General questions

I'm using other 3D program (C4D, Blender, Sketchup, etc.)
- You can purchase our single products in the "3D Models" section because they are mostly provided with FBX files so you may bring them into other 3D programs (C4D, Blender, Sketchup, Lumion, Revit, Maya, etc.)
- Most 3D programs allow FBX import (check if yours can import .FBX files)
- Please, also check on the product page if FBX format is available before purchase.
- For NM-Lab System™ & Environment Packs, we couldn’t remain the same offer policy because of their tight dependencies to Forest Pack Pro plug-in, exclusively dedicated to 3ds Max users and also, not handled within the FBX exporting process.
What rendering engines are your products dedicated to?
Corona renderer and Vray (some rare products are also compatible with Octane Render, each formats is specified on the product page).
If you have another renderer, you can create a new shader from the textures folder.
What rendering engine did you use for product's previews?
The previews are almost all rendered with Corona Renderer.
What is the difference between [Standard Version] and (Single Engine) version?
The [Standard Version], as the name suggest, is the full version of the product with the original price.
The (Single Engine) version is the same product but fully dedicated to the renderer of your choice.
We offer you the opportunity to access the products based on your workflow and, in this way, obtain a lower price.
Read more about pricing policy here.
In [Standard Version] products, you did'nt mention 3dsMax version and rendering engine version. Is it based on (single engine) version?
Absolutely, the (single engine) versions are extracted from [standard version].
Contact our support
Please use the form at the bottom of this page.

Payments, Tax & Refund

What forms of payment do you accept?
- Credit Card (Visa, Mastercard, American Express, etc.) with Stripe
- Paypal
I would like to purchase with my Credit Card but I only see Paypal button. Where is the Credit Card button?
On the checkout page, bellow your billing address form, click on "Continue to payment"
You will find all payment option (Credit Card or Paypal)
I'm EU business customer (EU B2B), how to be exempted from VAT?
EU business customers (except France) may be exempted from VAT.
First, you need to have an account on the store, then, enter your VAT ID on your customer account page at the bottom left, then click on "Save VAT ID".
In this way, you VAT ID will be saved to your account.
Please check carfully if the VAT exempt works on the last checkout page before paying your order.
If VAT exempt doesn't work, contact us before paying your order (No VAT refund will be given)
I am eligible for VAT exemption (EU B2B), but I realized after making the purchase that it was not applied. Can I request a VAT refund after the purchase?
As a customer, you have acknowledged and accepted our terms & conditions . It was your responsibility to ensure that VAT has been correctly exempted on the checkout page before paying for your order.
Therefore, no VAT refund will be given and any request for a VAT refund will be denied.
Regardless, we are not tax experts, but you may be able to claim a deduction for the VAT applied to this purchase in your annual VAT return. We recommend consulting with your accountant for any tax-related questions.
So please check carefully if the VAT exempt works on the last checkout page before paying your order.
If VAT exempt doesn't work, contact us before paying your order.
Refund policy
Since Nouvelle Mesure Lab is offering non-tangible/irrevocable goods (digital products) which cannot be returned, no refund or exchange will be given for mistakenly purchased wrong format(s)/product(s) or due to dissatisfaction.
So please check carefully format(s) & 3ds max version when paying for your order.
I have mistakenly purchased the wrong format(s)/product(s). Can I request a file format exchange?
- If you have not downloaded the file(s), we can make a format exchange.
- If you have already downloaded the file(s), any exchange request will be refused. It is therefore unnecessary to contact us for this type of request.
As this is non-tangible, irrevocable goods we do not issue exchange once the order is accomplished and our tracking software showed that you have downloaded the file(s).

Downloads

How does sending files work?
Once your order is confirmed :
- Wait one minute on the order page during the preparation download process.
- We also sent you a download link(s) email:
Subject : [Nouvelle Mesure Lab] Order #1234 Your downloads are ready
Notes: For our free products, digital files are only delivered by email.
Where is my donwload link e-mail?
Once you have purchased a product, you will automatically receive a download link by email within one minute.
E-mail subject : "Your downloads are ready".
Please, before contacting us :
- Wait 1 minute so that your donwload links are ready.
- Check your inbox promotion or social section (some mail algorithm classification are capricious).
- Check your spam or bulk email folder.
- Search "Your downloads are ready" in your inbox search bar.
Is the download link limited? why?
Yes, each product has a download expiry limited up to 3 (three) times, so keep your downloaded products and your links safely protected ! This limitation is present to avoid any fraudulent act of file sharing contrary to our terms & conditions
How to download the latest product update?
When a product is updated, you will receive an email from Nouvelle Mesure Lab entitled: "Update available for "TheNameOfTheConcernedProduct"
Please, before contacting us:
- Search "Nouvelle Mesure Lab Update available for " in your inbox search bar.
- Check your inbox promotion or social section (some mail algorithm classification are capricious).
- Check your spam or bulk email folder.

Invoices

How to download my invoice?
- You can download your invoice on your account page.
- Or download it from the link in your order confirmation email (click on "Download your PDF invoice")
I don't find my order confirmation in my mailbox
Before contacting us, we suggest you to:
- check your spam, promotion or bulk email folder
- Type the words below in your mailbox search bar: "nouvelle mesure lab order confirmed "
Can you modify my invoice?
The invoice is automatically generated and sent by Shopify bot based on the data you entered.
Unfortunately we do not have the possibility to modify the invoice once it has been generated.
Please ensure that you do not make any mistakes when entering your details before purchasing.

NM-Lab System™

NM-Lab System™ requirements
- 3ds Max 2015 or above
- Forest Pack Pro 5.4.0 (itoo software) or above
- Corona renderer or Vray
What is the "All-In-One Distribution" feature ?
This means that NM-Lab System™ works with only one ForestPack Pro object.
This is one of the most powerful feature allowing you to create & manage realistic environments in seconds.
Can I see a demo of NM-Lab System™
Yes, here is NM-Lab System™ Quick Demo
How can I download NM-Lab System™ Manual?
Since April 2022 update, you can simply download the NM-Lab System™ Manual by scanning the QR code in your .max file
The System doesn't seem to work properly after merging into my scene.
Here are some quick points to check :
- Make sure that all system textures are found by 3dsMax
- Make sure you have applied a 5x5m UVWmap modifier on your scene terrain
- Make sure you didn't change the distribution setting in ForestPack
Anyway, please read the NM-Lab System Manual, simply scan the QR-Code in your System-Card and download it.

Environment Packs

What is included in your "Environment Packs"?
Our environment packs include 2 max files :
- Assets max file
- Scene max file : the whole 3d scene showed in previews and distributed with ForestPackPro
Do your environment packs come with the lighting and the cameras you used for your previews?
- Our environment packs previews are lighted with HDRi from other campagnies we can not include in our products. Also, please note that each shots are often lighted with different HDRi rotation or HDRi file in the same pack.
- Our environment packs are provided without cameras we used for preview, you get a clean default scene.
Why I don’t get exactly the same rendering look, comparing to your previews on “the Lab”?
When you open the file you may get a different rendering look because :
- In our previews, we use HDRi (from some company we can not include in our digitals products). As a result, our HDRi lighting is different & adaptated for each previews. When you will open our scene, there is just one default sun, it's up to you to replace it and find the right lighting for each shots!
- We happen to use fog (volumetrics) for some rendering and we prefer to give you a clean default scene.
- Sometimes we have duplicated terrain (instanced) and rotated it to give more depth in our previews.
- The previews are rendered with Corona. Vray versions may look slightly different.
- Our product does not contain cameras we used for previews.
Can you tell me/us which HDRi did you use in your environment pack's preview?
We have done hundreds of previews, often, several different HDRi are used in the same pack's preview, some are also combined with direct sun lighting.
We obviously don't memorize all these lighting settings for each shot.
We sell assets and structured scenes, we don't sell renders. It's up to you to look for some beautiful lighting. Sure you will!

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No answer to your question?
Our customer support is available Monday to Friday: 8am-7:30pm (UTC+1)