Reminder that access to this site is limited to Sony Group employees for shipments within the United States.
Unfortunately, we are unable to offer access to the site for contractors.
IMPORTANT NOTICE: This site will be replaced with 2 new sites.
For the latest information on these transitions, including timing, please use the following links:
Electronics is Moving and PlayStation is Moving.

FAQ

Information

  • The Family Center was relaunched back in May 2016.

  • We are an employee benefits program with a bare-bones staff. Because of this, we cannot offer a lot of the services that our larger retailer partners provide.

  • We use a 3rd party fulfillment vendor for all purchases, which is why we are not able to make any changes to any orders after they have been placed.

  • Access is limited to Sony employees for shipments within the United States. Unfortunately, we are unable to offer access to the site for contractors.

  • We have the right to suspend/limit access to users at any time.

    Billing and Shipping Address 

  • Our Third-Party Fulfillment partner has a character limit for some fields, so we have to truncate the billing and shipping address for Family Center orders. We recommend selecting the appropriate address from the dropdown box of suggested addresses. If this information is not truncated, then your order will switch to Manual Verification Required and we may contact you.  

                                         Field                                             US Specific                CA Specific
     

                           Name1 and Name2                           Length<=12               Length<=12               Character Limit
                              Address1 and Address2                    Length<=25               Length<=25               Truncate in place
                               Shipping City                                      Length<=25               Length<=12               Truncate in place

Registration

  •  We validate registration based on employee ID/Global ID and Sony email address:

    • SNA - use your Global ID

    • SPE - use your employee ID

    • SIE - use your Global ID

    • Sony Music - use your employee ID

    • Please note that ID numbers do not contain any letters.

  • New accounts can take up to 5 business days to be validated.

    • New hires can take up to 1 month to be validated

  • If you have not heard back about your registration, please reach out to your HR contact to verify your information before reaching out to us.

    • Profile update instructions: Link

  • HR Contacts

    • SNA – HR Customer Service at 888-766-9147, option 5

    • SPE – PO_EmployeeDirect@spe.sony.com or 310-244-7062

    • SIE – HR Concierge@sony.com or 844-474-2779

    • Sony Music – hr.benefits@sonymusic.com or 212-833-7121

Shipping & Fees

  • Domestic shipping within the United States and Canada is included with most products.

    • No shipments to the U.S. territories or federal bases

    • No option to upgrade to expedited, white-glove, or signature required shipments

    • TV’s will require an appointment and signature for delivery

    • Threshold Delivery Service: Includes delivery to the main entrance of your business or residence, but not to a specific room. This service does not include removal of packaging, assembly or setup of your item(s).

  • Items will be shipped within 2 weeks unless otherwise noted on the page

    • We will contact you if there is a delay in your shipment

    • Please contact the carrier for any shipment or delivery questions.

  • Television orders will require a delivery appointment with the carrier

    • Please ensure that the shipping phone number is accurate. If the carrier is unable to schedule an appointment after 24 hours of no response, they will return the shipment back to the sender.

    • Storage and/or address changes will not be processed

  • We will send you the tracking link when your order leaves the 3rd party distributor warehouse.

    • FedEx is used for most smaller items in the US
    • PlayStation and smaller products are shipped via Purolator in Canada
    • Family Center products cannot be shipped to PO Boxes. A valid home or office address is required.
    • TV’s and larger items will be delivered with different carriers for USA
      • Ceva: 1-844-215-0640 or https://homedelivery.cevalogistics.com/
      • Campbells: 1-800-220-0077
      • Southeastern Freight Lines: 1-800-637-7335
      • Western Regional Delivery Services: 1-800-527-3986
      • FedEx: 1-800-463-3339
      • Expeditors: 1-206-674-3400
      • SAIA: 1-800-765-7242
      • XPO: 1-844-742-5976
      • A Duie Pyle: 1-800-523-5020
      • Pitt Ohio: 1-800-366-7488
      • Forward Air: 1-800-726-6654

  • Environmental/recycling fees are charged based on country and state regulations and will show up in the shipping line on your order.

Payment

  • We accept Visa, MasterCard, Amex (US only), PayPal

  • Your credit card will be charged at the time you place your order

  • Users are unable to redeem Sony reward points on the Family Center site. Please visit www.sonyrewards.com for information on how to redeem and receive Sony Rewards.

Orders & Adjustments

  • Please reach out to the carrier for any shipment or delivery questions.

  • Orders are sent to our outside fulfillment processes frequently, which is why we are not able to make any changes to any orders after they have been placed.

  • Voucher delivery for digital products takes a minimum of 2 hours after your order passes the verification process. Upon delivery, you will receive an email from a no-reply Sony email address with information to help you find and redeem your voucher codes. Please note that voucher codes can only be redeemed on PlayStation Network accounts in the SIEA region (United States, Canada, and Mexico). We cannot provide voucher codes for other countries.

Order & Product Issues

  • Should you receive a damaged package, please refuse the shipment from the carrier and immediately notify the Family Center.

  • If you receive a defective or damaged Electronics product please reach out to us on the contact us page.

    • Please note that returns for damaged or defective items will only be honored within 1 business day of receipt in the US and within 24 hours in Canada.

  • If your PlayStation hardware needs repair:
    • SIE Employees: Please refer to the Employee Console Service Process on Center Stage for both in-warranty and out-of-warranty service.
    • Non-SIE Employees: Please call PlayStation Support at 1-800-345-7669. You will need to provide proof of purchase to qualify for in-warranty service.
  • If you are unable to redeem a voucher for a digital PlayStation product on a PlayStation Network account in the SIEA region, your voucher may have expired. Please notify the SIE Employee Purchases team via the Contact Us page for assistance.

Returns & Exchanges

  • Per the terms and conditions, no returns or exchanges are allowed.

  • All purchases are final, so please make sure addresses, phone numbers, and product compatibilities are accurate before placing the order.

    • Our carriers rely on the shipping phone number to contact the recipient for all TV orders.

Price Protection / Pricing

  • Unfortunately, we do not offer price protection. As an employee benefit with a low-touch operation, we cannot offer a lot of the services that larger retailers might be able to provide.

  • In some cases, you can find prices and availability to be better at Sony’s retail/online partners vs the Family Center. While we work very hard to provide the best discounts possible, sometimes business conditions limit our ability to deeply discount models. This is especially true for new and constrained products but can impact any product. You should purchase where it makes the most sense for you.

Warranty

  • In the case of Sony Products sold on an AS IS basis, no Sony limited warranty terms apply to such Products and such Products are sold with all faults as a FINAL SALE.

  • There are no warranties except for those stated in the Sony and PlayStation limited warranty cards included with the products. For more details, please go to https://esupport.sony.com/ to find information on your current warranty. For more information on warranties for PlayStation products, please go to https://www.playstation.com/en-us/support/warranties/.

  • We do not currently offer extended warranties.

Availability & Promotions

  • Unfortunately, we do not have the resources available to answer questions about product availability and prices.

  • We are continually working with the Marketing Groups to give you a wide variety of many products and availability, but stock levels are always changing based on demand. When you see an item out of stock, it’s best to check back periodically since we update inventory several times per week.

  • Promotions and pricing can be changed based on the product groups’ direction.

  • If there is a pricing change, it will be reflected on non-holiday Monday mornings (PST) for the US and non-holiday Friday mornings (PST) for CA.

  • Due to availability, some products are not offered on the Family Center (ex. lens caps, camera bags)

Annual Limit

  • There is a calendar year $30,000 USD/CAD annual limit per employee. Please read the Employee Purchase Program Terms and Conditions for further information about the usage of the Family Center Website.
  • Sony Electronic products are limited each calendar year per employee as follows:
    • Video and Still Cameras and Lenses - 1
    • Imaging Accessories - 2
  • PlayStation products are limited each calendar year per employee as follows:
    • PlayStation 4 Consoles - 2 of the same console
    • PlayStation 4 Accessories - 3 of the same accessory
    • PlayStation 5 Accessories:
      • DualSense Wireless Controller (Original White) - 2
      • All other accessories - 1
    • PS4 Software - 3 of the same title per format
    • PS5 Software - 2 of the same title per format
    • Limited Supply Item - 1