PS Direct FAQ & Support

PRE-ORDER FAQs

1)  What is a pre-order?

  •  A “pre-order” allows you to place an order 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?

  • Add a product on pre-order to your shopping cart.
  • Although a credit card is required, it will not be charged until your item ships.
  • Please make sure your credit card will not expire prior to when your item is expected to ship.
  • In most cases, you can pre-order an item on PlayStation Direct up to 4 days prior to the listed 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 the individual items within your order as each item becomes ready to ship. (refer to #4)
  • You will not be charged at the time you place your pre-order; however, we will pre-authorize your credit card for the estimated total for all items displayed in your cart. Credit card pre-authorizations will drop off in 1-8 days, depending on your financial institution. 
  • Credit card authorization is required in order to validate your payment information.              
  • Please note that we will re-authorize your credit card a few days prior to the pre-order ship date to ensure that the transaction runs smoothly when the item ships.
  • Your pre-order will be cancelled if your bank fails the re-authorization for reasons such as: insufficient funds, card expired, etc. and a cancellation notification will be sent to the email on file. In order to avoid such a scenario, 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).
  • To see how to verify and/or modify your payment information (refer to #13)

 

 

4) If I order items that are available now with my pre-order when will I be charged?

  • For mixed orders, items that are available now will be grouped into one order and you will be charged when those items ship. Pre-order items will be split into individual orders, regardless of the release date and you will be charged when each individual item ships.

5) When will I receive my pre-order(s)?

  • Generally, pre-orders are delivered on or near the listed Release Date. (Refer to #14).
  • 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.

 

6) What happens if a pre-order release date changes?

  • If this happens to an item you have pre-ordered on PlayStation Direct, we will send you an email notification.

 

7) 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.

8) 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 PS Direct while signed into your PSN account, you can go to “my orders” under your account profile on PS Direct. 

 

9) Will I be reminded before my pre-order ships?

  • Not necessarily. You will receive a notice only if something about your order has changed (e.g., the release date).
  • As soon as your order has shipped, we'll email you the tracking number of our delivery carrier.

 

10) Can I cancel my pre-order?

  • You can cancel your order 7 days before the release date.  
  • A cancellation option is available on your order details (Refer to #8).
  • Click here for cancellation steps

 

11) 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.

12) 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 (Refer to #8).
  • Please check shipping restrictions (Refer to #14 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 (Refer to #13).

 

13) Can I change my payment method?

  • You can modify the credit card information associated to your pre-order 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).
  • To see information on when you will be charged Refer to #3.
  • When changing the payment method please take a moment to make sure your shipping address is up to date (Refer to #12).

 

14) What shipping option is available for pre-orders?

  • PlayStation Direct offers a “Launch Day Delivery” option for shipping pre-order items to eligible addresses.
  • The listed zip codes below 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
  • Delivery to military and diplomatic addresses (APO/FPO/DPO) 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.