FAQ

We accept Mastercard, Visa, Paypal, After Pay and Direct Bank Deposit. If you are an NDIS recipient, you may be eligible to purchase products via your NDIS plan.  

Sensory Store orders will be sent to you once payment clears and you will be provided with tracking via Australia Post. 

For NDIS Orders, please fill in the participant details when you check out and we will process your order. For more information on NDIS ordering, please click here.

Exchanges and Refunds

You have 7 days (some exclusions apply) for a full refund or exchange as long as it is returned in a saleable condition with original proof of purchase. The refund will be provided using your original payment method. Please contact us by email at [email protected] if you wish to exchange or refund your product. Only regular priced items may be refunded, unfortunately sale items are not applicable.

Damaged Goods

We endeavor to ensure all products are of the highest standard and a full description is available on this website. However we understand that there may be times when a product may contain a manufacturing defect or not meet your expectations. In the unfortunate event that your item arrives faulty or damaged on delivery we will either repair, replace or refund. You must notify us within seven days of the fault by email to [email protected] and we will organise the return, please note we will not cover the shipping cost of the item.

Back Orders

If a product you order is temporarily out of stock, you may wish to place it on back-order. You will be advised of the expected dispatch date either by phone or email and the product will be sent to you as soon as it becomes available. You will not be charged any additional delivery costs for back-ordered items delivered to you at a later date. Your credit card will not be charged for back-ordered items until they are dispatched, however for security reasons, all cheques will be banked on receipt.

Unfortunately, shipping is expensive, however we have tried our best to create fair shipping rates depending on the size of your order:

Order Value = Shipping Rate

$0 – $50 = $12.95

$51 – $100 = $15.95

$101 – $300 = $22.95

$301 – $500 = $29.95

$501 and over =$49.95

The Sensory Store always endeavors to ship your order promptly. All goods will be dispatched via Australia Post or by using a courier service once an order is placed and payment received. Once the product has been dispatched, you will receive an email from the deliverer with the tracking details, you can then track your order through to delivery.

Most orders are received by customers within 5-10 business days. Our delivery times are indicative only. Postage and Handling charges are added after you have finished shopping and will be shown separately.

Please ensure your details are accurate to ensure a speedy delivery. If you have not received your order within the days specified please contact our information department on (02) 8331 9977 or email [email protected]

Order Delays
Occasionally if a particular product is in high demand we will need to re-order from our suppliers. If your order is delayed for any reason our staff will contact you directly to advise you of the delay.

International Orders – The Sensory Store does not supply international orders.

You are welcome to pick up your items from the Sensory Store, which is located inside the NADO Building at 28 Gidley Street, St Marys NSW. For all pick up orders, please select “Pick Up” when you check out and an email will be sent to you when your order is ready for collection.

Please note for NDIS Pick Up orders, you will not be able to collect your orders until your funds have been cleared. You will be contacted by one of our friendly team members when your order is ready for pick up.

How to claim resources: 

1) SELF MANAGED (you process your invoice yourself) 

If you are Self-Managing, the process may be as simple as completing your order, paying by credit card and arranging reimbursement through NDIS via your receipt. You may also elect to receive an invoice before completing your purchase. 

 

2) AGENCY MANAGED (your invoices are processed by us through the NDIS Portal) 

If you are Agency Managed, please follow the steps below: 

  • Complete the NDIS Order Form 
  • Add the items that you would like to purchase through your NDIS funding to the cart and go to checkout. 
  • When you get to the payment method you need to select NDIS Order. Put in the Participant name (as it is written on the NDIS Plan) the NDIS number, Plan Dates and indicate the category funding.

 

3) PLAN MANAGED (your invoices are processed by your Plan Manager) 

If you are Plan Managed follow steps above and then fill out the Plan Managers contact details on the ‘NDIS Order Form’ when you are checking out. We will make contact with them and send the invoice for payment. Once the order has been paid, your items will be shipped to your address. 

If you have any questions relating to the order process or any of our products, please contact us. Please note that for NDIS payment orders, it is the responsibility of the purchaser to ensure that all guidelines have been abided by as per the NDIS Funding Criteria. Higher risk assistive technology products, including weighted blankets, compression sheets (bed socks) and therapy balls will require written advice from a registered Allied Health Practitioner.

NDIS Order Form

Complete and submit this form and then continue with your order.

NDIS Form

Participant Details

NDIS Plan

I would like payment for this order to be taken from:

Details of Person Submitting This Form

Terms & Conditions
This NDIS form constitutes a Service Agreement between the participant and the Sensory Store, a registered business name of Nepean Area Disabilities Organisation.