FAQ & Shipping Info

Typically we use Australia Post. For large parcels we may use an alternative courier carrier. We only ship to NZ and Australia at this point. We typically ship within 24 hours (within business days) of an order as we know our items are generally needs based. Postage times will vary depending on location, however in most cases you should receive your order within 5 business days from the purchase date. Large or custom requested items may incur additional postage and handling charges. You will get tracking notification as soon as it is shipped. Please check your junk folder if you haven't got it. So hope you love and find helpful your order.

Absolutely. Select Express at checkout.

Express Post orders are sent via Australia Post. Please refer to the Australia Post website for delivery time frames. For items larger than Australia Post limits we use a range of courier services.

We ship to most destinations around the world. There are some set up for flat rate shipping.

Please note that charges do not include any duty/taxes charged by your country's port authorities (if applicable). You will be responsible for any charges they may add. We are unable to quote these as they vary from country to country.

If your country isn't set up for flat rate shipping please email us a list of the products you are interested in and your shipping information/address to hello@MySensoryStore.com.au and we can provide you with a quote.

Customs and duties are the responsibility of the customer.

Please note it’s coming from down under and therefore parcels can take weeks to arrive depending on location. If the parcel is urgent please select the DHL/express options.

Also alert us re the urgency via email and we will find the quickest way to get it to you. You will get tracking notification as soon as it is shipped. Please check your junk folder if you haven't got it.

If an international parcel is taking longer than it should, let us know and we will follow up with the carrier. Please note we cannot resend packages until the carrier deems it lost, which can take up to 21 days sometimes.

When we ship your order, we automatically send you your tracking number (please check your junk folder).

Check your email and enter your tracking number here: Track My Order

All claims for faulty items must be made within 14 days of delivery.

Please contact us quoting your order number, with details of your proposed return before proceeding.

Unless the goods are defective or sent in error, you will be required to pay postage with tracking to return goods. Items must be received in original, unopened condition and packaged safely so damage does not occur.

If returned goods are used or in an unsaleable condition, then your return may not be processed.

There is no return or exchange available on discounted or on sale items. In addition all wearable and chew supports cannot be returned if opened.

For change of mind: see below for change of mind T&C's.

Bundles are treated as a single item and individual items from bundles cannot be returned.

Re Squishies and Chew Supports

Please note for hygiene reasons we cannot accept these as returns if opened or handled. No one wants a squishy or chew support handled by others.

For consumable items such as chew supports and squishies: a warranty is not provided unless product is faulty on first opening. Please refer to each squishy product page for life expectancy info.

If the goods are faulty, damaged on arrival or incorrectly described we offer the choice of a refund or exchange.

Please contact us within 48 hours of accepting delivery and include a photo and/or video.

We may ask for further images to help investigate the damage or fault.

Re Squishies — due to the flexible, squishy and stretchy nature of these products, they don’t last forever. They are durable, but not indestructible. Squishies typically have a plug/join where they were filled; this is the most vulnerable spot, so it’s best to keep it palm side in to maximise life. They are not recommended for children who may try to bite, chew or ingest the contents. Avoid aggressive or excessive squishing, stretching and contact with sharp objects. A warranty is not provided unless product is faulty on first opening.

We want you to have the right product for your needs. If you change your mind, you are welcome to return it if unused to us (at your cost) and we will provide a store credit. Refunds are not provided for change of mind.

All returned items must be in original, unused and unopened condition.

Please note that, for hygiene reasons, we cannot accept change of mind returns or exchanges for any oral motor/chewable/wearable/squishy items, such as body socks, Ark chews, squishies, chain maille vest etc.

We have a streamlined system via our website.

• Add items to cart as usual so you can select size/weight/colour and only pick in-stock quantities.
• If it is for a quote only, at View Cart write “QUOTE ONLY” in the special notes.
• If requiring goods before payment, provide a PO number and contact person for payment, plus their email, in the notes.
• Proceed to checkout.
• At payment details, do not enter card/PayPal. Select the “Other payment options” → “Deferred Payment Schools/organisations”.
• It will complete checkout without payment and email you a link to the invoice (check junk).

We dispatch once payment is received unless written approval is given via email to dispatch prior.

Alternatively we accept purchase orders from schools, hospitals and many other government organisations.

Please email your order to hello@MySensoryStore.com.au and include:

• items required
• best contact person
• delivery address
• any other instructions

We will send an invoice, with payment to be made within 7 days of the invoice date.

We collect information when you register, place an order, subscribe to our newsletter or enter information on our site.

Your privacy is important to us, and we are committed to protecting it. We will not provide your information to a third party and we do not store your credit card details.

We may send newsletters with helpful info, new products, promotions and exclusive offers. You may unsubscribe at any time.

We do our very best to provide great service and high quality items. If for any reason you are not happy, please email us at hello@MySensoryStore.com.au outlining your concerns. We appreciate the opportunity to resolve the issue quickly.