Customer Service

Returns & Exchanges



Free Online Returns

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.

Initiating Your Return

Looking to make a return online? You’re in the right place. Choose one of the instructions below to print your prepaid return label.

For My Account Members:

1. Navigate to your My Account.
2. Log in using your My Account username and password.
3. Under Order History, select ‘view’.
4. Select the order that contains the item(s) you wish to return and click ‘Initiate Return’.
NOTE: If your item is not eligible for return, you will not be able to see the ‘Initiate Return’ button.
5. Select the item(s) that you would like to return and confirm.
6. Return & Refund: Enter your return details and any additional feedback.
7. Review: Review and confirm your information and select ‘Place Return’.
8. If you’re ready to print your prepaid label, click the link under ‘Click here to print your FedEx Return Label’. If you’d like to print at another time, you will also receive an email with a link to print your prepaid label.
9. Follow all instructions for completing your return. Make sure you include your original packing slip and the item(s) you wish to return inside your package.

Don’t have a My Account? No problem! Follow the steps below:

1. Visit the Returns Portal by clicking here or by selecting ‘Initiate Return’ in the top right corner next to the cart icon.
2. Enter your order number, email address and billing zip code.
3. Select the item(s) you would like to return and confirm.
4. Return & Refund: Enter your return details and any additional feedback.
5. Review: Review and confirm your information and select ‘Place Return’.
6. If you’re ready to print your prepaid label, click the link under ‘Click here to print your FedEx Return Label’. If you’d like to print at another time, you will also receive an email with a link to print your prepaid label.
7. Follow all instructions for completing your return. Make sure you include your original packing slip and the item(s) you wish to return inside your package.

Note: Free online returns are only available for orders placed on ca.puma.com.


Returns to PUMA Retail Stores

You may return any PUMA merchandise to any of our PUMA stores in Canada. To do so, you will need to bring your original packing slip to confirm your order as well as the original form of payment to be credited.


Refunds

Purchases made by debit or credit card (including pre-paid gift cards) and through PayPal will be credited back to the original form of payment. If you paid with a PUMA Gift Card, you will be issued a separate E-Gift Card for the refunded amount.

Returns that have been properly initiated on ca.puma.com and shipped from Canada will begin processing within 24 hours once the package is scanned by the carrier. Please note your financial institution’s return processing timelines before reaching out with any concerns regarding your refund.

Returns that are unable to be initiated or processed through ca.puma.com can take 2-4 weeks to process.


Return Exceptions

PUMA does not accept returns on gift cards, customized products and bodywear. Custom products are nonrefundable, except in the case of manufacturing or material defects in which case you may contact Customer Service via phone or email for assistance.


Additional Notes

PUMA is not responsible for any returns lost in transit or any additional charges incurred.


Exchanges

We do not offer direct exchanges at this time. If you wish to exchange an item, you must go through our return process and place a new order.

We will provide you with a pre-paid shipping label for your return and your new order will come with free standard shipping.

To initiate your free return, please contact Customer Service at 1-888-565-PUMA (7862). Our representatives are available 7 AM - MIDNIGHT EST, 7 days per week.