Sales and order support for hardware purchases

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.

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.

• 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.

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

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

1. Go to direct.playstation.com and sign in. 
2. Mouse over the smiley face in the upper right-hand corner of the page and click My Orders. 
3. Find the order in question and select Return. 
4. Select the items you want to return, the type of return (refund versus replacement), and the reason for the return. 
5. Select Confirm Return. 
6. 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. 

1. Go to Order Look Up and enter your order number, email address and billing phone number. 
2. Find the order in question and select Return. 
3. Select the items you want to return, the type of return (refund versus replacement), and the reason for the return. 
4. Select Confirm Return. 
5. 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.

Learn more about our returns and refund policy.

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

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.