Frequently Asked Questions

Have a question?

If you don't find the answer to your question here, please contact us so we can assist you
Orders and Delivery

Do you have a shop where I can collect my order?

Sensory Stuff is purely an online store and we don’t have a collections depot or a shop.  We do however deliver at really reasonable rates.

Can I get a Quote before Placing my Order?

Should you need a quote before placing an order, we will gladly assist you.

Please email us at info@sensorystuff.co.za with the following information

  • The products you would like us to quote on and quantities
  • The delivery address so we can quote courier costs
  • A phone number so we can call you if we have any queries regarding your quote

How much does delivery cost?

Delivery cost depends on the size and weight of your order.  This is calculated at” checkout” or you can get an estimate from “My Cart”.

Pop the items you would like to purchase into your cart, provide your delivery address and you will be able to see your delivery cost.

Where do you Deliver to?

We deliver to almost anywhere in South Africa via our courier partner Fastway Couriers.

How long will it take to deliver my order?

We endeavor to have your order packed and delivered to you as quickly as we can.  Orders are collected Monday to Friday (public holidays excluded) by Fastway Couriers. Depending on the time your order is placed and our courier collection time, we will always try and dispatch your order on the day it is received. Our cut off time is usually around 10 am.

We are based in Johannesburg and approximate time to deliver your order from day we dispatch would be:

Johannesburg and surrounding areas – 2 working days

Cape Town and surrounding areas – 3 working days

Durban and surrounding areas – 2 working days

All Outlying areas – 3 to 5 working days

How do I track Delivery of My Order?

When we pack your order and create a shipping label you should receive an email with your parcels tracking number. When your parcel is collected from us and the label is scanned, you will be able to track the delivery of your parcel by clicking on the label number provided on your email.  When you see a message saying “Onboard – the parcel is onboard the Courier vehicle”, your parcel is out for delivery to you.

Should you not receive an email with tracking details, please contact us so we can provide you with the tracking details or an update on the progress of your parcel’s delivery.

We track the delivery of all our outgoing parcels from the time they leave our premises to you receiving your parcel.  Should we notice a problem with the delivery we will contact Fastway Couriers for an update. If you however have a query, please do contact us to assist.

How can I cancel my order?

We’ll be sad that you want to cancel your order but happy to help! All you need to do is phone us or drop us an email, include your order number and request and we will be able to cancel your order and refund any payment made using the original payment method.

Please note that cancellation of your order can only be done if your order has not yet been dispatched.

Can I exchange, or return my purchase for a refund?

We do exchange or replace items under certain circumstance (excluding shipping and handling charges). Please refer to our “Returns Policy” for detailed information. The link can be found on the footer of our website.

You are also welcome to contact us via email or Whatsapp to assist.

Customer Information, Your Account and Payments

What measures are in place to protect my privacy?

Sensory Stuff has made every effort to secure your personal information. We have an SSL Security Certificate on our website. You can view the information by clicking on the padlock in your browser for more information. We also have additional login security for our website admin site.

Your card details are not saved on our website. The only information we retain is detailed in our privacy policy. The information is only used to enhance your shopping experience and delivery of your order. We do share these details with our courier delivery company to get your order delivered to you.

Should you wish to have your details removed from our database, please contact us to assist.

What payment methods are available?

Payment can be made via PayFast’s secure payment gateway

  • Credit Card – Masterpass – Instant EFT – SnapScan – Zapper – RCS Store Cards
  • You can also make a direct EFT payments to our bank. Our bank details will be provided on your invoice, once your order is placed.

Should you be paying by direct EFT you are welcome to contact us to verify our banking details.

I've forgotten my password!

No problem, we can help you. Click on the “Lost your password?”” link on the “My Account” page. Provide your user name or email address you originally registered with and click the reset password button.  You should receive an automated email with a reset password link where you can reset your password.

If you don’t receive an email to reset your password or have any problems with resetting your password. Please contact us and we will assist you

My email address has changed. How do I update my account?

Login with your email address that your account was registered with, and your password

Go to Your Account > Account Details

Change your old email address to your new one and save your changes.

Your new email address will be your user Login going forward.

Where can I get a copy of my Invoice?

Invoices for previously placed orders should be stored under “My Account > Orders” and can be downloaded if you are logged in.  Should you not find an invoice you are needing, please contact us to assist you with a copy.

Is Sensory Stuff VAT Registered?

Yes, we are VAT registered.  Should you need a Tax Invoice reflecting your VAT number, please contact us with your VAT registration details and we will gladly assist you.