Delivery support for direct.playstation.com

Find out what to do if your direct.playstation.com delivery goes missing or is damaged.

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.

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.

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.

If your order status is “returned to sender”, a refund will be issued once the package is delivered to the warehouse and processed.

If the shipping address is valid and you would still like your order, you can set up a replacement return instead. Once the package is returned, the replacement order will be processed, and you’ll receive updated tracking information under your order details.

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

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