When is my credit card charged?

Your credit card gets charged immediately after you submit your credit card information. Please allow 0-24 hours for processing depending on the banking institution of your credit card. We'll send you a confirmation email of this activity within 24hrs of payment.

Why do I have to enter my credit card again after my first composition is delivered?

All of our Packages require a 2 step payment plan to ensure the client is satisfied with the initial design composition. After you make your first payment, you are allowed to review your initial design composition before making your second payment. You then have the option to cancel your project or continue by making the final payment on the project. Upon receipt of your final payment your project immediately continues development.

I live outside of the U.S. Can I place an order on Protomine?

While we accept international credit cards and we can ship other orders internationally, we can not guarantee shipments for users who live outside of the United States.

Problems with charging

At Protomine we take your credit card security very seriously. If you believe that fraudulent charges have appeared in connection with your Protomine account, please contact service@protomine.com so we can investigate this immediately.

• Please check to be sure you've got the correct number and expiration date, and that the billing address you entered matches the billing zip code on file with your credit card company.

• If your card is at or near the credit or debit limit, it may be declined. In order to validate the card, we ask the credit card company to authorize a charge of $1.00. This is only an authorization, not an actual charge. However, if the card doesn't have enough available credit, it will be declined.

• Your credit card company may be refusing to validate your credit card. When you give us the credit card number, we send it immediately to our credit card processor, who deals directly with your credit card company. The credit card companies don't always tell us what is wrong or why a card is being classified as invalid. If this is the case, please contact your credit card company directly.

• A temporary technical problem with your browser, computer or the Internet can also cause denials. Or, if you're trying to supply the number at a time when the Protomine website is undergoing routine maintenance, this can cause a denial, too. These types of problems will disappear if you exit your browser and return in a few hours. While we'd like to be able to pinpoint the problem with your credit card and solve it immediately, this is one matter that is sometimes beyond our control. If it continues to happen, we suggest contacting your credit card company to see if there's a problem or if they have suggestions.

You want to cancel your order.

Once an order is placed, it is accepted immediately and your project process begins. Because orders are immediately fulfilled and developers are procured, we do not have the ability to cancel an order in after it has been submitted.

Still have questions?

If you still need help, please contact us by email at service@protomine.com or call us at 1(877)897-8804 to speak with a live Customer Service Operator. All emails receive reply within 4 hours during regular business hours.

Uploading Your Design

Uploading graphics to your presentation takes place in your dashboard.
Simply log in, locate the desired project and begin uploading directly from your computer to the dashboard.

The Development Clock

The Protomine process is based on a 24 hour cycle. The client (you) must respond within 24 hours to each step of the process in order to maintain the 24 hour turn around cycle. In order to properly schedule our developers we must ensure that there is continued work available for each developer. Any project step that is not responded to within 24 hours will automatically default the project into a 72 hour status.
The 72 hour status means that each composition cycle will be delivered by our developers within 72 hours of the client submitting revisions.

The Revision Process

Once you receive your design composition you can immediately open, view, rotate and make revisions (corrections) directly on your 3d PDF file that is sent to you by your developer. Once you have completed your revisions simply upload to your dashboard from your computer and submit. It's that easy. You will receive your revised composition within 24 hours at which point you can choose to revise again (You are allowed 3 revision cycles) or finalize your project.

Project Finalization

Project Finalization means you are no longer able to make revisions to you design. The finalized composition will be used to create your entire graphics package.
Once you have finalized your project or your revision cycles run out, your developer will complete your 3d graphics package within 24 hours. You can then download your graphics and continue on building your presentation and submitting to product manufacturers.

Using the Marketing Guides

Using the marketing guides is easy. Once you have finalized your 3d graphics package you can immediately begin building your product presentation in your private dashboard. Simply follow the step by step guide in the downloadable guide which is provided for you in your presentation package. Once you have completed the guide you can input your product information to your product presentation to create an exciting representation of your product design.