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· After I placing my order, how long does it normally take to receive my passwords?

· I've ordered through PayPal, but haven't received any emails. What's going on?

· Why does it take so long to receive my passwords?

· I received a receipt for payment, but haven't received my files. Is there a problem?

· Where can I find the passwords to open my files?

· I'm having trouble downloading files from your site. What can I do to fix this?

· I've lost the email that had my passwords. Can you send them again?

· I'm having problems installing my new trainset. Can you help?

· Will you be doing "X" set of locomotives or repaints?

· Can I repaint one of your locomotives or passengers cars for public upload?

· What items are you planning for the future?

· I would like to contribute photos and/or reference material. How do I do this?

· Are you looking for new beta testers?
After I placing my order, how long does it normally take to receive my passwords?
Passwords (keycodes) are sent once the order has been processed here at 3DTrains. In most cases, this is taken care of within an hour after the order's been placed, but can take up to a day in rare instances. Please be patient while waiting for your keycodes.
I've ordered through PayPal, but haven't received any emails. What's going on?
Several things may be happening:
  1. The order is new and hasn't yet been processed. Please allow a few more hours for the order to go through.
  2. Your email address for your PayPal account doesn't match what you're currently using. You'll need to update your email address at PayPal and inform us of the change.
  3. Your email program might have thought our email was SPAM, and thus deleted or removed it from your inbox. Please check your email settings before placing your order.
Why does it take so long to receive my passwords?
We carefully process each order manually, which helps protect you against unauthorized use of your credit card, as well as to help prevent duplicate orders. We apologize for any inconvenience this may cause.
I received a receipt for payment, but haven't received my files. Is there a problem?
Your email program might have thought our email was SPAM, and thus deleted or removed it from your inbox. Please check your email settings before placing your order.
Where can I find the passwords to open my files?
The passwords (keycodes) are located in the email you receive from us regarding your order.
I'm having trouble downloading files from your site. What can I do to fix this?
We use a download script to protect our bandwidth, and the problem you're experiencing is likely one or more of the following:
  1. You haven't disabled your software firewall, or haven't set it to allow "www.3dtrains.com" to the list of allowable sites.
  2. You haven't disabled pop-up blockers.
  3. You're right-clicking the links, instead of left-clicking them.
  4. You're using a unsupported or out-dated browser (the download script should work fine for IE6, Netscape, Opera and Thunderbird).
I've lost the email that had my passwords. Can you send them again?
Yes. We keep all records of all transactions, so all we need is the approximate date of purchase, and the email address used when placing the order. Please also indicate whether the purchase was made through PayPal or SWREG.
I'm having problems installing my new trainset. Can you help?
Yes. If you're experiencing problems opening or installing your new files, by all means drop us an email and let us know. You may also use our online forums, where you'll find plenty of friendly folks willing to lend a hand and assist you in getting up and running.
Will you be doing "X" set of locomotives or repaints?
There are literally hundreds of trainsets and routes we would like to create. Of course, we can't do them all, but if there's something you're interested in then by all means let us know and we'll see if it's something we can consider for a future project.
Can I repaint one of your locomotives or passengers cars for public upload?
Yes, of course! Our only requirement is that you follow the guidelines in the Distribution.txt that we include with each set. You may not however, upload any files which contain our cab views, sound data, or commercial model files.
What items are you planning for the future?
We have quite a few irons in the fire. These will be announced on the 3DTrains Online Forums.
I would like to contribute photos and/or reference material. How do I do this?
Contributions are always welcome, and we're always on the lookout for information and photos for our projects. If you have any railroad-related reference material you believe we can use and you would like to contribute, please and let us know.
Are you looking for new beta testers?
We're always on the look-out for energetic folks to test our products. If you would like to be added to our beta request list, please drop us an email with your full name and forum user handle. There's no guarantee that you'll get accepted, but you can't get on if you don't try!
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