Skip to content

Sensory Processing Awareness Month 💗 Save up to 60% off epic deals

FREE worldwide shipping for orders over $99

    FAQs

    Note: we are currently experiencing significant supply chain interruptions and shortage of staff. As a result, delivery times for orders will be longer than usual. Please be assured we are working hard to deliver every order as soon as possible.

    Shipping To Over 200 Countries
    We are proud to offer international shipping services. However, there are some locations we are unable to ship to. If you happen to be from one of those countries we will contact you.


    Lost/Missing Packages
    Sensory Joy is not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility of the original order that was made for you at no charge.


    Customs
    We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country.

     

    How long does it take for an order to arrive?
    All orders are shipped from our warehouse within 2 to 5 business days of you placing the order. Most items will arrive in about 2-3 weeks or 7-15 business days unless stated otherwise. On some occasions when products are in high demand, there will be delays due to the volume of orders. But rest assured that your order is on its way. If you're still not sure, just email us and we can offer you order specific advice. 

    Please be advised that delivery times vary and are based on your geographical location and your proximity to the nearest sorting center in your locale. Rural addresses may run to the maximum delivery time expected. Factors such as delayed logistics and customs clearance may have an impact on delivery times, which is why it may sometimes take longer than the indicated time frame for your order to arrive. 

    Below are current estimated delivery date:
     Country  Shipping Timeline
     United States  10 - 15 business days*
     Australia & New Zealand  10 - 15 business days*
     United Kingdom  10 - 15 business days*
     Canada  10 - 15 business days*

    *This doesn’t include our 2-5 day processing time.
    *All shipping times exclude clearance/customs delays.
    * Minor delay is expected due to pandemic since flights are restricted to some regions

     

    How can I cancel my order?
    Once an order has been placed, your item will automatically be ordered and shipped as soon as possible. 

     

    I entered my address incorrectly, what do I do?
    Please notify us as soon as you realise you have entered an incorrect address and we will try our best to update this prior to your order leaving our warehouse. For orders that have already left our warehouse, it It is your responsibility to provide the correct delivery address. Any additional freight charges arising from returned parcels (for example incorrect address entered at checkout, delivery not collected from Post Office within specified timeframe) will not be refunded.

     

    Can I have a tracking number?
    Our products are delivered using a tracking code. We offer a 100% satisfaction guarantee on all orders. That means no risk. We have you completely covered.

     

    Why is my tracking says "No information available at the moment"?
    For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

     

    Why have I not received any order confirmation details?
    Throughout the process we send out multiple emails, including an order confirmation and a shipping notice. If you have not received any confirmation, please contact us and we will fix it for you.

     

    Why did I only received part of my order? 
    For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.

     

    How do I contact you?
    If you have any questions that are not on this FAQ page, reach out to us through the form below.