Returns & Exchanges
Return Policy and Instructions
PUMA.com is committed to your happiness. We want you to be as pleased with your purchase as we are in serving you. You may return any PUMA products in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 30 days of your order date.
Select IGNITE, Speed IGNITE and NRGY running shoes also qualify for our 30 Day Test Run program: Go ahead. Get them dirty. Put them through their paces. If you aren’t 100% satisfied, we will gladly accept your return (in any condition) within 30 days of purchase using our normal returns process below.
Please follow the instructions found on the back of the packing slip to return an item. Returns generally take 3-5 weeks to process.
Returns to Store
You also have the option to return your merchandise to a PUMA store. Purchases made by credit card will be credited back to that original card. If the payment method was a PUMA gift card or PayPal, then a PUMA gift card will be issued. Please bring your packing slip to verify the credit amount to be issued. Neither PUMA.com nor stores accept returns on customized products, unless defective.
PUMA does not accept returns on gift cards, undergarments or customized and personalized products. Custom product orders are nonrefundable, except in cases of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance.
Duty and Tax Refund Process
Puma North America Inc is an approved CREDITS participant with the Canada Border Services Agency (CBSA). By ordering goods from Puma North America Inc, I hereby authorize William L. Rutherford Ltd an approved customs broker in CREDITS, to act as my agent, and to transact business with the CBSA to obtain release of my merchandise, account for duties and taxes, return merchandise to Puma North America Inc, and electronically submit refund claims on my behalf. Under the CREDITS program, I understand that the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to the customs broker, and that I will obtain the refund directly from Puma North America Inc. Further, I also authorize William L. Rutherford Ltd to forward any refund issued by the CBSA in my name, so that Puma North America Inc can be reimbursed.
Send the package via an insured and traceable carrier. Please be sure to note your return tracking number. All returns must be addressed to:
c/o DHL Global Mail, Returns Dept.
355 Admiral Blvd, Unit 4
Please do not send your package directly to our facility in the United States. Doing so will delay the processing of your return.
Credit for returns will generally be issued to the original payment method, but please refer to our Gift Card FAQs for returns of purchases involving PUMA Gift Cards.
PUMA is not responsible for any returns lost in transit or any additional charges.
To exchange an order, please return your original item for a refund and place a new order online. You may call us or contact us via firstname.lastname@example.org with both your original and new order numbers in order to obtain a credit on the shipping fee for the new order.
Items Purchased Elsewhere
Products purchased from PUMA retail stores or at other retailers should be returned to the outlet from which you originally purchased the item.