Shipping policy

Shipping & Delivery Policy

Last updated: 27/08/26

At The Neurodivergent Mum, we want to make ordering as simple and stress-free as possible.

We offer a combination of digital resources and physical products, with our physical products supplied and fulfilled by carefully selected Australian suppliers and fulfilment partners.

Because of this, some physical products may be shipped directly from our supplier to you rather than from The Neurodivergent Mum.

This allows us to offer a wider range of products without holding large amounts of inventory ourselves.

Where We Ship

We currently ship physical products to Australian addresses.

Shipping availability may vary depending on the product, supplier and delivery location.

The available shipping options and applicable costs will be shown at checkout before you complete your purchase.

At this stage, international shipping is not available unless specifically stated on the individual product listing.

How Your Order Is Fulfilled

When you purchase a physical product from The Neurodivergent Mum, your order may be sent directly from one of our Australian suppliers or fulfilment partners.

This means:

Your order may not be shipped from The Neurodivergent Mum directly.
Different products may be dispatched from different locations.
Products within the same order may arrive separately.
You may receive more than one tracking number.
Your parcels may arrive on different days.

This is a normal part of our fulfilment process.

Your purchase is still made through The Neurodivergent Mum, and we're here to assist you if you have any questions about your order.

Processing & Dispatch Times

Orders are generally processed within 1–3 business days.

Some products, particularly larger, heavier or specialist items, may require additional processing time.

Where a product has a different processing or dispatch timeframe, this will be stated on the relevant product page where possible.

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

Estimated Delivery Times

Delivery times can vary depending on:

Your location
The product purchased
The supplier fulfilling your order
The courier or freight provider
Whether the delivery is to a metropolitan, regional or remote area
The size and weight of the product
Public holidays
Unexpected courier or supplier delays

As a general guide, Australian deliveries may take approximately:

Metro areas: 2–7 business days
Regional areas: 4–10 business days
Remote areas: Delivery may take longer

These are estimated delivery timeframes only and are not guaranteed delivery dates.

Some large, bulky or specialist products may have longer or different delivery timeframes.

Please refer to the individual product listing and checkout for any specific shipping information.

Tracking Your Order

Where tracking is available, tracking details will be provided once your order has been dispatched.

Please allow some time for tracking information to become active after the parcel has been collected by the courier.

If your order contains multiple products, you may receive multiple tracking numbers.

If you believe your order has been dispatched but you haven't received tracking information, please contact us at:

info@theneurodivergentmum.com.au

Please include your order number so we can assist you.

Multiple Parcels & Deliveries

If you've ordered more than one product, your items may be fulfilled by different suppliers.

As a result, your order may arrive:

In separate parcels
On different days
From different locations
With different tracking numbers

For example, a sensory swing and sensory mat purchased in the same order may be shipped separately.

You won't be charged additional shipping simply because your order is fulfilled in multiple parcels, unless additional shipping charges were clearly displayed and accepted at checkout.

Please Check Your Delivery Address

Please carefully check your delivery address before completing your order.

Once an order has been submitted for fulfilment, we may not be able to change the delivery address.

If you notice an error in your address, please contact us as soon as possible at:

info@theneurodivergentmum.com.au

We'll do our best to assist you, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

Customers may be responsible for additional costs resulting from an incorrect or incomplete delivery address where those costs are not otherwise covered by Australian Consumer Law.

Large & Bulky Products

Some of our sensory, movement and specialist products are large or heavy.

These products may require:

Specialist freight
A different courier
Additional delivery time
Different shipping charges
Special delivery arrangements

Where applicable, additional shipping information will be provided on the product page or at checkout.

For particularly large or high-value products, we may contact you after your order to confirm delivery details.

Delivery Delays

We work with Australian suppliers and delivery providers to get your order to you as quickly as possible.

However, occasionally delays can occur due to circumstances outside our reasonable control, including:

Severe weather
Floods, fires or other natural disasters
Courier network disruptions
Public holidays
Peak shopping periods
Regional or remote-area delivery
Supplier delays
Incorrect delivery information
Other unforeseen circumstances

If your order appears to be delayed beyond the expected timeframe, please contact us and we'll do our best to investigate it with the relevant supplier or delivery provider.

Estimated delivery times are not guaranteed delivery dates.

Damaged Parcels

We want your products to arrive safely.

If your parcel arrives visibly damaged, please take photographs of:

The outer packaging
Any damage to the packaging
The product
Any other relevant information

Please keep the original packaging until we've advised you what to do.

info@theneurodivergentmum.com.au

as soon as reasonably possible, including your order number and photographs where available.

We'll work with the relevant supplier and/or delivery provider to investigate and resolve the issue.

Your rights under the Australian Consumer Law are not affected by the involvement of a third-party supplier or courier.

My Order Hasn't Arrived

If your estimated delivery timeframe has passed and your order hasn't arrived, please contact us.

We'll check the tracking information and, where necessary, contact the relevant supplier or courier to investigate.

Please provide:

Order number
Name used for the order
Delivery address
Tracking number, if available

We'll do our best to help locate your order.

Our Dropshipping & Fulfilment Model

Some products available through The Neurodivergent Mum are fulfilled using a direct-to-customer model.

This means that the product may be stored, packed and shipped by an Australian supplier or fulfilment partner on our behalf.

This allows us to offer carefully selected products without maintaining a large warehouse or holding every product ourselves.

We carefully select our suppliers and aim to work with Australian businesses wherever possible.

Digital Products

Digital products are different from physical products.

If you purchase a digital product, you will generally receive access to your download or digital resource electronically rather than through physical delivery.

Digital products do not incur physical shipping charges.

If you're having trouble accessing a digital purchase, please contact us at:

info@theneurodivergentmum.com.au

Physical + Digital Orders

If your order contains both a digital product and a physical product:

Your digital product will be delivered electronically.
Your physical product will be shipped separately.
You will not receive the digital product in your physical parcel.

Your physical product will be subject to the applicable shipping arrangements shown at checkout.

Shipping Costs

Shipping costs vary depending on:

Product
Supplier
Delivery location
Parcel size and weight
Courier/freight requirements

The applicable shipping cost will be displayed at checkout before payment is completed.

Where free shipping is offered, any applicable conditions will be displayed on the relevant product page or at checkout.

Australian Consumer Law

Nothing in this Shipping Policy is intended to exclude, restrict or modify your rights under the Australian Consumer Law.

If a product doesn't meet the consumer guarantees that apply under Australian Consumer Law, you may be entitled to a remedy such as a repair, replacement or refund, depending on the circumstances.

Please see our Returns & Refunds Policy for further information.