Back

Help and FAQ (Frequently Asked Questions)

To view our Terms and Conditions, click here.
To view our Data Protection Policy, please click here.


Top customer questions

When will my order arrive? [Physical products]

All orders are dispatched from 3dtotal within 24-48 hours, excluding weekends and national holidays. Shipping quotes and estimates are provided at checkout or on the cart page.

^ Top


How do I request a new download link?

If you need a new download link for a product purchased through the 3dtotal Shop, please login to your account and then go to My Account. From there you will see the My Downloable Products link on the left. Click the 'Request more downloads' button and our staff will be notified. If you wish to email us directly then please contact support@3dtotal.com. A new download link will be emailed to you within 48 hours, free of charge.

^ Top


How do I download my purchase?

Whenever you purchase a downloadable product, the download link instantly becomes available for download from your account in our online shop. Log into your account, go to My Account, and you will see a section on the left called My Downloadable Products. Click there, and your item(s) should be ready for you to download. Any problems downloading, please email support@3dtotal.com. 

^ Top


How does my subscription work? (GRAPHITE and Character Design Quarterly)

When you purchase a subscription, you can choose the issue you wish it to begin with (subject to availability). Back issues will be mailed from the 3dtotal post room, and future issues will be mailed from our distribution hub. Issues are released quarterly.
GRAPHITE Magazine: January, April, July, October.
Character Design Quarterly: March, June, September, December.

If you subscribed to a recurring magazine subscription (ie you agreed to a regular Billing Agreement with PayPal or SagePay) then you can manage your subscription by logging into your account and then visiting My Account and then My Subscriptions. From there you can view your scheduled payments, suspend and cancel your subscription and Billing Agreement.

You can also cancel your Billing Agreement by logging in to your PayPal account and visiting the relevant section of the PayPal site.

Alternatively, you can email us at support@3dtotal.com and we will help you with whatever you need!

To view the Terms and Conditions for 3dtotal.com, please visit our Terms and Conditions page.

^ Top


How do I change my account information?

You can change your account information in a couple of different ways:

  1. Log into your account and make sure you are on the Account Dashboard. Under the “Account Information” heading there are various options to change your account details and your billing and delivery addresses.
  2. Log into your account and click on “Account Information”. This will allow you to change your name and email address
  3. Log into your account and click on “Address book” option. This will allow you to change your billing and delivery addresses.

^ Top


How do I contact customer services?

Our friendly and helpful customer services department can be reached at support@3dtotal.com . We endeavour to respond to all enquiries within 24 hours, apart from on weekends and national holidays. Please remember to provide as much as information about your enquiry as possible to ensure a faster service.

^ Top


What do I do if the delivery estimate for my order has passed and I still haven’t received anything?

We at 3dtotal apologize for any inconvenience caused by delivery delays. The delivery estimates are simply aims, and once the packages leave us we are at the mercy of the postal system. Please also be aware that the delivery aims are for working/business days and do not include weekends or bank holidays.

In the event that your order hasn't arrived on time, we ask that you wait a further two weeks in order to allow for any unexpected delays in the postal services. After this time if your order still hasn't been delivered then please contact us at support@3dtotal.com quoting your full name, email address, order number and shipping address. We will then be happy to look into reshipping your order or providing you with a full refund. Please note that if you choose to have your order reshipped then you will no longer be able to claim for a refund.

PLEASE NOTE: If the shipping address you provide us with when reporting an undelivered order does not match the shipping address we have in our records, then 3dtotal reserve the right to refuse to arrange a redelivery or refund.

^ Top


Ordering

Creating an account

It’s very easy to create an account in the 3dtotal shop. Simply click on the “My Account” button on the menu bar at the top of the main page and follow the on-screen instructions.

^ Top


Placing an order

To place an order, enter a quantity into the “Qty” box and then click on “Add to Cart” button. The new product will then be added to your cart. To check what is in your cart, click the “My Cart” button on the menu bar at the top of each page. To continue to the checkout, click “Checkout” and then follow the on-screen instructions to complete your order.

^ Top


Cancelling an order

If you need to cancel your order, for whatever reason, then please contact the 3dtotal customer services department immediately by using the “Contact Us” form or by emailing support@3dtotal.com . We will then do our best to answer your enquiry and process your refund within 48 hours. Please note that if you have purchased a physical product and do not cancel the order before it is shipped then you will not be liable to receive a refund until the product has been returned.

^ Top


Payment options and VAT

We offer the following payment options through the 3dtotal online shop:

  • PayPal: A fast, secure way to pay online. Your financial details are never shared. We remember everything for you, safeguarding your bank, credit or debit card details. Accepts Visa, MasterCard, Maestro, Amex, Solo, Delta and Visa Electron.
  • SagePay: Formally known as Protx. Provides secure payment processing for Visa, Visa Debit, MasterCard, Solo, Visa Electron and Amex. 

Both of these payment options are processed through third-party companies and you will therefore be directed away from the 3dtotal website while you complete your order. Once payment is completed, you will be returned to your account in the 3dtotal shop.

If you are unable to pay by PayPal or SagePay then we also accept bank transfer and cheque payments. These payment options have to be processed outside of our online shop. Please contact support@3dtotal.com if you would like to use one of these payment options. You will need to provide full details of the item you would like to order, along with your name, address and telephone number.

Value-Added-Tax (VAT): Since 3dtotal serves many business and/or foreign customers, prices in our online shop do not include the value-added tax (VAT), applicable to some European orders. Once you have provided your contact details, VAT may be applied to your order at checkout depending on various factors including your location and the product being purchased.

 

For European Union countries (including the UK) we will add VAT to your order during the checkout process where appropriate. Companies from EU countries (excluding the UK) who provide 3dtotal with a valid VAT number will receive a VAT refund within two weeks of their order being processed.

If you are from a non-EU country, the final price remains without VAT.

 

^ Top


Shipping

Delivery options

We offer the following delivery options, dependent on the weight and destination of your order:

UK: DPD (1-2 working days) UK: DPD (3-4 working days) UK: Untracked mail (3-5 working days) EU: DPD (3-4 working days) EU: Untracked mail (5-10 working days) USA: DPD (3-6 working days) USA: Untracked mail (5-15 working days) USA: Domestic shipping from USA warehouse (7-14 working days) RoW: DPD (4-9 working days) RoW: Untracked mail (5-15 working days)

 ^ Top


Delivery estimates

All orders are dispatched from 3dtotal within 24-48 hours, excluding weekends and national holidays. Shipping estimates will be given along with the selected shipping method during checkout or in the cart.

 ^ Top


Returns policy [Downloadable products]

In the event that you receive a damaged or faulty download link then please contact support@3dtotal.com and you will be provided with a new download link, free of charge.

If you are unhappy with your downloadable purchase then you are entitled to a full refund within 7 days of receiving it. Please contact support@3dtotal.com with full details about your purchase and the reasons for your refund request.

  ^ Top


Returns policy [Physical products]

Damaged/faulty item:

In the event that you receive a damaged or faulty product then you may return it for a full refund or exchange it for a replacement product within 7 days of receiving it.

  • If you choose a refund then the money will be returned to you within 48 hours.
  • If you choose to receive a replacement then 3DTotal will cover any reshipping costs and the item will dispatched to you within 48 hours.

 

Unwanted item:

You may return any unopened item within 7 days of receiving it, for a full refund. We will refund your card once we have received and processed the item.

  • We will only refund delivery costs if the return is a result of our error.
  • We cannot refund or exchange an opened item unless it is faulty, or if the item was sent to you through our error.

If you wish to report a damaged/faulty or unwanted item then please contact support@3dtotal.com for further information.

 

Error in address:

3dtotal is not liable for any incorrect address information provided by the customer that results in an order not being delivered. In this situation, if you wish us to re-ship the order then you will need to pay the delivery costs again once the order has been returned to us.

 

Anatomy figure returns:

If you own one of the originals, we'd like to offer you the opportunity to send any statues with unsightly seams or UV damage back to us, and we'll send you a replacement in return - for free! Please check this link for details: https://shop.3dtotal.com/upgraded-models

 ^ Top




Account


Viewing order status and order history

To view your order history, log into your account. You will then be taken to your Account Dashboard. Look under the “Recent Orders” tab to view all of your recent orders. To view a particular order, click on the “View Order” button. To view all of your orders, click “View All”

Alternatively you can click on the “My Orders” option in the left-hand toolbar of your account.

^ Top


Changing account information

You can change your account information in a couple of different ways:

  1. Log into your account and make sure you are on the Account Dashboard. Under the “Account Information” heading there are various options to change your account details and your billing and delivery addresses.
  2. Log into your account and click on “Account Information”. This will allow you to change your name and email address
  3. Log into your account and click on “Address book” option. This will allow you to change your billing and delivery addresses.

^ Top


Downloadable Products FAQs

General

I ordered a downloadable product from 3dtotal but have not received my download link. Where is it?

Whenever you purchase a downloadable product, the download link instantly becomes available for download from your account in our online shop. Log into your account and you will see a new link on the black toolbar at the top of the page called “My Downloadable Products”. If you click on this then you will be taken to a page where you can download your order.

 

Alternatively you can log into your account and if you look in the orange menu on the left-hand side, you will see a new category on the bottom called “My Downloadable Products.” Click on this to be taken to a page where you can download your order.

You will have five attempts to activate each link and successfully download the product. If you run out of attempts and need a new download link, please contact support@3dtotal.com and we will happy to email one to you.

 

Why can't I view your downloadable PDFs on my Macintosh computer?

To view the magazine you will need to download the free ‘Adobe Reader’ for Macs. The in-built PDF reading software on a Mac will not always be able to display the PDF we supply, due to some of the features we employ.

 

 


Magazines

What format are your digital magazines available in?

Our digital magazines are available as download PDFs, in both high-res and low-res formats.

 

Can I get a printed version of your digital magazines?

Unfortunately not. This is something we’re always looking into, but at the moment we can offer our magazines as downloadable PDFs only.

 

I’ve bought one of your magazines for my iPhone/iPad. How do I access the free downloadable content offered with some of your tutorials? 

As iPhones/iPads don’t have a computer’s file structure, it is impossible to download the free content onto them. Please see the following URLs for links to resource pages for 2dartist, 3dcreative and 3dtotalpublishing:

If you enter the above URLs into your computer browser then you will be able to locate the appropriate magazine issue and download the free content.

 


Total Textures collection

Are the textures compatible with my software package?

The Total Texture DVDs are built using an HTML interface which will run in any web browser on any platform. The Textures themselves are full quality JPEG files which should be read by nearly any imaging software. We are not currently aware of a 3D animation and modeling software that will not accept JPEG images as texture maps. Some of the DVDs have extra TIFF files for some of the JPEG maps. These TIFF files have a built-in alpha channel which some 3D packages will read. In cases of maps such as decals, where the area around the decal may be required to be transparent, the alpha channel already contains the transparent information and saves the user from having to apply a separate Opacity map. (The term Opacity may vary in 3D software but refers to the layer of the texture map that removes the unwanted or transparent parts of the map). However, in most cases these maps also have a JPEG Opacity map in case the 3D software does not accept TIFF files. It might be worth your while emailing the software company involved to see what they say.

 

Are the textures royalty free?

The contents of these Total Textures DVDs are offered royalty free when used within a work of art; this includes personal and commercial work. You may modify them in any way in order to conform them to your needs, however any such modifications are still derivatives of the original image and may not be sold or distributed as your own textures (whether to be sold separately or packaged/included with any other products/files).

This can cause a problem if they are used in games (in particular PC games) and our textures are sat in a folder where your customer could get to them. Console games are fine as the textures are embedded in, so if you can achieve this with a PC game by making the textures very hard for another user to extract then this would be fine, too.

 

Can I download the textures if I need them in a hurry?

Yes, our texture DVDs our now available as downloadable products. Simply select the download option in our onilne shop. 

 

Is there any way I can view the textures before purchase?

Yes! You can download all of the thumbnails for the textures from the specific information page for that collection.

^ Top 


Physical Products FAQs

I've just bought a magazine subscription, but how does it work?

When you purchase a subscription, you can choose the issue you wish it to begin with (subject to availability). Back issues will be mailed from the 3dtotal post room, and future issues will be mailed from our distribution hub.
Issues are released quarterly.
GRAPHITE Magazine: January, April, July, October.
Character Design Quarterly: March, June, September, December.

^ Top


General

Customer Service

Our friendly and helpful customer services department can be reached at support@3dtotal.com. We endeavour to respond to all enquiries within 24 hours, apart from on weekends and national holidays. Please remember to provide as much as information about your enquiry as possible to ensure a faster service.

 ^ Top

 


Contact 3dtotal

For customer service enquiries, please contact: support@3dtotal.com

 

Postal address:

3dtotal.com Ltd
29 Foregate Street
Worcester
WR1 1DS
United Kingdom

 

Tel: +44 (0)1905 29764
Fax: +44 (0)1905 731253

 ^ Top 

 


General technical help

If you run into any technical problems while trying to place an order, please contact support@3dtotal.com . Our friendly customer services team will then reply within 48 hours. Please provide as much information as possible about the problem as this will help our team to investigate the issue more quickly.

 ^ Top