Return Policy

We’re happy to accept returns for eligible items within 45 days of purchase. Please see the details below:

Initiating Your Return

Looking to make a return online? You’re in the right place. To initiate a return, please email us at [email protected] with your order number and the item(s) you wish to return, or call us at (978) 632-2794. Our representatives are available 7 AM – MIDNIGHT EST, 7 days per week.

Note: Free online returns are only available for orders placed on pumasell.us.

Once your return is initiated, your pre-paid return shipping label will be emailed to you within 24 hours. After drop-off, return packages typically arrive at our returns facility within 3-7 business days.

Refunds

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 Pumasell Gift Card, you will be issued a separate E-Gift Card for the refunded amount.

Once your return arrives at our returns facility, please allow 3-5 business days for inspection. After your return is approved, the refund is issued to the original form of payment within 1-2 business days. Depending on your bank or card issuer, the credit may take an additional 1-2 billing cycles to appear on your statement.

In total, most online returns are fully refunded within 1-2 weeks after we receive the return. 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.

Return Exceptions

Products that are classified as final sale cannot be returned or exchanged. Please refer to the product page for information on whether an item is a final sale item.

Pumasell 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 pumasell.us exclusives have a shorter window for returns and exchanges. This includes but is not limited to Pumasell x LAMELO BALL and FENTY x Pumasell Shoes which must be returned / exchanged within 15 days.

Returns to Dow’s Family Shoe Store

You may return items purchased on pumasell.us to our store at 220 West Street, Gardner, MA 01440. 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 Pumasell Gift Card, Apple Pay, Google Pay or PayPal, then a Pumasell Gift Card will be issued with the refunded amount.

Certain online returns may not be processed in-store for refund and must be initiated online. If brought to a store, associates will assist with initiating these returns online, packaging, and shipping the return back to our facility for processing. These returns will follow our online timeframes for transit and processing.

In-store refunds are processed at the register at the time of your return; depending on your card issuer, the credit may take several business days to appear on your statement.

Exchanges

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. Your new order ships with free standard shipping – orders are processed within 1-2 business days and typically delivered within 3-7 business days (see our Shipping and Delivery page for full details).

To initiate a return, please email [email protected] or call (978) 632-2794.

For assistance in placing a new order for a different size or color, please contact our customer service at (978) 632-2794. Our representatives are available 7 AM – MIDNIGHT EST, 7 days per week.

Additional Notes

Return shipping is free for all orders – including orders shipped to APO/FPO addresses and US Territories. We will provide you with a pre-paid shipping label for every return. You can drop off your return at any FedEx or authorized drop-off location.

If you are unable to drop off your return at a FedEx or authorized drop-off location, you may mail your return items to:

Dow’s Family Shoe Store Returns Department

Dow’s Family Shoe Store Returns
220 West Street
Gardner, MA 01440

Pumasell is not responsible for any returns lost in transit or any additional charges incurred.