FAQ
Do you ship worldwide?
No. We currently ship only within the United States.
How much does shipping cost?
We offer free standard shipping on all orders within the United States.
How long will it take for my order to arrive?
Estimated processing and delivery times are available on our Shipping and Delivery Policy page. Delivery times may vary depending on the destination, carrier delays, holidays, and periods of high demand.
Are Sensoluma products medical or therapeutic devices?
No. Sensoluma products are sensory and recreational toys intended to support play, engagement, relaxation, and everyday sensory activities. They are not medical devices and are not intended to diagnose, treat, cure, or prevent autism or any other medical condition.
Always follow the product’s age recommendations, safety instructions, and adult-supervision guidance.
Are the products suitable for autistic children?
Many of our products are designed with different sensory preferences in mind and may be enjoyed by autistic children and adults. However, individual sensory needs and responses can vary.
Please review the product description, age recommendation, materials, dimensions, and safety information before purchasing. Children should use products under appropriate adult supervision.
Do you accept returns?
Yes. You may request a return within 30 days of delivery, provided the item meets the conditions outlined in our Returns and Refunds Policy.
Do you accept returns for non-defective products?
Yes. We accept returns of both defective and non-defective products, provided they comply with our Returns and Refunds Policy.
For defective, damaged, or incorrectly delivered products, please contact us before returning the item. Depending on the circumstances, we may offer a replacement, refund, or another suitable solution without requiring the product to be returned.
Customers are responsible for return shipping costs when returning a non-defective product because they changed their mind or no longer want the item.
Do you accept exchanges?
No. We do not currently offer direct exchanges.
To receive a different product, size, or variation, please return the original item in accordance with our Returns and Refunds Policy and place a new order.
How long do I have to request a return?
You have 30 days from the date your order is delivered to request a return.
The item must meet all eligibility requirements described in our Returns and Refunds Policy.
What return methods are available?
Returns are currently accepted by mail only.
Do you provide return shipping labels?
When your return request is approved, we will provide return instructions and the applicable return address.
Customers are responsible for return shipping costs for non-defective items. For defective, damaged, or incorrect items, Sensoluma will provide an appropriate solution in accordance with our policy and applicable consumer-protection requirements.
Please do not return an item before receiving return authorization and instructions from our customer service team.
Is there a restocking fee?
No. We do not charge a restocking fee for eligible returns.
How long does it take to receive a refund?
Once the returned item has been received and inspected, we will inform you whether the refund has been approved.
Approved refunds are normally issued to the original payment method within 14 days. Your bank or payment provider may require additional time to process and display the refund.
How can I contact your customer service team?
Our customer service team can assist with questions about products, age recommendations, sensory features, orders, shipping, returns, or other matters.
Company Information
Sensoluma is a brand operated by PMA Pay BV, a company registered in the Netherlands.
Store name: Sensoluma
Company name: PMA Pay BV
Business registration number: 87762951
VAT registration number: NL864414304B01
Company address: Biezenveld 23, 7943 MB Meppel, Drenthe, Netherlands
Contact Us
Contact form: Click here
Email: info@sensoluma.com
Phone:
We aim to respond to customer inquiries within 24 hours.
Customer Service Hours
Monday–Friday: 9:00 AM–5:00 PM
Saturday–Sunday: 10:00 AM–2:00 PM