Pre-order support for direct.playstation.com

A “pre-order” allows you to place a reservation for a product prior to its scheduled release date.

How to pre-order from direct.playstation.com

You can pre-order some products on direct.playstation.com before they are released.

  1. Select the eligible product.
  2. Add it to your cart and complete the purchase. After placing your order, you will receive an e-mail confirmation containing an order reference number.
  • Please make sure your payment method will not expire before your item is expected to ship.

When will I be charged?

  • When you place a pre-order, we will contact your financial institution to confirm that the payment method you have used is valid. We do this by pre-authorising your payment method.
  • We will charge the total price of your pre-order to the payment method that you provided once your order is ready to ship, which is usually around 7 days prior to the release date. 
  • We will send you an email before the release date to remind you that we will charge your payment method prior to shipping the item to you. 
  • Please ensure that you have funds available in advance of the release of the game and that your payment method will be valid up until the release date.
  • If you no longer wish to receive the pre-ordered item, you may cancel your reservation up until the item enters the shipping process, which is usually around 8 days before the currently scheduled release date.

Please note: Your pre-order reservation will be cancelled if your payment method fails for reasons such as insufficient funds, card expired, etc. If your payment method fails, a cancelation notification will be sent to you via email.

How to cancel a pre-order
Manage payment information

Can I make a purchase and pre-order a product at the same time?

You can. When you check out, we pre-authorize your card for the total estimated amount of all items in your cart.  You aren’t charged for any of the items until they are ready to ship.

  • Items in your cart that are available now will be grouped into one order and you will be charged when those items are ready to ship (they may ship together or individually, depending on the order).
  • Pre-order reservations will be split into individual orders, regardless of the release date, and you will be charged when each item is ready to ship.

How to view pre-order details

  1. Sign in to direct.playstation.com and select My Orders.
  2. From there you will be able to see the items pre-ordered.

Please note, if you cannot find your order details, sign out of the website and try again. 

  • If you place your reservation at least 10 days before the item’s scheduled release date, we send you an email before the release date to remind you that we will charge your payment method prior to shipping the item to you.
  • If you place your pre-order reservation less than 10 days before the scheduled release date, you may not receive any email reminder unless something about your order changes.
  • Once your order has shipped, we'll email you the tracking number of our delivery carrier.

How to edit shipping address and payment information

  1. Sign in to direct.playstation.com  and select My Orders.
  2. Select Order Details to edit.

If you cannot find your order, sign out of the website and go to Order Look-up.

Order Look-up

How to cancel a Pre-Order

You can cancel your reservation up until the item enters the shipping process, in general 8 days before the currently scheduled release date.

  1. Go to your pre-order reservation details. 
  2. Select Cancel Order.
  • Please note that you will need your pre-order reference number and associated email address to access your order details page. 
  • If you can't see Cancel Order, your pre-ordered item has entered the shipping process and the reservation can no longer be canceled.

Frequently asked questions

When does a pre order ship?
Generally, pre-orders ship the day before launch.

Once the pre-order ships, the tracking information may not be available until later in the afternoon.

Why did my pre-order get canceled?
Your pre-order reservation will be canceled if your bank fails the credit authorization for reasons such as insufficient funds or expired payment details. 

If your payment method fails, a cancellation notification will be emailed to you.

Once a pre-order has been canceled, it can’t be reinstated. Please try placing another order on the direct.playstation.com website.

Need help? 

Contact our support specialists for help with your direct.playstation.com experience

Contact PlayStation Support