Thanks for choosing Video Copilot, we are here to help.

For account or product related questions email: info@videocopilot.net

For technical support email: support@videocopilot.net

ELEMENT 3D HELP
View tutorials and help files that will make learning Element 3D a walk in the park.

LICENSE AGREEMENTS
3D Products License Agreement:
Be sure to view our 3D Product License Agreement. This agreement applies to Video Copilot 3D products only and not 3rd Party Plug-ins.

License Agreement:
Be sure to view our License Agreement. This agreement applies to Video Copilot products only and not 3rd Party Plug-ins.
General Product Support
I have a question about a product I ordered. Who do I contact?
July 29th, 2008
Please email us with any questions, we can help you out. Please include your order number or other pertinent information.
Will your products work with my intel Mac?
July 29th, 2008
Yes all of our products are compatible. A small group of customers have experienced slower playback speed with the Serious Effects and Compositing DVD only. If you are having a similar issue please contact us and we will send an update.
Are your products MAC/PC compatible?
July 29th, 2008
Our products are compatible with both MAC and PC.
I Provided the Wrong Email Address in my Order
July 29th, 2008
Please contact our support team to update your info. support@videocopilot.net
Can I install your product on multiple machines, If so how many?
July 29th, 2008
We allow our products to be used on both a work station and a personal computer or laptop provided the licensed user is the sole user of the product/plug-in.
Downloading Questions
I can't seem to get access to my download after purchase. What should I do?
July 29th, 2008
Please check your email box for the email address used for the purchase, also check the spam/junk box to ensure it did not get sent there by mistake. If you were not able to locate the email please send us a friendly email and we'll be happy to help you out.
I want to receive my order on DVD but I also want to download them. How can I do this?
July 29th, 2008
Customers who select to have orders shipped will also receive a download link. You may download as needed but the DVD's will also be shipped. Remember some products are only available through the mail and others available strictly for download.
I'm having trouble downloading. What should I do?
July 29th, 2008
We recommend using a download manager for large files. Our download section has all the latest information about recommended software and extraction tools.
I've downloaded the files but I can't seem to get them to Unzip. What should I do?
July 29th, 2008
Be sure to have the latest version of your Unzipping application (winrar for Windows or The Unarchiver for Mac). Also verify the size of the file you downloaded is close to estimated size on the website. If you continue to have problems contact us.
I purchased a Product and did not select a shipping method. What should I do?
July 29th, 2008
Please check out this page to have your products shipped:

http://www.videocopilot.net/addshipping/

Be sure to add your order number to the comments section as well as any other information that has changed since the order you previously place to have it shipped. Once you select the ├Čadd shipping├« option make sure you proceed to checkout as you did with your initial order, at this time you will select the shipping method. Please also note that some products are only available for download and are not available to be shipped.
How long are downloads available after purchase and what if I lose this information?
July 29th, 2008
Purchased products will always be available to download to verified customers. The files are available for a 5 day period and can be extended or reissued. We do recommend burning a DVD backup once you have successfully downloaded your products.
My download login details are not working
July 29th, 2008
We recommend you use the Firefox web browser and to clear your internet cache prior to accessing our download session. Also, make sure there are no spaces before and after the email and password when you copy and paste them. Thanks.

*Please make sure you are not accessing the download page through a proxy server.
I do not see the product I ordered in my download session
July 29th, 2008
Please contact our support team with the original order number or the email address used to purchase the product, and we will add the necessary products to your download session.
Ordering Questions
Do you ship to my country?
July 29th, 2008
Probably. We ship all over the world including: Australia, Germany, UK, France, Africa, Canada, Poland, New Zealand, Holland, Austria, Belgium, Mexico, Japan, Italy, Norway Etc. We will not process orders that we know can't be shipped and if a package is returned we will refund total purchase price if we are unable to ship.
When I add a product to the shopping cart it shows up empty. What should I do?
July 29th, 2008
Please contact us so we can help to resolve the problem. It may be webpage issue.
Can I order by phone?
July 29th, 2008
At this time we prefer online orders because they work directly with our inventory system. If you need to pay with a purchase order or other type of payment method please contact support.
Will I be charged International Customs fees?
July 29th, 2008
There is the possibility of international customs fees for international customers. The customs laws vary from country to country and we recommend you contact your customs office to find out the current import tax laws. These are not fees which are charged by Video Copilot.
Things to consider when placing the order to ensure that your order is processed in a smooth and timely manner
July 29th, 2008
Be sure to enter your shipping and billing addresses correctly when ordering to ensure quick processing. Also make sure that you enter your email address correctly and that it is currently active upon placing the order to ensure you receive the order confirmation and download details.
I have a question about a product I ordered. Who do I contact?
July 29th, 2008
Please contact support. Be sure to include your order number as well as your concern with the order.
Missing, Damaged or Bad Media
My package has not arrived yet. What should I do?
July 29th, 2008
Please contact us immediately and we will assist you. Sometimes packages get lost but we guarantee them or your money back. Please don't wait too long to notify us if you suspect your package is missing. Remember international customers may have to wait for customs to clear before delivery.
I have Damaged or Bad Media, what should I do?
July 29th, 2008
Please contact support and we will work with you to troubleshoot and/or send out replacements if necessary.
My package did not contain all of the things I ordered, what should I do.
July 29th, 2008
Please contact us and we will arrange to send another package with the correct items. Some products are available as a download only. On the other hand if you receive something in addition to your order, enjoy it.