Delivery Aims:- 3DTotal can provide the following information as supplied to us by the postal services that we utilise. These are delivery ‘aims’, and although both 3DTotal and the postal services endeavour to keep to these aims, factors such as Customs clearances can often delay packages travelling between countries. Please accept our apologies in advance for any problems you may have, but be assured that we have some of the best customer service in the world and will always get your products delivered to you, no matter what. Our delivery aims are: UK: 1-3 working days Europe: 6-10 working days Rest of the world: 10-15 working days (depending on the country)

The delivery aims for my order have passed and I have still not received anything?! We at 3DTotal apologise for any inconvenience caused by delays with your orders. The delivery aims are simply aims, and unfortunately once the packages leave us we are at the mercy of the postal system. Please wait a few more days and then contact me if you have still not received your order. Please also be aware that the delivery aims are for working/business days and do not include weekends or bank holidays.

When will my order be shipped to me? All orders are shipped within 24 hours, unless the order is made on a Friday, weekend or bank holiday, in which case it will be shipped on the next available working day.

I have waited a few extra days and still have not received my order? The package may have been lost or misplaced in the mail. This does happen occasionally; we apologise for this and we will mail you another package instantly. Please contact cdsupport@3dtotal.com to arrange another delivery. The package may also have been returned to us for several reasons, including ‘Insufficient’ or ‘Unknown’ addresses, or ‘Package Unclaimed’, amongst others. In the event of a package arriving back at the 3DTotal studio we will contact you to confirm your full address before mailing another package to you. In the case of a ‘Package Unclaimed’, this is where the package has arrived at its destination but could not be delivered for any number of reasons. It is worth contacting your local postal depot to see if they have the package there waiting for you to be claimed if you believe it has been misplaced. After a designated period of time the package will no longer be held by the depot and then returned here. PLEASE NOTE: when packages are returned to us they are sent via the slower ‘ground mail’ service and can take anything up to a month to return here. Please help us by making sure you provided your FULL and correct shipping address during the order process, and in your native language if possible, to assist your local postal service. If you reside in an Asian country, you may also wish to provide JPEG image of your shipping address which we can put on the parcel. Please send these at the time of placing your order, by email, to cdmonkey@3dtotal.com.

I have received my order, but the product was damaged / faulty / missing? Please contact cdsupport@3dtotal.com for an immediate replacement.

I wish to return an item to 3DTotal. What is the address for mailing? 3DTotal.com Ltd 1 Shaw Street, 3 rd Floor, Worcester WR1 3QQ United Kingdom

Total Textures Collections 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 Modelling 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, really only applying to PC games here, if 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 also achiev e this with a PC game 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? The texture DVDs are not currently available for purchase as a download, but we can arrange a one-off download if it is absolutely necessary. Please contact the 3DTotal office after making the purchase to arrange the download. Your DVD will still be mailed to you automatically after purchase. 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.

The Shorts Drawer DVDs Are the DVDs compatible with my DVD player? The DVDs are region free and we will mail you a PAL or NTSC version depending on which country they are being delivered to. Every country uses a national standard which is either PAL or NTSC. We will automatically send the version for your national standard, but please contact cdsupport@3dtotal.com if you require anything different. The DVDs are replicated from a glass master which is the most reliable method of generating copies. This makes the DVDs about 95% compatible with DVD players worldwide, but as with all DVDs they cannot be 100%. If you receive your discs and they do not work with your DVD player, you can return them for a full refund. The discs will also work on any computer with the relevant DVD playing software.

Training DVDs, including the ‘Eva Wild’, ‘Creature Head’ and ‘Fighter Ship’ Some of the ‘Eva Wild’ DVD movies do not play on my computer?! we have a new page for 'Eva Wild' updates, fixes and downloads here www.3dtotal.com/evaupdates The ‘Starter Image’ file on the Eva DVD Vol. 1 looks low resolution when I open it up?! This is problem with your customised setting in 3DStudio Max. 1. Open Max and go to Customize > Preferences on the main menu bar, along the top. 2. Select the Viewports tab and then on the Configure Driver tab at the very bottom. 3. Now check the two tick boxes "Match Bitmap as Close as Possible" in the Appearance Preferences. 4. Click on OK and then open the Max file again. When you zoom in the image should be of a higher resolution.

Magazine subscription I’ve just bought a magazine subscription, but how does it work? First issue – Shop account When you purchase a subscription, whatever issue it starts with will instantly become available for download from your account in our online shop. Please note that this download link will expire after 48 hours. Please contact cdsupport@3dtotal.com if you need a new download link. Future issues – Download Manager account For the following issues, a unique account will be set up for you in the 3DTotal Download Manager system. You will be able to use this account to access and download each month’s magazine. Once the magazine has been released each month, you will automatically receive an email from “sales1@3dtotal.com”. This email will inform you that the latest issue is now ready for download, and will contain full instructions about how to access your download link, including your unique username and password and a link to the download manager system. You will continue to receive this email on a monthly basis until your subscription expires, so please make sure that your email account has been set up to receive emails from “sales1@3dtotal.com” to prevent our emails from being treated as spam/junk mail. You will have one month to start each download in your download manager account. Once the download has been started, you'll then have 48 hours to complete your download before it expires. Please contact cdsupport@3dtotal.com if you need a new download link.

I ordered a downloadable product/magazine from 3DTotal but have not received my download link?! If you haven't received an email with your download info, have you got any email filter system or security which may be blocking and/or deleting the emails which will have been sent? We can arrange for another email to be sent you with a download link. Please contact cdsupport@3dtotal.com to arrange a second link.

I have bought a magazine but cannot view it 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.