FAQs
Our advisors are available to assist you by telephone on +33 (0)7 52 06 08 69 between 9 a.m. and 5 p.m., Monday to Friday, or by email: giveme5@wisetrailrunning.com
To place an order, simply go to: https://www.wisetrailrunning.com/ , add the desired items to your cart and click on proceed to payment after filling in the requested information.
You can also visit one of our retailers: https://www.wisetrailrunning.com/pages/store-locator
Yes, it is entirely possible to cancel or modify your order (subject to
availability). To do so, send your request to giveme5@wisetrailrunning.com.
Please indicate your order number and the desired action. Please note that the order can be modified or cancelled as long as it has not been prepared or shipped.
A pre-order is when you purchase a new item while it is in production. It will be sent to you as soon as we receive stock from our factory.
There are two cases:
- The first: the article is stopped and will not be produced again, you have to turn to its substitute. If you need advice and to find the product best suited to your needs, do not hesitate to contact us!
- The second, the item is in production, you can then reserve your product to be delivered as soon as we receive the stocks. The delivery date is indicated on the product sheet.
If unfortunately you receive the wrong product, we invite you to go to the return portal of our site: https://www.wisetrailrunning.com/a/returnzap
You will then be able to fill out the form mentioning the wish to exchange the product due to an order preparation error. A prepaid return label will thus be generated.
All you have to do is prepare the package and drop it off at the post office or a relay point near you.
We are sorry to hear about the problem you are experiencing. If you are unable to place an order, here are the steps to check:
- Check the destination country and that you are browsing the wisetrailrunning.com website
- Clear your browser's cache (cookies).
- Change browser and/or device: phone/tablet/computer.
- Restart your computer/tablet/phone.
You haven't found the answers to your questions? Do not hesitate to contact our team by phone from Monday to Friday between 9am and 5pm: +33 (0)7 52 06 08 69 or by email at giveme5@wisetrailrunning.com.
Unfortunately, it is not possible to order by telephone, for reasons
security.
However, if you need help to complete your order, our advisors are available to help you, by telephone on: +33 (0)7 52 06 08 69 (free call) between 9am and 5pm, Monday to Friday or by email at giveme5@wisetrailrunning.com.
When your product is in stock, delivery times depend on the option you chose when ordering. Colissimo deliveries are made in 3 working days, Mondial Relay deliveries are made in 5 working days.
In the case of pre-ordered or reserved products, the dates will be communicated to you at the time of purchase or subsequently specified during our communications.
We offer you several delivery options depending on your geographic location.
In France, you can choose delivery to a relay point (Colissimo, Mondial Relay) or to your home (Colissimo). For this second solution, you have the possibility of insuring your package by choosing the "with signature" option when selecting your shipping method.
Abroad, we offer delivery with Colissimo.
As soon as the shipment is carried out by our service, you will receive a tracking number which will allow you to know where your package is during the delivery phase.
You will also be notified by the delivery company when your order has arrived.
If you have any problems tracking your order, our advisors are available to help you, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9 a.m. and 5 p.m., Monday to Friday or by email at giveme5@wisetrailrunning.com.
Express delivery is currently not available on wisetrailrunning.com .
Aware that 24-hour delivery can be a real asset, especially when your sporting deadlines are approaching, we are currently working to offer you this solution soon.
To track the delivery status of your package, simply click on the tracking link in the shipping confirmation email once your package has been sent.
What to do if the tracking link is not available yet?
The tracking link will only be active once the carrier has received your package.
What to do if the tracking link does not update?
Please note that the tracking link is not updated every day. However, if no update appears after 5-6 business days, we invite you to contact our customer service for more information at giveme5@wisetrailrunning.com .
What to do if you received a delivery notification but have not received the package?
Please check if your parcel has not been handed over to a neighbour. If this is not the case and you still have not received your parcel within a week of its dispatch, please contact our customer service at giveme5@wisetrailrunning.com or by phone at: +33 (0)7 52 06 08 69 (free call) between 9am and 5pm, Monday to Friday.
If your package could not be delivered, don't worry! It will be considered returned and we will refund you if you have already paid for it.
Note: We do not reship returned orders. If you still wish to receive the items, you will need to place a new order.
From 2,000 points collected as part of our loyalty program, you access Premium status.
This status is rewarded with free shipping costs.
Reminder: €1 spent = 1 point
Our policy includes a 30-day period during which it is possible to exchange or be refunded, regardless of the condition of the product that you have tried without
fees. Returns must be made via the return portal on the website https://www.wisetrailrunning.com/a/returnzap.
Delivery times vary depending on the carriers used and stock status.
Two possible scenarios:
- You are within 30 days of your purchase, so you need to go through our returns portal: https://www.wisetrailrunning.com/a/returnzap
- You wish to return your product for after-sales service following a defect, then our advisors are available to help you, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9am and 5pm, Monday to Friday or by email at giveme5@wisetrailrunning.com . After-sales service is at the discretion of the Wise teams, taking into account the defect, the conditions of use and the maintenance conditions.
ATTENTION, in the context of a repair, do not return the product to us, it must be passed
via the repair portal: https://www.wisetrailrunning.com/pages/reparations
Absolutely, you have to do the procedure twice on the site: https://www.wisetrailrunning.com/a/returnzap , but you can use only one label to kill two birds with one stone!
Please note, be sure to include the information regarding both returns on your wishes (refund or exchange, if so for which size?)
Returns are free for 30 days after delivery of your order by placing an order.
through the return portal: https://www.wisetrailrunning.com/a/returnzap or when receiving warranty support for a defective product.
In this case you must contact our advisors who are available to help you, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9 a.m. and 5 p.m., Monday to Friday or by email at giveme5@wisetrailrunning.com .
You will be asked for photos and the order number.
If you notice that the Wise product you purchased appears to have a manufacturing defect, we invite you to contact our teams.
So we will try to understand with you the origin of the defect and we will find a quick solution so that you can quickly enjoy the equipment you want.
If you have owned the product for more than 30 days, and a defect in the product is found, an after-sales service procedure will be initiated.
Our products are guaranteed for 2 years, 2 situations are possible:
- During the first year, we will replace your defective product.
- During the second year, we take care of repairs at our partner workshop Goodloop. Here is the access link on the site: https://www.wisetrailrunning.com/pages/reparations
We will refund you using the payment method used when ordering, the delay may be a few days once the refund has been initiated.
If you are purchasing at a trade fair, you must contact our advisors who are available to help you, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9 a.m. and 5 p.m., Monday to Friday or by email at giveme5@wisetrailrunning.com .
You will be asked for a RIB.
Once the RIB has been received, we will proceed with the reimbursement within 48 hours.
You must contact our advisors who are available to help you, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9 a.m. and 5 p.m., Monday to Friday or by email at giveme5@wisetrailrunning.com.
You will be asked for a RIB.
Once the RIB has been received, we will proceed with the reimbursement within 48 hours.
When your items were purchased from a Wise reseller, the reseller's policy applies and returns must be made to the store.
We do not directly support returns from partner stores.
Product recalls may occur in the event of a production defect on a product. In this case, the product may be recalled to offer you to reinforce or exchange the item.
In line with our values, a repair/reinforcement of the product will most often be preferred if it does not jeopardize the performance, practicality and quality of the product.
Wise products, and in particular the Sherpa range (bag, belt, shorts, leggings) are worn very close-fitting so that you have as little movement as possible with all the equipment you carry.
It is necessary to have the right size (adjusted) so that:
- On the one hand, nothing is moving to get all the benefits from the product.
- On the other hand, it remains comfortable for you.
You can rely on our size guides depending on the desired item. If you have any doubts, we invite you to contact our advisors who are available to help you in your choice, by telephone at: +33 (0)7 52 06 08 69 (free call) between 9 a.m. and 5 p.m., Monday to Friday or by email at giveme5@wisetrailrunning.com .
To choose your Sherpa Max or Sherpa Race bag, it is important to base your decision on your chest measurement and refer to this value on the size guide
present on the product page.
We have made an explanatory video on our Sherpa bag (applicable for the Sherpa Race and
the Sherpa Max) and how it should be worn. Here is the link to the video: https://www.youtube.com/watch?v=_jGIj1LXMg4
It is not recommended to take an extra size to gain comfort. The support benefits of this bag are found in a judicious choice of size.
Finally, it should be noted that the bag is equipped with a self-locking zip which allows you, if you feel the need, to open the bag on the parts not run (for example
(for example on long climbs). To do this, lower the zip to the desired location and make sure to put the slider down, which will cause the zip to lock.
To choose a bottom at Wise, it is recommended that you measure your hip circumference as well as
your waist size and refer to the size guide on the product sheet.
If you have purchased or are interested in purchasing Sherpa Max or Sherpa Race shorts, we have put together 2 videos to help you choose or get started:
Furthermore, if you have chosen a product including underwear with heat-sealing
(Supreme Boxer, Supreme Shorty, Ultra Short, Sherpa Race) it is necessary to follow a handling process. Indeed, the product at first glance will be very (or too) tight. Don't worry if you follow the steps below:
· Start by putting on the product in the usual way.
o You will feel a tight feeling around the edges of your underwear
o A new product with a folded-glued finish normally reacts in this way due to the glue used.
· To make the product comfortable:
o Tension the band using your fingers through 360°.
o This will loosen the glue
o The glue strip will find its ideal shape after a few washes.
The sherpa max bag offers more storage, including 2 additional rear pockets:
· A pocket just above that of the sherpa race, it is closed at the bottom so that your things do not fall to the bottom of the bottom pocket.
· Another pocket is made of mesh, placed behind these two pockets, it runs the entire length of the bag. In concrete terms, you double your storage capacity by going from 7 to 12 liters.
The Sherpa Max bag is the perfect companion for trail and ultra-trail running, whatever the distance you do. So you can easily cover a spectrum of races from 10 km to ultra trail and even roaming.
Good to know: The Sherpa Max bag is fully functional, even when lightly loaded. It is a monster of performance and versatility.
The Sherpa Race bag is ideal if you run very often in very hot weather because the back is largely made of mesh. This bag is not necessarily designed for mountain ultras because it cannot carry all the required equipment (for example for a UTMB).
The Sherpa Max shorts incorporate a cycling short instead of a boxer short in the Sherpa Race shorts. These cycling shorts
offers two large 250ml storage pockets on each side in addition to the belt. These pockets are ideal for storing your phone or nutrition
additional.
The sherpa race short offers 1.3L of storage while the sherpa max offers 1.8L.
We have made two videos to help you in your choice or your handling. Here they are: