Customer Care
The 3D Model Unity Customer Care team is available to assist you with order management, downloads, technical issues, license clarifications and account questions.
How can we help?
Order assistance
For questions about a recent purchase — credit package payment, download issues, missing files or incorrect product delivered — contact the 3DM team via the email address shown on your order confirmation. Please include your order ID for faster handling.
Technical support
If you experience technical issues opening or rendering a 3DM file (corrupted download, missing geometry, broken material references, software compatibility), contact the 3DM technical team. Most issues are resolved within 1-2 working days.
License clarifications
For questions about the use of a 3DM model within a specific commercial project (advertising, broadcasting, large-scale archviz, NFT or product photorealism), see the Licenses page or contact the 3DM team for a written confirmation.
Account management
For password reset, account closure, payment information update or to download an invoice, log into your 3DM account from the top-right corner of the website. For account-related issues that cannot be solved from the dashboard, contact the 3DM team.
Refunds
For refund requests due to technical issues, see the Refund Policy page and contact the 3DM team with the order ID and a description of the issue.
Author and brand collaborations
For questions about becoming a 3DM author or about brand collaborations, see 3D Assets Authors and Collaborate with 3D Model Unity.
Response time
The 3DM Customer Care team replies to all requests within 1-3 working days, Monday to Friday excluding Italian holidays.
