FAQ & Support

SHIPPING & TRACKING FAQ

1) Where does direct.playstation.com ship to?

direct.playstation.com ships anywhere within the United States, however shipments to Alaska, Hawaii and certain other zip codes within the continental Unites States may experience an additional 1 to 2 business days for delivery. Delivery to military and diplomatic addresses (APO/FPO/DPO) may require an additional 30-40 days. Please review our Delivery Restrictions and Additional Geographic Descriptions below for further information.

2) How can I track my order?

As soon as your order has shipped, we will email you a tracking number. You can go to your order details and select track my order. From there you will receive up to date information about your order. You can also sign up for text notifications on the status and delivery.
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. It is not unusual for a shipment to go more than 24 hours without an update while in transit.

3) What is the PlayStation Plus free shipping benefit?

PS PLUS members are eligible for Free Express Shipping on direct.playstation.com. This is an exclusive benefit of PS PLUS membership.
Must be signed-in with your PSN Account and a valid PS PLUS membership at the time of your purchase to be eligible for Free Express Shipping.
Other conditions may apply, scroll down for further information on Express and Standard Shipping and restrictions on order processing and delivery.

4) How can I change my shipping address?

Once the order has been placed, the ship to address cannot be changed.

5) What is the express shipping option?

Generally, eligible orders are delivered within 1-2 business days. Delivery to Alaska or Hawaii, military or diplomatic bases and certain zip codes may take longer. ^(1)(2)(3)
An attempted delivery on or before the delivery date meets our estimated delivery timeline. ⁽²⁾

6) What is the standard shipping option?

Generally, eligible orders are delivered within 3-4 business days. Delivery to Alaska or Hawaii, military or diplomatic bases and certain zip codes may take longer. ^(1)(2)(3)
An attempted delivery on or before the delivery date meets our estimated delivery timeline. ⁽²⁾

(1) Processing and Handling Restrictions

Orders are processed for shipping Monday to Friday (excluding federal holidays), until 2PM ET. Orders placed after 2PM ET will be processed on the next business day.
Orders will not ship on Saturdays, Sundays or Holidays (New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day).
Orders cannot ship to PO Boxes and U.S. territories, or to addresses outside the United States.

(2) Delivery Restrictions

Signature upon delivery required for all hardware and hardware bundles.
An attempted delivery on or before the delivery date meets our delivery timeline.
Deliveries may be delayed by unforeseen events or circumstances outside our control, such as the receipt of incorrect payment or shipping information, strike, natural disaster, or severe weather occurrences.
For Express Shipping (1-2 Business Days)- Generally, most orders are delivered within 1-2 business days by 8 pm from Monday to Friday. Additional restrictions may apply to addresses in select states and certain zip codes ⁽³⁾.
For Standard Shipping (3-4 Business Days)- Generally, most orders are delivered within 3-4 business days by 8 pm from Monday to Friday. Additional restrictions may apply to addresses in select states and certain zip codes ⁽³⁾. For business customers, all orders will be delivered from Monday to Friday.
Delivery to military and diplomatic addresses (APO/FPO/DPO) may require 30-40 days

(3) Additional Geographical Restrictions

Shipping addresses in the states of Alaska and Hawaii may experience an additional 1 to 2 business days for delivery.
AK: 99688, 99694, 996710, 99801, 99802, 99803, 99811, 99812, 99821, 99824, 99835, 99901, 99928, 99588, 99623, 99652, 99664, 99674, 99686
HI: 96713, 96737, 96747, 96752, 96769, 96796, 96742
Shipping addresses within the following zip codes may also experience an additional 1 to 2 business days for delivery:
CA: 92239, 92304, 92338
WA: 98262, 98286

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For repair, or for questions about your account or purchase on PlayStation Network, please visit https://support.playstation.com website. PS Sales Specialists can help with your shipping and order inquiries on the https://direct.playstation.com/ website.

Opening Hours: 8 AM to 7 PM PST, Monday to Sunday (Closed 12/25)

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1-586-666-2001‬

Opening Hours: 8 AM to 5 PM, Monday to Friday (Closed 12/25)

Depending on your inquiry, we will ask for your email address and direct.playstation.com order number. Please have these handy when you contact us.

PlayStation (Japanese: プレイステーション, Hepburn: Pureisutēshon, officially abbreviated as PS) is a Japanese video game brand that consists of five home video game consoles, as well as a media center, an online service, a line of controllers, two handhelds and a phone, as well as multiple magazines. The brand is produced by Sony Interactive Entertainment, a division of Sony; the first PlayStation console was released in Japan in December 1994, and worldwide the following year. The original console in the series was the first console of any type to ship over 100 million units, doing so in under a decade. Its successor, the PlayStation 2, was released in 2000. The PlayStation 2 is the best-selling home console to date, having reached over 155 million units sold by the end of 2012. Sony's next console, the PlayStation 3, was released in 2006, selling over 87.4 million units by March 2017 Sony's latest console, the PlayStation 4, was released in 2013, selling a million units within a day, becoming the fastest selling console in history. The next console in the series, the PlayStation 5, was released in 2020.
The first handheld game console in the series, the PlayStation Portable or PSP, sold a total of 80 million units worldwide by November 2013. Its successor, the PlayStation Vita, which launched in Japan in December 2011 and in most other major territories in February 2012, selling over four million units by January 2013. PlayStation TV is a microconsole and a non-portable variant of the PlayStation Vita handheld game console. Other hardware released as part of the PlayStation series includes the PSX, a digital video recorder which was integrated with the PlayStation and PlayStation 2, though it was short lived due to its high price and was never released outside Japan, as well as a Sony Bravia television set which has an integrated PlayStation 2. The main series of controllers utilized by the PlayStation series is the DualShock, which is a line of vibration-feedback gamepad having sold 28 million controllers by June 2008.
The PlayStation Network is an online service with about 110 million registered users (as of June 2013) and over 103 million active users monthly(as of December 2019). It comprises an online virtual market, the PlayStation Official, which allows the purchase and download of games and various forms of multimedia, a subscription-based online service known as PlayStation Plus and a social gaming networking service called PlayStation Home, which had over 41 million users worldwide at the time of its closure in March 2015. PlayStation Mobile (formerly PlayStation Suite) is a software framework that provides PlayStation content on mobile devices. Version 1.xx supports both PlayStation Vita, PlayStation TV and certain devices that run the Android operating system, whereas version 2.00 released in 2014 only targeted PlayStation Vita and PlayStation TV. Content set to be released under the framework consist of only original PlayStation games currently.]
7th generation PlayStation products also use the XrossMediaBar, which is an Technology & Engineering Emmy Award-winning graphical user interface. A touch screen-based user interface called LiveArea was launched for the PlayStation Vita, which integrates social networking elements into the interface. Additionally, the PlayStation 2 and PlayStation 3 consoles also featured support for Linux-based operating systems; Linux for PlayStation 2 and OtherOS respectively, though this has since been discontinued. The series has also been known for its numerous marketing campaigns, the latest of which being the "Greatness Awaits" and eventually, "Play Has No Limits" commercials in the United States.
The series also has a strong line-up of first-party games due to Sony Interactive Entertainment Worldwide Studios, a group of many studios owned by Sony Interactive Entertainment that exclusively developed them for PlayStation consoles. In addition, the series features various budget re-releases of games by Sony with different names for each region; these include the Greatest Hits, Platinum, Essentials, and The Best selection of games.