Frequently Asked Questions

Orders & Payment

How do I check my order status?

To check the status of your order, including processing and shipping updates, click here. You can check your order status by logging in to your My Account or by entering your order number, email address and billing zip code.

Please note, once your order has shipped, you will receive an email with a tracking number for all shipping and delivery updates.

For more information and step-by-step instructions on how to check your order, click here.

What should I do if I receive only part of my order?

If you’ve received only part of your order, first check the shipping confirmation email. Your Order Summary will indicate which items were shipped and which may be arriving separately. If you still have questions or concerns, please check your order status here.

Can I change or cancel my order once it has been placed?

Unfortunately, no. Once your order has been placed it is sent to our warehouse for processing. You will need to return the original package to obtain a refund.

Visit our Returns & Exchanges page for more information.

What types of payment are accepted?

We accept payment by debit/credit cards, Apple Pay, PayPal, and PUMA Gift Cards. Visit our Payment Options page for more information.

How do I used a promotion/coupon code?

To use your promotion or coupon code, enter the code at checkout in the appropriate field. Make sure you enter the code with the exact spelling and capitalization as shown. You must click "apply" 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, the discount will not be applied.

Please refer to our Terms and Conditions for more information.

Why is my coupon code not working?

Our offer codes exclude but are not limited to new product releases, select Classic styles, select Teamsport styles, Golf, Basketball, select RS Product, clearance merchandise and new licensed and replica jerseys. Offers cannot be combined with any other shipping promotion, offer or coupon. Offers cannot be applied to past purchases, redeemed for cash equivalent, used to purchase gift cards, or used as payment on an account.

How can I redeem a PUMA Gift Card?

You can enter your Gift Card information during checkout under the Payment Information section. Click “Add a Gift Card” and enter the unique code as well as the pin number. You may also check your balance at that time. Learn more about PUMA Gift Cards and check your balance on our Gift Card page.

How do I purchase a PUMA Gift Card?

You can purchase a PUMA Gift Card at any PUMA store, an authorized retailer, or online here. Note: when buying online, you will be directed away from PUMA.com to complete your purchase.

How is sales tax calculated?

We charge sales and use tax according to federal, state and local government guidelines. Taxes are calculated based on the shipping address provided and the appropriate rules for that tax jurisdiction.

Please 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 the final amount is charged.

How long does it take to personalize a jersey?

The time it takes to personalize a jersey varies because they need to be shipped to the screen printer before being shipped to you. Typically, the personalization process adds an additional 5 to 7 days to the order's processing time before it is ready for shipment.

When will I receive shipping confirmation for my personalized jersey order?

After placing your order, the jersey will be sent to the screen printer for personalization. Once the personalization has been added, you will receive a shipping confirmation with the details of your shipment.

Can I return a personalized jersey if I change my mind?

No, personalized jerseys cannot be returned unless they are defective or faulty. If you believe your personalized jersey is defective or faulty, please contact our customer service team here. Common issues can include printing errors, fabric defects, or incorrect personalization details.

Can I make changes to my personalized jersey order after it has been placed?

Unfortunately, once an order for a personalized jersey has been placed, it cannot be modified or canceled. This is due to the custom nature of the item and the immediate processing required for personalization. Please double-check all details before completing your purchase to ensure accuracy.

Shipping & Delivery

Do you ship internationally?

We ship to the following locations outside of the United States:

APO/FPO addresses
American Samoa
Guam
Marshall Islands
Federated States of Micronesia
Northern Mariana Islands
Palau
Puerto Rico
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.

Visit our Shipping & Delivery page for more information.

Do you ship to APO/FPO addresses and P.O. boxes?

Yes, we offer shipping to APO/FPO addresses as well as P.O. boxes. Visit our Shipping & Delivery page for rates and expected delivery times.

What should I do if I can't locate my package after it's been marked as delivered?

If you are unable to locate your package after it has been delivered, please fill out a claim here. Once your claim is submitted you will receive an email confirmation.

What should I do if my package has arrived damaged?

If your package has arrived damages, please fill out a claim here. Once your claim is submitted you will receive an email confirmation.

What should I do if my tracking has not updated?

If your tracking has not updated, it is likely still in transit to you. Many times, FedEx will only update with a location scan once the package is in the local area. We must allow FedEx 10 business days without an update before considering a package lost in transit. If this time frame has passed, please fill out a claim here. Once your claim is submitted you will receive an email confirmation.

Returns

How do I return or exchange an item?

We are happy to offer free online returns for orders placed on puma.com within 45 days of purchase. You may return your PUMA products* in their original, unused condition for a full refund.
*Excludes gift cards, bodywear and customized products.

To get started with your return and print your pre-paid shipping label, click here and enter your order number and email address. From there, you will see if you qualify for free returns and find step-by-step instructions to initiate.

At this time, we do not offer direct exchanges. To exchange an item, you must return the original item and place a new order. Visit our Returns & Exchanges page for more information and assistance.

What if I have a defective or damaged item?

If you believe an item is defective, please contact Customer Service at 1-888-565-7862 or via customerservice.us@puma.com

Shopping

What is the 30 Day Test Run?

Try our running shoes for 30 days and if they’re not a good fit, send them back hassle-free.

This includes Deviate NITRO™, Velocity NITRO™, Electrify NITRO™, Liberate NITRO™, Magnify NITRO™, Run XX NITRO™ and ForeverRun NITRO™ sneakers.

To start your free return and for step-by-step instructions, visit our Returns & Exchanges page.

Where can I find a PUMA Store or Outlet?

You can find your nearest PUMA Store via our online Store Directory. Near NYC? Check out our Flagship Store.

Is there a maximum unit purchase on a single item?

Yes, most PUMA.com products have an order quantity limit of 6. Certain Select styles and higher priced items will have a quantity limit of 2. PUMA reserves the right to lower the order quantity limit based on item availability.

Do you offer a student discount?

Yes! We are happy to offer a Student Discount through UNiDAYS.

To see if you qualify, you must first register with UNiDAYS, and then enter your UNiDAYS email and password in our Student Discount page. Once you are verified, your unique PUMA.com code will be generated. Simply enter this code in the coupon code section upon check out.

Visit our Student Program section for more information about this offer.

Which browser works best for your site?

At PUMA, we're committed to be the world’s fastest sports brand. Our teams make use of the newest technologies to improve your experience. Modern, up-to-date browsers allow you to take full advantage of this, as well as providing improved security and performance. We recommend using the latest versions of Google Chrome or Safari when browsing the PUMA website. Using an alternate browser will result in an inferior experience where some features may not work as intended.

Why are products disappearing out of my shopping cart?

The lifetime of the shopping cart is 7 days. After 7 days any item in your cart will no longer be visible. Remember, item inventory is not reserved when added to your cart. We recommend placing your order to secure the items you wish to purchase.

Can I save items in my shopping cart to purchase later?

If you would like to save items for future purchase, we recommend utilizing our Wishlist functionality – simply create an account, login, and begin adding items to your Wishlist. Items in your Wishlist will be stored and will display the most up to date stock information, in the event an item goes out of stock.