FAQ

This is the official "I'll Push You" store, an extension of the I'll Push You story involving two best friends, Justin and Patrick who traversed the epic 500-mile pilgrimage along the Camino de Santiago via a wheelchair. This journey resulted in a film and a book, both know as I'll Push You. Here you can purchase merchandise such as books, DVD's, Blu-ray, and many other items not available anywhere else.

We NEVER share your information with any third party. Who is a third party? Well, the first party is us, and the second party is you. So a third party is anyone other than us and you.

Right now, we do not offer gift cards at this time. Maybe in the future though.

Yes, we have formatted the DVDs and Blu-ray's to play pretty much anywhere in the world. There are a few things you need to know about though.

• Our DVD’s are in NTSC Format. NTSC Format is the standard in the US and MOST of EUROPE.
• If you live in AUSTRALIA or FRANCE: Most likely, your DVD player will be in PAL Format which is an old foreign standard, however, in general, most players sold in PAL-compatible countries should be able to read NTSC formats. 
• Just as a precaution, you should check with your manufacturer of your DVD player before you make your purchase with us!
  

Worst-case scenario, if your DVD player won't work, you can always stream it online!

If you are super unclear of whether or not our DVDs and Blu-ray will play for you, please contact us at: support@illpushyou.com

We use our own payment system which is through Stripe. It's a highly secured, highly admired and frequently used payment system utilized by many reputable businesses all around the world. We accept all four regular credit cards: Visa, MasterCard, American Express, and Discover. Additionally, we do also accept PayPal, Amazon Pay and Apple Pay if you would like to use that as well.

No. Definitely not.

If you are in the continental United States, our products will be shipped out within a day or so of receiving the order. You should be receiving your order within 5-10 days (if not sooner), depending on where you live. We are just giving ourselves enough leeway to make sure the product gets shipped out in a timely manner.

For all international orders, it can take a little longer for you to receive the product. Depending on where you live will determine how quickly you will receive it. Typically, you should receive your order within 7-10 days.

If you have any questions regarding your order, we will do our best to provide tracking information (we use DHL). Please contact: support@illpushyou.com

We use DHL for all shipping both in the United States, Canada and for all international orders.

No. Please contact Amazon customer service and they'll be able to help you out.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. To start the process, please email: support@illpushyou.com with the subject line "return/exchange an item" and we will contact you further with instructions.

Please do not send your purchase back to the manufacturer.

There are certain situations however where NO refunds are granted:

— Book or apparel with obvious signs of use
— CD, DVD, or Blu-ray that has been opened
— Any item not in its original condition, is damaged or missing parts for reasons not due to our error
— Any item that is returned more than 30 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sorry.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: support@illpushyou.com, put "return/exchange an item" in the email subject title and we will send you information on how to proceed with an exchange.

Yes. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

First, to start the process to return your product, please email: support@illpushyou.com and we will provide you with the information on how to return and ship your product to us.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: support@illpushyou.com.

We host our online streaming through a platform called Vimeo.com. To locate our film, go right here: https://vimeo.com/ondemand/illpushyou

If you have purchased the online streaming option already, there are a couple ways where you can access it. Rather than us explain it, if you visit Vimeo's help section, it's pretty straightforward.

Go right here: https://help.vimeo.com/hc/en-us/articles/235696528-Watching-your-On-Demand-videos

Our Blu-Ray discs were manufactured using the latest technology in November 2017. If your player is not current with its latest firmware updates, our Blu-Ray disc may have issues with playback.If you’re able to update your firmware on your current machine, that should solve the problem. 

If your player isn’t set up to update via wi-fi on a regular basis, depending on how long it’s been on the shelf, it may not be able to play it either. Therefore, we suggest you try playing the disc on other players, or even take the disc to a store to test it.

Try rebooting your Blu-Ray player. Even go so far as unplugging it and plugging it back in. That has helped many of our customers.