SHIPPING

• FREE SHIPPING for orders over $75*
  
  
• FLAT RATE $11 for orders under $75 - to anywhere in Australia!
  
  * Excluding Bulky Long Distance Orders (TAS, WA, NT)
  We want to make it as fair as possible for ALL Australians to access the sensory and therapy products they need, regardless of where you live.  That's why even though the cost to us significantly increases when we ship to rural or remote areas or ship a long distance, we have chosen to only pass a small amount ($24) of this cost on to our customers ❤️
  
  For any orders under $75 we have a small FLAT RATE shipping fee of $11 in order to cover our expenses for those small orders and this allows us to stay in business as a small Aussie, family run business.  

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Shipping to a PO Box:

IMPORTANT: Please enter a street address rather than a PO Box address if possible, and please note that we cannot ship a Swing Stand to a PO Box.  We ship within Australia only at this stage, and utilise the shipping companies Shippit and Australia Post. 

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Shipping Timeframes: 

We aim to ship all parcels with tracking within 2 business days of receiving your order, with the exception of Crash Bags and Special Order Items.

SPECIAL ORDER ITEMS:

Some of our larger or made-to-order products (like Crash Bags and Swing Stands) are listed as Special Order.  This means they are hand-made to order or may not be held in stock at all warehouse locations, and could require an additional 2–5 business days before dispatch.

We offer these items to provide a wider range of sensory solutions and locally made products, without overstocking — keeping our prices fair and our options flexible for families.

If your order includes a Special Order item, the entire order will generally be shipped together. If you’d prefer your other items to be sent within our standard 1–2 business day timeframe, please place a separate order for your Special Order items to avoid delays or if you have already placed your order please send us an email.

Thank you for your patience – and rest assured, these items are worth the short wait!

 

RETURNS POLICY

• We encourage you to contact us straight away if you are not happy with your order, or if any items are defective.
• We are happy to offer an exchange only for 'change of mind' merchandise returns (excluding sale items) for a period of no longer that 14 days from the date of order, however shipping costs are the responsibility of the customer and your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• All returns must be shipped with a tracking number and require a signature by a Sensory Super Heroes employee.
• For hygiene reasons, returns for all oral / chew and earplug products will be limited to defective merchandise only. 
• Before you purchase, please feel free to contact customer service on 0468 778 737 with any questions concerning our return policy.

REFUNDS (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-10 business days.

LATE OR MISSING REFUNDS (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@sensorysuperheroes.com