Help and FAQ

Help and FAQ (Frequently Asked Questions)

My subscription is missing from my account?

We are currently working on importing subscription details from our old system into our new store -- thank you for your patience while we attempt to resolve this.  If you have any other questions about your subscriptions, please email support@3dtotal.com

My order isn't shown in my account history?

If your order was placed on our old system before 29th July 2021 (it contains 'M' in the order number) and had not yet been shipped, then your order is still being processed in our old system.  When it is has been shipped you will receive notification, and after all our current orders and pre-orders have been processed, the completed orders will be imported into the history on the current site. 

We apologise for this confusion and inconvenience. 

If you had already received confirmation of your order being shipped, but do not see the order listed in your account section, there may have been a problem importing the order into our new system.  We hope to resolve this by importing the remaining orders soon, or if you need information on your order sooner, please get in touch.

If you have any queries about your order in the meantime, or any other concerns, please email support@3dtotal.com

Seemingly overcharged on shipping for orders from before 29th July 2021?

The previous glitch that displayed historical orders as having had multiple incorrect shipping costs applied should now be fixed as of 2021-08-05 -- if you still see historical orders with incorrect totals/shipping charges, please email store@3dtotal.com with the order number and the email address of your account and we will attempt to resolve this for you.

I'm having issues with my account in the new shop!

We have experienced some technical issues with importing all historical orders and downloads into a few new shop accounts. Please bear with us while we try to fix this problem. Many thanks for your patience and support.

If you have any subscription issues please give us 7 days to get this sorted and if you continue to experience any problems after that then please let us know. We'll make sure you don't miss a single issue! 

Please contact store@3dtotal.com with any concerns rather than try and re-create your orders. Many thanks.

How do I change my account's email address?

Please email support@3dtotal.com from your old email address with details of your new/old email addresses, and we will complete this for you.

My discount isn't applying at the cart?

If your discount (for example, the Art of books offer) is not showing a discount on your order, please ensure that you have visited the Cart page before checking out.  If the discount still does not display on the Cart page, please try refreshing the page or using another browser.  If you experience difficulties, or find success, please let us know at support@3dtotal.com and we will endeavour to resolve this for you.


When will my order arrive? [Physical products]

All orders are dispatched from 3dtotal within 24-48 hours, excluding weekends and national holidays. You will receive an email notification when your item(s) has been dispatched. Shipping quotes and estimates are provided at checkout or on the cart page.


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 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. Any problems downloading, please email store@3dtotal.com


How does my magazine subscription work? (Character Design Quarterly)

When you purchase a subscription, it will begin with the next issue released. Issues are released 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 "Manage 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 store@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.


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 contact customer services?

Our friendly and helpful customer services department can be reached at store@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.


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 store@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.


Ordering

Creating an account

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.


Placing 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.


Cancelling an order

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


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)


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.


Important notice for Russian customers using the DPD courier option:

Due to Russian customs regulations, we will contact you prior to despatch requesting the following:
Passport Number
Passport serial number
Passport issue date
Issuing body
Date of Birth

The courier may also email you once despatched to confirm these details, and it is important to provide them swiftly to ensure delivery of your parcel. (We've experienced many returns due to information being provided slowly, or missing data. If we have the information with the parcel as well as the digital information you provide the courier, it should cover all bases and ensure delivery.) Failure to provide the information will result in your order being refunded. Thank you for understanding.

Returns policy 

Please see our Refund policy


Account

Viewing 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. 


Changing 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.


    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, your download links are available in several places: 

    • You will also be emailed an Order Confirmation email, that contains download links for your files. 
    • Download links are also instantly available in the 'Account' section in our online shop.  To access this, log into your account and you will see a link at the top of the page called “My Downloadable Files”. If you click on this then you will be taken to a page where you can download your downloadable files.  If you are unsure of your account details then please check your email inbox (both the address you signed up with and the address that your PayPal account is registered to, if applicable).

    You are given unlimited download attempts.  If you still have any problems downloading your files then please contact store@3dtotal.com and we will be happy to help.

    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 store@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.

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

    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.

    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.


    Physical Products FAQs

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

    When you purchase a subscription, it will begin with the next issue released. Issues are released 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 Account and then "Manage 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 store@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.


    General

    Customer Service

    Our friendly and helpful customer services department can be reached at store@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.


    Contact 3dtotal

    For customer service enquiries, please contact: store@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


    General technical help

    If you run into any technical problems while trying to place an order, please contact store@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.