We are moving to new systems and will no longer be able to offer card payment. Due to this change our response time is longer than usual. We appreciate you patience

Support

Based on our long experience in the computer graphics and 3D hardware industries, and also from our close collaboration with suppliers and manufacturers, we can help you with your technical problems. In practice, our support helps you get production results faster, avoid being slowed down by technical issues, and become more profitable in your operation. Feel free to contact us for a more detailed support description.

Free technical support

In accordance with manufacturer support terms, we offer free technical support for all our customers who have purchased products from us. This means we help you with technical issues so that you can get your software and hardware products to work properly and also provide you with the necessary information to keep them updated.

A queue system is used to answer the questions in chronological order.

Things to keep in mind when obtaining support

Try to include the following information in your question. That will facilitate our services and allow us to answer you quickly.

  • A detailed presentation of your question

  • When does the defect manifest? Does it recur several times?

  • What software and version are you using?

  • What is the name of any service packs you have installed for the software?

  • What is the name, version, and service package of the operating system you are using (Linux, Mac OS, Windows)?

  • Attach screenshots of the interface of the software with any instructions and error messages

  • If you can, attach files related to the problem, such as a 3D graphics file, including textures

  • Avoid attaching files larger than 8 MB to an email. Use Dropbox or another file-sharing service in such cases. We recommend Flickr for sending multiple screenshots.

Response times

Our office hours are 8 AM – 5 PM CET/CEST. During this time we try to solve as many support cases as possible. Due to the various complexity of the support cases, we cannot guarantee them to be solved within a certain time frame. In most cases you will be helped within 48 hours, and often sooner than that.

Summer Holiday

Our office is closed 15th-30th of July during summer vacation, during this time no orders or support tasks will be handled.

Advice

We will provide free advice to familiarise you with various kinds of computer graphics software and their potential uses. If you turn to us as a sounding board and describe your objectives, we will be better positioned to suggest tools that are most appropriate in your particular case. Feel free to contact us for information about our advisory services.

Delivery service and returns of hardware

It is of the utmost importance that you pack your equipment securely before transporting it. Whenever possible, use the original container that you received the product in. When choosing another container, you should send photos of your method to support@creativetools.se in advance.

As we have discontinued selling hardware, we regret to inform you that we will no longer be able to provide technical support for hardware-related issues. We understand this may cause inconvenience and we apologize for that. However, please note that our warranty remains in place as usual. If we ask you to return a 3D-printer to us, it is extra important that you fasten the axles with several strong straps or wind the cord a number of times so they stay in place during transport. Customers frequently send equipment for maintenance or warranted repair in such a manner that it is completely broken upon arrival. Sometimes there is no way to put it back together again.

It is your responsibility to pack the product correctly. We do not provide compensation for goods that are damaged during transport due to poor packaging or insufficient fastening of moveable parts. Make sure to contact our customer support before sending a product if you are uncertain about how to pack it.

Contact details

Email: support@creativetools.se or call +46 (0)35-77 77 880 with your question instead and we will assist you in your support matter.