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Sony Store FAQ

Placing an Order

Q. What are Sony Electronics' Contact Center Sales and Care Hours?

Monday-Friday: 7:00 AM - 9:00 PM (PT)

Saturday: 7:00 AM – 6:00 PM (PT)

Sunday: 7:00 AM – 3:00 PM (PT)

Call or Text: 1-800-249-7669 or click on the Chat link on our site.

Q. How can I pay?

A. We accept payment by PIN-less debit cards and credit card, including VISA, MasterCard and American Express.

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 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. 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. In the event that your order is cancelled, for any reason, prior to shipment, pre-authorization holds naturally expire within 30 days depending on your financial institution.

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.

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:

Encompass

https://sony.encompass.com

1-866-779-5153

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 site are based on stock availability. A Product is removed from sale on the site when we no longer stock it.

Q. Does the Sony 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. 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. 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).

Q. How do I show “proof” of price?

A. The best way to show proof of price is to provide a valid, current screenshot to the Customer Care representative you speak with. We 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. 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 site.

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” orders. This includes 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 retailers’ 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.

Shipping Policies

Q. What does Free 2 Day shipping mean?

We provide free 2 day ground shipping on all Products, except for Televisions greater than 50 inches. As long as your order is placed before 2:00 PM local time Monday - Friday, we will process your order and begin the fulfillment process that same day. We do not guarantee that your item will arrive in 2 business days, as there may be issues beyond the control of Sony or the carrier.

Note: We do not guarantee delivery timing to Hawaii and Alaska. Additional shipping charges to these destinations may also apply.

Q. How are Televisions greater than 50 inches shipped?

We provide free shipping with signature upon delivery of all televisions above 50 inches to your door or nearest suitable outside location (e.g., your outside garage door). After you place your order, our carrier partner will contact you to arrange for a convenient delivery time. For an additional fee, we can provide White Glove service and bring your Television into your room of choice, unbox it, and set it on a stand or tabletop. We also offer, for an additional fee, installation services to professionally mount your Television on a wall in your home.

Note: Additional shipping charges may apply to all Television shipments to Hawaii and Alaska.

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

A. To provide the most extensive and protective coverage, our carriers do not ship to postal box addresses. All online orders from Sony are delivered to you directly via carrier services.

Q. Can I ship my order internationally?

A. No. 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. 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. 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.

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

A. Most of our shipments contain valuable equipment, thus, we like to ensure that our customers receive their Products. While a signature is recommended, we provide options that honor different comfort levels around in-person contact. This includes signature through a closed window/door or opting out of a signature all together.

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. What happens if I am not available to sign for my order?

A. Most of our carriers make three attempts to deliver a package. After three delivery attempts, the package will be held at a local depot for up to 5 business days. If you do not pick up your order from the depot, it will be returned to us and we will refund your account(s) accordingly. In the event that we were unable to deliver a Final Sale item, you will be contacted by phone and or e-mail to arrange a new shipment and no refund will be issued.

Returning an Order

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 by Sony for a refund of purchase price actually paid, with certain exceptions. When returning any Television, 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 a restocking fee of 15% of the purchase price (“Restocking Fee”) to all Products. Products must be returned with all included accessories, instruction sheets, in the original packaging and with bundled third party and/or Sony merchandise (if applicable). Shipping and handling charges are not refundable.

Products must be returned in the original packaging, along with all accessories, components and Product literature. 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 30 days, please call or text us at 1-800-249-7669 or via chat from the site.

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 1-800-249-7669. We're here to help you Monday - Friday: 7:00 AM - 9:00 PM (PT), Saturday: 7:00 AM – 6:00 PM (PT) or Sunday: 7:00 AM – 3:00 PM (PT).

Sony’s return policy allows for most Products purchased directly from the Website and shipped to locations in the United States to be returned by you after obtaining a Sony return authorization number (RMA) during the Return & Exchange Period of 30 days following date of shipment by Sony for a refund of purchase price actually paid minus any return shipping costs.

The RMA number may be obtained by:

(i)     Logging into your account (if you had an account at the time you placed your order). Go to [Orders]. If the Product is eligible for return (please call Sony regarding inquiries about Television returns), there will be an option to click to begin RMA process online. Follow and complete the process. A link to print the shipping label will be provided.

(ii)     If you do not have an account, call Sony Customer Care at 1-800-249-7669.

The RMA must be noted on the outside of the returned Product’s container. RMAs are valid for only 35 days from shipment of Product. Products must be returned with all included accessories, instruction sheets, in the original packaging 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 35 day issuance period, or (iii) without included accessories, instruction sheets, or original packaging, 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 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.

Registration and Warranty

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. Officially your receipt is the only proof of purchase that you need to validate your warranty. 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 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 protect.electronics.sony.com. Sony’s Protections Plans services are 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.

Product Support

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?

A. 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