Support Policy
Our support team is available Monday–Friday. Review what is and is not covered before opening a ticket so we can help efficiently.
What We Can Help With
Included Support
- Pre‑purchase questions about the theme
- Fixing theme bugs or unexpected errors
- Guidance on using existing sections, blocks, and settings
Outside the Scope
Not Covered
- Custom development (new sections, bespoke features, adding new settings, custom CSS/JS requests)
- App integration work or debugging third‑party app code
- Checkout modifications (Shopify checkout is isolated – contact Shopify Support for checkout issues)
- General Shopify admin / business questions unrelated to the theme
How to Request Support
If your question fits within scope, submit a request:
- Contact Form
- Discord Community (connect with other store owners, share ideas, get informal help)
Provide Detail
Include:
- Clear steps to reproduce
- Expected vs actual result
- Screenshots or a short screen recording
- Store / theme context (duplicate, preview URL, etc.)
Best Practices Before Contacting Us
- Duplicate your live theme and test changes there.
- Disable recently added apps to rule out conflicts.
- Clear browser cache or test in a private window.
- Ensure core theme files were not heavily modified (extensive custom code may limit support).
Response Expectations
We aim to respond as quickly as possible within business days. Complex issues may require additional reproduction time.
Change / Escalation Notes
If a reported issue is a confirmed theme bug, a fix will be scheduled for an upcoming release. Critical regressions may trigger a patch update sooner.
Need something custom? Consider commissioning a developer—custom feature work is outside standard support.
INFO
Licensing questions? See the new Theme License page for permitted usage, transfers, and compliance.