Below we provide answers to the most important questions you have.
How do I check the status of my order?
When you place your order, we send you a confirmation e-mail with your order number. Clicking on that order number will take you to your order status page where you can track the progress of your order.
When your order ships we'll send you a shipping confirmation e-mail. In most cases it will include a tracking number that allows you to track your order on the carrier's web sites:
UPS International Mail Innovations shipments cannot be tracked Click here for more information.
I never received a confirmation e-mail. What do I do?
Your confirmation e-mail may have been caught in your spam filter. When searching for your confirmation e-mail, please note that our e-mails include the artist name in the "Subject" fields. So the subject line of a confirmation e-mail would look like this:
Subject: "Artist Name" Order Confirmation (111A111A1)
If you still can't find e-mails from us please contact customer service.
I entered my tracking number on the UPS website, but there is no information about my order. What should I do?
Your parcel may have just recently shipped, and tracking information may not yet have been entered into the system. Please check again in a few hours or the next day. If by then you still don't see any tracking information, please contact customer service
International UPS Mail Innovations orders are not track-able.
How will my order ship?
Domestic US orders ship UPS Ground, UPS Mail Innovations or U.S. Postal Service First Class Domestic.
We'll e-mail you shipping details and a tracking number on the day your order ships.
International orders originating in the US ship UPS World Wide Saver, UPS Mail Innovations or U.S. Postal Service First Class International.
All orders shipping from the E.U. will ship via UPS Express Saver. We'll e-mail you shipping details and a tracking number (where applicable) on the day your order ships.
Canadian orders will ship U.S. Postal Service First Class International, UPS Standard, or UPS Mail Innovations. We'll e-mail you shipping details and tracking number (where applicable) on the day the order ships.
From where my order will ship?
Each of our stores ships all of its products either from the EU, or from the US, but not both. To find out from where your product will ship, please refer to product or check out pages of the specific online store.
How long will it take to get my order?
Most orders ship within 1-2 business days. Once your order has shipped the estimated transit times are as follows:
|UPS World Wide Saver (From US):||3 to 5 business days|
|UPS Express Save (From/within EU)||3 to 5 business days|
|UPS Mail Innovations:||8 to 18 business days|
|UPS Standard (to Canada):||2 to 3 weeks|
|USPS First Class International:||2 to 3 weeks|
Domestic US orders:
|UPS Ground||2 to 6 business days|
|UPS Mail Innovations||2 to 7 business days|
|USPS First Class Domestic||2 to 10 business days|
What is UPS Mail Innovations?
UPS Mail Innovations is a work share partnership of UPS and U.S. Postal Service that allows us to lower your shipping costs, and, in many cases, shorten delivery times. It works like this: UPS Mail Innovations picks up the parcels at our warehouse, processes them, sorts them, and delivers them to your local postal service, which will make the final delivery.
Domestic UPS Mail Innovations orders can be tracked. We'll e-mail you a tracking number on the day your order ships.
International UPS Mail Innovations orders can not be tracked. That's because the postal services in the destination countries usually don't provide tracking information updates back to UPS. We will e-mail you a shipping confirmation e-mail on the day your order ships.
I didn't receive my order within the estimated date range, what should I do?
- Our delivery date ranges are estimates and most orders should arrive within them. It is possible however, that some orders take a few days longer.
- Did you receive a shipping confirmation e-mail from "My Play Direct (email@example.com)"? If you didn't, your order may not have shipped yet. In that case please contact customer service.
- Customer service may have tried to contact you to correct a potential error with your address.
Please check your e-mail or spam for an e-mail from "My Play Direct (firstname.lastname@example.org)".
- International orders that shipped via UPS Mail Innovations, or USPS First Class International may be held at the local post office because duties/taxes maybe due. Please check with your local post office.
When I pre-order an item will I get it the same day it is available in stores?
Whenever feasible we aim to deliver your items on the day they are available in stores, provided you ordered early enough to allow for processing and delivery. Please refer to the delivery date estimates during the checkout process.
My international shipping and tax/duty charges seem very high, why is that?
Most of our larger international orders ship via UPS World Wide Saver (Delivery Duty Paid) or Express Saver (Delivery Duty Paid), which means your total cost includes all duties, customs clearance fees, taxes or VAT, and international UPS freight charges. Your total US $ price is therefore locked in and no additional fees will be due when UPS delivers your parcel. Customs delays are also less likely since UPS handles the clearances on your behalf.
All other international deliver methods do not include these costs, and taxes, duties, and customs fees may be due upon delivery.
Please Note: Unless your order was in US Dollars, GBP, or Euros, the local currency amount charged to your credit card may be slightly different than the amount shown at checkout. That's because the exchange rate may have fluctuated from the day you placed the order to the day we shipped it and charged your credit card with the US $ amount.
Duties and taxes are not included in my total. When and how much will I have to pay?
Only international orders shipping via UPS Worldwide Saver (Deliver Duty Paid) or Express Saver (Deliver Duty Paid) will include taxes and duties. All other international orders may be subject to taxes, duties, and fees, once they reach your country. We have no control over these charges and they may vary widely from country to country. You, as the importer of record, will have to comply with the laws and regulations of your country and will be responsible for these charges. Please note that customs clearance procedures may cause delivery delays.
These charges may either be due upon delivery, or you may receive a notice asking you to go to your local post office to pay duties/taxes and to pick up your parcel
If you parcel takes longer than estimated, please contact your local post office, your parcel may be held there if customs charges are due.
My order is shipping from the E.U. - do I have to pay VAT& Duties?
When your item ships from the E.U. all VAT/taxes and duties are included in your total.
Can I order an item as a gift for someone in another country?
Because of the complex logistics of international shipping, the billing country and the ship-to country have to be the same. We hope to be able to offer this option in the future.
What is your general return policy?
You can return most new, unopened items within 30 days after receipt for a full refund. Items should be returned in their original shipping container. Please contact customer service for a return merchandise authorization number (RMA#) and instructions on how to return the item. Once we receive your unopened item, we will process your refund.
If you item includes a ticket presale code we can not issue a refund.
How long will it take to get my refund?
All approved refunds should be credited to your account within one or two billing cycles.
I received a damaged, defective, or wrong item. How do I replace it?
Please contact customer service. In most cases we will send you a replacement item and - if necessary - return instructions.
What is an RMA number and why do I need one?
A return merchandize authorization number (RMA#) ensures that our warehouse can receive your package and reference it back to your initial order. Please do not ship any items back to us without RMA#.
Where do I get an RMA number?
Please contact customer service with a short explanation of why you'd like to return the item. If the item is eligible for a return, we will e-mail you the RMA number along with instructions on how to return the item. The RMA number is free.
Who pays for the return shipment?
In most cases, you will be responsible for the cost of returning the item. However, if the return is due to an error on our part, or due to a defective item, we will pay for the shipping of the new item and for the return of the old item.
Where do I send the returned item?
Please contact customer service for return shipping instructions. And please do not return any items without an RMA#.
How can I change my address or shipping information?
Please contact customer service as soon as possible. We'll do our best to change the address before the item ships.
How can I change my order?
Unfortunately we can't change your order once you've submitted it. If you've ordered the wrong item please contact customer service to cancel your order. You can then place a new order online.
How can I cancel my order?
To cancel an order, please contact customer service. We can only cancel orders that haven't been shipped yet. Since orders are transmitted electronically to our warehouse we have a very short window to cancel. If you cancel your order after we charged your credit card it may take up to two billing cycles for the credit to appear on your statement.
When will my credit card be charged?
We will charge the full amount of your order when the item ships.
How will the charge show on my credit card statement?
American Express will show the charge as: MYPLAY DIRECT
Visa and Mastercard will show the charge as: MyPlay Direct Inc.
I see a small charge on my credit card statement. What is this for?
Your bank may have placed an authorization hold on your account when you submitted your order. This hold will expire when the transaction is completed, if not before. If the transaction doesn't go through the hold will expire in anywhere from 5 to 30 days, depending on your credit card company's policy.
My credit card was declined, what do I do?
Please contact your credit card company or try another credit card. Also check the expiration date of your card.
What payment methods do you accept?
We accept PayPal, Amazon Payments (US Only) and the following credit cards: American Express, Visa and MasterCard.
How will I get my Bonus Downloads that came with my order?
You will see a download link on the order confirmation page, which displays at the end of the checkout process.
My Bonus Downloads disappeared from my shopping cart. What should I do?
This can happen when you select a different country after you've placed items in the shopping cart.
If you have not yet completed your order, please start over, and select the destination country before you begin placing items in your shopping cart.
If you have already placed your order and are outside the US, don't be concerned. You will still get an e-mail with your free download code, but this may take up to a week.
If you have already placed your order and are in the US, please contact customer service
Does downloaded music content play on all MP3 players and iPods?
Yes, music files downloaded from MyPlay Direct should play on all iPods and MP3 players.
In what formats are the music downloads delivered?
The audio files are in MP3 format and are encoded at a high bit rate of 320 kbps.
Is there any Digital Rights Management (DRM) applied to the files?
No. There is no DRM applied to the files.
How many times can I download each track?
You can download only once. However, if the download fails, you will be able to retry the download and get any remaining files that were not previously downloaded.
I accidentally closed the Download Manager or the browser before downloading all the files. How do I continue?
The confirmation e-mail we sent you right after you placed your order contains a link to your order status page. You download your files from there. If you no longer have your confirmation e-mail or can't find it, please contact customer service.
Why do I get a warning when opening the Download Manager?
PC users: You may get a warning that you're about to save an application. The Download Manager is a small application than can run from a temporary location. If you save the Download Manager to a folder or the desktop then you can simply delete it once you've completed the download of all your content.
Mac users: You need to "Trust" the application (or applet) in order to open the Download Manager.
I selected "Don't Trust" on the download manager on my Mac, and I can't use the download manager. What do I do?
Please first close your browser and open the confirmation e-mail we sent you right after you placed your order. It contains a link to your order status page, and you can download your files from there. If you no longer have your confirmation e-mail or can't find it, please contact customer service.
Why can't I select the "Choose" button on the "Save To" screen on the download manager?
You can only download to a folder. If you double-click a folder and there are no other folders inside it, the download manager will not let you continue downloading. Please follow these steps:
- Select Cancel.
- Click Browse. Browse to the folder to which you would like to download your files and select the folder without double-clicking and opening it.
- Click Choose.
- Click Continue to continue downloading.
Is the download manager permanently installed on my computer?
No. The download manager is only used to download the files you have purchased and is not required once your download is complete.
I can't find my downloaded files - where are they?
When you downloaded your files, you selected a directory in which to save your files. Check that directory first and if you don't see your files you can do a search for the artist. Below are other ways to find your music.
For PC Users:
- Click "Start" button
- Select "Search"
- Enter the artist name and hit Enter
For Mac Users:
- Go to Spotlight and search for the artist's name.
How do I manually install my downloaded files?
Locate the downloaded files (see the previous question) on your computer and drag them into your iTunes or Windows Media Player library.
What are the Systems Requirements
For PC users:
- Operating System: Windows 2000, XP, Vista
- Web Browser: Internet Explorer 6.0 or higher, Firefox 2.0 or higher
- Internet connection: a high-speed connection is recommended
- Other: A media player/manager such as Windows Media Player or iTunes, speakers or headphones to listen to your downloaded music
For Mac users
- Operating System: Mac OS X
- Web Browsers: Safari 2.0 or higher, Firefox 2.0 or higher
- Internet connection: High-speed connection is recommended
- Other: A media player/manager such as iTunes, speakers or headphones to listen to your downloaded music
Limited offers - How do I know I will still get one?
We'll take down limited offers when they're no longer available. You'll still get the limited offer as long as you place the order while the offer is still posted on our site. Hurry!!!
Are all promotions available in all countries?
Many promotions are limited to certain countries. If you can't see the offer on your country's version of an artist site, it's most likely not available there.
What is a digital gift and how does it work?
When you?re buying a digital movie as a gift for someone else we?ll send that person an email with a virtually wrapped gift and a personal message from you. With a few clicks the recipient unwraps the gift and adds the movie to her Ultraviolet Collection. The movie will be ready to watch instantly.
What is UltraViolet?
UltraViolet is a free cloud-based digital Collection that gives you greater flexibility with how and where you watch the movies and TV shows that you purchase. Once a movie or TV show has been added to your UltraViolet Collection, you will have options to stream it over the internet or download it for offline viewing. Because UltraViolet offers so many viewing choices, you have greater freedom to choose where you want to watch - whether it?s on a mobile device, computer, connected television, game console, etc.
What if my friend doesn?t have an Ultraviolet account?
Creating an account is very quick, simple and free. If your friend doesn?t have an account he will be guided through the process after unwrapping her gift in the email we send. It will only take 2-3 minutes, and the movie will be ready to watch or download instantly.
How can my friend watch the movie?
Once your friend has added the movie to her Ultraviolet collection she can either stream it instantly, download and watch it offline, or view it on a variety of different devices and platforms such as Connected TV or Blu-ray player, game console, tablet or smartphone via a number of supporting UltraViolet providers including VUDU, Flixster, and more coming soon.
They will need a working internet connection to redeem the title.
If my friend has problems redeeming or viewing the movie, who can she contact?
If you have problems redeeming or downloading the movie, click here
If you have problems purchasing a movie gift, click here
Will my friend be able to download my movie gift to their iPhone or iPad?
To do this, your friend will need to use the Flixster app for iOS and Android devices or you may use the iPad app from VUDU. Both can be found in the iTunes AppStore and the Flixster app for Android can be found in the Play Store. Using these apps requires that you have an account with either Flixster or VUDU. Both Flixster and VUDU support access and playback of UltraViolet titles.
What if I don't know what kind of device my friend has?
With UltraViolet, this is something you don't have to worry about. UltraViolet is available on such a great variety of connected device types that your friend will not have a problem finding their gift on their connected device of choice.
What format are your movies?
UltraViolet movies viewed on SonyPicturesStore.com using the computer are offered in the Silverlight format. The most current version of the Silverlight player is required to stream movies on Apple Mac and Windows PCs. Follow this link to upgrade your browser?s Silverlight Player. Movies viewed on SonyPicturesStore.com using the iPad or iPhone are in HLS (HTTP Live Streaming) format, an adaptive streaming communications protocol created by Apple.
The movies can also be watched in other formats depending on the platform being used and the service provider (e.g. Vudu, Flixster, Barnes & Noble, CinemaNow) that you are using.
Can my friend open their gift on their smart phone or tablet?
On a smart phone you can open the email and unwrap the gift, but - at this time - you won?t be able to complete the redemption process.
On a tablet computer you will be able to open the email, unwrap the gift and redeem the movie.
Will my friend know who sent the gift?
Yes, the email message will include your name which comes from the billing name used.
When will my friend receive the gift?
You can choose the delivery date and time. If you don?t select a delivery time the gift will be sent an hour after you submit your order.
Can I include a personal message?
Yes, during the checkout process you can add a personal message.
What ?s a virtually wrapped gift?
The email we send will have a picture of a wrapped gift. When your friend tears off the wrapping with her mouse the cover of the movie will be revealed.
Can I give any movie?
You can give any title available on SonyPicturesStore.com, that?s about 500 titles at this time.
Can I give more than one movie at a time?
Yes, you can send several movies at once. But when the recipient unwraps in the email she will only see the first movie. Once she clicks on ?accept the gift? all movies will be added to her UltraViolet account.
Can I give any other kind of media?
The service is only limited to movies at this time.
Can I choose the wrapping paper and ribbon?
Yes, after you complete your purchase you can choose your wrapping style.
What if I don't wrap the gift?
The gift will be wrapped with a default gift wrap setting.
What if I don't schedule the delivery of the gift?
Your gift will be sent an hour after you purchase it.
What if my friend has the movie already?
Unfortunately, at this time your friend will be unable to return the gift or 're-gift' it to someone else.
When am I charged for the movie gift I send?
As soon as you complete the transaction your card will be charged and you?ll receive an email receipt.
Who is MyPlayDirect?
MyPlayDirect is managing the SonyPicturesGiftStore service. They are a partner of Sony Pictures Home Entertainment.
Why does my credit card statement say cc.myplaydirect.com?
MyPlayDirect is managing the SonyPicturesGiftStore service and are processing your transaction. They are a partner of Sony Pictures Home Entertainment.
What is "ASI*MYPLAY DIRECT 866-749-7545 WA" on my credit card statement?
This is the name of the company to which your digital gift transactions are attributed.
How will I know if my friend has received and unwrapped the gift?
We are working toward an alert being sent when the gift has been unwrapped by the recipient.
Where can I get more information about UltraViolet and SonyPicturesStore.com
Please visit Help And Support
What do I need to send or receive via Sony Pictures Gifts Store with MovieEwrap?
- An Internet Connection
- Device Requirements
- Windows XP with Service Pack 2
- Vista or Windows 7
- Internet Explorer 8 or 9, Firefox 6 or 7, or Google Chrome 13 or 14
- 1.2 GHz processor
- 512 MB RAM
- Apple Mac
- An Intel-based Mac with OS 10.4.11 or later
- Safari 5 or 5.1, Firefox 6 or 7, or Google Chrome 13 or 14
- 1 GB RAM
- iOS (iPhone, iPad, iPod Touch)
- OS Version 4 or higher
- Mobile Safari 4.0 - 4.3 or higher
- OS 3.x.x Honeycomb or later
- Chrome browser
- Firefox browser