Customer Service

Returns & Exchanges



Free Online Returns

Due to the current situation with COVID-19, we’ve temporarily extended our standard 45-day return period. All orders placed on us.puma.com after March 1st, 2020 will have an extended 90 day return window.

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 us.puma.com.


Returns to PUMA Retail Stores

You may return any PUMA merchandise purchased on our US site to any of our PUMA stores in the US. 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 us.puma.com and shipped from the US, Alaska and Hawaii 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 us.puma.com can take 2-4 weeks to process. This includes orders from U.S. Territories (such as Puerto Rico) and APO / FPO Addresses. Please make sure you select the right item you wish to return to avoid re-charging and delays in refunding.


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.

Unfortunately, we do not offer free returns on orders placed from APO/FPO addresses and US Territories. Orders placed from these addresses should mail their return items to:

PUMA Returns Department
19688 Van Ness Avenue
Torrance, CA 90501


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 a return, please click here.

For assistance in placing a new order for a different size or color, please contact our customer service at 1-888-565-PUMA (7862). Our representatives are available 7 AM – MIDNIGHT EST, 7 days per week.