Delivery support for hardware purchases on PlayStation

Find out what to do if your hardware delivery goes missing or is damaged.

What happens if my delivery goes missing?

If your package status is “Delivered” but you can’t find your order, please follow these steps:

  • Look for a note from your carrier to see if there were any delivery instructions.
  • Check with other people in your household or your neighbours to see if they received the package.
  • If you live within an apartment or multi-resident complex, please check with your front desk attendant, mailroom or security and ask if the package has arrived under your name.
  • Please wait 48 hours after the tracking update.

If you still cannot locate your package after completing these steps, please contact PlayStation Support using the link at the bottom of this page.

Please make sure you contact PlayStation Support within 30 days of the delivery date shown in the carrier tracking. Missing package claims reported after 30 days will not be eligible for investigation.

What happens if my delivery is missing an item?

  • Check your order status to confirm the items for each shipment. Orders may have multiple shipments and items.
  • Please double-check the shipping package and inside the product box(es). Sometimes items in the packaging may be missed.
  • If you’re still missing an item, please contact PlayStation Support for additional assistance. Please have your order number ready.
Contact PlayStation Support

What happens if my delivery is damaged?

If the packaging of your delivery appears to be damaged, please remove and examine the product to see if there has been any damage.

If the product has been damaged you can set up a refund or replacement order by visiting the guides below.

Set up a replacement order
Request a refund

How to track an order 

As soon as your order has been dispatched, we will send you a shipment confirmation email with a tracking link and number. 

  1. Go to order lookup.
Order lookup
  1. Enter your order information.
    The order details page opens.
  2. Select your order and select Track Package.
  • If you were signed in when placing the order, you can also open the order details page through Order History.
Order History
  • Tracking information can take up to 48 hours to show up, even after you have received the shipment confirmation email. Shipments receive updates at various points between pick-up and delivery. It is not unusual for a shipment to go more than 24 hours without an update while in transit.

Frequently asked questions 

How much does delivery cost?
All customers are eligible for free express delivery on all orders, including pre-orders. There is no required minimum spend or threshold to receive free express delivery.

Other conditions may apply; visit the shipping restrictions guide for further information on delivery timelines and restrictions on order processing and delivery.

Shipping details

Will my order be shipped in the same package if I order multiple items?
Large orders may ship in multiple packages depending on the size of the items and box sizes available. PS5 consoles will ship separately.  

Need help? 

Contact our support specialists

Contact PlayStation Support