Q. What are Sony’s Contact Center Sales and Care Hours?

A. Visit our Contact Us page for details.

For any Sony Store related question or help with your purchase, our team is here to support you by phone or chat, please visit our Contact Us page for the most up to date hours.

For general Sony Product support and questions, you can reach our Sony Service Center here.

Q. How can I pay for my Sony purchase?

A. We accept the following payments methods:

• Credit card, including Mastercard, VISA, American Express
• PIN-less debit cards
• PayPal^*
• Apple Pay and Google Pay
• Affirm (buy now, pay later)

For single item purchases, we offer Express Pay options for Google Pay, Apple Pay and PayPal (please note that store credit cannot be used on Express Pay)

For all payment options, your form of payment will be charged at the time your item ships.

*Please note for PayPal: Only Canadian PayPal accounts are accepted.

Q. Can I place an order and pick it up somewhere local?

A. At this time, only delivery options are available but please check back soon! We hope to add local pick up options in the near future.

Q. Do you offer gift cards?

A. Currently we do not offer gift cards but check back soon! We hope to add gift card options in the near future.

Q. Do you have a gift receipt option?

A. We offer a gift option during checkout. By clicking “this is a gift” in the cart, this allows you to customize a message up to 100 characters. This message will appear on the packing slip included in the shipped box and the price will be left off entirely.

Q. What does pre-order mean?

A. We accept advanced orders for several newly announced Products. This allows you to reserve an item before stock is available in Canada. These items will have a “Pre-order” button. Simply click the “Pre-order” button and continue through the checkout process. While your payment method will be authorized for the amount, your payment method will not be charged any amount until your new item ships.

Q. When does my credit card get charged?

At the time you place your order, we will not charge your credit card but just authorize your credit card (or any method of payment used) for the total amount (including tax & other charges). Once your item ships, your payment method will be charged. Please note that sometimes orders with multiple products may be separated into multiple shipments. If this is the case, then each shipment will be billed to your payment method separately.

Q. What is a pre-authorization?

A. A pre-authorization hold simply confirms that funds are available on your credit or debit card. As soon as we can confirm that funds are available, we release the hold, returning it to your bank. Please keep in mind that depending upon your bank's timeframe, the funds can re-appear immediately or require up to an entire billing cycle prior to release. Only once your item is ready to ship, will we place the actual charge on your form of payment.

For Pre-orders, you might see a double pre-authorization as often your bank’s initial hold has expired, so we need to pre-authorize again.

If you'd like to find out more about the timeframe you can expect, we recommend contacting your bank or credit card company for details.

If the re-authorization fails, we will email you and ask you to update to a new credit card. The time you will have to be able to update to a new credit card will vary based upon the form of payment originally used and when the product will be ready to ship. We recommend you update to a new credit card ASAP.

Q. Where can I see the status of my order?

A. To view your order status, please click here. Be sure to have your order number along with the email address you used when placing your order.

If you have an account, you can find your order history in the Account Area after logging in.

If you’re having trouble tracking down any of the above info or need further assistance, please call or text us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, PlayStation support and other ways to contact please click here.

Q. Can I use a pre-paid credit card to place my order online?

A. We do accept prepaid credit cards, however, we recommend using a credit card with a credit line, a debit card that is linked to a financial institution, or your PayPal account for the most efficient shopping experience. Often pre-paid card purchases have trouble successfully going through for a variety of reasons.

If you decide to use your prepaid credit card, while we cannot guarantee the card will be accepted, we can offer a few tips. Please read the terms and conditions of the prepaid credit card before using it at the Sony Store. Please note, it is best to register your card with your name and billing address prior to purchasing online. Please make sure the value on the card can cover the entire order total. If there is a pending authorization on your prepaid card and your order is cancelled for any reason, it may take up to 30 days for the authorization to clear. The amount of time is dependent upon the issuing bank. You will need to keep the card throughout the entire process in case an amount is due or a refund needs to be credited. Please note, some prepaid cards do not accept refunds, meaning we will be unable to credit the original payment.

Q. Where can I order accessories or parts that are no longer available on Sony's online store?

A. Replacement parts and accessories can be ordered from our authorized parts distributor:

Encompass

https://sony.encompass.com

1-866-779-5153

Q. The Product I recently purchased is no longer listed for sale on your website.

A. We offer Products for sale at the Sony Store based on available inventory. If we find that inventory is no longer available and cannot restock the Product, then we will remove the “Add to Cart Button” and no longer offer it for sale. If a “Find Another Retailer” link is on the page, there may be some stock available at a Sony Authorized Retailer.

Q. I ordered a Product, but then a few days later found it on sale.

If you purchase an item online with us and the price is found lower on our site or with an Authorized Retailer within 30 days, you may be eligible for a refund of that difference. Please visit our price match policy in the Terms and Conditions or contact us toll free at 1-800-249-SONY (7669) and speak with a team member for more information. For more details on hours of operation and other ways to contact us click here For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. Does Sony’s online store have a price match policy?

A. Yes! We do have a price match policy available. Please visit our price match policy in the Terms and Conditions or contact us toll free at 1-800-249-SONY (7669) and speak with a team member for more information. For more details on hours of operation and other ways to contact us click here For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. How do I request a price match?

A. Subject to the Sony Store Terms and Conditions, you can start the price match process when making a purchase, or for up to 30 days after your order ships.

1. Chat with us online, or call us at 1-800-249-SONY (7669).
2. Have ready a valid current screen shot of the current price you are seeking to match - the digital ad, Sony Authorized Retailer's website, or Sony Store price. Photos or photocopies are not accepted.
3. Have your order number and item information ready. A price match request can only be requested by the purchaser (the person who was listed in the “Bill To” section of the order)

We will then review the price match request, including whether the subject Product is in-stock and ready to ship. Again, please see the Terms and Conditions at electronics.sony.ca/terms-conditions for details. For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. Does the Sony Store have a special Holiday price match policy?

A. Yes! To make you feel even better about your Sony purchase we have extended our price match policy to match our Holiday Season Return policy. Please visit our price match policy in the Terms and Conditions or contact us toll free at 1-800-249-SONY (7669) and speak with a team member for more information. For more details on hours of operation and other ways to contact us click here.

Q. Will you price match sales like Black Friday and Cyber Monday?

A. Yes! We will! Please visit our price match policy in the Terms and Conditions or contact us toll free at 1-800-249-SONY (7669) and speak with a team member for more information. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. How do I show “proof” of price?

A. The best way to show proof of price is to provide a valid link to the Sony Authorized Retailer’s website and a current screenshot of the price of the subject Product to the Customer Care representative you speak with. We will review the request, including by checking the website address of the Sony Authorized Retailer, to verify the lower price and availability of the Product.

Q. Do you price match the prices of a Warehouse club?

A. No. We do not price match the prices of warehouse clubs or any online retailer that requires membership as a requirement to receive the lower price.

Q. Are services eligible for price matching?

A. Due to the differences in services being performed, we do not price match service prices. This includes, but is not limited to, services such as delivery, installation and extended service or warranty plans.

Q. How does your price match policy cover a Product scheduled for delivery?

A. If we lower the price of a Product you purchased at any time before its scheduled delivery date, you are eligible for a full refund of the difference. To receive the lower price, you must contact Sony, please call or text us at 1-800-249-SONY (7669) or via chat from the Website. For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. What if the Sony Authorized Retailer does not have the Product in stock or has limited quantities of the Product?

A. We can only accept screen shots or links to Sony Authorized Retailers that show that an item is in stock. Sometimes retailers will advertise a Product in ads and on their websites as having limited quantities in stock. If the Product is out of stock or the retailer has advertised as limited quantities of a Product, it is not eligible for price matching. Likewise, if we have a Product that is advertised as being limited in quantity it will not be eligible for price matching.

Q. Do you price match “free gift with purchase” offers?

A. We do not price match “free gift with purchase” offers. This includes, but is not limited to, free gift cards with purchase offers.

Q. Do you price match “buy one, get one free” offers?

A. No. We do not price match “buy one, get one free” offers. See Terms & Conditions for details.

Q. Do you price match offers with financing?

We do not price match financing offers, for example: finance your purchase and get a free item. But you may buy a Product, get a price match on that product (if eligible), and still use offered financing plans on your original purchase. We also do not price match to a retailer’s price that can only be received when using the retailer’s credit card.

Q. Do you price match trade-in value and offers on trade-in Products?

A. We do not price match trade-in value and offers on trade-in products.

Q. Do you price match coupons?

A. We do not price match coupons. Also, customers can either use a coupon or price match (subject to eligibility, of course) to a lower price, but not both. We do not allow a coupon to be used on a Product that has a price match.

Q. How does price match apply to sales tax?

A. Price matching is only applicable to the pre-tax price difference amount. We are unable to calculate sales tax differences or override sale tax for price match purposes.

Q. How does your price match policy apply to pre-orders?

A. If the price of a pre-order product is less at the time of your item is ready to ship, you will be charged the original price, however, you will receive a refund for the difference, after delivery of your order. If you don’t see the refund, you should contact us at 1-800-249-SONY (7669). to request a price match within 30 days from your order ship date. If you do not automatically receive the refund and you do not contact us the refund will not be processed. For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. Do you price match for liquidation or going out of business sales?

A. Products in a liquidation or going out of business sale are clearance Products, which are ineligible and excluded from price matching.

Q. I ordered a bundle and now I see the price of the main product in the bundle has dropped, can I get a price match?

A. Yes! If the price on the main product of an offered bundle drops within 30 days, you may be eligible for a refund of that difference. Please visit our price match policy in the Terms and Conditions or contact us toll free at 1-800-249-SONY (7669) and speak with a team member for more information. For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. How can I see the latest promotions and Product launches?

A. For an easy view of our latest promotions such as sales and bundles, visit any category and filter by “Bundle Savings” and/or “On Sale”. You can also sign up for promotional emails by entering your email address when you visit electronics.sony.ca, or sign into your account and select to receive promotional emails.

Q. How can I order a Product that is not currently available?

A. Some new Products may be available for Pre-order. This allows you to place an advanced order and be one of the first to receive it when stock is available in the U.S. Look for the “Pre-order” button on any qualifying Product.

For other Products that are not currently available, look for the “email me when available” option on the Product listing. Here you can sign up to be notified when the Product becomes available for purchase on our website.

Q. Will my credit card be charged for pre-orders?

A. Pre-orders will have a pre-authorization hold placed on your credit card (or other form of payment) at the time your order is placed. If the pre-authorization hold has expired when your Product is ready to ship, we will re-authorize your credit card again prior to shipment. Your form of payment will only be charged when your order is ready to be shipped. If you cancel your credit card or your credit card expires before your order has shipped, you will need to login to your account and update the credit card information. If you checked out as a guest, please call us at 1-800-249-SONY (7669) to update your credit card information. For more details on hours of operations and other ways to contact us click here. If the re-authorization fails, you will receive an email asking you to update your credit card information. The time you will have to be able to update to a new credit card will vary based upon the form of payment originally used and when the product will be ready to ship, we recommend you update to a new credit card ASAP.

Q. How do I access my order?

A. To view your Sony Store order(s) click here.

If you have a Sony account, login to your account and visit your Order History. Here you can:

• Check your order status
• Track a shipment
• Return or cancel eligible items
• Print a Receipt

Q. How can I see my order status?

A. It's easy to check the status of your order. Click here to input your order number and the email address you used to place your order. Or, if you have a Sony account and want more detail, login into your account and go to [Order History]. Either option will give you access to the information outlined below.

On your order details page, a status message is displayed.

Status messages include:

• Received—We’ve received your order and payment information and will start preparing your order.
• Preorder—We’ve received your order and will begin to process your order when the Product has launched and inventory is available.
• In Process—We are preparing your order. When your order ships we will inform you and provide the tracking information.
• Shipped—Your item has shipped please note your tracking information.
• Delivered—The package has been delivered to the shipping address specified on your order.
• Order Cancelled—This status indicates your order has been cancelled.
• Return in Progress—This indicates your item is in the process of being returned.
• Return Complete—This indicates your returned item has been received, you have been refunded, and the return process is completed.

Q. How do I cancel my order?

A. All orders placed between 5:00 am EST and 7:00 pm EST can easily be canceled within the first 30 minutes after the order being placed. All orders placed between 7:01:00 pm EST and 4:59:59 am EST can also be canceled any time between 7:01:00 pm EST and 4:59:59 am EST.

    Simply click here and using your order number along with email address used to place the order, you can select “Cancel My Order”. Account holders can log in, visit your Order History to locate the order, then select “Cancel My Order”

Preorders and Back orders (orders that will ship at a future date due to product launch or future stock availability) can be easily canceled even after the first 30 minutes, up until the time they are sent for fulfillment, simply click here and using your order number along with the email address used to place the order, you can select “Cancel My Order”. Account holders can log in, visit your Order History to locate the order, then select “Cancel My Order”.

For orders placed between 5:00 am EST and 7:00 pm EST on business days, longer than 30 minutes ago, please contact Customer Support to attempt to cancel your order via Call: 1-800-249-SONY (7669) go to the Website and click on the Chat icon. Cancellation is not guaranteed after 30 minutes. For more details on hours of operation and other ways to contact us click here.

Once your item has shipped we will not be able to cancel your order, however, you will have the option to either refuse the delivery or process an return for your order. Please see our Return Policy for complete details.

Q. How do I view or print my receipt?

A. After you place your order, we will email you a copy of your receipt to the email address used when ordering.

Account holders can always print a receipt by logging in, visiting Order History and selecting an item to view order details. Then, select Print Receipt at the top of your order details page to access your receipt. If you ordered as a guest, you can also print a receipt by clicking here. Enter your order number and email address used for placing the order. There will be a Print receipt option at the top of the page.

Q. Can I return or exchange the item I purchased?

A. Most Products are eligible for return or exchanges for 30 days from the date of shipment. Please see our Return Policy located in our Sony Terms and Conditions for more info. (Please note that some Products are considered final sale and not eligible for return.)

Q. Do you have a Holiday Season Return policy?

A. Yes. All purchases made between November 1 and December 25 (“Holiday Season”) have until January 16 of the next calendar year, or within 30 days from date of shipment (whichever is greater), to return the Product. You can read about the full policy and specifics here Terms and Conditions.

Q. I bought a gift for someone. How can they return it if my purchase is more than 30 days from the time they want to return it?

A. Between November 1 through December 25 (the “Holiday Season”) we have extended our return policy window so that all purchases made during the Holiday Season have until January 16 (or 30 days from date of purchase), whichever is greater, to return the Product(s). Please review the details at Terms and Conditions

Q. I have some questions about a product(s) I am interested in buying, how can I get answers?

Our team is available to assist you with any questions you might have. From pricing to compatibility with other items you already own. For details on hours of operation and ways to contact us click here.

Q. I purchased an item that said it would come with a Coupon for my next purchase, when and how can I use the Coupon?

A. Sony will email the Coupon to you at the address used to place the order once your order is delivered. The Coupon must be used within 1 year from date of issuance or Coupon is forfeited, void and expired.
Here are other details about the Coupon:
Coupons are non-transferable, non-redeemable for cash or cash equivalent and have no cash value. Coupons are valid for only 1 purchase/transaction for Sony merchandise on electronics.sony.ca. If Coupon amount is only partially used, the remaining amount is void and will not be refunded, saved or otherwise redeemable. Return of the product that qualified for the Coupon or exchange for a product that does not qualify for the same Coupon will void the Coupon. Coupon does not apply to previous purchases, applicable taxes, or shipping and handling. Unless expressly stated in a promotional offer, Coupon may not be duplicated or combined with other offers, promotions or discounts. Subject to product availability, no rain checks issued. Other restrictions may apply. Void where prohibited, taxed or restricted by law and if altered, copied, transferred, or sold.

To redeem the Coupon, you must type the Coupon code into the promotion box on the Website at the time of purchase and the applicable discount will be deducted from the final price of the qualifying purchase. If you fail to enter the Coupon code at the time of purchase, the purchase will not be eligible for the Coupon discount. Coupon will not be applied to purchases after the purchase transaction is completed. Coupons will not be replaced for any reason.

Sony has no liability for late, lost or misdirected email, including, but not limited to, if provided inaccurate information or for any loss, damage or injury as a result of technical or telecommunications problems, including security breaches. If such problems arise, then Sony may modify, cancel, terminate or suspend the Coupon.

You may not use Coupons toward the purchase of refurbished Product.

Coupons may not be used on an order that the total of the cart is less than the coupon amount.

Coupon and promotional code offers are valid only in Canada, excluding territories.

Coupon code programs may be terminated or modified by Sony at any time in its sole discretion.

Q. I ordered a bundle that includes a free product, when will I receive the free product?

A. You will receive the free product with or after the main product that qualifies for the free product promotion is shipped.

Q. Do you offer group discounts on purchases?

A. Yes, we do! We offer different discounts for various different groups, such as: Military, Students, Teachers, Medical providers, Nurses and First Responders. Just use the ID.Me verification button during check out to receive applicable discounts on your purchase. Registering for the ID.Me discount at the time of placing an order may result in the discount not being available for that order. Please pre-register before trying to place an order to be assured the discount will apply, if applicable. Click here for more details.

Q. I would like to place an order for a large quantity of a specific product, but I can’t see a way to order. How can I place this order?

A. Good news, we can discuss and help with your order! Just reach out to our Sales and Care Contact Center. Contact us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. How long does it take for an order of a large quantity of products to ship?

A. Regular orders ship within 24 hours. Orders with a large quantity of products can take 1-2 days for processing before shipment. See Shipping/Delivery Terms & Conditions for details.

Q. Do you have a trade in program?

A. Sometimes Yes! We run different promotions at different times, keep an eye on the Website for our current promotions.

Q. I would like to place a tax-exempt order, but I can’t see a way to do so. How can I place this order?

A. Good news, we can discuss and help with your order! Just reach out to our Sales and Care Contact Center. Contact us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here.

For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. I was directed to Sony website (electronics.sony.ca) from The Sony Shop (thesonyshop.ca). Why was I sent here?

A. For any purchases before June 30th, 2025, it is likely you purchased from a partner website called The Sony Shop (thesonyshop.ca), powered by Gentec. This website is no longer selling Sony products, and it now points here, to the new Sony Store where you can buy directly from Sony.

Q. I purchased my product from The Sony Shop at www.thesonyshop.ca before June 30th, 2025 and need help. Who do I contact?

A. For any needs related to the order, including delayed or damaged shipments, returns, refunds, or similar issues – please reach out to The Sony Shop (Gentec) customer support directly by calling 1-844-513-7793 or by emailing info@thesonyshop.ca.

For any needs related to your product, including troubleshooting, repair, or technical support, Sony’s support team would be pleased to assist you and can be reached using the contacts found here.

Q. I have an unused gift card or discount code from The Sony Shop. Can I use at the new Sony Store website (electronics.sony.ca)?

A. Unfortunately as these are two separate entities, coupons, discount codes or gift cards from The Sony Shop (www.thesonyshop.ca) will not work on Sony's website.

If you received a code as part of a resolution from Sony’s product support team, please contact them directly for assistance by clicking here.

Q. What does Free shipping mean?

A. We provide free shipping on all Product.

• Orders placed before 2pm EST will be shipped out same day. All other orders are shipped next business day. Estimated delivery is 2-3 business days from ship date. Shipping times to rural areas and Northern Territories may take longer for all products.
• Shipping times in rural areas may take longer than stated above. A tracking number will be emailed. (excludes 50” and above TVs and projectors)
• Northern territories have limited service for TVs 50” and above and projectors.

We always do our best to deliver your order as quickly as possible, however, delivery dates can’t be guaranteed due to several factors such as weather or issues beyond our control.

Q. Do you have an express shipping option?

A. Not at this time, but please check back soon! We hope to add more shipping options in the near future.

Q. Do you ship orders every day?

A. We ship Monday through Friday, with the exception of some Federal Holidays.

We do not ship orders on:

• New Years Day
• Good Friday
• Easter Monday
• Victoria Day
• Saint-Jean-Baptiste Day
• Canada Day
• Civic Holiday
• Labour Day
• National Day for Truth and Reconciliation
• Thanksgiving Day
• Remembrance Day
• Christmas Day
• Boxing Day

Please note that during the different Holiday time frames, there may shipping delays due to no fault of Sony or the carrier.

Q. How are TVs 50” and above and projectors shipped?

A. TVs 50” and above and projectors are shipped via carrier and delivered to the threshold of your front door/delivery location. Threshold delivery includes two (2) flights of stairs at the exterior of the delivery address, to bring the shipment to the threshold, or doorway/entrance of the address. The carrier will call you to schedule a date and window of time* for delivery, usually between 4-9 business days. An appointment is required, actual delivery depends on your and our carrier’s availability. Shipping times to rural areas may time longer than the time stated above.

We always do our best to deliver your order as quickly as possible, however, delivery dates can’t be guaranteed due to several factors such as weather or other issues beyond Sony control. In rural areas of Canada the carrier may need to enlist the help of a local delivery company to deliver your product. This may increase the expected time to deliver.

*Window of time for delivery is typically a 3-4 hour window between 8am and 5pm on business days. Weekend, after hours and Holiday delivery appointments are currently not offered. Northern territories have limited service for TVs 50” and above and projectors.

Please note: For protection, the unit may be left on the pallet upon delivery.

Q. What companies do you use to ship TVs 50” and above and projectors?

A. Depending on where you live and where in Canada your TV is shipping from, we use:

• T Force
• CW Henderson
• Purolator
• Routes (for returns only)

When your order ships you will receive a shipping confirmation email which will include tracking information. Our shipping carrier will contact you by phone, email or text approximately 4-9 business days after your order ships to arrange a delivery appointment and, if applicable, installation appointment that works best for you. Shipping times in Canadian rural areas may take longer than stated above.

We always do our best to deliver your order as quickly as possible, however, delivery dates cannot be guaranteed due to several factors such as weather or issues beyond our control. Northern territories have limited service for TVs 50” and above and projectors.

Q. I live in a rural community will my order take longer to arrive?

A. Possibly.

• Orders placed before 2pm EST will be shipped out same day. All other orders are shipped next business day. Estimated delivery is 2-3 business days from ship date. Shipping times in Canadian rural areas may take longer than stated above. A tracking number will be emailed. (excludes 50” and above TVs and projectors)
• For televisions 50” and above and projectors, when your order ships you will receive an email with tracking information. Our shipping carrier will contact you by phone, email or text approximately 4-9 business days after your order ships to arrange a delivery and, if applicable, installation appointment that works best for you. Shipping times in Canadian rural areas may take longer than stated above.

Q. Why don't you ship to a P.O. Box address?

A. In order to provide the most extensive and protective coverage to our customers, we are unable to offer shipping to P.O. Boxes, third party mailbox services, or freight forwarders.

Q. Can I order Products to ship to a different mailing address?

A. Yes, you can separate out the billing and shipping addresses during check out. The Product(s) will be sent to the shipping address.

Q. I know you can ship my order, but can I place an order and pick it up somewhere local?

A. Not at this time, but please check back soon! We hope to add local pick up options in the near future.

Q. Can I ship my order internationally?

A. Currently we only offer shipping within Canada (with limited service to the Northern Territories).

Q. Why can’t I place an order to ship Products to an international location?

A. At this time, electronics.sony.ca (Sony’s website) only sells Products and services within its sales territory of Canada (with limited service to the Northern Territories)

Q. Can I have my order redirected to another address if my order has already been shipped?

A. Once your online Sony order ships it must go to the address you provided at the time you placed your order, subject to our Terms and Conditions

If you cannot receive your order after three attempts for delivery, it will be returned to our warehouse and we will process a full refund to the original form of payment you used to place the order. TVs 50” and above and projectors require a scheduled delivery. In the event that you do not schedule your delivery online as directed, our carrier will make three attempts to contact you to arrange the delivery date and time. If they are unable to contact you, the carrier will return your order to our warehouse, and we will process a full refund to the original form of payment you used to place the order. If you are unable to receive your delivery at the address on your order, we may be able to request a hold on your shipment for you to pick it up. Please reach out to our Contact Center Sales and Care Team. Contact us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here. When picking up your order, as per carrier regulation, your personal identification address will need to be shown and match the delivery address for your order.

In its sole discretion, Sony may additionally charge a restocking fee of 15% of the purchase price (“Restocking Fee”) to all Products.

Q. Do you have set up options for TVs?

Not at this time, but please check back soon! We hope to add set up options in the near future.

Q. Why do you require a signature to receive a package?

A. In order to offer the highest protection for your Product, shipments with carrier Purolator require a signature and a government issued photo ID upon delivery. The person signing at the delivery address must be 21 years of age or older and must sign at least their first initial and last name at time of delivery. Customers’ telephone numbers are not collected by Purolator for deliveries that require signature.

If you are not available to sign for your package:

1. Purolator will leave a note at your door informing you there is a delivery that requires signature and will mention that another attempt for delivery will occur the following day with a time window.
2. Purolator will update the same information on the tracking page for your package.
3. Instructions on how to collect your shipment from Purolator local hub within specified time frame will be mentioned on the Purolator tracking page for your shipment.
4. Purolator will make 3 attempts to deliver your package, if unable to deliver your package, you will be informed, and your package will be returned to our warehouse.

If you are unable to receive your delivery at the address on your order we may be able to request a hold on your shipment for you to pick it up. Please reach out to our Contact Center Sales and Care Team. Call us at 1-800-249-SONY (7669), or visit our Contact Us page for details on how to reach us. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here. When picking up your order, as per carrier regulation, you must show the carrier your government issued photo ID, which must match the delivery address for your order.

When signing for your package please document any damage on the proof of delivery.

Q. If I’m giving someone a TV, how do they arrange for delivery?

A. TVs 50” and above and projectors are delivered by a carrier of our choice. This means a date/time is scheduled for the unit(s) to be delivered. To arrange for a gift delivery, simply put the gift recipient’s delivery address in the shipping address when placing the order. You will also be emailed delivery instructions so that you can forward the details to the gift recipient. The gift recipient will then be able to coordinate a delivery appointment directly with our carrier.

Don’t forget! You need to enter your email address during check out. Otherwise if you enter the gift recipient’s email address, the gift recipient will receive the confirmation email, possibly before you give your gift. We recommend forwarding the emails after you communicate the gift.

Q. I can’t be home for delivery of my order, what can I do?

A. If you are unable to receive your delivery at the address on your order, we may be able to request a hold on your shipment for you to pick it up (excludes 50” and above TVs and projectors). Please reach out to our Contact Center Sales and Care Team. Call us at 1-800-249-SONY (7669), or visit our Contact Us page for details on how to reach us. When picking up your order, as per carrier regulation, your government issued photo ID must be shown to the carrier and match the delivery address for your order.

Q. My order says delivered, but I don’t have it. What do I do?

A. If your tracking number is showing as delivered and you didn’t receive your order, please promptly contact our Center Sales and Care Team at 1-800-249-SONY (7669), or visit our Contact Us our contact us page for details on how to reach us. IMPORTANT: Due to carrier restrictions reports of lost or missing orders 30+ days after the delivery date cannot be honored and all sales are considered final.

Q. What is your return policy for Sony Products that are ordered online?

A. Our Return Policy allows for most Products purchased directly from our Sony Store to be returned by you within 30 days from date of shipment for a refund of purchase price actually paid minus any return shipping costs and deductions per the Return Policy, with certain exceptions. If your TV or projector is delivered with a damaged box, please refuse delivery at the door. If you accept the delivery with visible box damage, note “damaged” on the receipt that you sign with the delivery carrier.

In its sole discretion, Sony may additionally charge a restocking fee of 15% of the purchase price (“Restocking Fee”) to all Products. Products must be returned in the original packaging, with all included accessories, instruction sheets, components, Product literature and with bundled third party and/or Sony merchandise (if applicable). Shipping and handling charges are not refundable.

Please note that TV returns 50” and above and projectors must be picked up by our partner carrier from the same address the unit was delivered to. You will receive a call from our partner Routes to schedule pick up with the carrier.

Subscriptions, cloud services, movies, music, game hardware, games, software, professional Products, gift cards, engraved Products and 500mm super telephoto lens (SAL500F40G) are final sales and can only be exchanged for the same Product if defective. Please note, you shall assume all risk of loss or damage to Product while in transit to Sony. If you have received a damaged, defective or incorrectly shipped Product, within 14 days, please call us at 1-800-249-SONY (7669) or contact us via chat from the Website.

See the Terms and Conditions for complete details regarding our Return Policy.

Q. How do I return my Sony online purchase?

A. We're sorry that you're considering returning your merchandise. If there's anything we can do to change your mind or to make you more satisfied with your purchase, please call us at 1-800-249-SONY (7669), for other ways to contact us and our hours of operations please click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

• To return orders shipped to you by Sony: Click here and enter your order number along with the email address used when placing the order. Once your order is up, select the return/refund option and follow the steps. When that is complete, a shipping label will be provided, take the shipping label along with the Product to Purolator to return the merchandise to Sony.

For Account holders, you can also locate your order after logging in and going to your Order History. If the Product is eligible for return, you will see an option to start the same return/refund process as above.

  Once you have received the return shipping label from Sony, please promptly send the Product back to Sony as you have a limited time period for the return to be received by Sony in order for you to receive your refund. RMAs are valid for only 30 days from delivery of Product.

Additionally For TVs 50” and above and projectors:

Our partner Routes will contact you within 24 hours to schedule a pickup time with our preferred carrier.

Please allow approximately 4 - 7 business days from pick up of the unit to return to Sony’s warehouse.

Upon arrival of the returned Product at Sony’s warehouse, your return will be inspected.

Please allow up to 10 business days for the refund to your original payment method.

In its sole discretion, Sony may charge an additional restocking fee of 15% of the purchase price (“Restocking Fee”) to all Products.

If your TV or projector is delivered with a damaged box, please refuse your delivery at the door. If you accept delivery with box damage visible, kindly note “damaged” on the receipt you sign to accept the product with the carrier, and please call 1-800-249-SONY (7669) and we can discuss replacement options and return of the damaged TV. If you would like to initiate a self-service return option, please click here, within 5 calendar days of delivery. After 5 calendar days please contact us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Things to note:

• The RMA number must be written on the outside of the packaging/box.
• If you return Product to Sony (i) without a RMA from Sony or (ii) beyond the 30 day issuance period, or (iii) without original packaging, including accessories, instruction sheets, components, Product literature and/or bundled third party and/or Sony merchandise (if applicable), Sony retains the right to either refuse delivery of such return or charge you a 15% Restocking Fee of the purchase price.
• Please allow 7-10 business days after receipt of the returned Product for Sony to credit your account.
• Shipping and handling charges and installation costs are not refundable.
• You assume all risk of loss or damage to Product while in transit to Sony.
• Products that have been damaged, missing accessories, instruction sheets or with damaged packaging while in your possession are not eligible for return to Sony.
• Use of Sony provided shipping label is required, use of personally provided shipping labels is not permitted.
• IF THE PRODUCT IS RETURNED TO AN UNAPPROVED LOCATION (WHETHER AN UNAPPROVED CARRIER OR SONY LOCATION) SONY WILL NOT ISSUE A REFUND UNTIL THE PRODUCT IS CONFIRMED TO HAVE BEEN RECEIVED.

Q. I just realized I didn’t return an item that was part of the bundle I ordered, what do I do now?

A. To receive a full refund all items included in the order need to be returned at the same time. To return the other items please call us at 1-800-249-SONY (7669), for more details on hours of operation and other ways to contact us please click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. I returned my purchase, how will I get my money back?

A. Your refund will be processed back to the original form of payment.

If your TV is delivered with a damaged box, please refuse your delivery at the door. If you accept the TV delivery with visible box damage, note “damaged” on the receipt that you sign with the delivery carrier.

Q. I returned my purchase and I no longer have my original form of payment, how will I get my money back?

A. No problem, please call us at 1-800-249-SONY (7669), for more details on hours of operation and other ways to contact us please click here and we can request to have a check mailed to you instead, which may take up to 4 weeks. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. My product arrived damaged, what do I do?

We’re sorry your product arrived damaged. Please call us at 1-800-249-SONY (7669) and we can discuss replacement options and return of the damaged product. If you would like to initiate a self-service return option, please click here, within 5 calendar days of delivery. After 5 calendar days please contact us at 1-800-249-SONY (7669). For more details on hours of operation and other ways to contact us click here. For PlayStation support and questions, please call 800-345-7669, for more PlayStation support and other ways to contact please click here.

Q. Do you have a special Holiday return period?

A. Yes! You may return eligible Products purchased between November 1 and December 25 (“Holiday Season”) until January 16 of the next calendar year, or within 30 days from date of shipment (whichever is greater).

Q. Is there a deadline to register my new Sony Product?

A. By purchasing directly with the Sony Store, your items are automatically registered. This means you can automatically enjoy all the benefits Product registration offers such as easier access to support content, getting Product updates by email and keeping all of your Sony Product information in one central place. The only exception is if you select your purchase as a gift, then the Product is not automatically registered so that the gift recipient can register with the correct owner information.

Q. If I don't register my Sony Product will that void my warranty?

A. Your Product will be automatically registered for you, unless you selected your purchase is a gift. The Limited Warranty that accompanies a Product is not impacted in any way by Product registration.

Your receipt is the only proof of purchase that you need to validate the Limited Warranty that accompanies your Product. The registration of your Product helps us get in touch with you in the event that we have updates or information that we need to share with you about your Product.

Q. How long is the Limited Warranty that comes with my product?

A. Please see the Limited Warranty card that comes included with your product for exact details for your particular product.

Q. How do I get Product support for my Sony Product?

A. Sony offers a variety of support options online at our Support Site at sony.ca/support.

Here you can find things like Manuals, Drivers, Tutorials, Product FAQs and more.

Q. Where can I take my Sony Product to get repaired?

There are many different Sony Authorized Service Centers that you can visit to get your Sony Product repaired. To find a Sony Authorized Service Center please visit this link.

Q. Where can I get a manual for my Sony Product?

A. Manuals are available online to view or print at our Support site at: https://www.sony.ca/en/electronics/support/manuals

You can also visit https://www.truemanuals.com to purchase a printed copy of most manuals.

Q. Can Sony TVs purchased in Canada be used in Europe?

A. Sony sells TVs and products only for use in the United States and Canada. We recommend that you buy a TV in the country that you intend to use the product. Moreover, the following information is important for you to know:

• TVs sold in US conform to US and Canada Regulations and Certifications.
o Other countries will have their own Plug Types, Regulations and Certifications.
• Over-The-Air broadcast formats are different from region to region.
o US uses ATSC format.
o Europe uses DTV format.
• BluRay and DVD players and media are different between Europe and US.
• A Streaming app availability will vary from Country to Country.
o Apps available in Canada for example may not be available in Europe.

Q. I received an email about my order, but I don’t think it was from Sony. What do I do?

A. Here are some of the email addresses Sony sends order emails from:

• sonydirectsalessupport@sony.com
• Sony-Electronics@email.sel.sony.com
• noreply@email.sel.sony.com

Sony does use other email addresses to communicate with you. If you are concerned, please call us immediately at 1-800-249-SONY (7669)

For other ways to contact us and our hours of operations please click here

Q. I received a call about special discounts, was it really Sony?

A. We will only contact you if there is an issue with your order, or if you contacted us first. We will not randomly contact you and offer discounts. Please be vigilant to avoid scammers. Should you have questions, please contact us at 1-800-249-SONY (7669).

Q. I received an order confirmation email, but I didn’t place an order. What do I do?

A. Please check with everyone in your household, and if no one placed an order please call us immediately at 1-800-249-SONY (7669). For other ways to contact us and our hours of operations please click here