FAQ

Where are we located?

My Autism Store is a home-based, family-run online business located in Ipswich, QLD.

We operate exclusively online and proudly ship Australia-wide.

Yes. Local pickup is available in Ipswich, QLD by appointment only.

Simply select Local Pickup at checkout and we will contact you to arrange a suitable collection time. Address details are provided after confirmation.

Hi, I’m Euly — a proud mum of all boys (yes, it’s loud!), with our youngest on the autism spectrum.

My Autism Store was created from lived experience — navigating therapies, sensory tools and everyday challenges. I understand how overwhelming it can feel to find the right supports.

This is a small, heart-led business built on real-life understanding, not a warehouse. Every product is chosen with care, and we’re here to support families, carers and educators with practical, thoughtful solutions.

I’m not sure what I need. Can you help me choose?

Absolutely. We understand that everyone’s needs are different. If you’re unsure which product is most suitable, feel free to email us at hello@myautismstore.com.au for personalised recommendations.

We’re here to support individuals, families, carers and educators in choosing practical and appropriate tools.

Q: Can you source a product that isn’t listed on your website? 

A: Yes. We offer a complimentary product sourcing service. 

If you’re looking for a specific item that isn’t currently listed, simply email us with a description, photo or link. We will check with our trusted suppliers and confirm availability, pricing and estimated delivery time before you commit to purchasing. 

If you are an NDIS participant with funding under Consumables or Core Supports, you may be able to purchase eligible items from My Autism Store.

Please note: My Autism Store is not a registered NDIS provider. We support self-managed and plan-managed participants only. We are unable to process NDIA-managed (agency-managed) orders at this time.

NDIS funding can only be used for supports that are considered reasonable and necessary under your plan.

As we are unable to view or assess individual plans, it is the participant’s responsibility to ensure items are suitable and claimable under their funding. If unsure, we recommend confirming eligibility with your Support Coordinator, Plan Manager or allied health professional prior to purchase.

You may:

• Place your order online and pay at checkout. A tax invoice will be emailed to you to submit through the NDIS portal for reimbursement.

OR

• Email your order to hello@myautismstore.com.au and request an invoice prior to payment.

Orders are dispatched within 3–7 business days once payment has been received.

Email your order to hello@myautismstore.com.au including:

• Participant name
• NDIS number
• Plan Manager email address

We will issue an invoice to you or directly to your Plan Manager.

Orders are processed and dispatched within 3–7 business days once payment has been received.

• Quotes can be provided upon request.
• Orders cannot be dispatched until payment has cleared.
• Bulky items requiring freight approval will only be dispatched once freight has been confirmed.
• It is the participant’s responsibility to ensure items align with their NDIS plan.

For more information about the NDIS, visit ndis.gov.au

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

 We offer secure and convenient payment options at checkout:

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

Simply select your preferred payment method at checkout.

All major cards are accepted. Orders are processed once payment has been received in full.

 How Long Will My Order Take?

Orders are typically dispatched within 3–7 business days after payment has been received.

Once dispatched, delivery time will depend on your location and Australia Post timeframes. Tracking details will be emailed once your parcel has been sent.

If an item is temporarily out of stock, we will contact you with an update before dispatch.

Some products may be ordered from our suppliers or shipped directly via dropshipping. In these cases, dispatch or delivery times may be slightly longer. We will always keep you informed if delays occur.

Bulky items requiring freight approval will be dispatched once freight has been confirmed.

If you have any questions about your order, please contact us at hello@myautismstore.com.au — we’re happy to assist.

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

To help us resolve the issue quickly, please include:

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

This allows us to assess the damage and determine whether it occurred during transit.

Once reviewed, we will provide a suitable resolution in line with Australian Consumer Law, which may include a replacement or refund where appropriate.

 At My Autism Store, we want you to feel confident in every purchase. We offer returns in accordance with Australian Consumer Law and the conditions outlined 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 provide a suitable remedy in line with Australian Consumer Law, which may include a repair, replacement or refund where appropriate. Return shipping will be covered for confirmed faulty items.

We accept change-of-mind returns for store credit only, provided:

• The item is returned within 7 days of purchase
• The item is unopened, unused and in original packaging
• Proof of purchase is provided
• Return postage is covered by the customer

Please contact us prior to returning any item. Items returned without approval may not be accepted.

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

• Chewable or oral sensory items
• Used weighted products
• Body or skincare products
• Custom or special-order items
• Items showing signs of wear or use

• Store credit is valid for 6 months from issue
• We reserve the right to refuse returns that do not meet the above conditions
• This policy does not exclude your rights under Australian Consumer Law

If you need assistance with a return, please contact hello@myautismstore.com.au — we’re happy to help.

 At this time, we currently ship within Australia only.

If you are located outside Australia and would like a quote for international shipping, please email us at hello@myautismstore.com.au with your full delivery address and the items you are interested in.

We’ll provide a shipping cost and timeframe based on the details you provide.

Please note:

• International shipping costs, delivery times and tracking availability may vary depending on destination and local postal services.
• Any 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 or issues caused by customs clearance or overseas postal systems.

We’re happy to help — just reach out!

We ship all orders Australia-wide via Australia Post and aim to keep delivery simple and transparent.  Orders are typically dispatched within 3–7 business days after payment has been received. Tracking details will be provided once your parcel has been sent.

Standard shipping is a flat rate of $12.95 Australia-wide.

This applies to items that fit within Australia Post parcel size limits (up to 5kg and within satchel or parcel dimensions).

Oversized or heavy items (such as sensory swings, crash mats or large seating) require a separate freight quote.  Freight is calculated based on item size and delivery postcode. We will contact you to confirm freight costs before dispatch.  Orders requiring freight approval will only be dispatched once freight has been confirmed.

Local pickup is available by appointment only. Orders must be paid in full prior to collection. Address details are provided after confirmation

• Delivery timeframes depend on Australia Post schedules once dispatched.
• We are not responsible for courier delays but will assist with enquiries where possible.
• Please ensure your delivery address is entered correctly at checkout. We are not liable for parcels sent to incorrect addresses provided by the customer.
• All orders are shipped once payment has cleared in full.

Many of our sensory products, including chewable items and small fidgets, may present a choking risk if used incorrectly or without appropriate supervision.

Some items contain small parts and are not suitable for children under 3 years of age.

Products should always be used under appropriate adult supervision and in accordance with manufacturer guidelines.

It is the purchaser’s responsibility to ensure products are suitable for the individual’s age, ability and specific needs.

If you are unsure whether a product is appropriate, please contact us before purchasing.

 While we do our best to keep stock levels accurate, availability may occasionally vary.

If an item you have ordered becomes unavailable or delayed, we will contact you as soon as possible to offer a refund, replacement, or updated dispatch timeframe.

If a product is currently out of stock online and you would like to place a backorder or check availability, please email hello@myautismstore.com.au or text 0458 869 000 and we’ll be happy to assist.