Kids First Occupational Therapy

How can I place an order?

The easiest way to order is via our secure website. Add the product/s to your cart and follow the steps. You will receive an order confirmation via email once the order has been processed.

What are my payment options?

Kids First OT currently accepts payments by credit and debit card at checkout. This is operated through Stripe, a secure online payment service.

How do I order with my NDIS funds?

If you are self-managed:

Order your product as normal. You can use the invoice provided to you to claim the order via the NDIS portal. Kids First OT is not liable for any order that is rejected by NDIS and it is the customers responsibility to ensure purchasing consumables, such as the products sold by Kids First OT, are available in your child’s NDIS plan.

If you are plan managed:

Full details on how to purchase using Plan Managed funds are available under the Shop: NDIS Plan Managed heading at the top of the Kids First OT website. Steps are outlined below.

Choose items you’d like to purchase.
Send an email to shop@kidsfirstot.com.au with the following information:
1. Purchase items - be as specific as possible to avoid any confusion
2. Plan Manager details, including email address
3. Your child’s full name
4. Your child’s NDIS number
5. Your postal address for products to be sent to.
Invoice will be generated and sent to your plan manager.
Once payment has been received you will be notified that your products have been dispatched.

What information should I include when ordering?

Our online ordering system will ask for all the important information you should submit.

What should I do if the payment is not accepted?

Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should be, but you still can't make the payment, please contact shop@kidsfirstot.com.au notify us about the problem.

How can I change the delivery address?

Please email us on shop@kidsfirstot.com.au within 30 minutes of placing your order and we can change the delivery address at our end.

Can I pay with an invoice?

If you have already established a customer relationship with Kids First OT, you will be granted the ability to pay by being invoiced if you are an existing client of ours. Please contact shop@kidsfirstot.com.au to arrange this.

Can I cancel my order?

If you wish to cancel or change your order, please do so as soon as possible. If we have already processed your order, you need to contact us with a description of what you require at shop@kidsfirstot.com.au and we can assist further.

How can I contact customer service?

If you have a question regarding our online store (ordering, account questions, technical questions), please contact shop@kidsfirstot.com.au and we’d be happy to help you.

Can I return a product?

If you wish to return a product, please read our T&C's to see if you are eligible, otherwise you can contact shop@kidsfirstot.com.au and we can assist you further.

How do I change my personal details or email address?

You can easily change all your information on your account by emailing us at shop@kidsfirstot.com.au. If you have already completed the purchase of your order, please contact us immediately to avoid any confusion once the order has been processed.

Is your website secure?

Our online store is a secure site. This means the information you input is not available for third parties.

Can I track my order?

We will send you a dispatched notification however you will not be able to track the item once it has been dispatched.

What is the estimated shipping time?

Orders are dispatched within 1 to 3 business days of receiving the order. You will receive an email notification to alert you that your order is on its way via Australia Post.

What is the shipping cost?

Kids First OT offers a flat rate for shipping of $10 per order. If you wish to arrange click and collect please email shop@kidsfirstot.com.au before making your order and we will advise of the available times for click and collect. Alternatively, if you wish to not pay for shipping, you can purchase the PDF download option, which will be sent to your inbox after purchase is made.

Can I change the shipping address?

If you have already processed your order, you can send an email to shop@kidsfirstot.com.au within half an hour of placing your order for it to be changed before the order is dispatched.

What are your Terms and Conditions?

We will happily offer a refund and/or exchange within the first 30 days of your purchase, as per the eligibility criteria below. If 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

You may be eligible for a refund or exchange of product if you:
- Kids First OT will provide a free replacement of a product that has an incorrect name on it at the fault of Kids First OT.
- We will produce the personalised products according to the name you include at the checkout. If you do not email within 1 hour of purchasing to rectify a misspelt name, we will proceed with the name originally provided and no free refund or exchange will be permitted. .
- Kids First OT is not liable for any customer spelling or typographical errors.

If the incorrect name has been printed

To arrange a refund or exchange, please contact shop@kidsfirstot.com.au as soon as possible to arrange the exchange or refund. We will then provide you with details about how to arrange the exchange and/or refund.
Late or missing refunds
If you have not received a refund yet, first check your bank account again. It may take some time before your refund is officially posted.
If you have done all of this and you still have not received your refund yet, please contact us at shop@kidsfirstot.com.au

Exchanges and Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved for a refund we will then contact you to supply your bank details for the refund to be returned within a certain amount of days.

Late or missing refunds

If you have not received a refund yet, first check your bank account again. It may take some time before your refund is officially posted.
If you have done all of this and you still have not received your refund yet, please contact us at shop@kidsfirstot.com.au

Terms and Conditions

Kids First OT does not take any responsibility, nor is it liable, for damage of the product being posted via Australia Post.
If you have been approved for a refund or exchange your item must be in the original packaging, unused and in the same condition that you received it.
To complete your return, we require proof of purchase in the form of the confirmation email and receipt forwarded to shop@kidsfirstot.com.au. The customer will then receive a confirmation email stating if the refund or exchange will be processed.
The customer is responsible for returned shipping costs. You can arrange a time to drop it off in clinic - please email shop@kidsfirstot.com.au to arrange a suitable time.
Customers will be refunded the total cost of the product(s) they are seeking a refund for. Kids First OT will not refund shipping costs from the original purchase.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Contact Us

Online Enquiry