Frequently Asked Questions

Products

WHICH VERSION OF THE FILM IS RIGHT FOR ME?

We currently have three purchase options for the film. Check out the details below to decide which one is the best for you.

Stream:
Streaming the film means watching the film in “real time” as opposed to downloading the film permanently to your computer or device. This means you can watch the film instantly on a page we direct you to as long as you have a secure Internet connection. You will have access to this page through your account for perpetuity, which means forever.

Download:
Downloading the film means you will physically have the film on your computer to watch as many times as you’d like. We’ve made the film available for download as an mp4 file with no DRM (Digital Rights Management) so that it can play on as many devices as possible. This basically means we’ve chosen the format that should be playable anywhere in the world. If you are having trouble with the download you can try downloading VLC media player. This is a free piece of software (available on MAC and PC) that can play most digital video formats.

DVD:
DVD is a physical disc that we send out to you. It can be played in DVD players and most computers. The DVD comes with EXTRAS that are not available elsewhere. If you have ordered the DVD and are having troubles playing it see the DVD section below.

AM I SUPPOSED TO RECEIVE AN EMAIL AFTER MY PURCHASE?

All purchases from The Disease They Call FAT are immediately followed by a purchase confirmation email detailing the product you bought and your download links.  You can also find your purchased products by logging into the MY ACCOUNT section of our website.

ARE ALL YOUR PRODUCTS DIGITAL?

The physical products currently available in our store are the DVD of The Disease They Call FAT and other products such as the CD, “Loving Kindness Meditations for Lipedema Ladies,” and t-shirts. Other products will be listed in the months to come.. The Extended Interviews Conversation Series  are available as digital downloads/streams only and are not available on DVD.

 I DIDN’T RECEIVE MY EMAIL?

Be sure to check your spam, junk, and bulk folders if you haven’t seen the email and are certain you are looking in the correct email inbox. Check your PayPal account or credit card statement to ensure that the payment actually went through. Alternatively you may have entered in the wrong spelling of your email address. If you think this is the case contact us via our contact page here 

I THINK I ORDERED THE WRONG PRODUCT?

Every order placed at The Disease They Call FAT store also receives one of the episodes from the Extended Interview Series for free. This means your receipt email will have a link to download this episode, regardless of what you ordered. Your other products will also be listed. If you think you have genuinely ordered the wrong product please email us.

DVD

ARE ALL PRODUCTS AVAILABLE ON DVD?

The only product currently available on DVD is The Disease They Call FAT film, and a series of EXTRAS (Clinicians to Clinicians, Families to Families, Highlights from 1st International Symposium on Lipedema, and the Making of a Movement).The Extended Interview Series and any individual episodes are all only available to purchase as digital downloads or for online streaming. Additionally, the Advocacy Toolkit will be available as a digital download for purchase soon.

MY DVD WON’T PLAY?

If you’re having trouble playing a disc in your DVD player it may be a problem with your player. Try to watch the DVD on your computer or another player. If you are still having problems, let us know.

Wholesale DVD

WHAT CAN I DO WITH THE DVDS I’VE PURCHASED WHOLESALE?

Once you’ve purchased a pack of wholesale DVDs you can distribute them however you like. You can give them away as gifts or re-sell them. You may like to re-sell them in your store, studio, or practice. You may also like to consider selling them after screening if you host a screening of The Disease They Call FAT.

WHAT PRICE DO I SET TO RE-SELL THE DVDS?

Pricing is up to you. We recommend our retail price of $34.95.

IS THERE A MINIMUM ORDER?

Yes. You will need to order a minimum of 10 DVDs in order to receive a wholesale discount. For more information on pricing, click here.

Streaming

HOW MANY TIMES CAN I STREAM THE FILM?

It is available for unlimited streaming in perpetuity (which means forever) from the date of purchase. This means if you don’t finish the film in the first sitting or would like to go back and refer to something in the film you will be able to do so.

WHY IS MY VIDEO CHOPPY, SLOW, OR ALWAYS BUFFERING?

Videos may be choppy or repeatedly buffer if your connection is not fast enough. The following tips will fix most buffering issues.

  • Pause the stream and allow the film time to buffer before you play it. If the video is still choppy or disjointed, try rebooting your device or closing any other applications running in the background.
  • If you’re streaming The Disease They Call FAT content via Wi-Fi, try watching the film through a wired connection or moving your device closer to your Wi-Fi router for a stronger signal.
  • If you’re streaming over a 3G or 4G signal, try connecting your device to a Wi-Fi access point instead (if there is one accessible to you).
  • If you share an Internet connection with other people, check to see if they are using any bandwidth-intensive programs (Skype, YouTube, other streaming services, etc.).
  • For best streaming results, watch your film when there is minimal traffic on your shared Internet access point.
  • Try turning off the “HD” function on the stream as this may also allow for smoother viewing.

Downloading

ON WHICH DEVICES CAN I WATCH THIS MOVIE?

You can watch this movie on any device that will stream or play an mp4 file.

I TRIED TO DOWNLOAD SOMETHING TO MY iPAD/iPHONE/KINDLE/XBOX AND IT DIDN’T WORK?

Although some of these devices can stream audio and video, most of them cannot save downloads. If you would like to download the shows for viewing on your device, download it to your PC/Mac and transfer or sync the file from there. If you don’t know how to do this with your device, please contact support at the device’s manufacturer.

HOW MANY TIMES CAN I DOWNLOAD THE FILM?

When you buy the digital download of the film, you can re-download the file from your account as needed. This way,  you are able to have the film on your various devices. This is also in case your download gets interrupted at any point and you need to try again. Please log into your account (via MY ACCOUNT) to download the film if you have lost the original email with the link. You automatically set up an account up when you purchased your product. If you do not remember your password, please go through the password retrieval process on the login screen and you will be sent another password.

WHY AM I NOT ABLE TO PLAY THE FILE?

The digital download should be compatible with most modern video players. If you’re having trouble getting the file to play, please try to watch the film using VLC media player, a fantastic free video player for Windows and Mac that will play nearly any video file format. Be sure to wait until the download is 100% complete before watching! The download is a large video file, so you will need to allow some time for it to download completely.

WHY IS MY DOWNLOAD SLOW OR CRASHING?

As The Disease They Call FAT is a 55-minute documentary film, the file is bigger than your average YouTube video. So although our files are hosted by Amazon, whose infrastructure is the same used by companies such as Netflix and is incredibly fast and reliable, they can still take anywhere from 1-2 hours.

If your file is taking longer than this to download, it is most likely related to your Internet connection, so may just require more time and a little bit of patience!

I DIDN’T RECEIVE MY DOWNLOAD LINKS?

Be sure to check your spam, junk, and bulk folders if you haven’t seen the email and are certain you are looking at the correct email inbox. In some cases, you may not have received an email because the purchase didn’t fully process. Be sure to check your PayPal account or credit card statement to ensure that the payment actually went through. Alternatively you may have entered in the wrong spelling of your email address.

If you can’t find the email, please try logging into your account with the same email and password you set up when you made your initial purchase. A list of your purchased downloads/streams will be available in your account.

Shipping

HOW LONG WILL MY PRODUCT TAKE TO SHIP?

We aim to have your DVD to you within 7-14 business days. In some cases they may take up to 21 business days. If you still have not received your DVD within 30 days, please contact us with your shipping address so that we can cross-check it against ours and make sure the DVD is on its way.

HOW MUCH WILL MY SHIPPING COST?

After you add your items to your cart you will need to click “Proceed to Checkout,” and enter your postal address to get an accurate amount for your shipping. You will be able to do this before you are asked for any payment information.

DO YOU SHIP INTERNATIONALLY?

Yes, we do ship internationally. The cost for international shipping will be added at checkout. We also have The Lipedema Project Ambassadors in several countries, many of whom distribute the DVDs locally to support people regionally. Be sure to check and see if that’s available for you in your country.

Payments

WHAT PAYMENT METHODS CAN I USE?

We currently accept payment via credit card (Visa, MasterCard, Discover, AMEX) or PayPal.

I’VE BEEN CHARGED TWICE?

Occasionally your credit card company or bank may hold two sets of your payment or you may accidentally refresh your web page and pay twice. Please get in touch with us and we will check whether your order has processed twice or whether you will need to get in touch with your bank directly.

HOW MUCH IS MY CART IN MY COUNTRY’S CURRENCY?

We are based in the USA; our product prices are set in American dollars. This can mean that due to currency exchange rates the prices for countries outside this currency may fluctuate. Unfortunately this is out of our control. When you get your total payable amount at checkout it is up to you to convert the currency based on that day’s rate. This is the amount that will be taken out by your bank.

CAN YOU SEND ME AN INVOICE?

Every order processed automatically sends out a PDF invoice that is attached to your order email (not your PayPal receipt, if paid using PayPal).

I DIDN’T RECEIVE MY INVOICE?

Be sure to check your spam, junk, and bulk folders if you haven’t seen the email and are certain you are looking at the correct email inbox. In some rare cases, you may not have received an email because the purchase didn’t fully process. Be sure to check your PayPal account or credit card statement to ensure that the payment actually went through. Alternatively you may have entered in the wrong spelling of your email address.

Your invoice should be attached to the email containing your links. Please check your mail provider’s settings (who may block attachments), as the email sent to you is automatically generated with a PDF invoice attached. If you still cannot find the email or invoice attached let us know via our contact page here and we will check on it for you.

HOW DO I KNOW THIS PAYMENT IS SECURE?

PayPal
Payments made via PayPal are highly secure. They use industry-leading technology to keep your information safe.

Credit Cards
Our payment page is hosted on a secure server. We use Simplify Commerce to process credit card payments. They use industry-leading encryption to ensure your details are secure.

Others

I CAN’T ADD MY PRODUCT TO MY CART?

If you have chosen a format (where applicable) and the button has still not switched to “Add to Cart,” or the button itself is not there, the simplest solution is to open the store in a different browser. For example Google Chrome, Firefox, Safari, Internet Explorer, etc.

WHY DOESN’T MY COUPON CODE WORK?

First make sure you are entering the exact correct code into the coupon box, as it won’t be able to auto-correct for spelling mistakes, etc. Secondly try opening the store in a new web browser (Safari, Google Chrome, Internet Explorer, Firefox, etc.) and using the code there. It is also important to note that codes do not apply to Wholesale DVDs or to Screening Licenses, so will never be able to discount these products. If you are still not having any luck, please contact us here

HOW CAN I GIFT A PRODUCT TO SOMEONE?

To send a copy of the DVD to a friend or family member simply enter their postal address instead of yours at checkout.  To send a digital product to someone (the download, Deluxe Bundle, etc.) you can either use their email address at checkout to have the email sent directly to them, or alternatively have the links sent to your email and forward them on yourself.

I’VE ENTERED THE WRONG INFORMATION?

If you think you have entered the wrong name, email, shipping address, amount, or type of product please first check it against your receipt (if you received one). If there seems to be a clear mistake please let us know via our contact page here

MY SUBTITLES WON’T WORK?

FOR STREAM:
We currently do not offer subtitles for our streaming option.

FOR DOWNLOAD:
We currently do not offer subtitles for our download option.

FOR DVD;
The subtitle options for the DVD can be found in the DVD menu under languages.

HOW LONG DOES THE FILM RUN?

The film runs for approximately 55 minutes.

WHAT LANGUAGES IS THE FILM AVAILABLE IN?

The film is in English, with subtitles in Dutch, French, German, Italian, Polish, Portuguese, and Spanish. We are looking to have the film translated into more languages, stay tuned.

Host a Screening

WHAT DO I RECEIVE IN THE SCREENING LICENSE PACKAGE?

Once you have purchased a Single Screening License or Professional License, your Screening Package will be sent to you via email. Your Screening Package contains two files to download including:

1.   Digital copy of the film – A link to download a digital copy of the film (provided you did not purchase the “License Only” option).

2.   Screening Pack – Containing:

  • Your Screening License: A copy of the terms and conditions associated with your selected license.
  • Screening Guide: A step-by-step guide on how to host a successful screening.
  • Promotional materials: The official film poster, logos, design templates for an event invitation/flyer, image stills from the film, and profile photos of people featured in the film.

WHAT IS THE DIFFERENCE IN LICENSES?

When choosing which license will suit you best, there are a couple of points you will need to consider. To see where your screening fits, check out the descriptions for each below:

1. Single Screening License:
This license should be used if you are hosting a screening of the film for the public (10+ people). Whether you are giving tickets away for free, charging for tickets, fundraising, or simply screening the film as part of an overall event, this is the license you need. It can only be used once, so if you are hoping to host another screening in the future you will need to purchase an additional license for your next event.

2. Professional License:
This license is appropriate for any schools, universities, hospitals, and other educators. It applies to people or organizations that may like to use the film in a classroom setting for the purpose of education or as part of a course. There is no limit to its usage. So if, for example, you have an 8-week course and need to show the film multiple times, this is the license you would require.

Choosing a “License Only” option for either of these screening types will mean that you will NOT be sent a copy of the film (DVD or digital). Do not choose this option if you do not already have a copy of the film.

I ALREADY HAVE A COPY OF THE FILM. WHAT SCREENING LICENSE SHOULD I GET?

If you already have a copy of the film you are welcome to buy a screening license for a discounted rate. Simply go to our Host A Screening page, select between the Single Screening License or Professional License, then choose “License Only (no film included)” as your screening format. You will not be sent an additional copy of the film (which means that there will be no digital or DVD copy of the film sent to you).

HOW SOON AFTER I BUY THE LICENSE CAN I SCREEN THE EVENT?

The license is valid from the receipt of payment. We do recommend however that you start planning at least a month in advance for your screening.

There is no limit to how far in advance you can purchase your license, as there is no expiration date on the license itself.

HOW MANY SCREENINGS CAN I HOST WITH A LICENSE?

The Single Screening License permits a single screening of the film. You will need to purchase a new license each time you want to host a new screening of the film.

The Professional License permits schools, universities, hospitals, and educators to show the film in an educational setting an unlimited number of times.

CAN I BUY DVDS AT A REDUCED RATE TO RE-SELL AT MY EVENT?

Yes you can. We have found that selling DVDs after a screening works really well. Audience members often like to take home their own copy of the film after a screening. Wholesale DVDs can be purchased through our website here 

CAN I LIST MY EVENT ON THE DISEASE THEY CALL FAT WEBSITE?

Yes. We would love to help you promote the event by listing it on the “Screenings Calendar” page on our website. Once you have confirmed the details of your event, you can submit it directly through the “Submit a Screening” page.

HOW CAN I CHANGE A DETAIL ONCE I’VE SUBMITTED AN EVENT?

You are not able to edit event details once you have submitted an event through our “Submit a Screening” page. If you would like to change a detail, resubmit your event, then email us to let us know which event you want deleted.

WHAT OTHER SUPPORT DO I GET TO PROMOTE THE EVENT?

Once you have purchased your license, you will receive a downloadable Screening Pack that includes a comprehensive step-by-step guide to hosting a successful screening. The Screening Pack also includes a publicity kit complete with the film poster, e-invite, event poster, Facebook banner, stills from the film, and the film synopsis.

Please remember that you are in charge of promoting your event, inviting attendees, and running your event. The event’s success is dependent on your efforts.

DO I HAVE TO GIVE YOU FEEDBACK ON HOW THE SCREENING WENT?

No, we don’t require feedback, however we’d love to hear any news from the night or see any photos you might take. Send us an email or tag us on social media; Facebook – The Disease They Call FAT; Twitter – @LipedemaProject; and Instagram – LipedemaProject.

WHERE CAN I FIND OUT MORE INFORMATION ABOUT AN UPCOMING SCREENING?

You will need to get in touch with the screening organizer directly. Go to the event listing on our “Screenings Calendar” page and get in touch with the organizer via the details provided.

WHAT IS A LIPEDEMA AWARENESS MONTH IN JUNE LICENSE AND WHEN CAN I ORDER ONE?

Lipedema Awareness Month is June worldwide and you can obtain a screening license for a free screening license to host a screening during June in support of these global efforts to raise awareness. This license is available in June only.

I HAVE A LIPEDEMA AWARENESS MONTH LICENSE. CAN I USE IT TO HOST A SCREENING?

If you have a Lipedema Awareness Month Screening License, you are permitted to use it to host a screening anytime during June. After June 30, you will be required to purchase a Single Screening license or a Professional license. Both licenses are available through our website.

MY QUESTION ISN’T ANSWERED HERE. HOW CAN I GET IN CONTACT?

If you haven’t been able to find the information you need here you can get in touch via our contact page here