Frequently Asked Questions

Orders & Payment

How do I check my order status?

To check the status of your order, including processing and shipping updates, click here. You can check your order status by logging in to your My Account or by entering your order number, email address and billing zip code.

Please note, once your order has shipped, you will receive an email with a tracking number for all shipping and delivery updates.

For more information and step-by-step instructions on how to check your order, click here.

What should I do if I receive only part of my order?

If you’ve received only part of your order, first check the shipping confirmation email. Your Order Summary will indicate which items were shipped and which may be arriving separately. If you still have questions or concerns, please check your order status here.

Can I change or cancel my order once it has been placed?

Unfortunately, no. Once your order has been placed it is sent to our warehouse for processing. You will need to return the original package to obtain a refund.

Visit our Returns & Exchanges page for more information.

What types of payment are accepted?

We accept payment by debit/credit cards, AfterPay, Apple Pay, PayPal, and PUMA Gift Cards. Visit our Payment Options page for more information.

How do I used a promotion/coupon code?

To use your promotion or coupon code, enter the code at checkout in the appropriate field. Make sure you enter the code with the exact spelling and capitalization as shown. You must click "apply" in order for the discount to be applied. The discounted amount will be displayed on the Shopping Bag and Order Summary pages. If the code is invalid, expired or you have not placed the correct products in the shopping bag, the discount will not be applied.

Please refer to our Terms and Conditions for more information.

Why is my coupon code not working?

Our offer codes exclude but are not limited to new product releases, select Classic styles, select Teamsport styles, Golf, Basketball, select RS Product, clearance merchandise and new licensed and replica jerseys. Offers cannot be combined with any other shipping promotion, offer or coupon. Offers cannot be applied to past purchases, redeemed for cash equivalent, used to purchase gift cards, or used as payment on an account.

How can I redeem a PUMA Gift Card?

You can enter your Gift Card information during checkout under the Payment Information section. Click “Add a Gift Card” and enter the unique code as well as the pin number. You may also check your balance at that time. Learn more about PUMA Gift Cards and check your balance on our Gift Card page.

How do I purchase a PUMA Gift Card?

You can purchase a PUMA Gift Card at any PUMA store, an authorized retailer, or online here. Note: when buying online, you will be directed away from PUMA.com to complete your purchase.

How is sales tax calculated?

We charge sales and use tax according to federal, state and local government guidelines. Taxes are calculated based on the shipping address provided and the appropriate rules for that tax jurisdiction.

Please note that the taxes presented at time of order submission are only an estimate and may not take into account applicable exemptions and tax holidays. Final calculation of applicable taxes will be performed when the order ships and the final amount is charged.

Shipping & Delivery

Do you ship to the United States?

Yes, but you must place your order through our US site. Please visit PUMA US at us.puma.com.

Do you ship internationally?

Orders placed on our Canada site will only ship within Canada. If you are looking to ship outside of Canada, please Click here to find the PUMA Online Store for your location.

Do you ship to CFPO addresses and Postal Boxes?

We currently offer shipping to Postal Boxes, but not CFPO boxes. Please stay tuned for updates soon. Visit our Shipping & Delivery page for more information.

Returns

How do I return or exchange an item?

We are happy to offer free online returns for orders placed on puma.com within 45 days of purchase. You may return your PUMA products* in their original, unused condition for a full refund.
*Excludes gift cards, bodywear and customized products.

To get started with your return and print your pre-paid shipping label, login to your My Account or enter your order number, email address and billing zip code here. To see if you qualify for free returns and for step-by-step instructions, visit our Returns & Exchanges page.

At this time, we do not offer direct exchanges. To exchange an item, you must return the original item and place a new order. Visit our Returns & Exchanges page for more information and assistance.

What if I have a defective or damaged item?

If you have received a damaged item or believe an item is defective, please contact Customer Service at 1-888-565-7862 or via customerservice.ca@puma.com.

Shopping

Is there a maximum unit purchase on a single item?

Yes, most PUMA.com products have an order quantity limit of 6. Certain Select styles and higher priced items will have a quantity limit of 2. PUMA reserves the right to lower the order quantity limit based on item availability.

Where can I find a PUMA Store or Outlet?

You can find your nearest PUMA Store via our online Store Directory. Near NYC? Check out our Flagship Store.

Which browser works best for your site?

At PUMA, we're committed to be the world’s fastest sports brand. Our teams make use of the newest technologies to improve your experience. Modern, up-to-date browsers allow you to take full advantage of this, as well as providing improved security and performance. We recommend using the latest versions of Google Chrome or Safari when browsing the PUMA website. Using an alternate browser will result in an inferior experience where some features may not work as intended.

Why are products disappearing out of my shopping cart?

The lifetime of the shopping cart is 7 days. After 7 days any item in your cart will no longer be visible. Remember, item inventory is not reserved when added to your cart. We recommend placing your order to secure the items you wish to purchase.

Can I save items in my shopping cart to purchase later?

If you would like to save items for future purchase, we recommend utilizing our Wishlist functionality – simply create an account, login, and begin adding items to your Wishlist. Items in your Wishlist will be stored and will display the most up to date stock information, in the event an item goes out of stock.

Company Information

How do I care for my PUMA products?

Caring for PUMA Apparel

Please refer to the individual care instructions provided on your PUMA clothing. Care instructions will vary depending on material and type of clothing. In general, avoid putting clothing in the dryer, as it may cause shrinkage. To prevent printed graphics and embroidery from damage, wash and iron your PUMA clothing inside out.

PUMA Footwear Care

All PUMA shoes are designed with durable materials that require little to no maintenance. However, there are some simple ways to keep your shoes fresh and in top condition for even longer.

General Care:

• Clean your shoes immediately after use if they are exposed to mud or dirt
• Use your shoes only for their intended purpose
• Dry your shoes out by removing the foot bed and allowing them to air dry
• Pack your shoes with crumpled newspaper when you take them off to help them retain their shape
• Never machine-wash or machine-dry your shoes
• Keep your shoes away from sources of extreme heat, such as radiators, dryers, or space heaters

Material Cleaning Instructions:

• Leather: Hand wash using a soft cloth dampened with mild soap and cold water. Do not immerse or soak in water.
• Nylon and canvas: Using a soft cloth, gently scrub the uppers using mild soap and cold water and allow to air dry. Do not bleach or use harsh cleaning agents.
• Suede and nubuck: Use a brush specifically designed for suede to keep the outside surface of your shoes clean. Do not get wet.
• Synthetic leather: Use a soft cloth or soft bristle-brush to gently scrub the uppers using mild soap and cold water and allow to air dry.

How can I sell PUMA products in my store or online?

If you are a retailer interested in selling PUMA products, please reach out to New-Account-Applications@puma.com and include the following information in your inquiry:
Business Name
Contact Name
Contact Number
Contact Email

Tell us a little bit about your business:

• What PUMA products are you interested in carrying in your store?
• Have you ever worked with PUMA in the past? Y/N
• If yes, please provide additional information about why you are inactive.

You will receive a response via email after we have reviewed your request. Please note we are only opening a select amount of new accounts at this time. We are not currently considering requests from distributors and other non-retailers.