FAQ & Support

Due to current circumstances, customers may experience order delivery delays or disruptions of up to 1-3 business days. The shipment tracking link can take up to 48 hours to update on our carrier's website, even after you have received the shipment confirmation email.  We apologize for any inconvenience and thank you for your support and understanding during this time. Check your tracking link for updates on the status of your delivery. For general questions about product orders or shipping, please visit our FAQs.

 

SHIPPING & TRACKING FAQ
    

1) 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.

2) How can I track my order?

  • As soon as your order has shipped, we'll email you a FedEx tracking number. You can track your package at https://www.fedex.com/en-us/home.html. NOTE: The FedEx tracking link can take up to 48 hours to show up on the FedEx website, even after you have received the shipment confirmation email. Shipments in the FedEx system 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. 
     

3) 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.
     

4) How can I change my shipping address?

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

5) What is the express shipping option?

  • Generally, eligible orders are delivered within 1 business day. 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)  

6) What is the standard shipping option?

  • Generally, eligible orders are delivered within 2 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 3PM ET. Orders places after 3PM ET will be processed on the next business day.
  • 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 Shipping (1-Business Day)- Generally, most orders are delivered on next business day by 8 pm from Monday to Friday. Additional restrictions may apply to addresses in select states and certain zip codes (3).
  • For Standard Shipping (2-Business Days)- Generally, most orders are delivered within 2 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