FAQ & Support

SHIPPING & TRACKING FAQ

1) How much does delivery cost on direct.playstation.com?

  • The cost of delivery varies depending on whether you are a member of PlayStation Plus and the items you are purchasing. 

  • PlayStation Plus members are eligible for express delivery on all orders  at no extra cost. This is a benefit of PlayStation Plus membership. 
  • PlayStation Plus members are also eligible for express delivery at no extra cost when purchasing a console with at least one additional game or an accessory. This is a benefit of PlayStation Plus membership.
  • You must be signed-in with your account for PSN and have a valid PlayStation Plus membership at the time of your purchase to be eligible for this delivery benefit.

  • Customers who are not PlayStation Plus members are eligible for:
  • Free standard delivery on orders of games and/or accessories totalling over $40. Excludes pre-orders.
  • Free standard delivery when purchasing a console and at least one additional game or an accessory

  • Other conditions may apply, scroll down for further information on Express Delivery and Standard Delivery and restrictions on order processing and delivery.

2) 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. PlayStation Factory Recertified products cannot be shipped to military locations (APO/FPO/DPO).

3) 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.  
  • For more information about shipping and orders, please visit support.

4) Will my order be shipped in the same package if I have mulitple items in my order?

  • Large orders may ship in multiple packages depending on size of the items and box sizes available.
  • PS5 consoles will ship separately.

5) 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.
     

6) How can I change my shipping address?

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

7) Can my order be shipped to a package holding facility?

  • Currently we do not allow orders to be shipped to any freight holding or forwarding companies.

8) What is the express shipping option?

  • Generally, eligible orders are delivered within 2-4 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)  

9) What is the standard shipping option?

  • Generally, eligible orders are delivered within 5-6 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 11am PT/2pm ET. 
  • 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 Delivery (2-4 Business Days) - Generally, most orders are delivered within 2-4 business days by 8 pm from Monday to Friday. Additional restrictions may apply to addresses in select states and certain zip codes (3).
  • For Standard Delivery (5-6 Business Days) - Generally, most orders are delivered within 5-6 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