rate for our customers. Postage is currently $9.95 for all orders up to $150* Orders over $150 are posted free. This excludes furniture and/or bulky items or items sent straight from our distributor.

If you place your order before 8am (WST) Monday to Friday we will generally ship it to you that day. Orders placed after 8 A.M (WST) will be picked and posted the next business day. The exception is peak sale or holiday seasons such as Christmas when your orders can take up to 3 days to be shipped.

Once your order has been picked, packed and posted you will receive an email advising you of a tracking number. You can then track your order through the Australia Post system. At this point it’s out of our hands but generally it takes between 2 – 5 days to receive your package from leaving us. If there are any unforeseen delays, we will contact you ASAP .

Yes we do, however shipping will be calculated depending on your location at checkout.

Once the order has been processed by us and sent with Australia Post you will receive a tracking order number. You can then login to the Australia Post website and track the whereabouts of your parcel from there. If you have any concerns about the delivery or processing of your order, please do not hesitate to contact us by calling 0435084047 during office hours (Mon – Fri 9 A.M – 4 P.M WST) or emailing Customer Service at (create link to email)

When your order status changes, you will receive an email from us notifying you immediately. The following is a list of the various statuses and what they mean: Processed - Your order has been processed in the warehouse and is currently being picked and packed. If there are any issues with your order we will contact you at this stage. Partially Shipped - If your order is being shipped in different shipments or something is on backorder then you will be notified of this Shipped - This mean your order has been shipped in full to you Cancelled - If your order is cancelled then you will receive this notification.

We accept Visa, MasterCard , Paypal, Afterpay and Bank transfer. Bank Transfers: If you choose bank transfer you will be emailed our bank details . Please make payment within 14 days of placing your order. After this time, if no payment has been made we will need to cancel your order in the system and return the items to stock.

Yes, we completely understand that Internet shopping is different from shopping the conventional way. If for any reason you are unhappy with any of the items received, we will happily exchange or refund the purchase price of the item (Postage costs are not refundable unless the item is deemed faulty by us). Terms and conditions apply. Check out our full (link to page here for policies and procedures and terms and conditions)

Let us know that you'd like to exchange or return an item via email first to (link to email) or by calling our friendly staff on 0435084047.
•Return your purchase within 14 days of receipt.
•Make sure the item being returned is in perfect condition, unused with all packaging nice and intact.
Return the purchase at your own expense and packaged up properly. We recommend tracking/signature too as we can't be held responsible if we never receive your item.
Exceptions: Custom made/ special order /training pants/ sale items can not be returned. Bulky items may incur a restocking fee.
Click here to read our full Terms & Conditions (link to policy and procedure page)
Click here for our Full Returns policy (link to policy and procedure page)

If you open up your parcel and discover that we have accidentally sent you the wrong item or that something is missing we are here to help.
Just follow these steps :
• Check your invoice or email confirmation that you did in fact order the correct quantity and or items.
• If something is missing, please search all the packaging, bubble wrap, box thoroughly. Also, please carefully open any bigger items to check if our clever packers have popped a smaller item into the bigger box.
• Email us at (link to email here) and our lovely staff will be happy to help.

In the rare event that a fault or damage to your purchase is overlooked during dispatch, Therapy and Sensory Store will happily exchange it for a new one – please contact us on 0435084047 or email (link to email )
If, at a later time, you believe your product is faulty please call us on the above number and we will walk you through the process.
Items that cannot be returned or exchanged We cannot accept change of mind returns or exchanges on the items listed below for hygiene reasons.
Lycra Bed Sheets
Oral motor items including all chewable necklaces and bracelets, Z-Vibe Tips and any other oral motor items where the packaging has been opened Cutlery and drinking items where the packaging has been opened Brushes of any kind including toothbrushes and Therapressure Brushes
Vibes Earplugs
Putty