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Customer Service

Your Order


Order Changes / Cancellation

We apologize, but we are not able to make any changes or to cancel your order once it has been submitted to us for processing. You may return any products by following our Return Policy.

Occasionally we may have to cancel an order or product due to processing reasons. If so, you will be notified via email. You will not be charged for canceled products.

Emails You will Receive, Related to Your Order

  • Order Confirmation Email: You will receive a confirmation of receipt email shortly after you successfully placed an order online.
  • Shipping Confirmation Email: You will receive a confirmation email with a tracking number. PUMA ships from multiple warehouses which can result in split shipments; therefore, you may receive more than one email. If you order contained more than one item keep an eye on your email inbox for additional updates. 
  • Order Cancelation Email:  You will receive a cancelation email if your order is fully or partially canceled.
  • Return Email: You will receive a confirmation email, regarding your return request, once we have received and processed your returned order. We will inspect the product/s you returned and refund you if they meet the requirements of our Return Policy. Returns generally take 3-5 weeks to process.

Track My Order

Once your order has shipped, you will receive a confirmation email with your tracking number. PUMA ships from multiple warehouses which can result in split shipments; therefore, you may receive more than one email. If your order contained more than one item, keep an eye on your email inbox for additional updates. If you created a Puma Online Store account, you can also check the status of your order by accessing your Account.

Order Delivery

All shipments to Canada are sent via Standard (ground) shipping at a flat rate of USD 12.95. You should receive your order within 7-14 business days from the date your order is placed.

PUMA uses DHL eCommerce to deliver to Canadian addresses. DHL partners with Canada Post, Canpar and UPS Canada to complete the delivery.