Questions on your PS5 Pre-Order

Q. How do I place my pre-order for PS5?

A. Customers are only allowed to place their PS5 pre-order once it is available to be added to the cart during the pre-order period. We will not be accepting any waiting list for PS5.

Q. How many times can I place an order for PS5?

A. Every customer is only allowed to place their orders once (regardless PS5 Disk or PS5 Digital). Any repeated purchase will be automatically cancelled, and the customer will need to comply with the refund procedure.

Q. Why PS5 order has been cancelled?

A. Sony Malaysia reserves the rights to reject invalid orders based on terms & conditions apply. Refunds will be processed automatically once customer receives the cancellation order notification. Please refer to “Questions” in the “Returns & Refunds” section for further details.

Questions on your Account

Q. What is the MySony Store account?

A. MySony account is used for Sony online services such as purchasing new products online, registering new products’ warranty, receiving emails and participating in contest or events.

Q. How can I change my registered email address?

A. Please log in to your existing account and click on “Edit Profile” to update your details.

Q. How do I reset my password?

A. Visit our login page and click the forgot password option. Follow the prompts sent to your email to reset your password. You may also log in to your existing account and click on “Edit Profile” to reset your password.

Questions on your Orders

Q. How do I know if my order has been successful?

A. Once your order has been successfully placed, you will receive an email confirming your order along with an order number. In the event you did not receive an email, please check your spam/junk mail. Otherwise, please contact our Customer Interactive Center for further assistance.

Q. Can I edit or cancel my order?

A. Unfortunately, all successful orders cannot be edited. For cancellation, please contact our Customer Interactive Center for more information.

Questions about Payment

Q. What payment methods are accepted?

A. Sony Store Online accepts various payment methods such as:

  • Mastercard & Visa Cards
  • CIMB Bank Easy Pay Instalment Plan
  • Maybank EzPay & AMEX Maybank 0% Instalment Plan
  • Z.I.I.P Public Bank Zero-Interest Instalment Plan
  • E-Wallets
  • Online Bank Transfer
  • PayPal

Q.Will I be notified of my payment status?

A. You will receive an email notification from iPay88 on your payment status once your order has been confirmed and verified.

Questions about Delivery

Q. How much does delivery cost?

A. For orders above RM100, delivery fee is free. For orders below RM100, it is RM10 for West Malaysia and RM15 for East Malaysia.

Q. What is the expected delivery lead time?
A.
Shipment Area Item Size Estimated Delivery Time*
Klang Valley Small Items 3-5 Working Days
Big Items 3-6 Working Days
West Malaysia outside Klang Valley Small Items 3-5 Working Days
Big Items 3-7 Working Days
East Malaysia Small Items 4-8 Working Days
Big Items 4-8 Working Days

Do expect a longer time frame during sale seasons due high influx of order. For more information, please contact our Customer Interactive Center.

*The estimated delivery time listed is only an indication and may vary.

Q. Where do you ship to?

A. Sony Malaysia ships to both East and West Malaysia. Shipping is only available to addresses within Malaysia.

Q. How will I be notified or be able to track my order?

A. Once your order is out for shipping, you will be notified via email containing your order number and delivery tracking number.

Q. What if I am not at home when the package arrives?

A. If you’re unavailable to receive your package when it arrives, the delivery team will contact you for further arrangement. You may opt for re-delivery or collection at the courier agency hub. If you live in a guarded housing area, you may also choose to leave it at the guard house, ask for re-delivery, or self-collect at the hub.

Q. Can I get my delivery left at my doorstep or hidden somewhere at the door?

A. Any request to leave package unattended is at your own risk. Sony Malaysia will not take responsibility for any loss or damage to the package. To ensure your package is safely received, we discourage such request. Instead, you can call our Customer Interactive Center  to rearrange a date that is more convenient for you.

Q. What should I do if I have not received my item or the full order?

A. Please contact our Customer Interactive Center  and provide your order number for our team to check.

Questions about Products & Warranty

Q. What does Special Order means?

A. Products labelled as Special Order are products that require us to specially order according to its demand. Due to the products being specially ordered, it requires 6 - 12 weeks for the product to be manufactured and delivered.

Q. How long is my warranty?

Warranty starts from the date of delivery and the warranty period is based on product category purchased. To find out how long your warranty is, please visit our domestic warranty webpage to check. By registering your product in MySony, you will also receive an additional 3 months warranty.


For additional information such as extended warranty and overseas warranty, please click here.

 

Questions about Returns & Refunds

Q. Can I exchange/ return my order?

A. Refund of payment is only applicable when product purchased are incorrect or damaged on arrival. No refunds would be entertained once order is being processed by Sony Malaysia. An incorrect order is defined as products that differs from the product ordered or products that are missing parts. A damaged product is defined as product that is faulty out of box.

For exchange/ return to be done, items must fulfill the below requirements.

    1. Please contact our Customer Interactive Center within 7 days from the day the product is delivered to you.
    2. The product must be purchased through Sony Store Online.
    3. Proof of purchase through delivery order receipt and order number is required at the point of submitting the exchange/ return request.
    4. Product must be returned in the original packaging, and should include any free gifts, warranties, manuals, and other accessories that came together with your item.
    5. The courier service agent will collect the product from you and send it for repair.

For more information, please contact our Customer Interactive Center.

Q. How long is the refund period?

A. The refund will begin to process when the customer receives a cancellation email from Sony Malaysia except for FPX/Bank Transfer. Different payment mode has different interval timeline as below:

1) FPX/Bank Transfer Transaction

-The refund will be processed takes up to 2 to 4 working weeks upon receiving the relevant documents from the customer.
-We will reach out to the customer on the details required to process the refund.
-The refund reflected in the cardholder bank statement depends on bank processing time which is beyond our control.

2) Credit Card Transaction

- The refund will be processed by our processing bank within 7 to 14 working days. (Not include Saturday, Sunday and Public Holiday) - The refund reflected in the cardholder bank statement depends on bank processing time and it is beyond our control.




3) E-Wallet Transaction

- The refund will be processed to the payee e-wallet within 7 days.



4) PayPal Transaction

- The refund will be processed in approximately 7 to14 working days (Not including Saturday, Sunday and Public Holiday)
- The refund reflected in the customer bank statement/Paypal account is beyond our control and is depends on bank/Paypal processing time.