Shipping & Returns

Shipping Policy

For Standard Shipping (3 Business Days)

Generally, most orders are delivered within 3 business days by 8 pm from Monday to Friday.

For Express Shipping (1-2 Business Days)

Generally, most orders are delivered within 1-2 business days by 8 pm from Monday to Friday.

For business customers, all orders will be delivered from Monday to Friday.

A Signature upon delivery required for all hardware and hardware bundles. 

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.

Return & Exchange Policy

1. NON-REFUNDABLE MERCHANDISE

 

The following items are not eligible for refunds unless the item is faulty (as determined by us) or is subject to a valid warranty claim (for those products subject to a written warranty), or unless the law otherwise requires:

  • Custom orders/personalized items.

  • Physical disc games with broken security seals or that appear to have been opened.

  • Subscription products (including PS Plus).

  • Digital games, codes, and content. 

  • Products designated as “non-returnable” on the product description page, or marked as “As-is,” “Clearance” or “Close Out” or “Final Sale.”

  • Purchases not made from PlayStation. 

     

2. MERCHANDISE RETURNS
 

a. Returns Window: For an order of a refund-eligible item, you have 30 days from the date your item ships to initiate a return. 

After you have initiated a return, we will provide you with a return merchandise authorization number (“RMA #”) and a prepaid shipping label. Your RMA # will expire 30 days from the date it is generated; your item will not be considered refund-eligible unless it is shipped back to PlayStation before your RMA # expires.  

 

b. Return Shipping: Returns should be sent to our returns fulfillment center using the prepaid Federal Express return shipping label we provide to you.   We reserve the right to reject any return that does not comply with this requirement.

 

PlayStation does not take title to returned items until they are accepted at our returns fulfillment center, and the risk of loss remains with you until the returned item(s) are delivered to us at that location.

 

c. Returns Requirements: In order to qualify for a refund, you must return the item within the applicable return policy period using the prepaid shipping label we provide to you, include the packing list or original purchase receipt, and identify the reason for the return.  All returned items must be in original condition, including all accompanying labels, cords, chargers, accessories, manuals, and other documentation.  

 

NOTE: For physical disc games to be considered in “original condition,” they must be returned, unopened, with all security seals intact.

 

d.   Rejected Returns: We reserve the right to reject returns that do not comply with our Returns and Refunds policy, including returned items:

 

  • Those are disc games that have been or appear to have been opened.

  • With missing, damaged, altered, or otherwise unreadable serial number labels, manufacturer model or part number labels, or warranty labels.

  • Without all original parts, or missing or damaged parts, packaging, and all other items originally included with the product.

  • From which the UPC code has been removed.

  • That exhibit signs of having been tampered with, customized, or altered in any way.

  • That appear used or damaged.

  • For which an RMA# has not been issued. 

  • That do not match the items in your order.

  • Items not purchased from PlayStation Direct.

 

We will notify you via email if your return is rejected. You will be responsible for the cost of shipping any rejected item(s) back to you. If you do not contact Customer Service to arrange the return of your rejected item(s) within ninety (90) business days from the date on the rejection notification, we will assume you do not wish to reclaim the property and will dispose of it at any time thereafter, in any manner as we see fit.  Sony Interactive Entertainment America Trading LLC will not be responsible for any property that goes unclaimed.

3. REFUND PROCESSING AND TIMING

 

Refunds will be credited after we have processed your return and confirmed the returned item (a) is eligible for return; (b) was returned in a timely manner; and (c) complies with our returns requirements. An item will be deemed to have been “returned in a timely manner,” if you (1) have requested a return merchandise authorization number (“RMA#”) within the applicable return-window period for that item; and (2) shipped the item back to us prior to the expiration of the RMA#. 

 

Please allow at least 8-10 business days after your refund status changes from “Return Initiated” to “Return Accepted” for your refund to be credited to your original payment method. (Note: depending on your payment method or financial institution, it could take longer for the refund to show up on your account.)