Returns & Exchanges
Initiating Your Return
Looking to make a return online? You’re in the right place. Click here to be redirected to our returns portal to initiate a return online.
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 initiated on us.puma.com can take 1-2 weeks to process depending on when the return is received. Please make sure you select the right item(s) you wish to return to avoid delays in refunding.
Please note your financial institution’s return processing timelines before reaching out with any concerns regarding your refund.
PUMA does not accept returns on gift cards, customized products and bodywear including face masks. 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.
Certain product launches and puma.com exclusives have a shorter window for returns and exchanges. MB.01/MB.02 Basketball Shoes must be returned / exchanged within 15 days.
Returns to PUMA Retail Stores
You may return items purchased on puma.com to any PUMA store. Please bring the original form of payment and a physical or digital copy of the Order Confirmation Email with you so you may be refunded. Purchases made by credit card will be credited back to that original card (including pre-paid gift cards). If you paid with a PUMA Gift Card, Apple Pay, Google Pay or PayPal, then a PUMA Gift Card will be issued with the refunded amount.
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.
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:
Shoebacca Returns Department
600 N. Wildwood Drive
Irving, TX 75061