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.

What we cover

• ✅ Questions about our themes features and functionality.

• ✅ Help setting up a theme's built-in features.

• ✅ Fixing bugs or issues in unmodified themes.

• ✅ Call support via scheduled meetings.

• ✅ 1-on-1 onboarding via scheduled meetings.

What we don't cover

• ❌ Support for integrations or third party apps (Contact the app developer for help as it is their responsibility to handle app installation.)

• ❌ Fixing and troubleshooting issues related to custom theme code.

• ❌ Transferring customizations to an updated theme.

• ❌ Issues with the Shopify admin.

• ❌ Design or code customizations.

• ❌ Installing theme updates.

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.

• All theme purchases include lifetime support. However, we offer limited support for versions over a year old. Upgrading to the latest version is may be required for technical support.

• Themes are only licensed to the store that your originally purchased it for.

• Unlicensed themes are not eligble to receive support or updates.

• Contact Shopify if you'd like to transfer a theme license from one store to another.

• 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.