Orders & Delivery
How long will my delivery take?
From the time of dispatch, orders should typically take the delivery timeframes shown below:
|
State |
Region |
Express delivery |
Standard delivery |
|
NSW |
Metro Country |
1-2 days 2-3 days |
2-3 days 4-5 days |
|
ACT |
|
1-2 days |
2-4 days |
|
VIC |
Metro Country |
Next day Next day |
1-3 days 2-4 days |
|
QLD |
Metro Country |
1-2 days 2-4 days |
2-5 days 3-8 days |
|
SA |
Metro Country |
Next day 2-4 days |
2-3 days 3-5 days |
|
WA |
Metro Country |
1-2 days 3-5 days |
4-5 days 5-8 days |
|
TAS |
|
1-3 days |
2-6 days |
|
NT |
|
3-5 days |
4-7 days |
*Please note that these are average timeframes intended as a guideline, and may be impacted by partner delivery issues, weather conditions and busy sale periods where order volume is particularly high.
How long until my order will ship?
Orders can take up to 1-2 working days to be dispatched from our warehouse. However, during sale periods please allow up to an additional 2 business days for orders to be dispatched. Once your order has been dispatched, you will receive an email with tracking information.
How much will delivery cost?
We offer free standard shipping across Australia for all orders over $150. For all orders under $150, the regular shipping cost is $10. For express shipping, where available, we charge a flat fee of $15. For urgent orders, please choose express shipping for priority dispatch and shipping.
How do I track my order and delivery status?
All our orders ship Australia wide via Australia Post. We recommend downloading the AusPost App to get the latest updates on the status of your delivery. AusPost will email or SMS, you with your tracking details when they receive and process your delivery.
If you have yet to receive an email or SMS with your tracking, that simply means your order has yet to be processed by AusPost. Once your order is on the way, you will receive all delivery updates directly from AusPost.
You can also track your order status in the "My Account" section when logged in, or as a guest here - you'll just need your Order Number, Email, and Postcode.
Do you ship internationally?
Unfortunately, no. All orders purchased on au.puma.com can only be shipped within Australia. Visit here to be sent to a PUMA online store in your country if available.
I have received a delivery card from the shipping carrier, can you get this re-delivered to me?
If your delivery was carded by AusPost, because you weren't home or they couldn't deliver the parcel to you, simply follow the instructions on the physical or digital card to collect your order.
My delivery address is incorrect, wrong or has been returned to sender, what can I do?
If a delivery address is applied incorrectly or cannot be located, it may be returned to our warehouse after dispatch.
For our team to assist you in updating the delivery address on your order, please contact us as soon as possible. We will try to intercept the parcel, along the way by redirecting but sometimes this is not always an option.
Parcels that are placed in returned to sender status, once received by our warehouse team, will be refunded. Please ensure address details are correct before proceeding to the next step at checkout as stock availability and pricing cannot be guaranteed. Please note, any shipping fees that have been paid are non-refundable.
Ordering Online
Can I change an item on my order?
Once an order is placed items on your order cannot be amended.
Please contact us immediately to see if we can place your order on hold for it to be cancelled and refunded.
We recommend placing a new order for the correct item required.
Can I change contact details on my order?
If you need to change any of the contact information on your order, including the delivery address, please contact us as soon as possible via the link below:
Out of Stock Items
Due to high traffic volumes during our sales, there can be a slight delay with the website refreshing to update available stock. You may notice that when you add the item to cart that a red banner appears at the bottom of your screen advising that the item is no longer available in the size or colour selected. Please note added items to your cart does not guarantee the stock is secured.
We do apologise for the inconvenience caused. If you do continue to have any issues adding stock to your cart you may need to clear your cache and cookie history on the internet web browser that you are using whether it be a desktop, laptop, tablet or smart phone. If not needed, clear also the browsing history from the browser and then refresh the Puma store website page.
You may find that your cart has been cleared; if this is the case, re-add the items you wish to purchase to the cart, and it should allow you to proceed to the payment page.
If you have any further issues persist, please contact us by clicking the link below.
Why is my order cancelled?
We are sorry to hear that your order has been cancelled.
Most of the time, this is due to the stock not being longer available.
If your order, or part of it, is cancelled, we’ll refund you the amount of the cancelled products back to your original payment method used at checkout.
Why can't I see my orders in my account dashboard?
Orders will only appear in your account dashboard if you were logged in when you place your order.
If your order is not in your dashboard, you can use the order search from the account login page – here, to find your order details.
Please note if you are a New Zealand customer and ordered prior to April 2024 and did not provide consent for your account to be migrated to the new local NZ website, your order history will no longer be accessible from the New Zealand website.
Where do I apply a promo or discount code?
Upon accessing your shopping cart, it is necessary to apply the promo code during the checkout process, specifically in the 'Apply a Promo Code' section located directly beneath your order details.
Kindly note that the promo code needs to be applied to your shopping cart during checkout and cannot be used once the transaction has been finalised.
I didn’t apply my promotional code at checkout, can I get refunded for the difference?
If a coupon code has not been applied at the time of purchase or the items purchased are to be reduced after purchase, we cannot provide a refund for the price difference.
Alternatively, if you wish to return the item/s once received and re-purchase them at the lower price, please see the following link to our 30-day free returns online.
Any more questions?
We are available Monday – Friday from 9:00 a.m. – 5:00 p.m. (Melbourne, Australia EDST) excluding the following public holidays:
- New Year's Day
- Australia Day
- Labour Day
- Good Friday
- Easter Monday
- Anzac Day
- King’s Birthday
- Grand Final Day
- Melbourne Cup
- Christmas Day
- Boxing Day