This policy forms part of our terms and conditions and should be read alongside them. It applies to every order you place with us.
Where we ship
We ship Australia wide, to every state and territory, including PO Boxes and Parcel Lockers.
We also ship to New Zealand, which is our only international destination. See sending to New Zealand below, because GST and duty work differently there.
What shipping costs
Shipping is calculated at checkout, based on the size and weight of your order and where it is going. You will see the exact figure, including GST, before you pay. Nothing is added afterwards.
We do not have a flat rate, because a Queen bed canopy and a set of string lights do not cost the same to send. A single figure would mean overcharging most orders or undercharging the rest.
We use Australia Post for most orders. Anything over Australia Post's weight or size limits goes by courier, at no extra cost to you beyond the figure quoted at checkout.
When your order leaves us
Orders placed before 12pm Melbourne time on a business day are dispatched the same day. Orders placed after 12pm, or on a weekend or public holiday, are dispatched the next business day.
Melbourne time means AEST in winter and AEDT during daylight saving. If you are in Queensland, Western Australia or the Northern Territory, check the clock difference before you rely on the cut-off.
Orders are picked and packed by our fulfilment partner, which is why the cut-off is firm rather than approximate.
How long delivery takes
These are Australia Post's published delivery estimates, counted in business days from the day your order is dispatched.
| Service | Within Victoria | Interstate |
|---|---|---|
| Parcel Post (standard) | 2 to 4 business days | 3 to 6 business days |
| Express Post | 1 to 2 business days | 1 to 3 business days |
Regional and remote addresses take longer than the ranges above. So do the weeks either side of Christmas. These are estimates made in good faith by the carrier, not a guarantee from us, and we will always tell you if we know your order is running behind.
Need it faster
Express Post is available at checkout. Choose it before you pay and the cost is calculated the same way as standard shipping, by size, weight and destination.
Australia Post's next business day network covers deliveries between capital cities, with two limits worth knowing: Darwin is not included, and in Perth it covers the CBD only. Everywhere else, Express Post is faster than Parcel Post but not next day.
If you need it by a particular date, a birthday or a hospital stay, call us on 0423 930 497 before you order. We will tell you honestly whether it will make it rather than take the order and hope.
Tracking your order
You will get a confirmation email when you order, and a tracking number by email when your parcel is dispatched.
If the tracking number has not arrived within two business days of ordering, check your junk folder first, then email us and we will resend it.
If your order is late, lost or damaged
You do not need to chase the courier. Until your order is delivered it is our responsibility, not yours. If a parcel is late, lost or arrives damaged, contact us and we will deal with the carrier on your behalf.
If we know an order will be delayed, we will tell you and give you a revised date. If stock runs short after you have ordered, we will contact you with the options: wait for it, swap to something else, or take a full refund. The choice is yours.
If it arrives damaged, do this
- 1
Photograph the damage, including the outer packaging if you still have it.
- 2
Email contact@sensorytent.com.au with your order number and the photos.
- 3
We arrange a replacement or a refund. You will not be out of pocket for return postage.
Damaged or faulty goods are covered by the consumer guarantees under the Australian Consumer Law, and those rights are not limited by any timeframe on this page. Our return policy sets out the detail.
Sending to New Zealand
New Zealand is our only international destination. Shipping is calculated at checkout in the same way as a domestic order.
Allow longer than an Australian delivery, and add time for customs clearance, which is outside anyone's control. Your estimate is shown at checkout.
New Zealand GST, duty and any customs charges are your responsibility as the receiver. They are not included in the price you pay us, and they are collected by New Zealand Customs or the carrier before your parcel is released. If a parcel is refused or returned because those charges were not paid, the return cost comes out of any refund.
Wrong address
We send to the address you give us at checkout, so please check it before you pay. Bed canopies and cubby houses are bulky, and a misdirected one is expensive to recover.
If the address is wrong, email us straight away. We can change it if the order has not yet been dispatched. Once a parcel is with the carrier we cannot redirect it, and a redelivery to a corrected address may cost you the postage.
NDIS orders
Shipping is itemised as a separate line on every claim-ready invoice we issue, rather than rolled into the product price. Plan managers expect to see it that way, and it makes the claim cleaner.
See our NDIS funding page for how self-managed and plan-managed orders work.
Need it by a certain date?
Call before you order and we will tell you honestly whether it will make it.