FAQ

To place an order, simply go to https://www.wiseultrarunning.ch/, add the items you want to your shopping cart, and click “Checkout” after you’ve entered the required information. You can also stop by one of our retailers.

Yes, it is certainly possible to cancel or change your order (subject to availability). To do so, please fill out the contact form at the very bottom of our website, in the footer. Be sure to include your order number and the desired change or action. Please note that an order can only be changed or canceled as long as it has not yet been prepared or shipped.

A pre-order is the purchase of a new item while it is still in production. It will be shipped to you as soon as we receive the merchandise from our factory.

There are two possibilities:

- First: The item is no longer manufactured and will not be produced again; in this case, you’ll need to choose an alternative product. If you need advice or are looking for the product best suited to your needs, don’t hesitate to contact us!

– Second: The item is currently in production. You can reserve your product so that it will be shipped as soon as it becomes available in stock. The delivery date is listed on the product sheet.

If, unfortunately, you received the wrong product, please fill out the contact form at the very bottom of our website in the footer.

Please include your order number and note that you received the wrong product due to an error in order processing.

Our team will then let you know how to return the item and complete the exchange. You may receive a prepaid return label so you can prepare your package and drop it off at a post office or drop-off location near you.

We’re sorry you’re experiencing a problem. If you’re unable to place an order, please follow these steps:

- Check the destination country and make sure you’re on the correct website: www.wiseultrarunning.ch

- Clear your browser’s cache (cookies).
- Try a different browser and/or device: cell phone / tablet / computer
.- Restart your computer, tablet, or cell phone.


Didn’t find the answers to your questions? Feel free to contact our team by filling out the contact form located at the very bottom of our website, in the footer.

For security reasons, it is unfortunately not possible to place an order by phone.

Provided your product is in stock, delivery times depend on the option you selected when placing your order. Colissimo deliveries are made within 3 business days; Mondial Relay deliveries within 5 business days.

For products that can be pre-ordered or reserved, the delivery dates will be provided at the time of purchase or specified in more detail later in our notifications.

We offer various delivery options depending on where you live.

In France, you can choose between delivery to a pickup location (Colissimo, DPD) or to your home (Colissimo, DPD, DHL Express). For international orders, we offer delivery via Colissimo, DPD, or DHL, depending on your geographic region.

As soon as our shipping service has shipped the package, you will receive a tracking number that you can use to track the status of your package during transit.

You’ll also be notified by the delivery service as soon as your order arrives.

If you have any problems tracking your order, our customer service representatives will be happy to assist you—by phone at +33 (0)7 52 06 08 69 (toll-free) Monday through Friday from 9:00 a.m. to 5:00 p.m. or by email at contact@wisetrailrunning.com.

Express shipping is currently unavailable on the wisetrailrunning.com website.

Since we understand that 24-hour delivery can be a real advantage—especially as your athletic events approach—we’re currently working to offer this option to you soon.

To track the delivery status of your package, simply click the tracking link in the shipping confirmation email once your package has been shipped.

What should you do if the tracking link isn't available yet?

The tracking link won’t be active until the carrier has received your package.

What should I do if the tracking link isn’t updating?

Please note that the tracking link is not updated daily. However, if there are still no updates after 5 to 6 business days, please contact our customer service at contact@wisetrailrunning.com for more information.

What should you do if you’ve received a delivery notification but the package hasn’t arrived yet?

Please check to see if your package may have been delivered to a neighbor. If this is not the case and you still have not received your package within one week of shipment, please contact our customer service at contact@wisetrailrunning.com or by phone at: +33 (0)7 52 06 08 69 (toll-free) between 9:00 a.m. and 5:00 p.m., Monday through 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.

Note: We do not reship returned orders. If you would still like to receive the items, you will need to place a new order.

Once you've earned 2,000 points through our loyalty program, you'll reach Premium status.

This status is rewarded with free shipping.

Reminder: 1 € spent = 1 point

Our policy provides for a 30-day period during which you can exchange the product or receive a refund free of charge, regardless of its condition. Returns must be processed through the returns portal on the website https://www.wisetrailrunning.com/a/returnzap. Processing times vary depending on the shipping carrier used and inventory availability.

There are two possible scenarios:

– If your purchase was delivered from Switzerland within the 30-day delivery period, you must use our returns portal: https://www.wisetrailrunning.com/a/returnzap

– If you wish to return your product to customer service due to a defect, our representatives are happy to assist you by phone at +33 (0)7 52 06 08 69 (toll-free) between 9:00 a.m. and 5:00 p.m., Monday through Friday, or by email at contact@wisetrailrunning.com. The decision regarding customer service is at the discretion of the Wise team, taking into account the defect, the terms of use, and the maintenance conditions.

PLEASE NOTE: In the event of a repair, please do not return the product directly to us; instead, use the repair portal: https://www.wisetrailrunning.com/pages/reparations

That's right—you'll need to complete the process twice on the website https://www.wisetrailrunning.com/a/returnzap, but you can kill two birds with one stone using a single label!

Please note: Be sure to include the details for both returns in your request (refund or exchange—and if exchanging, for which size?).

Return shipping is free for 30 days after your order is delivered if you use the returns portal: https://www.wisetrailrunning.com/a/returnzap or if a defective product is being returned under warranty.

In this case, please contact our customer service representatives, who will be happy to assist you. You can reach us by phone at +33 (0)7 52 06 08 69 (toll-free) between 9:00 a.m. and 5:00 p.m., Monday through Friday, or by email at contact@wisetrailrunning.com. Please include photos and your order number.

If you notice that the Wise product you purchased appears to have a manufacturing defect, please contact our team. We will then work with you to determine the cause of the defect and find a quick solution so that you can enjoy your long-awaited device as soon as possible. If you have owned the product for more than 30 days and a defect is found, a customer service process will be initiated. Since our products come with a 2-year warranty, there are two possible scenarios: – In the first year, we will replace your defective product. – In the second year, we’ll handle the repairs at our partner repair shop, Goodloop. Here’s the link to their website: https://www.wisetrailrunning.com/pages/reparations

We will refund the amount using the payment method you used when placing your order; processing may take a few days once the refund has been initiated. If you made a purchase at a trade show, please contact our representatives, who will be happy to assist you. You can reach us by phone at +33 (0)7 52 06 08 69 (toll-free) between 9:00 a.m. and 5:00 p.m., Monday through Friday, or by email at contact@wisetrailrunning.com. You will be asked for your bank information. Once we receive it, we will process the refund within 48 hours.

Please contact our representatives, who will be happy to assist you. You can reach us by phone at +33 (0)7 52 06 08 69 (toll-free) Monday through Friday from 9:00 a.m. to 5:00 p.m. or by email at contact@wisetrailrunning.com. You will be asked for your bank information. As soon as we receive this information, we’ll process the refund within 48 hours.

If you purchased your items from a Wise retailer, the retailer's terms and conditions apply, and returns must be sent to the store. We do not process returns from partner stores directly.

Product recalls may occur if a product has a manufacturing defect. In this case, the product may be recalled so that we can offer you a repair or replacement. In line with our values, we generally prefer to repair or reinforce the product, provided that this does not compromise its performance, practicality, or quality.

Wise products, especially those in the Sherpa line (backpack, hip belt, shorts, leggings), are designed to be worn very snugly so that all the gear you’re carrying shifts around as little as possible.

It’s important to choose the right (perfect-fitting) size so that:

– nothing shifts out of place, so you can enjoy all the benefits of the product,

– on the other hand, your comfort is ensured.

You can rely on our size charts depending on the item you’re interested in. If you still have any questions, please contact our advisors, who will be happy to help you make your selection. You can reach us by phone at +33 (0)7 52 06 08 69 (toll-free) from 9:00 a.m. to 5:00 p.m., Monday through Friday, or by email at contact@wisetrailrunning.com.

When choosing your Sherpa Max or Sherpa Race backpack, it's important to use your chest circumference as a guide and look up that measurement in the size chart on the product page. We’ve created an instructional video about our Sherpa backpack (applicable to both the Sherpa Race and the Sherpa Max) and how to wear it properly. Here’s the link to the video: https://www.youtube.com/watch?v=_jGIj1LXMg4Il

We do not recommend choosing a larger size for added comfort. The benefits of this backpack in terms of support come from carefully selecting the right size. Finally, please note that the backpack is equipped with a self-locking zipper that allows you to partially open the backpack when needed—for example, during long climbs—in areas where you are not running. To do this, pull the zipper down to the desired point and make sure to slide the slider downward, which locks the zipper in place.

To choose a pair of pants from Wise, we recommend measuring your hip and waist circumference and consulting the size chart on the product page. If you’ve already purchased Sherpa Max or Sherpa Race shorts—or are interested in buying them—we’ve put together two videos to help you choose the right pair or get them ready for their first use: If you’ve also chosen a product that includes underwear with a thermal adhesive insert (Supreme Boxer, Supreme Shorty, Ultra Short, Sherpa Race), you’ll need to follow a specific procedure to prepare them for their first use. In fact, at first glance, the product will feel very (or even too) tight. Don’t worry—just follow these steps:· First, put on the product as you normally would. o You’ll feel a tight sensation around the edges of your underwear.

o A new product with a folded and glued seam typically behaves this way due to the adhesive used.

o Here’s how to make the product comfortable:o Use your fingers to stretch the strip 360°.

o This loosens the adhesive.

o The adhesive strip will take on its ideal shape after a few washes.

The Sherpa Max backpack offers more storage space, including two additional back pockets:

· One pocket located directly above the one on the Sherpa Race; it’s closed at the bottom so your belongings don’t slip into the lower pocket.

· Another mesh pocket is located behind these two pockets and extends the entire length of the backpack. Specifically, this doubles your storage capacity from 7 to 12 liters. The Sherpa Max backpack is the perfect companion for trail and ultra-trail runs, no matter what distance you cover. It effortlessly handles everything from 10 km runs to ultra-trails and even hikes.

Good to know: The Sherpa Max backpack remains fully functional even when lightly loaded. It’s a true powerhouse of performance and versatility. The Sherpa Race backpack, on the other hand, is ideal if you’re often out and about in extreme heat, as the back panel is largely made of mesh. This backpack isn’t necessarily designed for ultra runs in the mountains, as it can’t hold all the required gear (for example, for a UTMB).

Unlike the Sherpa Race Shorts, which feature boxer briefs, the Sherpa Max Shorts come with cycling shorts. In addition to the waistband, these cycling shorts have two large storage pockets on each side, each with a capacity of 250 ml. These pockets are ideal for stowing a cell phone or extra snacks. The Sherpa Race shorts offer 1,300,000 storage space, while the Sherpa Max shorts offer 1,800,000. We’ve filmed two videos to help you choose the right pair or learn how to use them. Here they are: – Sherpa Max Video – Sherpa Race Video