Frequently Asked Questions

If the product is in stock, we usually ship within 1–2 business days. Since all our products are handcrafted in small batches, some orders may experience minor delays. We’ll let you know if there’s any hold-up.

We ship Australia-wide using trusted couriers. Small items are typically sent via Australia Post. Larger items may ship via alternate courier services based on your location.

Australia Post delivery estimates:

• Regular Post: 2–9 business days
• Express Post: 1–3 business days
• Larger courier delivery times vary and are shown at checkout.

Yes. Once your order is booked with a courier, you’ll receive an email with tracking details so you can follow your delivery.

Yes. You can pick up your order from our partner OT clinic, Upside Down Therapy, in Alderley, Brisbane. We’ll email you when it’s ready for collection, along with pickup instructions.

We assess returns and refund requests on a case-by-case basis. While we do not offer refunds for change of mind, we always aim to be fair and reasonable.

Unfortunately, due to the specialised nature of our products, we don’t offer returns or refunds for change of mind. Please contact us before purchasing if you’re unsure.

If your order hasn’t been dispatched yet, we may be able to make changes. Contact us immediately at hello@sensoryu.com.au or call 0403 031 696.

Please contact us with your order details and a description (plus photo or video if possible). If a return is required, we’ll provide instructions.

We provide a One-Year Limited Warranty on all SensoryU-manufactured equipment. It covers defects in materials or workmanship for 12 months from the date of shipment.

The warranty includes repairs or replacements for manufacturing faults. It does not cover misuse, unauthorised modifications, outdoor use of indoor items, or general wear and tear.

Yes. Our warranty is in addition to your rights under Australian Consumer Law. You may be entitled to a refund or replacement for a major failure, or repair for minor issues.

Email hello@sensoryu.com.au with a description of the issue. We’ll assess your claim and let you know the next steps.

Yes, we accept Plan-Managed and Self-Managed NDIS orders. Unfortunately, we cannot accept NDIA-managed (agency-managed) orders.

Not all items are eligible. High-risk items (like swings and weighted products) cannot be purchased with NDIS funds. Please consult your therapist or plan manager before purchasing.

No. Due to the administrative complexity, we are unable to offer refunds or exchanges on NDIS orders. Warranty coverage still applies for eligible issues.

Yes. All SensoryU equipment is handcrafted, and we offer customisation based on your space or therapeutic needs – such as adjusting size, features, or colour.

Just contact us by booking a consult! We’ll discuss your space, goals, and options, then help design and build a solution that’s functional, safe, and purpose-built for your needs.

Yes. We design custom suspension frames tailored to your room size, ceiling height, and therapy needs. All designs are reviewed by engineers for structural safety.

Yes. We offer personalised online consults to help design therapy spaces that meet ASI fidelity and safety standards. Perfect for therapists and educators.

• A 30-minute online session
• Personalised sensory gym layout
• Equipment advice and safety guidance
• Support aligned with ASI principles

Therapists, educators, and anyone designing a sensory space. We offer practical, expert advice based on real clinical experience and equipment design knowledge.

You can book a consultation online using our scheduling form or booking link. If needed, just contact us and we’ll help arrange a time.

We’re a family-run business based in Brisbane. Our handcrafted equipment is designed to help children move, regulate, and thrive—built with purpose, made with love.

Yes. Our products are grounded in Sensory Integration principles and co-designed with therapists from Upside Down Therapy. They’re therapist-approved and child-tested.

Every product is made in small batches using locally sourced materials. This allows us to maintain high standards and offer flexible customisation for each customer.

Yes. All SensoryU products that are marked as Australian Made meet the criteria for Australian Made certification. We proudly support local suppliers, ethical production, and sustainable sourcing.

Our small-batch approach allows us to maintain strict quality control, focus on individual needs, and provide personalised equipment that supports real therapeutic outcomes.