FAQ

  • Payment Methods

    We accept Mastercard, Visa, Paypal 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 which can be 1-2 business days for Direct Bank Deposit or 2-4 business days if paid via your NDIS plan.

    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.

  • Postage and Delivery

    We offer a flat rate of $9.95 shipping for items under 5kg Australia wide on most of our stock. Items between 5kg- 22kg in NSW are offered at a flat rate of $14.95. For items 5-22kg postage to Victoria and ACT rate is $25 flat rate. All other weights and locations are by quotation.

    Please note, some surcharges apply on postage for bulkier items and will be indicated on the product’s page.

    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 1300 738 229 or email sensorystore@nado.org.au

    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.

  • Pick Up

    You are welcome to pick up your items from The Sensory Store at NADO, located 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.
  • Returns and Refunds

    The Sensory Store at NADO is committed to providing quality products to our customers. If the product you receive has been damaged, please contact us within 7 days and we will work with you to replace or refund the amount of the item.

    Exchanges and Refunds

    You have 28 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 sensorystore@nado.org.au 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 sensorystore@nado.org.au 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.

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