Returns & Exchanges Policy

At The Sensory Supply, we understand that sometimes a product may not meet your expectations or fit your needs. That's why we have a hassle-free return and exchange policy in place to ensure your satisfaction along with no restocking fees.

14-60 Day Return & Exchange Policy

We offer a generous 14 to 60 day return and exchange policy window (product dependent), giving you ample time to decide if the product is right for you. This means that depending on your product, you'll have from 14 to 60 days from the date of receiving your item to request a return or exchange - excluding specialty items where indicated on their product page. The Sensory Supply does not charge for any restocking fees but note that original & return shipping costs are non-refundable.

Please refer to our product pages for specific return policies & windows on specific products.

Eligibility Criteria

To be eligible for a return or exchange, the item must meet the following criteria:

  • The item must be in the same condition as when you received it.
  • The item must be unused & in brand new condition.
  • The item must have all original tags and packaging intact.
  • The item must be unopened *certain products only
  • You must provide the receipt or proof of purchase.

How to Initiate a Return or Exchange

If you would like to initiate a return or exchange, please contact our customer service team at hello@thesensorysupply.com with your order number and proof of purchase. Our friendly team will guide you through the process as well as provide instructions on where to send your package.

We strongly recommend shipping by a traceable and insurable carrier as we cannot be held responsible for items lost, damaged, or destroyed during return shipping.

Please note that returns or exchanges sent without prior authorization will not be accepted.

Damages and Issues

Upon receiving your order, we kindly ask that you inspect the items for any defects, damages, or if you have received the wrong item. If you encounter any issues, please contact us immediately so that we can assess the situation and make it right.

There are no fees on items that are damaged-due-to-delivery or on factory/manufacturer defective items.

Exceptions and Non-Returnable Items

While we strive to accommodate all returns and exchanges, there are certain items that cannot be returned due to their nature. These include perishable goods, custom products, personal care goods, vacuum sealed/compressed products, hazardous materials, flammable liquids, and gases. Additionally, sale items and gift cards are non-returnable.

If you have any questions or concerns about the eligibility of your item for return or exchange, please reach out to our customer service team for clarification at hello@thesensorysupply.com or call (800) 881-4997 for further assistance.

Exchanges

If you wish to exchange an item within the allowed time window for a different size, color, or style, the fastest way to ensure you get what you want is to return the original item and make a separate purchase for the new item. Our customer service team can assist you with any questions or concerns regarding exchanges and you'll be reimbursed for your original item once it arrives at our warehouse - minus the cost of return shipping if not pre-paid.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed within 10 business days and automatically credited to your original payment method minus the cost of return shipping if not pre-paid. Please note that it may take additional time for your bank or credit card company to process the refund. 

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact our customer service team at hello@thesensorysupply.com or call (800) 881-4997 for further assistance.