FAQ

 Where are you located?
We’re a home-based, family-run business located in Ipswich, QLD. We’re an online store only, proudly shipping Australia-wide.

Can I pick up my order locally?
Yes! Select Local Pickup at checkout and we’ll be in touch to arrange a collection time that suits you.

Who runs My Autism Store?
Hi! I’m Euly — a mum of all boys (yes, it’s loud), with our youngest on the spectrum.
This store was born from our family’s journey and the daily challenges we’ve faced navigating support tools, therapies, and everyday life.
We’re a small, heart-led business — built with love, chaos, and lots of sensory toys.
Real people, not a warehouse — and we’re here to help however we can.

Q: I’m not sure what I need. Can you help me choose?
A: Absolutely. We understand that everyone’s needs are unique. You’re welcome to email or text us for personalised recommendations. We're here to support individuals, carers, and educators.

Q: Can you help me find a product that’s not listed on your website?

A: Yes! We offer a free product sourcing service.

Just email us at hello@myautismstore.com.au with a description, photo, or link of what you’re looking for. We’ll check with our trusted suppliers and do our best to find it for you. If we locate it, we’ll send you pricing and delivery details so you can decide before committing.

If you're an NDIS participant with funding under Consumables, you may be able to use it to purchase from us.

While My Autism Store is not a registered NDIS provider, we support both self-managed and plan-managed participants.

• Self-Managed:
  Order online and choose Local Pickup at checkout (no payment required). Then submit your claim via the NDIS portal and pay once reimbursed.
  Or email us your order (screenshot is fine) and we’ll send you an invoice to claim and pay later.
   
• Plan-Managed:
  Email us your order and we’ll send an invoice to you or directly to your plan manager. Your order will be processed once payment is received.
   

📦 All orders are shipped after payment is confirmed.

🌏 Visit ndis.gov.au for more info.

Need help? Email us at hello@myautismstore.com.au — we’re happy to assist.

We offer a variety of secure and easy payment options to suit your needs:

• Credit & Debit Cards (via Square or PayPal)
   
• PayPal
   
• Direct Bank Deposit (EFT)
   

Simply choose your preferred payment method at checkout.
All major cards are accepted, and you're welcome to use direct deposit if that works better for you.  

We aim to process your order as quickly as possible once payment has cleared.

Delivery times vary depending on your location. If an item is out of stock, we’ll ship all available items first, and any backordered products will follow as soon as they’re ready.

Please note: Some products may be ordered from our suppliers or shipped directly via dropshipping. In these cases, additional delays may occur — but we’ll always keep you informed along the way.

If you have any questions about your order or delivery time, feel free to contact us at hello@myautismstore.com.au.

 If your order arrives damaged, please contact us via email at hello@myautismstore.com.au within 48 hours of receiving the delivery.

To help us resolve the issue quickly, we may ask you to provide:

• Clear photos of the damaged item(s)
   
• Photos of the packaging and shipping label
   
• A brief description of the issue
   

This helps us assess the situation and determine whether the damage occurred in transit or due to other factors.

Please note:

• We do not accept returns or offer refunds for items that are damaged due to misuse, general wear and tear, or failure to follow product care instructions.
   
• Claims made outside the 48-hour window may not be eligible for replacement or refund.

 At My Autism Store, we want you to feel confident in every purchase. We offer a 14-day money-back guarantee, subject to the conditions below.

If your item arrives damaged or faulty, please notify us within 48 hours of receiving your order by emailing hello@myautismstore.com.au.

We may request:

• Photos of the item and packaging
   
• A description of the issue
   
• Your order details or proof of purchase
   

Once assessed, we will offer a repair, replacement, or refund, depending on the situation. We will cover return shipping for confirmed faulty items.

Changed your mind? No problem.

You are welcome to return items for a store credit, provided:

• Items are returned within 14 days of purchase
   
• Items are unopened, unused, and in original packaging
   
• You provide proof of purchase
   
• Return postage is covered by you
   

To request a return or exchange, please email us at hello@myautismstore.com.au before sending any items back.

For hygiene and safety reasons, we cannot accept returns or exchanges on:

• Chewable or oral sensory items
   
• Weighted items (if used)
   
• Body or skincare products
   
• Custom or special-order items
   
• Items showing signs of wear or use
   

• Items returned without prior contact may not be accepted
   
• Store credit is valid for 6 months from issue
   
• We reserve the right to refuse any return that does not meet the above conditions
   
• This policy complies with Australian Consumer Law, and your rights under the law are not affected
   

Need help with a return? We're happy to assist.
📧 Email: hello@myautismstore.com.au

 Yes, we welcome international orders!

If you're located outside of Australia, please email your order details and full shipping address to hello@myautismstore.com.au, and we’ll provide a personalised shipping quote based on your location and items.

International orders are shipped via Australia Post. Tracking will be provided where available.

• Shipping costs, delivery times, and tracking availability will vary depending on your location
   
• Customs fees, import taxes, or duties (if applicable) are the responsibility of the customer
   
• Once your order leaves Australia, delivery timeframes and tracking updates are managed by your local postal service
   
• We are not responsible for delays due to customs processing, postal disruptions, or incorrect address details
   
• All international orders must be paid in full before dispatch
   

If you have any questions about international delivery, don’t hesitate to contact us. We’re happy to help!

📧 hello@myautismstore.com.au

We ship all orders via Australia Post and aim to keep delivery costs as affordable as possible. However, please note that postage and freight rates are continually changing and may vary based on item size, weight, and destination.

• Shipping fees are calculated at checkout
   
• You will receive a tracking number once your parcel has been dispatched
   
• If your parcel hasn’t arrived within a reasonable time, please contact us at hello@myautismstore.com.au so we can follow up with Australia Post
   

• Bulky or oversized items may attract additional shipping charges
   
• These will be quoted separately after you place your order
   
• We’ll contact you if a surcharge applies before processing your payment
   
• We reserve the right to cancel or amend orders if shipping costs are significantly higher than standard rates
   

• Local delivery is available within the Ipswich QLD area
   
• Fees may apply depending on location and order size
   
• We’ll confirm any delivery fees before processing your order
   

Ordering multiple items?
We're happy to combine postage where possible to save you money.

📧 Email us at hello@myautismstore.com.au, or
📱 Text/Call us on 0458 869 000 before placing your order and we’ll do our best to adjust shipping costs.

• We are not responsible for parcels delayed or lost by Australia Post, but we will assist with claims where possible
   
• Please ensure your delivery address is accurate — we cannot replace items sent to incorrect addresses provided by the customer
   
• All orders are shipped once payment has cleared in full