Shipping and order support

Shipping and order support for direct.playstation.com 

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

How to check your order status 

  1. Find your order tracking details through order look up or sign in to direct.playstation.com and select My Orders.
  2. 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.

StatusDescription
Order ReceivedThe order has been created recently.
Preparing to ShipThe order is being prepared to ship. No order modifications can be made at this time.

Shipped

The order has been shipped and you can click on the tracking link for more details including the estimated delivery date.
Shipping Label Created or Awaiting Carrier PickupThe order has shipped, but the postal carrier has not scanned your package into their system yet. Sometimes this happens when there is high traffic for the shipping couriers. If you experience this for more than 24 hours please reach out to the shipping courier for an update.
DelayedThe order was delayed, check the tracking information for details and an updated delivery date.
DeliveredThe order has been delivered, check the tracking information for details.

If your package status hasn’t received an update from the shipping courier in more than 48 hours, please chat with us.

When do orders ship? 

  • Orders aren't shipped on Saturdays, Sundays or holidays. 
  • Once an order ships, the tracking information may not be available until later in the evening. 
  • Geographic, holiday and other restrictions apply.

See our Shipping FAQ for details.

If your order hasn’t shipped after two business days, please chat with us.

How to sign up for delivery updates via text

  1. Look up your order tracking details through order look up or sign in to direct.playstation.com and select My Orders. 
  2. Find the order and click on Track to view the details. 
  3. On the details page, enter your mobile number next to Get Text Updates about Your Delivery and select Sign Up.

You will receive text messages when your package is on its way, out for delivery, and when it arrives.

Please note, the tracking link 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 pickup and delivery.

How to hold a package at a shipping courier location

  1. Go to Order look up and select track my order.
  2. Go to the order details page to find your carrier.
  3. Your package is shipped using FedEx or UPS. 
  4. 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.

Need help? 

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

Contact PlayStation Support