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Frequently Asked Questions

Contents

 

Privacy

    • Do you ever share or sell any of my personal information with anyone else?
      No. We deeply respect your privacy and are firmly committed to protecting your personal information. We do not sell, share, rent, lease, or disclose any of your personal information (name, email address, telephone or fax numbers, address, or credit card numbers) to any third parties, unless required by law. Please refer to our complete privacy policy for more information.

Ordering & Payment

    • Will I receive confirmation of my online order?
      Yes, within 2-3 minutes of placing your order, you will receive an email notification that provides confirmation of your order and an order confirmation number. You may need to check for this email in your spam or junk mail folder (as occasionally emails get redirected through filters). You will also receive UPS or USPS tracking information!

    • Do you charge sales tax on orders?
      We are required to collect sales tax for orders originating in Michigan. If you are a tax-exempt organization, please be sure to provide us with your Sales Tax Exemption Certificate. Please call us to set up your tax-exempt status before placing your first online order (if applicable).

    • What forms of payment do you accept?
      For online and phone orders we accept Visa, Mastercard, Discover, Therapy Shoppe Gift Certificates (phone orders only), and our new digital Gift Cards (online only). For domestic customers ordering by mail, we accept Visa, Mastercard, Discover, checks, money orders, and Therapy Shoppe Gift Certificates. For international orders we accept Visa, Mastercard, Discover, international money orders drawn in U.S. funds, and wire transfer payment. Please know approved purchase orders are accepted by fax or by mail.

    • Do you accept Purchase Orders (POs)?
      Yes, we accept purchase orders from schools, hospitals, and other pre-approved educational or medical facilities. Official purchase orders can be submitted by fax, email, or mail. Please note – POs must be on your facility’s official purchase order form and signed by an authorized purchaser. POs cannot be submitted on our website.

    • Do you have order minimums?
      For purchase orders, we have a $25.00 product minimum; POs under the $25.00 product minimum will incur a $3.00 service fee. There is a $50.00 product minimum for all international orders.

    • How can I cancel an order?
      Should you need to cancel your order, please call our customer care line (1-800-261-5590) with your order confirmation number as soon as possible. Please know that once an order has been shipped or is en route, it cannot be cancelled. Return shipping fees are the responsibility of the customer with all cancelled orders. *Special orders and orders for large products (that have a green truck icon) cannot be changed or cancelled once the order has been placed.

    • What are your return and exchange procedures?
      Products may be returned or exchanged within 30 days after they were received (given they are in brand new, unused condition and in the original packaging). The customer is responsible for the return shipping costs. Click here for more important details. Special orders, super sale items, and clearance products cannot be returned or exchanged.

Creating an Account

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    • Do I have to create an account to order from your website?
      No, you are not required to set up an account to shop on our website. If you would prefer not to establish an account, simply begin shopping and adding products to your cart. You will be given the option to checkout without an account when you go to checkout.

    • What are the benefits of creating an account?
      Every member that creates an account with us and logs in is given a “Members Cart.” This allows you to add products to your shopping cart at your convenience and come back at a later time, or even another day to checkout. All of the products you’ve added to your cart will remain until you checkout or remove them yourself. If you add products to your shopping cart without logging in and then decide to log in to your online “Members Cart,” the contents of your cart will merge automatically with your “Members Cart” contents
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    • When you have an account with us you can create an endless number of “wishlists!” Therapists can create a separate wishlist for all the children on their caseload, which can then be forwarded to their parents, teachers, or relatives. Teachers can create wishlists of beneficial products for the children in their classroom which can then be sent to their parents. Children can create a birthday or holiday gift wishlist of all their favorite products… the possibilities are sky high with our exciting new “Wishlist” feature!
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    • Being able to view all of your past orders is another great benefit of creating an account! This makes the reordering process way easier and quicker by allowing you to double-check and easily click on products you’ve ordered in the past. This time-saving feature makes re-ordering a breeze.
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    • You’ll also have your own personal address book when you create an account. This lets you quickly and easily have products sent to addresses other than your own. Once you’ve entered an address you’ll never have to look it up again!
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Shipping and Handling Information

    • How long will it take for my order to ship?
      Most orders ship out in 1-2 days via UPS or USPS. International orders and larger items (that have truck icons) have longer delivery times.

    • Do you ship to international and APO or FPO destinations?
      Yes! Please know our international shipping charges are calculated by the size and weight of each individual order (and therefore cannot be automatically calculated on the website). When you place an online order, we will calculate the exact shipping charges and email for your approval. Your credit card will not be charged and your order will not be shipped until we receive your written approval. Please be sure to provide your phone number and email address so we can reach you if needed.

    • Do you have an extra charge for handling and filling out customs paperwork?
      No, we do our best to keep your costs down and do not charge extra fees for these services.

Other Frequently Asked Questions

    • Do I have to be a therapist to order with you?
      No, we welcome orders from everyone: families, private individuals, therapists, teachers, students . . . anyone and everyone!

    • What if I have questions or need help selecting products?
      Please email our occupational therapists if you’d like help with product suggestions or have therapy-related questions. Our friendly customer care team can help you with general questions about products and orders – please send an email or give them a call a 1-800-261-5590.

    • Do you have a retail store I can visit to shop at or to pick up my order?
      We offer catalog and online shopping, but don’t have a retail storefront. Orders can be placed online, by phone, fax, or mail.

    • Do you offer gift cards or gift certificates?
      Yes, we sell e-gift cards in denominations starting at $25.00 that can be used to purchase products on our website! Learn more about them here. While we no longer offer paper gift certificates, you can still purchase products with any unused ones you have by contacting our customer care team at 1-800-261-5590.

    • How do I submit a product idea?
      We welcome your product ideas! Please email us to submit all ideas, suggestions, and feedback.

    • Do your air cushion seats need a pump to be inflated?
      Nearly all of our “wiggle seats” come with their own pump, but most can also be inflated with simple puffs of air once the plug has been removed. Please be sure to reinsert the plug once air has been added.

    • How do I decide what size Ball Chair or Therapy Ball to choose for my child?
      The easiest way to determine the best size ball chair or therapy ball to order is to measure an individual’s arm length (from their armpit to their fingertips), then select the ball chair/therapy ball that is the closest in size to that measurement.

    • How do I figure sizing for your Weighted Vests and Pressure Vests
      All of our vests are sized for children. Details about measurements and sizing are included in our product descriptions.

    • How do I figure out what size Open Palm Hand Weight I need?
      Sizing is based on the measurement across the palm of one’s hand from the outer edge of the pinky finger to the outer edge of the pointer finger. Once you have this measurement, please refer to the chart below:
      • X-Small – 2-1/4″ – 1/4 lb. weight
      • Small – 2-1/2″ – 3/8 lb. weight
      • Medium – 2-3/4″ – 1/2 lb. weight
      • Large – 3+” – 1/2 lb. weight

    • How do I determine the correct size for a Forearm Sleeve Weight?
      Sizing is based on the measurement between one’s wrist and the crook of the elbow. Then refer to the chart below:
      • X-Small – 5″ – 1/4 lb. weight
      • Small – 5-1/2″ – 1/2 lb. weight
      • Medium – 6-1/2″ – 1 lb. weight
      • Large – 7-1/2″ – 1 lb. weight

    • Who is eligible to apply to your Affiliate Program?
      We welcome individuals who have a well-established, specialized online presence that focuses on sensory, special needs, therapy topics, fidgets, toys, parenting / family life, neurodiversity, and/or education. If you’re a blogger, influencer, parent, teacher, or therapist who has a blog, website, channel, or other strong social media following — we invite you to apply! Affiliates help promote their favorite Therapy Shoppe products by posting about them and earn commissions on website orders placed by customers who to go to our site using the affiliate’s custom shopping link. If you’re passionate about the same things we are . . . we’d love to have you submit an application. Learn more here.

Product Safety

Product safety and quality are our highest priorities, followed by the therapeutic value of our products and affordable prices. All of our (pediatric) products are tested by third party labs for chemical, physical, and mechanical hazards, and meet or exceed federal safety regulations and mandatory testing requirements.

Please feel free to call or email us with any other questions you may have, we’d love to help!

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