FREQUENTLY ASKED QUESTIONS

How do I order?

Now that's what we love to hear! Go to the e-shop and login. If you don't have an account yet, you'll need to create one. See the e-shop navigation bar at the top of the screen. The third option is 'create'. Click here to create your account. Once you have the account and are logged in, you're able to track the status of your order and you don't have to fill in all the shipping information the next time you place an order with us.

After you have completed your order by placing items in your shopping cart, proceed to the checkout area.
In the checkout area, you can complete the Shipping and Billing information. A confirmation of your order will be e-mailed to you. If you have any e-shop related questions, drop us a line at shop@blender3d.org. In case your matter deals with an order you have already placed, please always quote your order number.

What is the e-shop account and why do I need it?

An e-shop account is compulsory to be able to place an order. The advantages of an account include the possibility to track your order, see your previous orders and to store your shipping details for future orders.

An e-shop account is a separate account from your other accounts at the Blender websites. You can use the same username and password, but we would advise against it. All personal information you give us will be handled with the strictest confidence and will not be distributed.

Why do I need to provide my email address?

Order confirmations and updates will be sent to you via email. If you order by bank, the payment procedure will be described in this email as well. In addition, we need to be able to contact you in case there is a problem with your order.

We will only mail you when it's directly related to the specific order you did. No other mail will be sent to you, like advertisement, campaigns, or general Blender information.

How do I find products?

At the top of the screen, you can find items either by Category (for example 'software') or do a search for a specific item such as 'Manual' and all related items will be shown.

How do I know if something is in stock or not?

We indicate an out-of-stock item within the product description. Of course, it is entirely possible that an item will become unavailable between the time you are ordering it and when it is shipped. We will let you know if that is the case and will wait until the full order is available before we ship to you.

Can I place an order by phone/fax?

We do not accept orders over the phone/fax. We only sell via our internet shop.

What are the accepted payment methods?

We accept credit cards using PayPal only, this saves us a lot of work and security risks. Pay by bank transfer also works very well. Using Western Union (offices world wide, usually in post offices) is a quite expensive (USD 9.50) but very reliable way as well.

Please note that you will get, after ordering, an email with all relevant payment instructions. No money will be charged, until you follow these instructions.

Is it safe to order from your e-shop?

We don't keep information on credit cards in our database. Personal information, such as email address or shipping address, is kept in a secure database, and isn't accessible for anyone outside the Blender Foundation.

Do I pay in Euro or in US dollar?

This depends on the way you pay, for example PayPal allows to pay both in Euro as USD. With a bank transfer you will always have to pay in Euro.

To keep it easy, we use a moderate exchange rate, being the lowest rate of the past few months. Just choose to pay what is most covenient for you. For our convenience, the final invoice is stated in Euro however.

You can use the currency convertor to calculate up-to-date exchange rates.

How much tax do I have to pay?

You pay taxes only if you live in a country that is a member of the EU. Books have a 6% tax and all other products have a 19% tax. If you live outside the EU, your purchases are tax free.

Shipping information?

We ship at least once a week, and in general within three working days after your payment has been confirmed.
It is handled by Spring Global Mail. We use their priority mail service, guaranteeing an average delivery time of 3-5 working days for Europe, and 5-8 working days for the rest of the world.

Shipping costs depend on your location. It's calculated from a fixed order price plus a variable cost based on the weight (see the table below).

Region	Fixed order price	Variable cost per kg (1 kg = 2.2 pound)	Delivery time (after shipment)

Netherlands	$ 1.00 USD	$ 4.50 USD	1-3 days
Europe	$ 1.00 USD	$ 6.50 USD	3-5 days
Rest of world	$ 1.00 USD	$ 9.50 USD	5-8 days

Shipping costs are calculated automatically on the check out screen. Please note that we accept payment in advance only. This means that your order will not be shipped until we have received payment.

Can I have a separate billing and shipping address?

Yes. When you have completed your order and have reached the check out area, you will see an option 'change address' when asked for the delivery address. The address you entered when you created an account shows on the screen as your default delivery address, but by clicking 'change address', you are able to enter a different delivery address while the default address remains the billing address.

What if my order doesn't arrive in time?

The Spring Global Mail 'premium service' only guarantees an average shipping time. However, we have enough confidence in them to ship you - without any costs - the product again when it accidentally doesn't arrive. These are the conditions:

- We only ship for free again when there was no error in the address, so first check if the address you provided is OK!
- For Europe, wait 2 full weeks after our confirmation it was shipped
- For the rest of the world: wait 3 full weeks after our confirmation it was shipped.
- Then mail shop@blender3d.org to notify us

Can I track my order?

Only until it's shipped. Log in and click 'my account' on the top navigation bar. The screen displays your account information at the bottom; you have three options (Edit Account, Address Book and History). Click on History to see the order number, date, cost and status of your previous orders.

Please note that after we have shipped your order and it is in the hands of Swiss Post, you are no longer able to track the order. The reason why we haven't incorporated this external tracking option is that it would double your shipping costs.

I want to purchase a bulk order. What are my options?

Drop us a note at info@blender3d.com and let us know of your situation and what you are interested in. We will happily support your efforts.

What's your return policy?

We want you to be happy, so we stand behind our products and recognize that sometimes you don't receive what you expect. If we shipped the wrong product, or it arrived defective, no problem, contact us at shop@blender3d.org to arrange for the return/replacement of your purchase. Be sure to include a brief description of the problem.

Did you change your mind? We will fully refund you, provided that purchases are received back in their original packaging, along with all accessories and provided your purchase is in "as-new" condition. Please note that you will be responsible for return shipping costs of non-defective merchandise. All returns must be received back by us within 45 days of your original purchase shipping date (You can find the original shipping date in ' my account' and 'History'. It was also e-mailed to you).

What's your cancellation policy?

All orders are shipped within five working days, so it is possible that we will be able to cancel the order prior to shipping. If you want to cancel your order e-mail shop@blender3d.org and we will try to accommodate the cancellation.