Your questions are unique, but some are frequently asked.
Have questions? We're here to help. Browse our FAQ section to find answers to your questions.
Understanding Vitro
Essential information to understand the Vitro biometric bracelet and its daily use.
Why aren't some measures being launched or why do they seem not to be working?
This is completely normal.
Some features of the Vitro bracelet require specific manual contact to function correctly.
For measurements such as:
- heart rate via ECG,
- certain advanced analyses (e.g., body composition),
you need to place your finger on the metallic slider (silver button) of the bracelet and hold it there for the entire duration of the measurement.
This contact allows for the completion of physiological signal analysis and provides more stable and consistent data. During the measurement, it is also recommended to remain still.
Other indicators, such as automatic background measurements, do not require this manipulation and function without any specific action.
If a measurement does not start, simply check that:
-
your finger is firmly placed on the metallic slider,
- you maintain contact until the end,
If the problem persists despite this, our team remains available to assist you
What is Vitro?
Vitro is the screenless biometric bracelet designed by Fitmo to analyze essential body signals such as sleep, recovery, stress, and activity. It was conceived to offer a more measured and useful reading of body data, without digital distractions or information overload.
What is Vitro used for on a daily basis?
Vitro helps you better understand how your body works day by day. It enables you to identify periods of fatigue, tension, or improved recovery, so you can gradually adjust your habits without disrupting your lifestyle.
How does Vitro work day-to-day?
Vitro operates continuously, day and night. Data is automatically collected by sensors and analyzed in the Fitmo app. No specific action is required once the wristband is installed; Vitro operates autonomously.
Is Vitro difficult to use?
No. Vitro is designed to be simple and accessible, even without prior knowledge of biometrics. The Fitmo app focuses on clear and understandable readings, free of unnecessary technical jargon.
Can Vitro be worn with a classic watch?
Yes. Vitro is discreet and lightweight, allowing it to be worn in addition to a traditional watch or other accessory. It can be easily integrated into daily use, whether professional or personal.
Why choose Vitro over other smartwatches?
Vitro takes a different approach. It focuses on understanding your body over the long term, without screens, subscriptions, or the pressure of daily scores or performance. The goal is to help you live better, not to constrain you.
Is Vitro useful if I don't play sports?
Yes. Vitro is designed for monitoring sleep, recovery, and stress, as well as physical activity. It is aimed at athletes as well as active or sedentary people who want to better understand their body's balance.
Can I use Vitro without checking the app every day?
Yes. Vitro is designed to be consulted whenever you want, without daily obligation. You can find your data from previous days, compare different periods, and observe your trends over time, without having to constantly consult the application.
Which wrist should I wear Vitro on?
Vitro can be worn on either wrist. However, for better measurement stability, it is recommended to wear it on the left wrist to obtain more accurate and consistent data.
I can't find the Fitmo app on the App Store, what should I do?
When you receive your Vitro bracelet, everything is designed to guide you simply. The exact name of the Fitmo app and a QR code to scan are provided directly in the box. By scanning this QR code, you will be automatically redirected to the correct application.
Installation and first connection are explained step-by-step, to help you without difficulty, even if you are not comfortable with mobile applications. If needed, our team remains available to help you.
Orders and deliveries
All the information you need for your order, so you can shop with complete peace of mind.
How much does delivery cost?
Good news!
Delivery is completely free, wherever you are in France and Europe.
No additional fees will be charged when you place your order.
How do I know if my order has shipped?
Once your order has shipped, you will automatically receive a shipping confirmation email with your tracking number.
This email allows you to track your package in real time until it is delivered.
When will I receive my order?
Delivery times are currently 8 to 11 business days for France and the European Union.
We do our best to meet these deadlines. However, during periods of high activity or due to exceptional events (logistical disruptions, weather conditions), these deadlines may be slightly extended.
If you have a question about the status of your delivery, please do not hesitate to contact us at contact@fitmo.fr
I haven't received my package yet, what should I do?
The indicated delivery times are estimates. If you have not yet received your order within the announced timeframe, please allow a few extra days.
We make every effort to meet delivery deadlines.
However, during peak periods, some delays may occur. In addition, exceptional events (logistical problems, weather conditions) may occasionally extend delivery times.
To track your package or get information about its status, please feel free to contact us at contact@fitmo.fr, specifying your order number.
My parcel has been returned to the sender, what should I do?
If you were unable to collect your package and it has been returned to our warehouse, you will be refunded upon receipt.
If you would like us to reship your order, please contact us at contact@fitmo.fr with your order number, and we will arrange for a prompt reshipment.
My package tracking isn't updated, what should I do?
Don't worry, this is a common situation! Tracking information can take 48 to 72 hours to appear or update in the carrier's system.
Here are a few possible reasons:
- The carrier has not yet scanned your package at all stages
- A temporary technical delay in updating the tracking system
- Your package is in transit between two sorting centers (period without scans)
In any case, your order is definitely on its way. If after 3 days you still notice a lack of updates, contact us at contact@fitmo.fr with your order number. We will immediately check with the carrier to reassure you.
How do I track my Fitmo order?
To track your order, several options are available.
If you have a tracking number, you can use it to check the status of your package.
If you can't find it, or if you prefer a simpler method, we recommend using your order number associated with the email address or phone number used during your purchase.
This method allows you to directly access your order tracking, without needing a tracking number.
Why is my order still being prepared?
After your order is confirmed, it goes through several stages before being shipped.
This preparation time includes product inspection, packaging, and the creation and activation of the tracking number. Once the package is handed over to the carrier, it may take some time for the tracking to update and appear correctly on our site or the carrier's site.
During this phase, it is therefore completely normal for the status to indicate "in preparation" or "awaiting shipment".
Your order is being processed and is following its normal course.
I received a tracking number, but no information is showing yet. Is this normal?
Yes, this is normal.
After the tracking number is created, the carrier needs some time to register the package in their system. Tracking information may therefore appear gradually, sometimes after several days.
This does not mean that your package is stuck or lost, but simply that it is undergoing logistical processing.
I received an email stating that my order is on its way, but the tracking shows no updates. Why?
The shipping confirmation email means that your order has left our preparation center and has been handed over to the carrier.
Sometimes, tracking information does not update immediately on the carrier's website, especially during the initial stages of transit or during transfers between logistics platforms. In such cases, the package continues to move even if the status appears unchanged.
Therefore, the absence of a visible update does not mean an interruption in delivery, but simply a delay in the display of tracking information.
Payment methods
We offer the most secure payment methods. Try Fitmo safely.
What payment methods do you accept?
We currently accept payments by all major credit cards (Visa, Visa Debit, Mastercard and American Express).
We also offer payments via PayPal, Apple Pay and Google Pay for a fast and secure checkout experience.
All our payments are secure and encrypted to guarantee the protection of your banking data.
When will my card be charged?
Your card will be debited as soon as your purchase is validated by our team.
We will then begin preparing your package,
which will be shipped within 24 hours.
Please note that for pre-orders, the debit is made at the time of purchase, not at the time of shipment.
My payment was declined, what should I do?
If your payment was refused, there may be several reasons:
- Insufficient funds in your account or on your card
- Online payment limit reached on your card
- Incorrect card information (number, expiration date, security code)
- Your bank blocked the transaction as a security measure
We recommend that you:
1. Verify that all entered information is correct
2. Contact your bank to ensure no block has been placed
3. Try with another payment method (PayPal, Apple Pay, Google Pay)
If the problem persists, contact us at contact@fitmo.fr with a screenshot of the error message. We will help you complete your order.
Are my banking details secure?
Absolutely! The security of your data is our top priority.
All our payments are processed via secure platforms certified PCI-DSS (international banking security standard). Your bank information is end-to-end encrypted and never stored on our servers.
In addition, we use 3D Secure verification systems that add an extra layer of protection when you make online purchases.
You can order with complete confidence on fitmo.fr
Can I pay in installments?
We do not currently offer installment payments directly on our website.
However, if you use PayPal, you may be able to use their "Pay in 4" option (subject to eligibility). This option will be offered to you when you finalize your order if you choose PayPal as your payment method.
We are also working on integrating fractional payment solutions (Klarna, Alma) soon to offer you more flexibility.
For any questions regarding payment options, contact us at contact@fitmo.fr
Discounts and coupon codes
Your questions about using discounts and discount codes.
I have a discount code. How do I use it?
Simply add your discount code when you proceed to checkout.
A dedicated field will appear on the payment page. Enter your code, click "Apply," and the discount will be automatically deducted from your total order amount.
Please ensure you use the correct capitalization when entering your code.
Are promo codes stackable?
No, promotional codes cannot be combined with each other. Each code is unique and can only be used once per order.
If you have multiple discount codes, we recommend using the one that offers you the most advantageous discount.
Promotional codes cannot be combined with ongoing promotions on the site, unless otherwise stated.
My discount code isn't working, why?
If your discount code isn't working, there could be several reasons:
- The code has expired (check the validity date)
- The code has already been used (each code is only valid once)
- The code doesn't apply to the items in your cart (some codes are product-specific)
- The minimum order amount has not been met
- A typing error (check for capitalization, lowercase letters, and spaces)
If, after checking, your code still doesn't work, please contact us at contact@fitmo.fr, stating the code used and your order number. We will help you resolve the issue.
Can I use a promo code on an order I've already placed?
Unfortunately, it is not possible to apply a promo code after an order has been confirmed. Discount codes must be entered at the time of payment, before finalizing your purchase.
If you forgot to use your code during your order and it has not yet been shipped, please contact us quickly at contact@fitmo.fr with your order number and the promo code concerned. We will review your request on a case-by-case basis.
For your next orders, please make sure that your code is applied before validating the payment.
Where can I find Fitmo promo codes?
We regularly offer promo codes to our loyal customers and community. Here's where to find them:
- In our newsletter (subscribe at the bottom of the page so you don't miss anything)
- On our social media (Facebook, Instagram)
- During special events (sales, Black Friday, brand anniversary)
- Via email after your first order
We recommend subscribing to our newsletter to be informed first about our exclusive offers and promo codes.
Beware of fake codes found on third-party sites: only use official codes communicated by Fitmo.
Returns Policy
Your questions about using discounts and discount codes.
What is your return policy?
You have 30 days from the date of receipt of your package to make a return.
To organize your return, simply contact us at contact@fitmo.fr to receive the return form and all necessary instructions.
Products must be returned in their original, unused condition, with their packaging and all accessories provided.
Return shipping costs are your responsibility, except in the case of a defective product or an error on our part.
Order cancellation
As we work quickly to dispatch your orders as fast as possible, once an order has been placed and paid for, we cannot cancel or modify it. This includes changes to products, addresses, or payment methods.
If you wish to modify your order, we invite you to receive it and then return it to us for a refund in accordance with our 30-day return policy.
For any urgent questions regarding your order, please contact us immediately at contact@fitmo.fr
How long does it take for my refund to be processed?
Refunds for returned products will be processed within 14 days of receipt of the product(s).
The refund will be made to the payment method used for your purchase (credit card, PayPal, etc.).
You will receive a confirmation email once the refund has been processed. The time it takes for the refund to appear in your bank account may vary from 3 to 10 business days, depending on your bank.
How do I make a return?
To make a return, follow these simple steps:
1. Contact us at contact@fitmo.fr within 30 days of receiving your order
2. Provide your order number and the product(s) you wish to return
3. We will send you the return form and the return address
4. Carefully pack the product in its original packaging
5. Include the completed return form
6. Ship the package to the indicated address (return shipping costs are at your expense)
Upon receipt of your return, we will process your refund within a maximum of 14 days.
Important: Keep your proof of shipment until you receive your refund.
For your next orders, remember to carefully check that your code is applied before validating the payment.
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