Help & FAQ

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

How can I update my account's email address?

In order to change your account's email address, please contact our support team from your original email address (if possible) and let us know your new email address.

How do I change my account information?

Log into your account and make sure you are on the Account Dashboard. Under the “Account Details” heading there are various options to change your account details, billing and delivery addresses.

How do I view my order status and order history?

To view your order history, log into your account. Look under the “Orders” menu item or "Order History" on the left side to view all of your recent orders.

Anatomy Figures

Caring for your anatomy figure

We recommend that you avoid leaving your anatomy figures in direct sunlight, as prolonged UV exposure can lead to discolouration.

My figure doesn't fit in its base! What can I do?

It can sometimes be tight to get the pegs on the feet of the figures into the base and so the legs often need pulling apart a little to enable them to fit, as in these videos:-

However, if it still seems that the figure doesn't fit or you aren't sure, please get in touch with us at support@3dtotal.com with photos of your figure and base and we'll be happy to help!

Auctions - Help for Bidders

How do auctions work on 3dtotal?

In order to place a bid on a 3dtotal auction lot, you must first register for an account (or login if you already have an account). If you are intending to bid on a lot, please sign up as soon as you can so that you have time to create and activate your account before bidding closes!

When you place a bid on a 3dtotal auction, the value you enter is what is termed a Proxy Bid. If there is a competing bid placed by another bidder, the system will automatically place Normal Bids on behalf of the bidders, ensuring that the bidder who bid the highest amount first becomes the highest bidder on the lot. In the event that two bidders both enter the same proxy bid amount, the bidder who placed their bid first will be the highest bidder.

This means that the best chance to win an item is to bid early, and to bid at the highest amount that you are willing to pay. This will ensure that in the event of a tie with another bidder, you will be in the lead.

How 3dtotal Auctions Works – buyer edition

1 – Create an account in the 3dtotal Store
2 – Find a painting you would like to buy and make a bid – REMEMBER there will be postage charged at the detailed price and you may also be charged duty and import tax at point of delivery

3 – Win an auction – If you win the auction you will be expected to pay for the

item within 3 days. If you do not, the item will be offered to the next highest
bidder.
4 – Postage – Once 3dtotal have received notification about payment the seller
will be notified and the item shipped. Tracking information will be provided.
5 – Notify – Once the painting is received, please notify 3dtotal so that the funds can be
sent to the seller. You have 3 days to do this after tracking says the parcel is
delivered, after this time 3dtotal will assume it is received and send
the payment to the seller. If there are any problems with the package, please contact
support@3dtotal.com immediately.

Is shipping available to my location? How is shipping calculated on 3dtotal Auctions?

The shipping rates available are manually entered in the system by the auction seller, and due to their nature can be of unusual sizes or weight. For this reason, not all destinations are available.

Please ensure that we are able to ship the lot to your location before placing a bid!

If shipping is not available to your region but you are interested in bidding, please use the contact form under "Ask a question about this lot" on the auction page to contact the seller.

I made a bid by mistake! What should I do?

Bids on 3dtotal auctions are considered to be binding. Please only place a bid on an item if you are sure that you are prepared to pay the bid amount, plus shipping charges and any taxes or duties that may be applicable on delivery of the parcel to your destination.
However, if a mistake has been made in a bid, please contact us at auctions@3dtotal.com as soon as possible and we will do our best to remedy the situation fairly.

What are the Terms and Conditions for 3dtotal auctions?

The Seller name can be found on the product page under the text

"This auction is offered by". If you have any questions about the product or shipping please contact the Seller using the 'Ask a question about this lot' dropdown section on the product page.
If you have problems logging in or a question about the functionality of the system, please contact us at auctions@3dtotal.com.
Please note that shipping costs will be additional to the successful bid and due on completion of sale, and any relevant duties and taxes will need to be paid on delivery/ import to final destination.
All bids are binding and once a bid is accepted, you are bound to purchase the item at the agreed-upon price, unless otherwise agreed with the Seller.
The Buyer is obligated to make timely payment according to the auction terms and conditions. The Buyer should complete the purchase within 5 calendar days of auction completion. Failure to complete the purchase may damage your reputation as an auction participant.
The Seller best endeavours to protect picture frames in transit, but due to the fragile nature of such objects, they are susceptible to damage when handled. In the event of damage or loss in shipping, please contact auctions@3dtotal.com to arrange appropriate compensation.

Digital Magazines (2DArtist, 3DCreative, Total Magazine)

Can I get a printed version of your digital magazines (2DArtist, 3DCreative, Total)?

Unfortunately not. At the moment we can only offer our magazines as downloadable PDFs only.

How do I access the free downloadable content offered with some of your digital products?

Please see the following URLs for links to resource pages for 2dartist, 3dcreative and 3dtotalpublishing:

Print books from 3dtotalpublishing: https://store.3dtotal.com/resources
2dartist: https://www.2dartistmag.com/resources.html
3dcreative: https://3dcreativemag.3dtotal.com/resources_2010.html

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.

Please note that you may have difficulty opening or using some of these files on a mobile device or tablet. If you have trouble with this then try downloading the files to a desktop computer or laptop first and then transferring them to your mobile device if necessary.

What format are your digital magazines available in?

Our digital magazines (2DArtist, 3DCreative, Total) are available as download PDFs, in both high-res and low-res formats.

Downloadable Products

How do I access the downloadable resources referenced in my book?

Please see the following URLs for links to downloadable resource pages for our physical products:

Print books from 3dtotalpublishing: https://store.3dtotal.com/resources

If you visit the above URL then you will be able to locate the appropriate book and download the free content.

You can also find the free resources in the 'Free downloadable resources' section on the respective product page.

In addition, if you purchased the book through us then you should find the files in your Downloadable Files section when you login to your account on our store, or via the URL https://store.3dtotal.com/tools/downloadables.

Please note that you may have difficulty opening or using some of these files on a mobile device or tablet. If you have trouble with this then please try downloading the files to a desktop computer or laptop first and then transferring them to your mobile device if necessary.

How do I download my digital 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 and you will see a menu item under the title My Account called "My Downloadable Files".

Click there, and your item(s) should be ready for you to download. You will also receive an email containing links to your downloadable products.

Please note when using PayPal Express that if you are already signed up for a 3dtotal.com shop account and if your PayPal email address does not match your 3dtotal.com shop account email address then a second account will be created in our shop corresponding to your PayPal address. If you haven't received emails that you expected, or can't find orders in your My Account section that you expected, please check your other email inbox to see if there are account details sent by us.

If you find that you have multiple accounts on the 3dtotal shop, please contact support@3dtotal.com, letting us know all of the addresses you use, and we will be able to merge your accounts so that all of your downloads and details are available under one login.

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.

If you have any problems accessing, downloading or using, please email downloadables@3dtotal.com.

Using download link says that link is "invalid or expired"?

Please contact support@3dtotal.com, providing the details of the error message that you received.

General

How do I contact 3dtotal?

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

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

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

How can I get help from Customer Service?

Our friendly and helpful customer services department can be reached at support@3dtotal.com. We endeavour to respond to all enquiries within 48 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.

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, excluding weekends and national holidays. Please provide as much information as possible about the problem as this will help our team to investigate the issue more quickly.

Ordering

How do I cancel an order?

If you need to cancel your order, for whatever reason, then please contact the 3dtotal customer services department immediately 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.

How do I change currency?

You can choose your preferred currency to browse in by scrolling to the bottom of most pages and selecting from the drop-down. You can also jump straight to the bottom of the page by clicking the 'globe' icon next to the 'search' icon.

How do I place an order?

To place an order, 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 “Cart” button on the menu bar at the top of each page. To continue to the checkout, click “Checkout” or one of the other payment options and then follow the on-screen instructions to complete your order.

Why is my order appearing in GBP instead of my local currency?

Orders containing a bundle discount applied across multiple items, or a subscription, must checkout in GBP. A limitation in the platform means such orders must checkout in the store base currency. The conversion should reflect the local price minus any discounts applied. This is just one of those things we have no control over, and hope one day can be changed!

Refund Policy

Where can I read your Refund Policy?

To view the full terms and conditions of our Refund Policy please click here.

Shipping

Can we deliver to correctional facilities / prison?

Unfortunately we are unable to deliver to correctional facilities at this time due to repeated refusal.

How long will my order take to be delivered?

All orders are dispatched from 3dtotal's UK-based postroom 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.

What delivery options are available?

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

UK: DPD (1-2 working days)

UK: Evri (3-4 working days)

EU: DPD (4-6 working days)

USA: DPD (3-6 working days)

USA: Untracked mail (5-15 working days)

RoW: DPD (4-9 working days)

RoW: Untracked mail (5-15 working days)

FOR REST OF WORLD, PLEASE ALLOW AN ADDITIONAL 3 WEEKS FOR POTENTIAL INTERNATIONAL MAIL DELAYS

In most cases, untracked shipping will only be available for parcels under 2KG. For parcels over 2KG, tracked shipping may be the only options available.

PLEASE NOTE: WE ARE CURRENTLY UNABLE TO SHIP TO RUSSIA OR IRAN

Can you deliver to PO Boxes?

Please note that our courier cannot deliver to PO Boxes, particularly in the USA, and orders with PO Box addresses will be held and an alternative address requested.

Where can I read your Shipping Policy?

To view the full terms and conditions of our Shipping Policy please click here.

When will my order be shipped if it contains an item on pre-order or back-order?

All orders containing items on pre- or back order will ship complete with all items together, as soon as the item on pre- or back order becomes available. Please see the product page for estimates of when the item is expected to be in stock and available for release.

Why am I being asked to pay additional taxes?

Goods dispatched to other countries outside of the UK may be liable to Import Duty, Tax or VAT. When ordering from us you agree to pay any such Duties which may be imposed by your country's government. Orders over €150 to Europe will be subject to customs fees. If you refuse to pay any Import Duty / Tax / VAT imposed and thereby prevent delivery of your order you will remain liable for the purchase price of the product/s and any Import Duty / Tax / VAT or penalty imposed by your government.

CDQ Subscriptions

Can I get a refund on my CDQ subscription?

Annual subscriptions will renew automatically every 12 months. You will be notified 30 days before a renewal charge is made, so that you can cancel or make any address changes as necessary. You also have 14 days once payment is taken, and before the first issue is sent out, to cancel any subscription and receive a refund. If you are not sure you want to take out a year's subcription and receive 4 issues of this magazine, consider taking a pay ;quarterly subscription, which will allow you to cancel before each issue is sent. No refunds are given on an annual subscription, outside of your rights to a refund within 14 days of receipt of the first issue of the subscription. Quarterly subscriptions will renew automatically every 3 months. You will be notified 3 days before a renewal charge is made, so that you can cancel or make any address changes as necessary. You also have 14 days once payment is taken, and before the first issue is sent out, to cancel any subscription and receive a refund. This does not affect your statutory rights. No refunds are given on a gift subscription, outside of your rights to a refund within 14 days of receipt of the first issue of the subscription.

How do I cancel, or stop my CDQ subscription from auto-renewing?

If you wish to stop your CDQ subscription from automatically renewing when it is due, you can do so from the Manage Subscriptions link on your Account page. If you are unable to access this for any reason, please get in touch with customer support.

Note that if you cancel the renewal of your subscription then any unsent but pre-paid issues will still be shipped to you on schedule.

What does shipping cost for subscriptions?

We charge a flat-rate for CDQ subscription shipping as in the below table.

Destination	Renewal frequency	Number of shipments	Total shipping cost
United Kingdom	Yearly	4	£5
United Kingdom	Quarterly	1	£1.25
USA and Europe	Yearly	4	£15
USA and Europe	Quarterly	1	£3.75
Rest of World	Yearly	4	£20
Rest of World	Quarterly	1	£5

Please note that in some cases taxes will also be added in addition to the costs above.

If you have any queries about the subscription pricing or subscription shipping then please contact us at subscriptions@3dtotal.com.

When do CDQ subscriptions ship?

Our CDQ subscription schedule has the expected timetable of CDQ releases, according to your active subscriptions.

CDQ usually ships a new issue on the follow schedule:

Late March;

Late June;

Late September;

Late December;