FAQ & Support

PRE-ORDER FAQs

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 to pre-order?

  • To reserve a product marked with the "pre-order" ribbon, simply add it to your shopping cart.
  • A credit card is required to make a pre-order reservation.  Although we will pre-authorize the amount of your pre-ordered item(s) upon checkout, your credit card will not be charged until your item is ready to ship.
  • Please make sure your credit card will not expire before your item is expected to ship.
  • In most cases, you can pre-order an item on direct.playstation.com up to 4 days prior to the scheduled release date and time.
  • After placing your order, you will receive an e-mail confirmation containing an order reference number.     

 

3) When will I be charged?

  • Your credit card will be charged for your pre-ordered item once it is ready to ship
  • At the time you place your pre-order reservation, we will pre-authorize your credit card for the estimated total for all items displayed in your cart. A pre-authorization hold is temporary and does not cause your card to be charged.  However, the amount of the pre-authorization may count against your credit limit for approximately 1-8 days, depending on your financial institution. Credit card pre-authorization is required in order to validate your payment information.
  • Approximately 10 days before your pre-ordered item is scheduled to be released, we will notify you via email that we will be authorizing your credit card for the item (plus the applicable tax & shipping costs).  If you no longer wish to receive the pre-ordered item, you may cancel your reservation up until the item enters the shipping process, in general 6 days before the currently scheduled release date (see #11 below for information on how to cancel).  By not canceling your reservation, you authorize us to charge your credit card for the applicable amount prior to shipping the item.
  • NOTE: Your pre-order reservation will be cancelled if your bank fails the credit authorization for reasons such as: insufficient funds, card expired, etc.; credit authorization happens approximately 5 days prior to the item’s release date.  If credit authorization for your pre-order fails, a cancellation notification will be sent to the email on file. In order to avoid having your reservation canceled, please make sure your credit card is valid at least 7 days prior to the release date (you will not be able to make any changes to your payment or shipping information after that).  See # 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?

  • When you check out, we will pre-authorize your credit card for the total estimated amount of all items displayed in your cart.  However, you will not be charged for any of the items until they are ready to ship.
    • 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-order 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 #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?

  • While 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 #15 below for pre-order shipping options or visit the shipping FAQ page)
  • Delivery to Alaska or Hawaii, military or diplomatic bases and certain zip codes may take longer.
  • 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 credit card 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 canceled all together, we will notify you via the email address on file.

8) Can I pre-order more than 1 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 have pre-ordered an item you can check your order here. Please note that you will need your order reference number and associated email address on file to access your order status. All pre-ordered items will be listed along with their expected release dates.
  • 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?

  • It depends on when you place your pre-order reservation. 
  • If you placed your reservation at least 15 days before the item’s scheduled release date, you will receive an email approximately 10 days before the release date to remind you that we will soon be charging your credit card for the amount of the item (including any applicable tax & shipping costs).  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, in general 6 days before the currently scheduled release date. Unless you cancel your reservation, you authorize us to charge your credit card for the applicable amount prior to shipping the item. See Section #11 for information on how to cancel a pre-order reservation.
  • If you place your pre-order reservation less than 15 days before the scheduled release date you will 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?

  • Yes, you may cancel your reservation up until the item enters the shipping process, in general 6 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 canceled.  (See Section #12 below for information on returning a pre-ordered item.)

12) Can I return my pre-order after delivery?

  • You may return your pre-order item within thirty days from the date it ships, as long as the item is unopened.
  • Please check our Return & Refunds FAQ for more information.

13) Can I change my shipping address?

  • You can modify the shipping address associated to your pre-order anytime up to 7 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 #8 above).
  • Please check shipping restrictions (Refer to #15 below and  Shipping FAQ 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 the credit card information associated with your pre-order reservation anytime up to 7 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 #8 above for more information).
  • To see information on when you will be charged, refer to #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?

  • direct.playstation.com offers a “Launch Day Delivery” option for shipping pre-order items to eligible addresses.
  • The listed zip codes below are not eligible for “Launch Day Delivery” and 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
    • CA: 92239, 92304, 92338
    • WA: 98262, 98286
    • This list may not be exhaustive
  • Delivery to military and diplomatic addresses (APO/FPO/DPO) are not eligible for “Launch Day Delivery” and may require 30-40 days.
  • 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 credit card information, or other unforeseen circumstance outside of our control.