| 3D Realms Online Store Info Here is some information you should know about 3D Realms, the 3D Realms Online Store, as well as some of our policies. We accept Visa, Master Card, Discover, & American Express. All orders in the online store are processed real-time. This means that once you finalize your order, your credit card will be billed immediately. Please do not hesitate to send an email to help@3drealms.com should you have any questions or concerns. We make every effort to answer email promptly. Contact Info 3D Realms Entertainment P.O. Box 496419 Garland, TX 75049-6389 United States of America Orders: 1-800-3DREALMS Voice: 972-278-5655 Fax: 972-278-4670 help@3drealms.com Please do not call the 800 line for information about orders placed in the online store or for returns, they cannot assist you. For questions about Online store orders, please email us. Registered Download Order Information You're thinking to yourself "OK, I just placed an order for a registered download, but the order status page doesn't show me a link where to download the order!". The reason for this is that it means there was some issue with the verification on your credit card info. Because of that, the order has likely been placed in a "pending review" status with us. Don't be alarmed. It means that a human needs to manually verify the information on your order, the automated system can't fully process it. This is done to protect both you and us from credit card fraud. You may or may not get a big yellow bar on your screen telling you this. We do reviews of the "pending review" orders each business day. Once we verify the order, it will either be cleared for downloaded, or cancelled. Once cleared, your order status screen will be updated with a link where you can download the game. DO NOT DELETE YOUR CONFIRMATION EMAIL - THE LINK IN IT IS EXTREMELY IMPORTANT! If you never received a confirmation email, make sure and check your spam folders or filters and make sure that the email didn't get deleted on your end. Need to redownload an order? The first thing you need to do is to go to your original confirmation email. In that email is an important link you need. You will need to go there and use the credit card number you originally used to pay for the order to access the download. If you do not have your conformation email anymore, you will need to email us for further information. If you do so, please include your order number, but do not include any credit card information in the email. Shipping & Tax We ship by United States Postal Service. Our rates are:
If you live in the State of Texas, we are required to collect sales tax from you on your order, even if it's a downloadable item. The Texas state sales tax rate is 8.25%. Attention Non-US customers: Please note that we do not have a say in how much your country charges for customs import fees. You will need to contact your local customs office for more information. Refund/return policy All items that are shipped from 3D Realms carry a 30-day money-back guarantee. The guarantee does not apply to items that are downloaded from the store. Items that are downloaded from the store carry no guarantee. If you need to return an item, please contact our technical support department first to obtain an RMA. Items returned to us without an RMA will be returned to the customer. You can contact us via any of the methods in the above contact methods (except the 800 number, they cannot help with returns). Privacy policy Your Privacy is taken seriously at 3D Realms. The information we collect is used in order to send your order to you. We may occasionally use your information to send notices in the future of new game releases and updates. Your name and address (but nothing more) are sometimes shared with other companies who products that might be of use to our customers. If you wish to keep your information private, please send us a written request to keep your information private, and we will do so. You can use any of the contact methods above (with the exception of the 800 number) to do this. To process and ship your order, we need your name, phone number, billing address, shipping address, and email address (plus payment information, of course). This information is stored on a secure server to allow us to process subsequent orders more quickly. On occasion, we may notify our customers about special deals with the information collected from previous orders you have placed with us. Your email address, shipping data, and billing information is kept 100% secure on our system. At no time is your credit card information sent to an unsecure server or able to be intercepted by other Internet users. For both your protection and ours, we reserve the right to confirm selected orders by telephone before processing the transaction. Unsure about using your credit card on the Web? Here's what happens when you place an order with us. The credit card information you transmit is scrambled and sent to a secure server that resides behind a firewall (you should see a key in a lock on your screen depending upon your browser--that tells you that the server is secure). The 3D Realms Online store processes credit card orders real-time. This means that once you finalize all your order options, put in your credit card number, and hit the "Yes: Place Order" button, your card will be charged immediately. We are notified immediately at 3D Realms headquarters telling us that an order is waiting to be processed - in addition, you will be sent an email too with the details of your order (provided you put in a valid email address when asked for one). The order will then be shipped from 3D Realms HQ (usually) the next business day after you place the order. If this an order that contains a registered download, you will be prompted to download the item after your credit card has been billed. After you get a successful download from the store, we urge you to make an archival backup of the purchase you just made from the store to prevent against loss due to things like hard drive problems. If you experience problems downloading, you can reattempt your download by going to the Main Yahoo Shopping Order Status page (and then clicking on the particular order), or you can use the URL that is in the confirmation email that is sent to you (we urge you to save these emails). If you continue to have problems after that, you can contact us for further assistance. Thanks for your patronage! Apogee Software / 3D Realms |