Ordering FAQ

Why are there no more boxed versions and printed reference manuals in the store?

As the leader in creation of natural digital environments, we are very aware of the need to reduce our carbon footprint, and our impact on the environment. With this in mind, we have decided to reduce our production of unnecessary paper-based products. This means we will no longer offer Boxed references for all Vue products going forward.

Just because Vue can create billions of trees doesn't mean we don't care about deforestation! ;-)

How long does it take to process orders?
Depending on your payment method (Credit Card, Paypal etc...), processing orders can take up to 4 business days.

How can I track the status of my order?
You can monitor the status of your order in realtime using our Online Order Monitoring system. You will need to provide your order number as well as the ZIP code of the destination.

What kind of payment do you accept?
We accept Credit Cards, Paypal payments and money transfers.
The credit cards accepted are: Visa and Master Cards. Please note we don't accept American Express Cards.

If for any reason you rather like doing a money transfer, our bank information is:

For payments in US$:

Account holder: E-on Software Sarl
HSBC Bank USA N.A. , East Plaza Buffelo, NY 14203-2801
Routing number: 021001088, Account number 738013668

For payments in Euros:

Account holder: E-on Software Sarl
Deutsche Bank AG, Paris France
IBAN: FR76 1778 9000 0110 5118 7400 080

Please note that the cost of a money transfer, if there is any, should be supported by the customer and not by e-on software. All download versions need to be paid in US$ to our HSBC account.

Who should I ask to get an invoice?
You can download a printable version here (the invoice is only available once your order has a "Shipped" status). You will be prompted for your order number and zip code.

Can I get another serial number if I misplace my product serial number?
No, it is your responsibility to keep track of your serial numbers. For boxed products, serial numbers are printed on the registration card inside the box. We recommend that you register your products as soon as you receive them. You can retrieve the serial number of registered product by logging into your account. You can also retrieve the serial numbers of products that you purchased as a download (click on the corresponding order in your account).

The download link that you sent me has expired. What can I do?
Simply connect to your account and click on the corresponding order in the order summary. The details of the order will be displayed with new download links.

What is the product return policy?
For Download Versions, you can ask our sales representatives for a refund within 5 days after the download period has expired. A 15% processing fee will be charged on the total amount to be refunded.
For Physical (boxed) products, you will have to return the product unopened within 7 days of receipt. A 15% restocking fee will be charged on the product price. The shipping charges from our stocks to you will not be refunded. The return shipment is at your charge. You will get the refund only when the product is back to our stocks.
Products that are "Licenses Only" (such as Rendercow Packs, RenderNode Licenses, Vue Artist Modules, etc.) are non returnable.
3rd Party products (such as Poser, Shade, Training materials...) are non returnable.

Please return your products to:
  • If you live in the US or Canada:
    e-on Software INC
    Products Returns
    6107 SW Murray Blvd. #264, Beaverton
    Oregon 97008-4467
  • If you live outside US and Canada:
    e-on Software Europe
    Products Returns
    68 Avenue Parmentier
    75011 Paris France