PlayStation Support

Sales and order support for hardware purchases

What do you need help with?

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Order and Delivery

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Order and Delivery

Manage order

Check your order status

Find your order tracking details through order look up or sign in to direct.playstation.com and select My Orders.
Find the order in question and click on Track to view the details.

Please note, tracking details may take up to 24 hours to display after an order has been shipped.

Check your order status

Hold a package at a delivery courier location

Go to Order look up and select track my order.
Go to the order details page to find your carrier.
Your package is shipped using FedEx or UPS.
To request that your package is held at a local FedEx/UPS location for pickup, call 1.800.463.3339 (for FedEx) or 1-888-742-5877 (for UPS).

You can also set up the request via the FedEx Delivery Manager for packages shipping via FedEx.
Please note, you must have a government ID that matches the shipping address in order for the carrier to release the package.
Packages will be held for 5 business days at the carrier location, before being returned back to the shipper.

Check your order status

Edit your information

Once a standard order is placed you cannot change the payment method.
If you have an active pre-order, you can modify the payment method associated with your pre-order anytime up to 7 days prior to the listed release date of the product. If you were signed in while you made your pre-order reservation you will need to be signed in to modify your reservation. When changing the shipping address please take a moment to make sure your payment method and billing address are up to date.

Manage order

Cancel an order

You can cancel your order within a few minutes of placing it to prevent the order from being processed and shipped.

Go to Order Look Up and select the order.
Select Cancel.
If your order has been processed, it can’t be canceled.

Manage order

Delivery issues

Delivery delay

Find out when your direct.playstation.com order will ship, and how to track its progress.

Check your order status

When does my order ship?

Missing package

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 neighbors 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 business hours after the tracking update.

Delivery support

Contact PlayStation Support

Missing 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

Damaged package

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

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Returns

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Returns

Set up a refund or replacement

Initate a return from My Orders

Items may be eligible for return within 30 days. Please see Returns and Refund Policy for more details.

Go to direct.playstation.com and sign in.
Mouse over the smiley face in the upper right-hand corner of the page and click My Orders.
Find the order in question and select Return.
Select the items you want to return, the type of return (refund versus replacement), and the reason for the return.
Select Confirm Return.
Follow the on-screen instructions to print the return label.

Please note, the replacement option will not be available if the product is out of stock.

Returns policy

Initate a return from Order Look Up

Go to Order Look Up and enter your order number, email address and billing phone number.
Find the order in question and select Return.
Select the items you want to return, the type of return (refund versus replacement), and the reason for the return.
Select Confirm Return.
Follow the on-screen instructions to print the return label.

Please note, the replacement option will not be available if the product is out of stock.

Returns policy

Return and refund policy

Learn more about our returns and refund policy.

Returns policy

Returns FAQ

How long does it take to process a return?

Once we receive your return, we will process it within 7 business days.

Refunds may take an additional 7 business days to reflect on your payment source.
If you returned your order for a replacement, you will receive a confirmation email once the order has been shipped. Once shipped, your item will be delivered within two business days.

How do I print a return label?

Go to Order Look Up and enter your order information.
Look up the order you created the return for and click Print Return Label.

If you were signed in to the website when placing the order, you can also view your return status through My Orders.
If you're having difficulty viewing the return label, please clear all your browser cache, reload direct.playstation.com and try again.

Learn more

How do I check my return status?

Go to Order Look Up.
Enter your order information.
Select your order and select Track Return.

If you were signed in when placing the order, you can also view your return status through My Orders.

Return or replace an order

My refund or replacement hasn’t been processed. What should I do?

Go to Order Look Up and confirm the status of your return. If the return has been delivered and within the 7 day processing window, please wait until the process window has completed. If your return is outside the 7 day process window, please reach out to live customer support.

Return or replace an order

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Billings and Payments

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Billings and Payments

Billing FAQs

Billing information

Find out more about billing times for direct.playstation.com.

Billing support

Your order didn't complete?

Please consider the following when attempting to place an order:

Verify the billing and shipping information you are entering during checkout is accurate.
Check with your financial institution/bank to ensure they aren’t placing any holds on your payment method.
Orders can’t be shipped to PO boxes.
Verify you are placing an order for the correct country/region. Your billing address and shipping address should be from the same country/region as your direct.playstation.com country/region.

Learn more

Vouchers

Redeem codes on direct.playstation.com

Go to direct.playstation.com and add items to your cart.
Select Promo code.
Enter the discount code.
Select Apply.
Follow the on-screen instructions to complete your purchase.

Voucher support

Redeem PC codes on store.steampowered.com

Redeem your PC voucher codes on Steam.

Redeem PC Codes

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Pre-orders

Pre-orders help

How to pre-order

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

Select the eligible product.
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.

Pre-order support

When will I be charged?

Learn when you will be charged for your pre-order.

Pre-order support

How to check order status

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

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

Manage order

How do I edit the shipping address and payment information?

Sign in to direct.playstation.com  and select My Orders.
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 ore-order

You can cancel your order to prevent the order from being processed and shipped.

Go to Order Look Up and select the order.
Select Cancel.

If your order has been processed, it can’t be canceled.

Cancel pre-order

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, expired payment details, etc.

If your payment method fails, a cancellation notification will be sent to you via email.

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

Pre-order support

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. Once tracking information is available, you can click on the tracking link and sign up for SMS text updates.

Pre-order support

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