Frequently Asked Questions

CANCELLATIONS, RETURNS & REFUNDS FAQ

1) How do I cancel an order?

• Go to Order Look Up and select Cancel if your order hasn’t already been processed.

2) Is my order eligible for a return?

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

3) When will my Return be Processed?

• Once we receive your return, we will process it within 5 business days. If you returned your order for a refund, it may take up to 7 business days after the return is processed to reflect on your account. If you returned your order for a replacement, the replacement order will ship within 3-5 business days after processing the return.  

4) How do I initiate a return from Order Look Up?

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.
   If you have multiple packages to return, you will need to initiate a separate return for each package. Please initiate a return by selecting the items you want to return within each package.
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.

5) How to I Initiate a return from My Orders?

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.
   If you have multiple packages to return, you will need to initiate a separate return for each package. Please initiate a return by selecting the items you want to return within each package
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. 

For additional information, please visit support.