PRE-ORDERS FAQ
1) What is a pre-order?
- A “pre-order” allows you to place a reservation for a product prior to its scheduled release date. Products in a pre-order status are marked with a “pre-order” ribbon.
2) How do I place a pre-order?
- To reserve a product marked with the “pre-order” ribbon, simply add it to your shopping cart.
- You can pre-order an item on direct.playstation.com up to the scheduled release date and time. However, you may not receive the item on the listed release date if the order is placed less than 8 days before the release date. Further delivery details under No. 6 and No. 15.
- After placing your order, you will receive an email confirmation containing an order reference number.
3) When will I be charged?
- When you place a pre-order, we will contact your financial institution to confirm that the payment method you have used is valid. We do this by pre-authorising your payment method.
- We will charge the total price of your pre-order to the payment method that you provided once your order is ready to ship, which is usually around 7 days prior to the release date.
- We will send you an email before the release date to remind you that we will charge your payment method prior to shipping the item to you.
- Please ensure that you have funds available in advance of the release of the game and that your payment method will be valid up until the release date.
- If you no longer wish to receive the pre-ordered item, you may cancel your reservation up until the item enters the shipping process, which usually around 8 days before the currently scheduled release date. See No. 11 below for information on how to cancel.
- NOTE: Your pre-order reservation will be cancelled if your payment method fails for reasons such as insufficient funds, card expired, etc. If your payment method fails, a cancellation notification will be sent to you via email See No. 14 below for information on how to verify and/or modify your payment information.
4) If I order items that are available now with my pre-order, when will I be charged?
- Any items in your cart that are available now will be grouped into one order and you will be charged when those items are ready to ship. They may ship together or individually, depending on the order.
- Pre-orders reservations will be split into individual orders, regardless of the release date, and you will be charged when each item is ready to ship. See No. 3 for more information on paying for your pre-ordered reservation.
5) What happens if the list price of a pre-order decreases between the time when I place my pre-order reservation and the time it ships?
- Although the pre-order list price does not decrease often, if it does, you will receive the lower list price.
6) When will I receive my pre-order(s)?
- Generally, pre-orders are delivered on the listed Release Date. Refer to No. 15 below for pre-order shipping options.
- You may not receive the item on the listed Release Date if the order is placed less than 8 days before the listed Release Date.
- Delivery to certain postcodes may take longer. Refer to No. 15 below for details.
- An attempted delivery on or before the delivery date meets our estimated delivery timeline. Please note that delivery may be delayed if you are unable to accept an attempted delivery, or due to inclement weather, strike, incorrect address or payment method information, or other unforeseen circumstance outside of our control.
7) What happens if a pre-order release date changes?
- Pre-order release dates we list on our site are based on information we receive from publishers or manufacturers and could be subject to change.
- If the scheduled release date of an item that you have pre-ordered changes, or if the release is cancelled altogether, we will notify you via the email address on file.
8) Can I pre-order more than one item at a time?
- Yes. Please note that each pre-ordered product will have a separate order reference number.
9) Where can I view my pre-order(s) details?
- If you pre-ordered an item on direct.playstation.com while signed into your PSN account, you can go to “my orders” under your account profile on direct.playstation.com.
10) Will I be reminded before my pre-order ships?
- If you place your reservation at least 10 days before the item’s scheduled release date, we will send you an email before the release date to remind you that we will charge your payment method prior to shipping the item to you. If you receive this email and no longer want the pre-ordered item, you may cancel your reservation up until the item enters the shipping process, which is usually around 8 days before the currently scheduled release date. Unless you cancel your reservation, you authorise us to charge your credit card for the applicable amount prior to shipping the item. See Section No. 11 for information on how to cancel a pre-order reservation.
- If you place your pre-order reservation less than 10 days before the scheduled release date, you may not receive any email reminder unless something about your order changes.
- Once your order has shipped, we'll email you the tracking number of our delivery carrier.
11) Can I cancel my pre-order reservation?
- Yes, you may cancel your reservation up until the item enters the shipping process, which is usually around 8 days before the currently scheduled release date.
- To cancel an order, go to your pre-order reservation details and click on the “cancel order” button.
- Please note that you will need your pre-order reference number and associated email address on file to access your order details page. If there is no “cancel order” button, it means your pre-ordered item has entered the shipping process and the reservation can no longer be cancelled. (See Section No. 12 below for information on returning a pre-ordered item.)
12) Can I return my pre-order after delivery?
- There are circumstances when you can return your pre-order item. Please check our Return & Refunds FAQ and our Returns and Refund Policy for more information.
13) Can I change my shipping address?
- To modify your pre-orders, you will need to be signed in.
- You can modify the shipping address associated with your pre-order anytime up to 8 days prior to the listed release date of the product.
- You can modify your shipping address using a self-service order modify capability on your order details page. For more information, see No. 8 above.
- Please check shipping restrictions. Refer to No. 15 below and the Delivery FAQ Page for additional information.
- When changing the shipping address, please take a moment to make sure your payment method and billing address are up to date.
14) Can I change my payment method?
- You can modify your payment method associated with your pre-order reservation anytime up to 8 days prior to the listed release date of the product.
- You can modify your payment method using a self-service order modify capability on your order details. Refer to No. 9 above for more information.
- To see information on when you will be charged, refer to No. 3 above.
- When changing the payment method, please take a moment to make sure your shipping address is up to date.
15) What shipping option is available for pre-orders?
- Users who place a pre-order are eligible for free delivery. Further information and restrictions on order processing below.
- direct.playstation.com offers a “Launch Day Delivery” option for shipping pre-order items to eligible addresses
- However, you may not receive the item on the listed release date if the order is placed less than 8 days before the release date
- Orders will not ship on Saturdays, Sundays or national holidays
- Orders cannot ship to PO Boxes, BFPO Boxes, or any postcode or geographical region outside of those stated below.
- We cannot accept orders for or deliver to the following locations: Isle of Man, Channel Islands, Guernsey, Jersey, Anguilla, Bermuda, British Antarctic Territory, British Indian Ocean Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat, Pitcairn, Henderson, Ducie and Oeno Islands, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Sovereign Base Areas of Akrotiri and Dhekelia, and the Turks and Caicos Islands
- We cannot guarantee “Launch Day Delivery” to the following postcodes: AB31-38, AB41-56, CA18-27, FK17-21, GY9, HS1-9, IM (ALL), IV (ALL), KA27-28, KW0-17, LA15-23, PA20-88, PH15-99, TR21-25, ZE (ALL)
- An attempted delivery on or before the delivery date meets our estimated delivery timeline. Please note that delivery may be delayed if you are unable to accept an attempted delivery, or due to inclement weather, strike, incorrect address or payment method information, or other unforeseen circumstance outside of our control.
Need more help?
Chat with us. PS Sales Specialists can help with your shipping and order enquiries via https://www.playstation.com/en-gb/support/direct-playstation-support/
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You can also visit https://playstation.com/support for troubleshooting support or, depending on the product, arrange a repair or replacement under your manufacturer's warranty (where applicable) provided by Sony Interactive Entertainment Europe Limited.
For questions about your account or purchase on PlayStation Network, please visit https://playstation.com/support.