Need us? Call us. 888-565-PUMA
Frequently Asked Questions
How can I obtain free shipping?
There are multiple ways to qualify for free (standard) shipping when shopping at the PUMA Online Store!
1. Buy more than $85 worth of merchandise. Our standing free shipping offer is available every day.
2. Contribute to Soles4Souls. Just a few dollars short of the threshold? Consider making a cash contribution to Soles4Souls. Help yourself while helping others! Click here to make a donation.
3. Become a FreeShipping.com member. PUMA has joined the FreeShipping.com network of retailers. Members enjoy free shipping and other benefits at PUMA.com and over 1000 other online retailers. Click here for more information.
How can I pay?
We accept the following methods of payment:
- American Express
PUMA Gift Card
Please ensure that your billing name is entered exactly as it appears on your card. For the protection of our customers, transactions cannot be processed if billing information is not 100% accurate. Your card is not charged until the order ships.
You may also purchase and redeem PUMA Gift Cards via this site. Please see our Gift Card FAQs for more details.
Why can't I add more items to my shopping bag?
You can add a maximum of ten different items per order.
How do I check the status of my order or track a shipment?
Go to My Account and enter your username and password.
To check the status of a PUMA Factory order, visit PUMA Factory. Click on My Factory, and enter your PUMA Factory username and password.
How do I return or exchange an item?
PUMA.com is committed to your happiness. We want you to be as pleased with your purchase as we are in serving you. If you're not happy for any reason, we will gladly accept your return within 30 days of the delivery date. In order to make your return simple and inexpensive, it’s on the house and we’re picking up the tab! To initiate your FREE return please click MY ACCOUNT for registered users, otherwise click HERE (You’ll just need your Order Number, which you’ll find on your order & shipping confirmation emails from our customer service team. It looks a little something like this: US12345678.) Having trouble, no worries, call customer service at 1-888-565-7862.
For your convenience, you will be able to print a pre-paid shipping label for returns from the continental U.S., Alaska and Hawaii. You may return any PUMA products in their original, unused condition for a full refund of the merchandise value. Please see our Return Policy for additional information regarding returns and exchanges.
Please note that we do not perform exchanges at this time. For assistance in placing a new order for a different size or color please contact our 24 hour customer service at 1-888-565-7862. We are happy to offer FREE GROUND SHIPPING on your replacement order.
Click PUMA Factory Return Policy to view the PUMA Factory Return Policy, which differs from the Return Policy of the PUMA Online Store. You can also reach the PUMA Factory Customer Service Team with any questions at USFactoryCustomerService@puma.com or 718-577-1045. They’re on call between the hours of 9 a.m. and 5 p.m., Eastern Standard Time.
How do I change or cancel my order?
Due to our fast shipping process, it is not possible to change or cancel an order once it has been placed. You will need to return the original package to obtain a refund and/or place an order for the new product. Please see our Return Policy for additional information.
Do you ship to Canada?
Yes, but not through this web site. Please visit instead our Canadian online shop at http://shop.puma.ca.
Do you ship internationally?
This web site accepts orders to be shipped to the following geographies outside the United States: APO/FPO addresses, American Samoa, Guam, the Marshall Islands, the Federated States of Micronesia, the Northern Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin Islands. Orders to these locations are not eligible for expedited shipping and may take longer to arrive than the listed delivery times. Customers are responsible for any applicable duties and taxes levied on the delivery of their orders and for all charges related to returning products to PUMA, if necessary.
Do you ship to APO/FPO addresses?
Yes, we ship to APO/FPO addresses. Orders to such addresses are not eligible for expedited shipping, and may take longer to arrive than the listed delivery times. Customers are responsible for any applicable duties and taxes levied on the delivery of their orders and for all charges related to returning products to PUMA, if necessary.
Do you ship to P.O. boxes ?
Yes, we are able to ship to P.O. boxes via Standard shipping only. Orders to such addresses are not eligible for expedited shipping.
How do I contact customer service?
For customer service inquiries regarding a PUMA Factory order, please reach out to our PUMA Factory Customer Service Team at USFactoryCustomerService@puma.com or 718-577-1045. They’re on call between the hours of 9 a.m. and 5 p.m., Eastern Standard Time. You can also check out the PUMA Factory FAQ page.
How is sales tax calculated?
We charge sales and use tax according to Federal, State and Local government guidelines. Tax is calculated based on the shipping address and the appropriate rules for that tax jurisdiction.
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 your credit card is charged.
How do I use a promotion/coupon code?
To redeem a promotion or coupon code, enter the code in the appropriate field on the Shopping Bag page. Be sure to enter the code with the exact spelling and capitalization as shown. You must click "redeem" 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, a discount will not be applied.
Please also refer to our detailed Terms and Conditions regarding use of this site.
How do I purchase or redeem a PUMA gift card?
Please see our Gift Card FAQs.
Where can I find a PUMA Store or Outlet?
You can search for your nearest PUMA Store via our online Store Directory.
Do you offer sneaker customization?
PUMA Factory is the latest and greatest in our sneaker customization quest; check it out PUMA Factory. It invites everyone to join the creative process, and it has more products and materials than ever before. PUMA Factory a place for you to match your shoes to your favorite team or oldest T-shirt, paint by numbers, and innovate outside the lines. No sewing or assembling required. Cheers and ideas encouraged.
Please note, PUMA Factory orders are processed separately from orders placed on the PUMA Online Store, and some terms and conditions do differ. Be sure to check out the PUMA Factory FAQ page before placing your order, as well as the PUMA Factory Return Policy. If you have any further questions, the PUMA Factory Customer Service Team is reachable at USFactoryCustomerService@puma.com or 718-577-1045 between the hours of 9 a.m. and 5 p.m., Eastern Standard Time.