ONLINE SHOP FAQ

What are the delivery charges for orders from the Online Shop?

Which payment methods are accepted in the Online Shop?

How long will delivery take?

How secure is shopping in the Online Shop? Is my data protected?

Can I try the product out before I buy?

What is the difference between a download version and a boxed version?

Is it possible to receive the serial number by email before my package arrives?

What exactly happens after ordering?

Why have I not received an order confirmation?

Do I receive an invoice for my order?

I have not yet received my delivery, although the stated delivery time has passed.

Do I have to pay a customs duty for the goods if I order from Native Instruments?

I haven't received a serial number for my download product.

I am having difficulties registering/activating my product.

I am having technical difficulties and have questions regarding my product.

I would like to sell a product and transfer it to another customer.

I saw Native Instruments products available for sale at a third-party shop, at much cheaper prices. Are these safe to buy?

Can I cancel a purchase?

I have lost my CD / my CD is damaged.

My download is lost. Can I receive a new download link?

Does Native Instruments offer Educational Versions of its products?

Is there an NI reseller in my area?

How can I contact NI?

What does "VAT" mean?

May I pay in US Dollars or another currency instead of EURO?

We ship worldwide without charging any additional shipping fees at all! If you would like to receive your goods faster, you can pay for express delivery during check-out.
More info on free and express delivery...

We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International) and by PayPal. German customers are also able to pay via pre-payment (Vorkasse) or cash on delivery (Nachnahme).
More info...

The following list serves as a rough guide, more exact shipping times for your country are given during check-out. Please note that there may be delays on rare occasions or in remote areas. Free shipments can´t be tracked.

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

We offer demo versions for most of our software, which you may download directly from our website. These versions are fully functional, but will close down automatically after 15 or 30 minutes. You will find the link for any available Demo in the left hand column of the respective product page. Furthermore, many resellers will also allow you to test our products before buying.

Any download version can be downloaded directly after your purchase - you will receive your personal serial number via e-mail. With a boxed version you´ll receive a physical product, and your personal serial number will be in the package.

No. If you buy a boxed product, please wait for your delivery - the serial number is in the product box.

After ordering you will promptly receive an order confirmation via e-mail. After the order has been processed in our database, the package will leave our warehouse on the same day, or, at the latest, the following work day. Orders via pre-payment (Vorkasse) are sent out on the day we receive the payment.

Some e-mail services incorrectly flag automated messages from our servers as spam - if you don´t receive anything, please check your spam folders first. You may also accidentally have provided an incorrect e-mail address - in this case please contact our Order-Support to check whether we received your order.

Yes. You will receive your invoice in PDF format via e-mail when your order is sent out to you.

On rare occasions or in remote areas there sometimes might be a delay. NI unfortunately has no influence on this. If the announced shipping times are exceeded significantly, please contact our Order-Support with your order number.

After a shipment reaches your country it might be subject to import duties and taxes. Additional charges for customs clearance must be paid by you; we have no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country, contact your local customs office for further information. To facilitate the customs process, we reserve the right to inform customs of the value of goods within the packages. For the same reason, customs officials are permitted to open packages. Native Instruments has no influence over this procedure.

Your serial number is sent automatically via e-mail within 30-120 minutes. Sometimes, though, it takes longer — even longer than 2 hours, so please consider this before contacting order support. Also, some e-mail services incorrectly flag automated messages from our servers as spam. If you don't receive anything, please check your spam folders. You can also log in to your personal account and find your serial number in the section My products and serials. If you can't find your serial number, please contact our Order-Support with your order number.

Please always use the newest version of our NI Service Center software, for hardware registrations please choose Hardware Registration. If you´re still experiencing difficulties, please contact our Registration Support .

If your issue is not covered in the manual or in our Knowledge Base, please contact our Technical Support.

Please contact our Registration Support . Please note that EDU licenses as well as downloaded "powered by" products are not resalable at all. Please refer to our Terms & Conditions for more extensive information.

No – download products are only available at the NI Online Shop. Please send us a link to the shop, and we'll take appropriate action. Boxed products, unless they're second hand, are however available at authorized dealers. If in doubt, please check with us and we'll confirm whether the shop is authorized or not.

You can cancel your order within two weeks of receiving the first goods delivery in writing or by e-mail. The above provision does not include software products opened by the customer or download versions for any product. Further information can be found in our Terms & Conditions.

Please refer to our Order-Support. Please make sure that your product has been registered with us, the process of ordering a new DVD can be sped up if you contact us using the e-mail address of your personal NI Account.

You can request a new download link in the Downloaded Products section in your My NI Account. If a product is not displayed there, as a registered user you can receive a new download link after contacting our Order-Support. The process of receiving a new download can be sped up if you contact us using the e-mail address of your personal NI Account.

Yes. We offer EDU licenses for students of universities, academies, conservatories and the SAE as well as for teachers and educational institutions. All information, a FAQ page and an order form can be found here.

A search engine for retailers selling Native Instruments products can be found here. If there is no reseller in your area, please contact the distributor for your country or order in our Online Shop.

Our full contact information can be found here.

VAT stands for "Value Added Tax", which is an indirect sales tax. If you live in the European Union (but outside of Germany) and are exempt from VAT, then you can fill in your VAT-ID (VAT No.) into the appropriate field of your account. You need to be registered as a business customer in order to be able to use this option. Before finalizing the order process the German VAT will be deducted from the sales price to avoid double taxation. Please make sure that you are actually exempted from VAT for purchases in the EU before you fill in your tax ID, otherwise please ignore the optional field for the VAT-ID.

Orders from the following countries will be exclusively charged in EURO: