Sensory Support – South Africa

1. What types of products do you sell?

We sell fidget toys, sensory tools, calming aids, and stimulation products for people of all ages and neurotypes.

2. How do I place an order?

Add your items to the cart, proceed to checkout, and complete payment through Bob Pay, our secure payment gateway.

3. What is Bob Pay?

Bob Pay is a trusted South African payment gateway that ensures secure online checkout.

All transactions are encrypted. We never store your card details.

4. Which payment methods do you accept?

All payment options available through Bob Pay, including:

•  Credit and debit cards (Visa, Mastercard) 
• Instant EFT (instant electronic funds transfer from major SA banks)

5. Do you deliver nationwide?

Yes! We use Bob Go for national deliveries across South Africa.

Bob Go automatically assigns the most suitable courier listed below:

• The Courier Guy

• RAM

• Fastway

• Internet Express

• SkyNet

• Citi Sprint
• MTE Xpress
• Pargo

6. How long does delivery take?

Bob Go estimated delivery times:

• Major cities: 1–3 working days

• Regional areas: 2–4 working days

• Remote/outlying areas: 3–7 working days

Delivery times may vary depending on the assigned courier.

7. How much does delivery cost?

Shipping fees are calculated in real time at checkout using Bob Go’s courier pricing, based on:

• Your location

• Parcel size

• Weight

• Available couriers

8. How do I track my order?

Once your parcel is booked via Bob Go, you will receive:

• A Bob Go tracking link, or

• The courier’s direct tracking number

• You can also visit our tracking page on our website at Track My Delivery

This allows you to follow your delivery from dispatch to arrival.

9. What if my parcel arrives damaged or incomplete?

Please notify us within 48 hours and include photos of:

• The packaging

• The damaged item(s)

We will log an investigation through Bob Go and the assigned courier.
If confirmed, we will arrange a replacement, refund, or store credit.

10. What happens if my parcel is lost in transit?

If tracking shows no progress, we assist in logging a claim with Bob Go.
Once the courier confirms the parcel is lost, we will replace your order or issue a refund.

11. What is your returns policy?

We accept returns for:

• Defective items

• Incorrect items

• Unused items returned within 7 days

For hygiene reasons, some sensory items (e.g., chewable items) cannot be returned unless defective.
See our full Returns Policy for details.

12. Do you offer refunds?

Yes. Refunds are issued via EFT or store credit once the returned item is received and inspected.

13. Can I change or cancel my order?

If your order has not yet been booked through Bob Go, we may be able to change or cancel it.
Once a parcel is booked or shipped, cancellations are no longer possible.

14. Do you ship internationally?

We currently ship within South Africa only through Bob Go.

15. Do you have a physical store?

We are an online-only store. This allows us to keep prices competitive.

16. How do I contact customer support?

For order, payment, or delivery queries:
support@sensorysupport.co.za

We aim to reply within 24–48 hours.