Frequently Asked Questions

Shipping

International Shipping

• PS5Net does not currently ship to locations outside of the U.S.

Signature Required Packages

• To ensure your item is delivered securely, your FedEx delivery driver will require a signature from someone at your home when delivering the package.
• Once you receive your tracking number, you can visit fedex.com/tracking and enter your tracking number to see the latest update on your delivery status.

Package Holding

• If you’re not able to be home for delivery, you can now request to have a PS5Net package held at a FedEx facility for pickup.
• To schedule a hold for pickup, simply have your tracking number ready and call FedEx Customer Service at 1-800-GoFedEx (1-800-463-3339) or make a FedEx Delivery Manager account on FedEx.com.

APO/FPO

• Delivery times to military locations are outside of our control. Delivery times may vary, often taking longer than expected.
• NOTE: Expedited shipping is not available for APO/FPO addresses.

Missing or Damaged Package

• If you missed your delivery, carriers may place a missed delivery notice on your door or mailbox with instructions to pick up or redeliver your package. If no notice was left behind, or you have issues with the carrier, please contact Customer Service.

Returns

We value our customers and are committed to providing quality support when things do not go as planned. Our return policies are described below. To process a return in-store, an in-store receipt or PS5Net.com order number is required.

Return Policy

Except as provided below, unopened new products, including new software, hardware, accessories, collectibles, and unworn apparel (with tags attached) are returnable within 15 days of purchase. Unopened “special” or “collector” editions of video game software and hardware are returnable within 7 days of purchase. PCs, and their components and accessories, laptops, TVs and monitors may be returned within 7 days of purchase and are subject to a 5% restocking fee. Steam Decks may be returned opened or unopened within 14 days of purchase. Pre-owned products can be returned for a full refund within 7 days of purchase.

Any product purchased between 11.17.24 and 12.24.24, may be returned with receipt by 1.18.25. Product must be in resale condition. Package for new product must be unopened. (Does not include products outlined in return exceptions, or final sale merchandise).

The following items are not eligible for a return or exchange and are considered “final sale” at time of purchase: Trading cards, blind items clearance products, seasonal products, consumable products, individual bundle components, digital products, Graded PSA Card products, and bundles containing digital products, and issues of Game Informer magazine. Opened new hardware, new software, new accessories, collectibles, and PC are not eligible for return. Defective exchanges are permitted within the return window.

Defective Exchange Policy

Defective merchandise (other than PCs, and their components and accessories, laptops, TVs and monitors) can be exchanged within the return window for an identical replacement. Pre-Owned defective items can be exchanged within 15 days (excludes Pre-Owned PC). Pre-owned Tech (i.e., phones and other tech devices) can be exchanged through Customer Service only. For defective PCs and their components and accessories, laptops, TVs and monitors, customers must contact the manufacturer directly to inquire about a refund or exchange of these items (manufacturer contact info can be found by calling PS5Net support at 1-919-324-8309). If an identical replacement is not available, a store-credit may be offered at PS5Net’s discretion.

Pro Benefits

A Pro Member may benefit from the following exceptions to the return policy: (1) Unopened new software and hardware are returnable within 30 days of purchase; (2) Pre-Owned defective items can be exchanged within 30 days (excludes Pre-Owned Tech and Pre-Owned PC); (3) Pro Members may cancel their membership and receive a full refund within 2 days of purchase of the Membership if the Member has not used any of the Pro benefits, including discounts, subject to certain conditions.

Other Terms

You can return most items in-store or by calling our customer service at 1-800-883-8895; online orders may be returned in-store without a fee, and shipped returns will incur a fee of $8.99. Pre-owned Tech (i.e., phones and other tech devices) are returnable only via calling customer service. All video game console returns are subject to a $14.99 return shipping fee.

Items purchased online that exceed $500 cannot be returned in store. Items returned should be returned with all applicable components and original packaging. Items purchased in-store must be returned in-store. We will refund the purchase price and applicable taxes and fees to the original form of payment or provide a replacement, as indicated in this policy. Orders shipped to PR, HI, or AK are eligible for in-store return only.

PS5Net reserves the right to limit, or decline returns or exchanges regardless of whether the customer has a receipt. All returns require a receipt or a PS5Net.com order number. Refunds issued for lost items are subject to recharge if PS5Net can verify delivery or frequent abuse. All decisions regarding returns are subject to applicable laws. PS5Net retains final authority to accept or decline any item that is eligible for return. Under no circumstance will PS5Net accept return of an ineligible item. PS5Net may, in its sole discretion, refuse return of an item it deems to present a potential health or safety risk to any individual. PS5Net also reserves the right to close PS5NEt.com accounts, or to cancel or refuse orders or returns for violations or abuse of our returns policy, or any fraudulent activities relating to returns.

Claims for “Lost in transit” or “Delivered but not received” orders must be submitted within 60 days of shipment date.

Products or services purchased while on sale or through special promotions may be subject to additional restrictions and may not be eligible for refunds or exchanges.

Customers that participate in a “Buy Now Pay Later” offering, such as those offered by PayPal, in connection with the purchase of any product, shall be entitled to a refund for such product in accordance with the other terms of this Return Policy. However, any such refund will not affect the customer’s obligation to make installment payments to PayPal.