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Customer Service

Returns & Exchanges



Return Policy and Instructions

Good news! We've extended our return window for the holiday season. All orders placed on puma.com between October 14, 2019 and December 17th, 2019 may be returned in their original, unused condition as late as January 31, 2020. Orders placed after December 17th, 2019 will follow our normal return timeframe of 45 days after purchase.

Please follow the instructions found on the back of the packing slip to return an item. Returns generally take 3-5 weeks to process.

Note: Online returns are only available for orders placed on puma.com.

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 stores are not able to refund duties and taxes paid on the original order. You must return merchandise to the FSC (foreign sales company) in order to receive a refund for any duties or taxes paid. Please contact Customer Service for more information.

Return Exceptions

PUMA does not accept returns on gift cards, 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:

PUMA.com
c/o DHL Global Mail, Returns Dept.
355 Admiral Blvd, Unit 4
Mississauga, ON
L5T 2N1

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.

Exchanges

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 at 1-888-565-7862; 7am ET - MIDNIGHT ET, 7 days a week or via customerservice@puma.com with both your original and new order numbers in order to obtain a credit on the shipping fee for the new order. 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 customerservice@puma.com with both your original and new order numbers in order to obtain a credit on the shipping fee for the new order.

Returns to PUMA Stores

Products purchased from PUMA retail stores or at other retailers should be returned to the outlet from which you originally purchased the item.