Q. What are Sony Electronics' 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 Electronics Product support and questions, you can reach our Sony Service Center here.

For PlayStation support and questions, please click here.

Q. How can I pay for my Sony purchase?

A. We accept the following payments methods:

• Credit card, including Mastercard, VISA, American Express, JCB, Discover
• 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 US PayPal accounts are accepted.

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 the U.S. 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?

A. At the time you place your order, we will not charge your card but just authorize your credit card (or any method of payment used) for the total amount (including tax & other charges). Once your item is ready to ship, 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.

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

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

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.com/terms-conditions for details. For more details on hours of operation and other ways to contact us 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.

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 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.

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.

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.com, 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, email (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.
• Order 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.
• Order Completed—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 4:00 am EST and 7:00 pm EST can be easily canceled within the first 30 minutes after being placed. All orders placed between 7:01:00 pm EST and 3:59:59 am EST can also be canceled any time 7:01:00 pm EST and 3:59:59 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 orders that have an estimated delivery date longer than 2-3 business days at the time your order was placed 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 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 4:00 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) or 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 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. Can I order aibo in the United States?

A. Yes, however, unfortunately 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. 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. We can even set you up with a private 1:1 consultation with one of our Sony Product experts at no charge on most of our Products. For details on hours of operation and ways to contact us click here.

(1:1 consultations are not currently available for Airpeak and Spatial Reality Display Products.)

Q. I see a retail delivery fee on my Order Confirmation Email, what is this?

A. Effective July 1, 2022, the state of Colorado imposed a retail delivery fee on all deliveries by motor vehicle to a location in Colorado with at least one (1) item of tangible personal property subject to state sales or use tax. Deliveries include when any taxable goods are mailed, shipped, or otherwise delivered by motor vehicle to a purchaser in Colorado. The fee (27 cents July 2022 – June 2023; 28 cents July 2023 – June 2024; 29 cents July 2024-June 2025, future fees subject to the state law) is indicated on the purchase receipt as “retail delivery fee”. Please note: In the event the purchase is returned to Sony, the retail delivery fee will not be refunded because, per the state law, the retail delivery fee is forwarded to Colorado and its purpose is to support the environmental impact of deliveries, which is not undone by a return of the purchase.

Effective July 1, 2024, the state of Minnesota imposed a retail delivery fee on all transactions valued $100 or more on all deliveries to a location in Minnesota with at least one (1) item of tangible personal property before application of state and local sales and use taxes. The fee (50 cents July 2024 – June 2025, future fees subject to the state law) is indicated on the purchase receipt as “retail delivery fee”.Please note: The retail delivery fee is nonrefundable in the case of returned merchandise because, per the state law, the retail delivery fee is forwarded to Minnesota; however, if the retail delivery is canceled (and delivery not attempted) the retail delivery fee will be refunded to the purchaser.

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 Electronics merchandise on electronics.sony.com. 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 the United States, 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. I heard that the Over The Counter Hearing Aids are tax free, is this correct?

A. In some states, yes. Please see information about states here.

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.

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. A tracking number will be emailed. (excludes 51” and above TVs)
• For televisions 51” and above, when your TV 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.

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. Note: We do not ship to Hawaii and Alaska or territories at this time.

Q. Do you have an express shipping option?

A. Yes, we do!

• Orders placed before 2pm EST will be shipped out same day. All other orders are shipped next business day. Estimated delivery will be the next business day from ship date. A tracking number will be emailed. (excludes 51” and above TVs)
• Cost for express shipping is shown during Check Out.

Q. How are TVs greater than 51” shipped?

A. 51”+ TVs are shipped via carrier and delivered to the threshold of your front door/delivery location. Threshold delivery includes one flight 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 time and date for delivery, usually between 4-9 business days. An appointment is required, actual delivery depends on your and our carrier’s availability.

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 the USA 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.

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.

We offer shipping options to APO/FPO located in the U.S.
Please note: products that contain Lithium batteries may not be deliverable to APO/FPO addresses.

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. Currently we only offer shipping within the United States (excluding Hawaii, Alaska or territories).

While we are able to ship to APO/FPO within the U.S, we are unable to deliver to international APO/FPO addresses at this time.
Please note: products that contain Lithium batteries may not be deliverable to APO/FPO addresses

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

A. At this time, electronics.sony.com (Sony Electronics’ U.S. website) 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. 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 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 51” and above 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. 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.

Please note that for returned TVs 51” and above, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. If delivery of your 51” and above TV is refused, or not completed, the $150 fee is not charged. 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?

Yes! For TVs 51” and above.

Free Delivery + Set Up for TVs 51” or larger (cost shown in Check Out)

When your TV 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 installation appointment that works best for you. 

Set Up Includes the following additional services by the delivery agents:

• Unbox the TV and dispose of trash in customer's garbage.
• Two agents to lift the TV and place on TV stand for TVs above 70".
• Plug in the TV.
• Power on the TV to ensure it is working.

Professional Wall Mounting for TVs 51” or larger (cost shown on Product Page)

When your TV 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 appointment within applicable timeframes available in your area.

Professional Wall Mounting service offered through our provider Managed Life Services.

Managed Life Services will contact you to schedule the installation appointment once the delivery appointment has been scheduled with our carrier. You can expect your Wall Mounting appointment to be approximately 1-2 business days after the delivery of your TV, dependent on yours and Managed Life Service’s availability. Any delivery date changes Managed Life Services will reach out to you to reschedule your Wall Mounting Service to be after the delivery date.

Managed Life Services will then contact you after the installation to gather your feedback, and ensure you are satisfied with the installation.

Q. What happens is Managed Life Services can’t get in touch with me to schedule the Wall Mounting appointment?

A. Managed Life Services will:

• Call you for three consecutive days, a voicemail will be left (if possible), and a final follow up will be e-mailed to you. If they are unable to reach you after the third attempt, Managed Life Services will notify us of no customer response.
• Sony Customer Service will then attempt to reach you one time, a voicemail will be left, if possible, with a message that informs you that your Wall Mounting installation portion of your order will be cancelled and refunded.

Q. What can I expect on the day of my Wall Mounting appointment?

A. You can expect the Managed Life Services technician will contact you and let you know their estimated time of arrival. Once the technician(s) arrives they will:

• Remove the TV from box.
• Confirm TV placement location.
• Locate stud(s).
• Install mount and TV.
• Take final photos.
• Two agents for TVs above 55".

Q. Is Wall Mounting installation service available everywhere?

At this time Sony has a limited coverage area for this service. We are working on increasing the service coverage. For areas that we currently offer Wall Mounting installation service please click here.

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

A. In order to offer the highest protection for your Product, shipments valued at $999.00+ shipped via FedEx require a 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:

1. FedEx 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. FedEx will update the same information on the tracking page for your package.
3. Instructions on how to collect your shipment from FedEx local hub within specified time frame will be mentioned on the FedEx tracking page for your shipment.
4. FedEx 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. 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.

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

A. TVs over 51 inches are delivered by a carrier of our choice. This means a date/time is scheduled for the TV 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 51” and above TVs). 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 personal identification address will need to be shown 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 you return a TV 51” and above, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. If delivery of your 51” and above TV is refused, or not completed the $150 fee is not charged. If your TV is delivered with a damaged box, please refuse 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.

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 51” and above must be picked up by our partner carrier from the same address the TV was delivered to.

To return the self-fitting OTC hearing aid, please refer to the place of purchase. For purchases from Sony, returns may be made within 45 days with proof of purchase.

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 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.

To process a return: 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 link will be provided to print your return label.

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 printed your return label or have received a label from Sony, please send the Product back to Sony immediately, 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.

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 up to 7 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.

Additionally For TVs 51+”:

Our preferred carrier will contact you within 24 hours to schedule a pickup time.

Please allow approximately 4 - 7 business days from pick up of the TV, for the TV to be returned 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.

When returning a TV 51” and above, you will have $150 deducted from your refund in order to cover the unique shipping requirements of this type of Product. If delivery of your 51” and above TV is refused, or not completed, the $150 fee is not charged. 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 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 AIT.

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

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.

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, pleasecall 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. .

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.

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 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 the person I am gifting?

A. A separate email will be sent to you with the 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.

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