FREQUENTLY ASKED QUESTIONS

Shipping and Tracking

Australia:

For the majority of our products, you can choose between Letter Post without tracking, Parcel Post or Express Post with tracking.

Orders over AUD $99 ship for free with Standard Post in Australia!

Letter post without tracking starts at $2.7. The cost will increase based on the weight of the items purchased.

Standard Shipping is between $10 and $16.1, and parcels are sent using Australia Post Parcel Post with tracking.
Express shipping for items weighting below 0.5 kg is $13 and orders are sent using Australia Post Express Post.

All these costs are displayed at checkout for you to choose the option that suits best.

New Zealand:
Some products that are manufactured in Asia are shipped directly from the manufacturer warehouse. This allows us to offer a flat shipping cost of $10 for New Zealand orders, as China Post is heavily subsidized as opposed to Australia Post that incurs much higher shipping costs for international orders.

Other products that are manufactured in the USA, are shipped from our warehouse in Australia.

For orders weighting up to 500 grams:

Australia Post Standard Shipping With Tracking - 7-12 Business is $19.

Australia Post Express Shipping With Tracking - 5-8 Business Days is $30.7.

For orders weighting over 500 grams:

Australia Post Standard Shipping With Tracking - 7-12 Business Days is $24.5.

Australia Post Express Shipping With Tracking - 5-8 Business Days is $39.5.

Many of our products ship for free worldwide from various warehouses in the world.

If you're after a product that does not have free shipping, please contact us on hello@sensorystand.com.au for a shipment quote, as we can ship anywhere in the world.

All prices are quoted in Australian Dollars, $AUD. Please note any taxes or duties are your responsibility as the purchaser. 

Once payment is confirmed and received, your order will be posted within 48 business hours. Please note that payments made by Paypal will be instantly confirmed, whereas payments made with Direct Bank Deposit Transfers may take 24 – 48 hours to process and receive confirmation.

Postage times will vary depending on your location and the location of the warehouse the product is dispatched from.

If the order is shipped from Australia, it takes 5-8 business days with Express Shipping, and 7-12 business days with Standard Shipping. However, under the new Covid-19 circumstances,shipping can take as long as 10 working days after the dispatch date (not order date).

Orders that are shipped from various warehouses around the world can take between 15 and 35 working days to arrive.

We are doing our best to ensure your order is delivered on time, however we cannot be held accountable for any delays in shipping once the items have left the warehouse. If there are any issues with the shipping, please contact us via email at hello@sensorystand.com.au.

When your order is dispatched, you will receive an email from Australia Post with a tracking number. This allows you to track your parcel on the Australia Post website anytime here: https://auspost.com.au/mypost/track/#/search

When your order is shipped from a warehouse in another country, we will send you the tracking number and a link to track your parcel if you wish to do so. If the shipping status is not up to date, please drop us a line at hello@sensorystand.com.au and we'll provide you with a shipping update.

RETURNS AND REFUNDS

If something is not precisely the best fit, please contact us within 30 days of the delivery date on  hello@sensorystand.com.au.We are happy to offer you a refund, exchange, or store credit. Because these are oral/chewable products, we cannot accept returns unless the items are unopened (plastic package must be sealed) and in the same new condition as we shipped them. We will send these items to someone else, so if you send it back, please make sure that you would feel happy to receive it!

Any associated postage costs for change of mind returns or exchanges are the customer's responsibility, with items packed appropriately, and must have tracking.

If any products should arrive faulty or damaged during shipping, please advise Sensory Stand with 7 days, and we will replace or refund your goods for you via Express Post at our cost. In this scenario, we will request that you send back the damaged item(s) at our expense.

Once your return claim is processed, your refund will be issued, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.

If you have not received the 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 on your account.
If you've done all of this and you still have not received your refund yet, please contact us at hello@sensorystand.com.au .

An order can only be cancelled before it is dispatched. Afterwards, it transforms into a return. Refer to Warranty and Returns Policy for more information. 

If your order arrives damaged, please contact us with 48 hours of accepting delivery, and we may ask for images to help investigate the damages caused.

No need to worry!  Packages do not have any pricing information.  

CHOOSING THE RIGHT CHEWIE

Oral sensory preferences can vary from person to person, or even from day to day for the same person.  But as a general rule:

- Soft / standard - always the softest level in any shape.  This level is best for mild chewing (for those who need to chew, but don't usually chew through anything they chew on.)

- Middle / XT level - firmer but still fairly chewy in most shapes.  It's closest to the firmness of pink pearl erasers.  This level is best for moderate chewers (for those who have chewed through the softest level or who chew through other items)

- Toughest / XXT level - this is the most rigid level.  Nothing chewable is indestructible, but this is usually the longest lasting level for avid / aggressive chewing.  

It's important to note that shape plays a very big role. When in doubt, it's always best to go with something softer rather than harder.  It's possible the user may eventually need something tougher, but the main goal is to choose something that they'll want to use.  And if you get something super tough straight away, they may not like chewing on something that tough.

For more information on this, check out ARK's Chewing Guide and this article on How to Choose the Right Chew.

The Grabber and/or Y-Chew can be cleaned a few different ways.  They can be:

- Scrubbed with mild soap and water, or

- Put in the dishwasher (just be sure to make sure they're secured and won't fall onto the heating element at the bottom of the dishwasher. And if you have a drying cycle on your dishwasher, it's recommended that you turn it off), or

- They can also be boiled as long as it is only for a few minutes, and as long as you wait a few hours before using again (so that they can cool to the core, not just to the touch)

This is for cleaning between single-person use. Since these products are used orally and chewed on, we recommend that each person have his or her own chew tool(s), much like they'd each have their own toothbrush.

All other ARK chews can be cleaned the same way.  For the chewelry, if boiling, the cords should be removed first (so that only the pendants are boiled).

There are a few different ways to clean the chewelry. The pendants can be:

- Scrubbed with mild soap and water, or

- Put in the dishwasher (just be sure to make sure they're secured and won't fall onto the heating element at the bottom of the dishwasher. And if you have a drying cycle on your dishwasher, it's recommended that you turn it off), or

- The pendants can also be boiled as long as it is only for a few minutes, and as long as you wait a few hours before using again (so that they can cool to the core, not just to the touch)

Absolutely!  There's no age limit to ARK's chews, both kids and adults use them. Krypto-Bite is usually the most popular shape with adults.