Support Policy

 

Our support team is available Monday - Friday 9am - 5pm EST. Please allow up to 24 hours for a support response, in some instance it may be minutes or a few hours depending on the volume of tickets that we are working on, all, however, are handled in the order that they were received. Please do not send follow-up requests until you have heard from us. Each new email will renew the timing of your initial query moving you further down the queue.

Shopify Themes are licensed to 1 store only per purchase and may not be used in additional stores. We provide free theme support for non-legacy theme versions shown on our support page. Support does not include modifying the original source code (per ours or Shopify's terms of service), we also can not offer step by step instructions on how to perform specific code changes.

If you need help debugging an issue with third party code, we offer this service to help isolate the problem. 

For modifications please see our services page.

All Shopify merchants who have purchased a theme via Shopifys theme store or directly from ourselves may update their theme to a newer version at any time in the future.

Theme support and theme updates are not available to merchants who have purchased themes from any other source.

We reserve the right to refuse or deny support service at our discretion. Abusive comments aimed at members of our support team will result in an instant and irreversible denial of all further services.

Full Support:

Available for all non-legacy OS2.0 theme versions.
OS2.0 theme versions are:

  • Testament version 8.0.0 and upward
  • Icon version 8.0.0 and upward
  • Fashionopolism version 7.0.0 and upward
  • Mr Parker version 8.0.0 and upward
  • Vantage version 8.0.0 and upward
  • Foodie version 2.0.0 and upward

All earlier theme releases are considered legacy themes which are offered with reduced support. You may update a legacy theme version to the latest at any time  for free to resume full support.

Legacy Theme Support:

Support for pre OS2.0 theme versions is limited to theme bugs and usage questions only. Support for page speed, structured data, or any Shopify-deprecated features and functions is not available.
If for any reason you do not want to update to a later theme version we do offer monthly plans for extended support that do include full support for legacy theme versions.

Theme support includes:

  • Fixing bugs or issues within clean, unaltered theme installations.
  • Answering questions about the features of our themes and their settings.
  • Assistance in setting up features included with our themes.
  • Providing updated theme versions that you may use for future installations of the same theme without additional cost.

Theme support does not include

  • Any changes or modifications to the design or code within our themes, or theme updates, free of charge.
  • Troubleshooting issues directly related to Shopify's inner admin. For assistance with those please refer to Shopify support.
  • Troubleshooting or debugging broken code or functionality related to a theme modification or app installation. We recommend reverting all modifications back to the original theme source code or removing conflicting apps to ensure the smooth operation of our themes.
  • Instructions on how to perform code changes.
  • Transferring prior code changes between themes or across theme versions.
  • Installation or removal of third party plugins or apps.
  • Unlimited support questions. It is uncommon however customers who are taking advantage of our theme support may find their support limited or restricted.

Updates are optional, changes in design will often be a factor where new code is used to improve performance, functionality and stability of themes and the options that they carry. Our team can not assist in making your new theme version look like your old theme version in the event of changes in design free of charge. We do, however, have paid services available to assist you, or please reach out to our support team for a quote.