Shipping and Returns - The Sensory Store

Shipping

The Sensory Store offers flat-rate shipping for $15.99, with free shipping on orders of $75 or more (after applying any coupons or discounts). Please note that some large or bulky items are available for in-store pickup only. Any pickup-only restrictions will be clearly noted on the individual product page. You may call us to get a separate shipping quote for these items.

Shipping & Order Processing

At The Sensory Store, we understand that many of the products we carry are purchased to support immediate sensory, therapeutic, educational, or communication needs. Because of this, we make every effort to process and ship orders as quickly as possible.

Orders are typically processed and shipped within 24 business hours of being placed. Orders received on weekends or holidays will be processed on the next business day.

While we strive to meet this timeframe for every order, occasional delays may occur due to high order volume, weather events, carrier disruptions, or inventory availability.

Inventory Availability

We work hard to maintain accurate inventory levels both in-store and online. However, due to simultaneous in-store and online sales, inventory discrepancies may occasionally occur.

If an item in your order is unavailable or backordered, we will contact you as soon as possible using the email address or phone number provided with your order. Our team will explain the situation and discuss the available options, which may include:

Waiting for the item to be restocked.
Selecting a comparable replacement product.
Shipping the available items separately (when practical).
Canceling the unavailable item and issuing a refund.

We will never substitute a product without your approval.

Shipping Confirmation

Once your order has shipped, you will receive a shipping confirmation email that includes tracking information, allowing you to monitor your package’s delivery progress.

Delivery Times

Delivery estimates begin once your order has shipped and are determined by the shipping carrier selected at checkout. While we partner with trusted carriers, delivery dates are estimates and cannot be guaranteed. The Sensory Store is not responsible for delays caused by weather, carrier service interruptions, or other circumstances beyond our control.

Questions About Your Order

If you have questions about your order or shipping status, we’re happy to help.

The Sensory Store
Email: customerservice@thesensorystores.com
Phone: 970-462-3615
Website: www.thesensorystores.com

Our goal is to provide exceptional service from the moment you place your order until it arrives at your door. If an issue arises, our team will communicate promptly and work with you to find the best possible solution.

Return Policy

At The Sensory Store, we want you to feel confident in your purchases. If a product isn’t the right fit, we’re happy to help.

Unused merchandise may be returned within 30 days of purchase with a receipt for a full refund or exchange.
Merchandise must be in its original packaging and in new, resalable condition.

Due to health and safety regulations, the following items cannot be returned or exchanged:

Chewable products including chewelry, chew tubes, and all oral motor tools.
Any item that has been used in or around the mouth.
Opened personal care or hygiene products.
Products that show signs of use, damage, or excessive wear.

Sensory Products

We understand that sensory needs are unique and not every item is the right fit. Our team is happy to help you explore products in-store whenever possible before purchase to increase the likelihood of finding the perfect match.

Defective Merchandise

If an item is defective or breaks due to a manufacturing issue, please bring it back within 30 days with your receipt so we can evaluate it for replacement or exchange.

Online Return Policy

Products purchased through The Sensory Store’s online store may be returned in accordance with our standard Return Policy. Because online purchases require shipping, the following additional terms apply.

Initiating a Return

Before returning an item, please contact our Customer Service team to obtain return instructions. This allows us to ensure your return is processed quickly and accurately.

Please provide:

Your order number
The item(s) you wish to return
The reason for the return

Customer Service can be reached at:

The Sensory Store
Email: customerservice@thesensorystores.com
Phone: 970-462-3615
Website: www.thesensorystores.com

Preparing Your Return

Returned merchandise must be securely packaged to prevent damage during transit. Whenever possible, items should be returned in their original packaging with all accessories, manuals, tags, and included components.

Customers are responsible for ensuring returned items are packaged appropriately. Damage resulting from inadequate packaging during return shipment may reduce or eliminate eligibility for a refund.

Return Shipping

Unless the return is the result of our error, a defective product, or damage that occurred before delivery, customers are responsible for the cost of return shipping.

Customers may use the carrier of their choice. We recommend using a shipping service that provides tracking and, for higher-value purchases, shipping insurance. The Sensory Store cannot issue refunds for returns that are lost or damaged while being shipped back to us.

Original outbound shipping charges are non-refundable except when the return results from our error or a verified product defect.

Inspection & Refunds

Once your return is received, our team will inspect the merchandise to verify it meets the requirements of our Return Policy.

If approved, refunds will be issued to the original method of payment. Please allow 5–10 business days for your financial institution to post the credit after the refund has been processed.

If the returned merchandise does not meet our return requirements, we will contact you to discuss the available options, including returning the merchandise to you at your expense.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive an incorrect item, please notify us within 7 days of delivery. To help us resolve the issue as quickly as possible, please include:

Your order number
A description of the issue
Photographs of the product and the shipping packaging, when available

If the issue is determined to be the result of shipping damage, a manufacturer defect, or our fulfillment error, The Sensory Store will provide the appropriate resolution, which may include a replacement, exchange, prepaid return shipping, or a full refund.

Our Commitment

At The Sensory Store, we recognize that many of our products play an important role in supporting sensory regulation, communication, learning, and daily living. Our goal is to make every online purchase as seamless as possible. If something isn’t right, we encourage you to contact us. Our team is committed to working with you promptly and fairly to find the best possible solution.