ONLINE SHOP FAQ
What are the delivery charges for orders from the Online Shop?
Which payment methods are accepted in the Online Shop?
We accept payment by credit card (VISA / MasterCard / AMERICAN EXPRESS / JCB / Diner's Club International), by debit card (VISA, Carte Bleue, Carte Bancaire), by direct bank transfer services (SOFORT Banking, iDEAL) and by PayPal. German customers are also able to pay via pre-payment (Vorkasse) or cash on delivery (Nachnahme).
How long will delivery take?
How secure is shopping in the Online Shop? Is my data protected?
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.
Can I try the product out before I buy?
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.
What is the difference between a download version and a boxed version?
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.
Is it possible to receive the serial number by email before my package arrives?
No. If you buy a boxed product, please wait for your delivery - the serial number is in the product box.
What exactly happens after ordering?
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.
Why have I not received an order confirmation?
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.
Do I receive an invoice for my order?
Yes. You will receive your invoice in PDF format via e-mail when your order is sent out to you.
I have not yet received my delivery, although the stated delivery time has passed.
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.
Do I have to pay a customs duty for the goods if I order from Native Instruments?
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.
I haven't received a serial number for my download product.
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.
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 NI products available for sale at a third-party shop. Are these safe to buy?
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.
Can I cancel my purchase?
You can cancel your order within two weeks of receiving the first goods delivery in writing or by e-mail (excluding customers in Japan). 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.
I have lost my DVD or CD. / My DVD or CD is damaged.
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.
My download is lost. Can I receive a new download link?
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.
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?
The abbreviation VAT stands for value added tax and is an indirect tax. If you have a company within the EU (but outside of Germany, France, or England) and you have a valid and registered VAT ID in the EU, then you can register as a business customer by entering the VAT ID in the field provided. The German VAT is then deducted automatically from the gross sales price. Before entering your tax code, please make sure that you are authorized to purchase without VAT within the EU – otherwise, please leave the optional VAT ID field blank.
May I pay in US dollars or another currency other than euros?
Orders from the following countries will be exclusively charged in EURO:
Why is there a P65 warning sticker on my product?
These stickers are only on products sold in California, USA. We’ve added these notifications in order to comply with Proposition 65 – a law that only applies in California. This law was originally passed to protect California drinking water, but it now requires manufacturers to notify California residents if their products contain even minuscule amounts of one of more than 900 listed chemicals. If you'd like to investigate this law further, follow this link to the California agency that oversees it.
|Orders from the following countries will be exclusively charged in EURO:|
|Holy See (Vatican City State)||Sweden|
HOW LONG WILL DELIVERY TAKE?
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. Standard Delivery shipments can´t be tracked.
|SHIPPING||Standard Delivery||Express Delivery*|
|Germany||2 working days (DHL)||1 working day (DHL Express)|
|Europe (EU)||2-4 working days (UPS Standard)||2 working days (DHL Express)|
11-14 working days
|3-4 working days (UPS Standard)|
2-3 working days
(Yamato Standard Home Delivery)
KOMPLETE KONTROL S88 : 3-5 working days (SEINO Standard)
Shipping to remote locations may take longer
|Taiwan, Singapore, South Korea||
4-5 working days
|Australia, New Zealand, Pacific Islands||
6-8 working days
|Rest of Asia, India||
7-9 working days
6-8 working days
3 working days (UPS 3-Day)
2 working days (UPS 2-Day)
1 working day (UPS Standard Overnight)
6-8 working days
(UPS Canada Standard)
|Central and South America||4-15 working days|
|Middle East, North Africa||
6-12 working days
|4-6 working days (DHL WPX)|
Up to 4 weeks
|4-6 working days (DHL WPX)|
18-22 working days
* All orders placed until 11am
will ship on the same day.
Delivery on Saturday is not included.