Customer Service

Frequently Asked Questions



How do I check my order status?

Go to the Login tab at the top of the homepage or click here. You can choose to log into your My Account or enter your Order Number, Email, and Billing Zip Code.

Once your order has shipped, you will receive an email with a tracking number to track the status of your package.

Visit Your Order for more information.


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.


How do I return or exchange an item?

We are pleased to offer free returns within 45 days of purchase. You may return any PUMA products in their original, unused condition for a full refund. We will provide a pre-paid shipping label with a tracking number for all returns made within the US, Alaska, and Hawaii.

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.

Unfortunately, at this time we do not offer direct exchanges. To exchange an item, you must return the original item and place a new order. For more information, visit our Returns & Exchanges page.


What types of payment are accepted?

We accept payment by debit/credit cards, PayPal, and PUMA Gift Card. 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.


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.


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.


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.


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.


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.



Where can I find a PUMA Store or Outlet?

You can find your nearest PUMA Store via our online Store Directory.


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.