Our support policy.
What theme support covers, what sits outside it, and how quickly you can expect to hear back from us.
Response times
We aim to answer every support request within 24 hours. At busier moments, please allow up to 1–2 business days for a reply.
Monday – Friday
Replies within 24 hours, and up to 1–2 business days when the queue is long.
Saturday – Sunday
Our support team is away at weekends. Requests are answered first thing Monday.
Included
What we offer
- Answers to general questions about the features and functionality of our themes.
- Assistance with theme setup and configuration.
- Resolution of bugs encountered during the theme setup process.
- Guidance on theme customizations, and recommendations for implementing the changes you want.
Out of scope
What we do not cover
- Custom coding requests, whether HTML, CSS or Liquid, for theme modifications.
- Installation of third-party plugins or apps. Please reach out to the app’s developer for assistance.
- Upgrading older themes to include features from newer versions.
- General questions about the Shopify platform or its administration. Shopify support answers those directly.
- Layout or design changes beyond the theme’s built-in settings.
- Issues caused by custom code or third-party customizations, including apps.
- Editing code to improve Google PageSpeed Insights scores.
Back up before you edit code.
Duplicate your theme before making custom code changes, so you can always revert if something goes wrong.
Not sure whether your question is covered? Ask anyway. We will tell you either way, and point you in the right direction.