Support policy
Email support is available Monday to Friday with a typical 3-day response time. Shopify support is often the best option for platform issues or third party integrations.
Our support policy
Our support includes bug fixes and questions about built-in features and functionality. Our support does not include third party app integrations or code customizations.
✅ Questions about our themes features and functionality.
❌ Design or code customizations.
✅ Help setting up a theme's built-in features.
❌ Installing theme updates.
✅ Fixing bugs or issues in unmodified themes.
❌ Issues with the Shopify admin .
✅ Call support via scheduled meetings.
❌ Transferring customizations to an updated theme.
✅ 1-on-1 onboarding via scheduled meetings.
❌ Fixing and troubleshooting issues related to custom theme code.
❌ Support for integrations or third party apps.
Support limitations
Submitting multiple tickets for the same issue will move your request to the end of the queue, causing a delayed response.
Support is provided in english. We do our best to offer translated support when available.
Slab includes an annual license. Support is available for the duration of your active license. Once your license expires, support and updates are no longer included until renewed.
Themes are only licensed to the store that your originally purchased it for.
Unlicensed themes are not eligble to receive support or updates.
License transfers between stores are only available in rare cases and are not guaranteed.
We may block customers who enage in abusive behavior or inappropriate language.
Apps
Be careful when adding apps to your store. Some apps leave code in your theme even after removal, which can cause issues later. If you have problems, talk to a developer. We can't ensure all apps work with our themes due to the large number. For app issues, contact the app developer first; they're the experts.
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