Q. What are Sony Electronics' Contact Center Sales and Care Hours?
A. Visit our Contact Us page for details
Q. How can I pay for my Sony purchase?
A. We accept payment by PIN-less debit cards and credit card, including Mastercard, VISA, American Express, JCB, Discover and PayPal. Your credit card will be charged at the time of shipment.
Q. Do you offer gift cards?
A. Currently we do not offer gift cards this 2021 holiday season but check back soon! We hope to add gift card options in the near future.
Q. Do you have a gift receipt option?
A. No, we do not have a gift receipt option that sends a package with a gift receipt omitting price and personal message. We hope to add this feature soon.
Q. What does pre-order mean?
A. Pre-order is the option to place an order for a Product that is new to Sony and not yet in stock. Often Products are available for pre-order on our online store before they are available, and sometimes, before they are available through any other retailer in the US. If the Product you are interested in displays a "Pre-Order" button, simply click it and continue through the checkout process to ensure you are among the first in the US to receive the Product you are interested in.
Q. When does my credit card get charged?
A. We will not charge your credit card until your purchase is ready to ship. At the time you place your order, we'll pre-authorize your card for the total purchase amount plus any applicable taxes and shipping charges.
Q. What is a pre-authorization?
A. At the time that you submit your Sony order, we will request that your financial institution create a pre-authorization hold on your account for the total amount of your order. This means that we have not actually charged your account so you are not responsible to pay anything or incur any interest yet. Only once we are ready to ship your order will we collect payment from your credit card.
Pre-orders: There is a pre-authorization for the amount of the order at the time the order is place. Next, there is a re-authorization at the time the order is shipped.
Back-orders: The credit card will be pre-authorized and re-authorized at the time the order is shipped.
Q. Where can I view the status of my order?
A. Log into your account and visit your Order Detail page to check the status of your order. If you do not have an account, refer to the order confirmation or order status updates emailed to you. Or, if you have additional questions or concerns about the status, please call or text us at 1-800-249-7669 or via chat from the Website (electronics.sony.com).
Q. Can I use a pre-paid credit card to place my order online?
A. We follow a very rigorous fraud protection process that may cause some pre-paid credit cards to be blocked or may result in submitted orders that use pre-paid cards being cancelled. As there are many different credit card providers, orders with pre-paid cards are reviewed on an individual basis and we cannot guarantee that your pre-paid credit card will be accepted.
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:
Q. The Product I recently purchased is no longer listed on the Sony online store. Is there a problem with the Product that caused it to be removed?
A. The Product offerings on our Website are based on stock availability. A Product is removed from sale on the Website when we no longer stock it.
Q. I ordered a Product, but then a few days later found it on sale.
A. Please see our price match policy in the Terms and Conditions and relevant FAQs here.
Q. Does Sony’s online store have a price match policy?
A. We do offer price matching on many Products upon request and as set forth in detail in our Terms and Conditions located on electronics.sony.com. Please call us toll free at 1-800-249-7669 and speak with a Sales Specialist for more information.
Q. How do I request a price match?
A. When making a purchase, or for thirty (30) days after the purchase, please talk to a Customer Care Specialist with your price match request. Please share a valid, current screen shot of the price offer of the Sony Authorized Retailer that you are requesting to price match. We will then review the price match request, including whether the subject Product is in-stock and ready to ship. A price match request can only be requested by the purchaser (the person who was listed in the “Bill To” section of the order). Please see the Terms and Conditions at electronics.sony.com for details.
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?
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. No. 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 drop the price of a Product we sold you at any time before its scheduled delivery date, we will refund 100% of the difference. To receive the lower price, you must contact Sony, please call or text us at 1-800-249-7669 or via chat from the Website.
Q. What if the Sony Authorized Retailer does not have the Product in stock or has limited quantities of the Product?
A. 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. No. 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 offers with financing?
A. No. We do not price match financing offers. But you may buy a Product, get a price match (if eligible), and still use 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. No. We do not price match trade-in value and offers on trade-in products.
Q. Do you price match coupons?
A. No. 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. We price match the pre-tax price on eligible price matches. We do not take sales tax into consideration for price match purposes. We will not override sales tax to price match.
Q. How does your price match policy apply to pre-orders?
A. If the price of a pre-order Product drops at the time of shipment, you will be charged the lower price.
Q. Do you price match for liquidation or going out of business sales?
A. No. Products in a liquidation or going out of business sale are clearance Products, which are ineligible and excluded from price matching.
Q. How can I see the latest promotions and Product launches?
A. Promotions and Product launches are reflected and updated daily to reflect the latest available information at electronics.sony.com.
Q. How can I order a Product that is not currently available?
A. With regard to backorders:
The Product will show as available for backorder with the Product availability date. Orders will ship based on the estimated availability date. If a Product is not available, look for the “email me when available” option on the Website. Feel free to sign up for updates on the Product.
With regard to new Product:
Upon announcement of Sony’s new Product, the Product may be available on the Website for pre-order. The Website will indicate when the Product will launch and be ready for shipment. Many Product launches will have limited quantity available for pre-order. The Website will reflect if pre-orders are available or not.
Q. Will my credit card be charged for pre-orders or backorders?
A. For backorders and pre-orders, your credit card will have a pre-authorization hold placed on the credit card at the time your order is submitted. If the pre-authorization hold has expired when the Product is available for shipment, your credit card will have a re-authorization prior to shipment and payment capture will occur when your order is ready to be shipped. If the re-authorization fails, your order will be cancelled, and an email will be sent to you indicating the credit card re-authorization failure so you can follow up with your bank and re-order when you’re ready.
Q. How do I access my order?
A. To view your Sony order(s) online: Guests may submit their order number and email addressed (used to place the order) to “Track My Orders”. If you have a Sony account, login to your account to review the following information (go to Order History):
Q. How can I see my order status?
A. It's easy to check the status of your order. As a Guest account or under your Sony account, click on [Track My Order] to input your order number, email (used to place your order) and telephone. If you have a Sony account and want more detail, login into your account and go to [Order History] to have access to the following information:
On your order details page, a status message is displayed. Status messages include:
Q. How do I cancel my order?
A. Upon order confirmation your order is promptly processed and dropped to our warehouse for shipment. For Products (other than TVs) that you order while in-stock, within 30 minutes of placing your order you can cancel your order online by going into your Order History and choose, [Cancel My Order]. For TV cancellation within the 30 minutes cancellation window, you must contact Customer Support to cancel your order via Call or Text: 1-800-249-SONY (7669) or go to the Website and click on the Chat icon.
For pre-orders, back-orders and all other attempts to cancel your order, you must contact Customer Support to cancel your order via Call or Text: 1-800-249-SONY (7669) or go to the Website and click on the Chat icon.
If your order has already shipped order cancellation is not available. Upon receipt of your order, you will either refuse the delivery or return your order. Please see the Return Policy for complete details.
Q. How do I view or print my receipt?
A. A receipt for your order will be emailed to you at the email address that you provide during the transaction. Alternatively, if you have a Sony account, once an item is shipped a receipt for your order is created in your Account. To view or print your receipt, login to your Account, go to your Order History page and select an item to go to the order details. Then, select Print Receipt at the top of your order details page to access your receipt.
Q. Can I return or exchange the item I purchased?
A. You may return or exchange some Products per the Sony Terms and Conditions, Please note that some Products are final sale, no 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. Can I order aibo in the United States?
A. Yes, however, we do not sell or use aibo in Baltimore, Maryland* or Illinois.
* Baltimore, Maryland zip codes: 21215, 21218, 21230, 21217, 21225, 21201, 21213, 21216, 21202, 21223, 21211, 21231, 21214, 21205, 21226, 21203, 21281, 21270, 21297, 21264, 21265, 21233, 21273, 21274, 21275, 21278, 21279, 21280, 21251, 21283, 21287, 21288, 21289, 21290, 21263, 21298.
Q. What does Free shipping mean?
A. We provide free shipping on all Product.
Free shipping to be delivered within 2 – 3 business days, excluding TVs that are 51” and above.
You may select expedited “Premium Delivery 1-2 business days for an additional fee, excluding all TVs, subject to the following:
We do not guarantee that your order will not be delayed as there may be issues beyond the control of Sony or the carrier.
Note: We do not ship to Hawaii and Alaska or territories at this time.
Q. How are TVs greater than 51” shipped?
A. TVs 51” and above ship via the carrier AIT for delivery to inside your front door/delivery location. The carrier, AIT, will contact you to schedule a time and date for delivery. Scheduled delivery takes 4-9 business days.
Please note that for returned TVs, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. In its sole discretion, Sony may additionally charge a restocking fee of 15% of the purchase price (“Restocking Fee”) to all Products.
Note: We only ship to the contiguous United States currently, thus, we do not ship to Hawaii, Alaska, or territories at this time.
Q. Why don't you ship to a P.O. Box address?
A. Sony does not ship to P.O. Boxes, third party mailbox services, or freight forwarders. To provide the most extensive and protective coverage, our carriers do not ship to postal box addresses, third party mailbox services or freight forwarders. All online orders from Sony are delivered to you directly via carrier services.
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. Can I ship my order internationally?
A. No. We do not ship to international addresses from the Sony Store website. Orders placed on the Sony Store are for shipment to continental U.S. customers and destinations only. We do not ship to Hawaii, Alaska or territories at this time. We do not ship to freight forwarders or APO/FPO addresses for international orders. We will ship to APO/FPO for US orders only.
Q. Why can’t I place an order to ship Products to an international location?
A. On the Sony Store, we sell product and services for use in the U.S. only. Sony Electronics only sells products and services within its sales territory of the U.S. (excluding Hawaii, Alaska and territories).
Q. Can I have my order redirected to another address if my order has already been shipped?
A. No. 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 on electronics.sony.com.
If you cannot receive or pick-up your order after three attempts for delivery, it will come back to our warehouse and we will process a full refund to your credit card. TVs 51” and above require a scheduled delivery. In the event that you do not schedule your delivery online as directed, carrier AIT will make three attempts to contact you to arrange the delivery date and time.
Q. Why do you require a signature to receive a package?
A. Orders valued at $1,000+ shipped via FedEx require signature upon delivery. Customers’ telephone numbers are not collected by FedEx for deliveries that require signature. If you are not available to sign for your package the following will occur:
Please note: Delivery of TVs 51”+ will be via the carrier AIT, see FAQ: “How are TVs greater than 51”+ shipped?” for details. If you will not be at the shipping address to accept delivery of your Product, consider shipping the item to an address where you or someone you trust will be available to acknowledge receipt for your package.
Q. If I’m giving someone a TV, how do they arrange for delivery?
A. TVs over 55 inches are delivered by our freight partner. This means a delivery date/time is scheduled directly with you. As long as you put the gift recipient’s delivery address in the shipping address when placing the order, you will be able to forward to the gift recipient all of the delivery appointment instructions that will be emailed directly to you. They will then be able to coordinate a delivery directly with the freight partner.
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. What is your return policy for Sony Products that are ordered online?
A. Our Return Policy allows for most Products purchased directly from Sony 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 you return a TV, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. 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.
Aibo, aibo AI Cloud Renewal Plans, 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 or text us at 1-800-249-7669 or 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 contact us.
The RMA number may be obtained by:
The RMA must be noted on the outside of the returned Product’s container. RMAs are valid for only 30 days from delivery of Product. Products must be returned in the original packaging, with all included accessories, instruction sheets, and with bundled third party and/or Sony merchandise (if applicable). Shipping and handling charges are not refundable.
Once you have printed your return label or have received a label from Sony, please send the Product back to Sony immediately, as you have a limited window for the return to be received by Sony in order for you to receive your refund. 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 up to 7 days after receipt of the returned Product for Sony to credit your account.
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.
Additionally For TVs 51+”:
Please call Sony Customer Care at 1-800-249-7669 regarding inquiries about TV returns)
After calling Sony Customer Care, we will initiate the return. Our preferred carrier AIT will contact you within 24 hours to schedule for pickup time.
Please allow approximately 4 - 7 business days from pick up of the Product to the return 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.
When returning any TV, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. 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 is delivered with damage box, please refuse your delivery at the door. If you accept the TV delivery with box damage visible, kindly note “damaged” on the receipt from our AIT driver”
Q. Is there a deadline to register my new Sony Product?
A. For the best possible support we encourage users to register their purchases within 30 days of making your purchase. 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. If I don't register my Sony Product will that void my warranty?
A. No. 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. Your decision to register your Product does not impact the limited warranty that accompanies your Product.
Q. How long do I have to purchase an additional warranty on my Sony Product?
A. Sony’s Protection Plans are available for purchase (i) before expiration of the limited warranty time period that accompanied the Sony Product; or (ii) upon completion by a Sony authorized servicer of a paid Clean & Check or repair service. Other restrictions may apply, see Terms and Conditions for details at protect.electronics.sony.com. Sony’s Protections Plans services are offered by Registria Customer Experience LLC, 1600 Stout St, #1600, Denver, Colorado 80202. Plan Administrator is Servify US Inc. 5608 17th Ave., NW, Seattle, WA 98107.
Q. If I purchase an extended service plan with the Sony Product as a gift, how do I transfer the extended service plan to person I am gifting?
A. A separate email will be sent to you with Protection Plan details and activation information. If you purchased a Protection Plan as a gift, please contact the Protection Plan support team to transfer the Protection Plan to the gift recipient. Support options including phone and email can be found here: https://protect.electronics.sony.com/care_faq. For general information, please visit protect.electronics.sony.com.
Q. How can I purchase an extended warranty?
A. Sony’s Protection Plans (Sony’s Protect and/or Sony’s Protect Plus) are available for purchase (i) before expiration of the limited warranty time period that accompanied the Sony Product; or (ii) upon completion by a Sony authorized servicer of a paid Clean & Check or repair service. Other restrictions may apply, see Terms and Conditions for details at protect.electronics.sony.com.
Q. How do I use and earn Sony Rewards points on the Sony Store?
A. If you have a Sony Rewards Account but not a Sony Store Account:
Select the Sign In/Register button located at the top of electronics.sony.com. Continue by logging in using your email address and password from your Sony Rewards Account. The system will walk you through a few easy steps to connect your Rewards Account to a new Sony Store Account. You can then use your Sony Rewards credentials to sign into the Sony Store moving forward. Ensure that you are signed in when you purchase products to easily get your Sony Rewards points.
If you have a Sony Store Account but not a Sony Rewards Account:
Select the Sign In/Register button located at the top ofelectronics.sony.com. Continue by logging in using your email address and password from your Sony Store Account. The system will walk you through a few easy steps to create a new Sony Rewards Account . You can then use your Sony Store email address and password to sign into the Sony Rewards website moving forward. Ensure that you are signed in when you purchase products to easily get your Sony Rewards points.
If you have a Sony Store Account and Sony Rewards Account with Different Email Addresses:
We would recommend using your Sony Store account to create a new Sony Rewards Account. Then contacting the Sony Reward Customer Service Team to merge Sony Rewards accounts with separate email addresses together under one single email address. This will also merge points stored on both accounts into one total. By contacting the Sony Rewards Team directly, you can merge accounts and points balances. They can be reached at:
Monday-Friday: 10AM-10PM ET
Saturday: 10AM-8PM ET
Q. I don’t have a Sony Store Account or a Sony Rewards Account, but I’d like to participate.
A. To earn Rewards Points on the Sony Store, at the top banner, click “Join Sony Rewards”, and follow the easy steps to Create an Account. Once your Sony Rewards account is created, it will then prompt you with an option sign up for Sony Rewards and guide you through a few easy steps.
Q. I made a purchase as a Guest using one email address, but I have a Sony Rewards account with a different email address. How can I get points for my purchase?
A. During the checkout process as a Guest you have the opportunity to claim your Rewards Points for the order by creating a Sony Rewards account or linking your existing Sony Rewards account. If you made a purchase as a Guest using a different email address than your existing Sony Rewards Account email address, simply sign in from the confirmation page using your Sony Rewards credentials and the order will be moved to your Sony Rewards email address along with the accompanying points. From that point forward you will receive all the order updates to your Sony Rewards account email address.
Q. Can I pre-order an item using Sony Rewards Points?
A. Yes. Sony Rewards will work just like any other payment method for pre-orders.
Q. Can I place a backorder if I’m using Sony Rewards Points?
A. Yes. Sony Rewards will work just like any other payment method for backorders.
Q. Can I use Rewards Points towards the purchase of any item in the Sony Store?
A. You can use your Sony Rewards Points to purchase all items on electronics.sony.com including Protection Plans and installation services. Rewards Points can also be used towards tax and shipping costs. The only exception for using Rewards Points is on subscription services in the case where this is the only item in your cart.
Q. Can I use Rewards Points to discount my cart total?
A. Yes, you can use your Sony Rewards Points towards discounting your cart total. You would then use a standard method of payment like a credit card or PayPal to cover the remaining amount to complete the purchase.
Q. If I use Rewards Points towards my purchase, will I still earn Rewards Points on the part of my order paid for with Rewards Points?
A. Yes, if you used Rewards points to discount your cart total, you will still earn points on the total paid with a payment method like credit card or PayPal.
Q. How do refunds work when I use Sony Rewards Points?
A. If your Order was one (1) item: If you’ve used Rewards Points to cover 100% of the cost of the purchase, your Rewards Points will be refunded and show up in your Rewards account within 5-7 business days of the product being returned to our warehouse. If you’ve used Rewards Points and another form of payment like a credit card or PayPal, then you will see a refund on the statements for both forms of payment as well as your Rewards Points account within 5-7 business days of the product being received in our Sony Store warehouse.
If your Order was two or more (2+) items and you’re returning a portion of the Order: If you’ve used both Sony Rewards Points and another form of payment like PayPal or a credit card, the refunded amount will first be credited to your credit card/Pay Pal account. Any remaining refund owed will be refunded as Rewards Points to your Sony Rewards Account within 5-7 business days of the product being received in our Sony Store warehouse.
Q. How does the $150 TV restocking fee work if I used Sony Rewards points for 100% of my purchase?
A. The TV purchase will be refunded in Rewards Points to your Sony Rewards Account less points valued at $150.
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.com/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 sony.com/repair.
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.com/electronics/support/manuals
You can also visit https://www.truemanuals.com to purchase a printed copy of most manuals.
Rev. 01/2022Copyright Sony Electronics Inc.