SHIPPING
Smart Sensory Ltd is located in Nairobi, Kenya — specifically opposite Nairobi Gymkhana on Ngong Road in the city. This is our base for sensory care solutions, product distribution, consultation, and support services.
Smart Sensory Ltd is based in Nairobi, Kenya and primarily serves customers in Kenya and East Africa. We do not currently have a standard international shipping policy from the United States for products sold through our online shop — any international orders will need to be arranged with us directly as a special request, including custom shipping and handling arrangements. We recommend contacting our sales team at info@thesmartsensory.com to discuss your location, products you’re interested in, and shipping options available.
We ship orders using reliable local and international courier partners, depending on your delivery location. Within Kenya, we work with trusted courier services to ensure safe and timely delivery. For regional or international orders, we partner with reputable international logistics providers.
Shipping costs are calculated based on:
Delivery location
Package size and weight
Type of product ordered
Urgency of delivery (standard or express, where applicable)
The final shipping cost is communicated to you at checkout or confirmed by our team before dispatch for custom or bulk orders. For large, institutional, or international orders, shipping costs are quoted separately to ensure the most cost-effective option.
All orders are carefully packaged to ensure products arrive safe, clean, and in good condition. We use sturdy, protective packaging materials appropriate for each item, with added cushioning where necessary to prevent damage during transit.
Sensory products and kits are packed with care to maintain their quality, hygiene, and functionality. For larger or multiple-item orders, items may be securely packed together and clearly labeled.
We are committed to safe, responsible packaging and aim to minimize waste where possible without compromising product protection.
At Smart Sensory Ltd, we ensure that the weights listed for all products are accurate and reliable. Product weights are measured using calibrated scales and are carefully verified before being published on our website or product catalog.
Please note that:
Minor variations (within a small tolerance range) can occur due to manufacturing processes or packaging materials — this is standard in physical products.
Shipping weight may be slightly higher than the product’s listed weight because it includes packaging materials for safe delivery.
Yes! At Smart Sensory Ltd, you can combine multiple orders into one shipment to save on shipping costs. When placing multiple orders:
Place all items in a single order through our online store if possible.
For separate orders, contact our sales team before dispatch to request consolidation.
Combined orders are carefully packaged to ensure product safety and integrity during transit.
Shipping costs for combined orders are calculated based on the total weight and size of the shipment, which can often reduce the overall cost compared to sending items separately.
For assistance with combining orders or getting a shipping quote, please reach out to info@thesmartsensory.com.
At the moment, Smart Sensory Ltd does not list a standard free‑shipping threshold on its website or FAQs. Shipping offers, including free shipping, are typically determined case‑by‑case and may depend on current promotions, order size, or special agreements with the customer.
If you’re considering a large or bulk order and would like to explore free shipping or discounted delivery options, please reach out to our team — we’re happy to provide a tailored quote and discuss any available offers. You can contact us at sales@thesmartsensory.com or through the contact page on our site.
Yes — you can arrange local pickup for your order directly from our office in Nairobi, Kenya (opposite Nairobi Gymkhana on Ngong Road) if you prefer to collect your items in person.
Simply let us know your order details and preferred pickup time when placing your order so our team can prepare it and confirm a convenient collection schedule. This option helps you save on shipping costs and get your products faster.
If you’d like to confirm availability or pickup procedures, please contact us via sales@thesmartsensory.com or through our contact page.
Delivery times for Smart Sensory Ltd orders depend on your location and the shipping method chosen:
Local delivery within Nairobi: Typically 1–3 business days after the order is processed.
Other locations in Kenya: Usually 3–7 business days, depending on distance and courier availability.
Regional or international orders: Delivery times vary based on the destination country, customs processing, and courier services; exact timelines are provided when the order is confirmed.
Please note that processing time (preparing and packing your order) is usually 1–2 business days. During busy periods or promotions, processing may take slightly longer.
You will receive a tracking number or delivery update once your order has been dispatched.
PAYMENT
Yes — at Smart Sensory Ltd, your payment information is handled with the highest security standards.
Our website uses secure payment gateways with SSL encryption, ensuring that your card and personal details are protected during transactions.
We do not store sensitive payment information on our servers. All payments are processed through trusted third-party providers.
For added safety, we recommend using secure networks when making payments online.
Your security and privacy are a top priority, and we follow best practices to make every transaction safe and reliable.
If your card is being rejected while placing an order with Smart Sensory Ltd, it could be due to several reasons:
Insufficient funds – Ensure your account has enough balance to cover the purchase.
Card restrictions – Some cards have international or online transaction restrictions; contact your bank to confirm.
Incorrect details – Double-check that your card number, expiration date, CVV, and billing address are entered correctly.
Bank security measures – Sometimes, your bank may block a transaction for security reasons; contacting them can resolve this quickly.
Expired card – Make sure your card is valid and not expired.
If the issue persists, please reach out to our customer support team at sales@thesmartsensory.com for assistance. We can help review the issue and suggest alternative payment methods if needed.
Smart Sensory Ltd does not charge extra fees for most standard payment methods, including mobile money, debit, and credit card payments.
However:
Certain international or third-party payment providers may apply their own processing fees, which are outside of our control.
Bulk or institutional orders requiring special invoicing or payment arrangements may incur additional handling fees, which will be communicated upfront.
We always aim to be transparent about any charges, so you’ll know the total cost of your order before completing payment.
Yes — Smart Sensory Ltd processes refunds to the original payment method used for your order whenever possible.
Credit or debit card payments: Refunds are returned to the same card and may take 3–10 business days depending on your bank.
Mobile money payments (e.g., M-Pesa): Refunds are sent back to the same mobile number used for payment.
Bank transfers or other methods: Refunds are processed back to the original account or method, as agreed with our team.
Refunds are issued after order verification and in accordance with our returns and refunds policy. For any issues or questions about your refund, contact sales@thesmartsensory.com or use our contact page.
Yes — Smart Sensory Ltd occasionally offers discounts and promotions on selected products, bundles, and seasonal campaigns. These may include:
Introductory offers for new products
Bundle discounts when multiple items are purchased together
Seasonal or special event promotions
Bulk purchase pricing for institutions and professionals
Current offers are usually highlighted on our website, social media, and newsletter — so subscribing or following us is a great way to stay updated.
If you’re interested in a specific product or quantity, feel free to contact our team at sales@thesmartsensory.com and we can let you know about any available discounts or tailor a special price for your order.
WHOLESALE
Yes — Smart Sensory Ltd offers wholesale and institutional pricing for businesses, schools, therapy centers, NGOs, and other organizations looking to purchase sensory products in bulk.
Wholesale benefits include:
Discounted unit prices for large quantities
Custom bundles or kits tailored to your program needs
Flexible payment terms for qualifying orders
Dedicated support with product selection and logistics
To get a wholesale quote, simply contact our team with your product list, quantities, and delivery location. We’ll respond with a tailored proposal that fits your budget and timeline.
📧 Email: sales@thesmartsensory.com
Yes — Smart Sensory Ltd offers bulk and wholesale pricing for organizations such as schools, therapy centers, businesses, NGOs, and institutions that need larger quantities of sensory products.
What you get with bulk/wholesale pricing:
Discounted unit prices based on order size
Custom product bundles tailored to your needs
Flexible delivery and support
Assistance with product selection for your specific setting
To receive a quote, please share your product list, quantities, and delivery location with our team. We’ll provide a tailored proposal that fits your requirements and budget.
At this time, Smart Sensory Ltd does not have a standard price‑match policy to match prices offered by other retailers. Price matching typically isn’t offered because pricing structures, product authenticity, and stock levels can vary across different sellers, making direct comparisons difficult.
If you find a significant price difference for the exact same product and would like us to review it, please reach out to our sales team with the details — we can look into it on a case‑by‑case basis and see if a suitable solution can be offered.