Shipping policy

This Shipping Policy applies to orders placed through softandsensory.com for delivery within Australia and to supported international destinations.

Order processing

Orders are processed on business days, Monday to Friday, excluding Queensland and Australian public holidays.

Processing time is the time needed to prepare your order before it is given to the delivery carrier. It is separate from the carrier’s delivery time.

Once your order has been dispatched, you will receive a confirmation email with tracking information where tracking is available.

During launches, sales, public holidays or periods of high demand, processing may take a little longer. We will contact you if a significant delay affects your order.

Delivery within Australia

Orders containing sensory tools generally arrive within approximately 3–5 business days after dispatch.

Delivery may take longer for regional or remote locations, during peak periods or when delays affect the carrier’s network.

The most accurate estimate available for your address will be displayed at checkout. Delivery estimates are provided in good faith but are not guaranteed delivery dates.

International delivery

International delivery is available only to the countries and regions shown at checkout.

Delivery time varies according to the destination, selected delivery service, customs processing and local carrier conditions. The available delivery options and current estimate will be displayed at checkout.

International orders may take longer than Australian orders and may experience delays during customs processing.

Shipping costs

Shipping costs are calculated and displayed at checkout before payment.

The amount may depend on:

• The delivery destination

• The products in the order

• The parcel’s weight or dimensions

• The selected delivery service

• Any applicable shipping promotion

The customer can review the shipping charge before completing the order.

International duties and taxes

International orders may be subject to import duties, taxes, customs charges or handling fees imposed by the destination country.

Unless checkout expressly states that these charges have been collected, the recipient is responsible for paying them.

Soft & Sensory does not control these charges and cannot predict the amount. We recommend checking with your local customs authority before ordering.

If an international parcel is refused because duties or taxes were not paid, any refund will be assessed after the parcel is returned to us. Return costs, customs charges and other expenses may be deducted where permitted by law.

Orders containing multiple products

Products may sometimes be stored or fulfilled from different locations. This means items from the same order may arrive in separate parcels and at different times.

Where available, separate tracking details will be provided for each parcel.

You will not be charged additional shipping after checkout simply because an order is divided into multiple parcels.

Tracking your order

Where tracking is available, the tracking link will be emailed after dispatch.

Tracking can take approximately 24–48 hours to show its first carrier update. Some international postal services provide limited tracking after the parcel leaves its country of origin.

If tracking has not updated for more than three business days or your order has passed its latest estimated delivery date, contact Torque’s Tech Support with your order number.

Incorrect or incomplete addresses

Customers are responsible for checking that their name and delivery address are correct before completing an order.

If you notice an error, contact us as soon as possible at supportSoftandSensory@outlook.com.

We will try to update the address if the order has not been processed or dispatched, but changes cannot be guaranteed.

If a parcel is returned because the address supplied at checkout was incomplete or incorrect, the customer may be responsible for the cost of resending it. This does not apply where the addressing error was caused by Soft & Sensory.

PO Boxes and parcel lockers

Delivery to Australian PO Boxes or parcel lockers may be available where the selected carrier supports them.

Some couriers cannot deliver to PO Boxes. If the available delivery service requires a street address, this will need to be provided before the order can be dispatched.

Delivery delays

Delivery estimates can be affected by:

• Severe weather or natural disasters

• Carrier network disruptions

• Public holidays and peak shopping periods

• Customs inspections

• Industrial action

• Incorrect delivery details

• Events outside our reasonable control

We will provide updates where reasonably possible.

If we cannot supply an order within the stated timeframe or otherwise within a reasonable time, please contact us. We will review the circumstances and provide an appropriate solution in line with Australian Consumer Law.

Missing parcels

If your parcel has not arrived by the latest estimated delivery date:

1. Check the tracking link for updates

2. Check around the delivery location and with other household members

3. Check for a delivery card or collection notice

4. Contact the carrier if its details are shown

5. Contact Torque’s Tech Support if the parcel still cannot be located

Please include your order number and confirm the delivery address.

We will investigate the delivery with the carrier or fulfilment provider. If the parcel is confirmed lost, we will arrange an appropriate replacement, refund or other remedy as required by applicable consumer law.

Parcels marked as delivered

If tracking shows that a parcel has been delivered but you cannot locate it, please check:

• Around the delivery location

• With other household members

• With neighbours, reception or building management

• For a safe-place photo or collection notice

Contact us promptly if the parcel is still missing. We will help investigate with the carrier, although an investigation may take several business days.

Damaged parcels or incorrect items

Please inspect your order when it arrives.

If an item arrives damaged, faulty or different from what you ordered, contact supportSoftandSensory@outlook.com as soon as possible with:

• Your order number

• A clear photo of the item and packaging

• A short description of the issue

We will review the matter promptly and arrange an appropriate remedy.

Please refer to our Returns and Refunds Policy for further information.

Pre-orders and backorders

If a product is sold as a pre-order or backorder, the estimated dispatch period will be displayed on the product page or communicated before purchase.

If an expected dispatch period changes significantly, we will contact affected customers and provide available options.

Digital gift cards

Soft & Sensory Gift Cards are delivered electronically and do not require physical shipping.

The gift card will be sent to the email address selected during checkout. Delivery may take a few minutes. Please check junk, spam and promotions folders if it does not appear.

Contact us if a gift card has not arrived or was sent to an incorrect email address.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under Australian Consumer Law.

If a paid product cannot be supplied within the agreed timeframe or otherwise within a reasonable time, customers may be entitled to an appropriate solution.

Contact us

For delivery questions or help locating an order, contact:

Torque’s Tech Support
Email: supportSoftandSensory@outlook.com
Post: PO Box 407, Kenmore QLD 4069, Australia

Please include your order number so we can help more quickly.