# Support policy

Source: https://themes.spicydesign.ca/help/support/policy/
Updated: 2026-11-12

What free theme support covers, what it does not, our hours and reply times, and what to do before you write to us.


Support is free. We reply within 2 business days by email, and we fix bugs in an unmodified theme.

## What we cover

| We help with | We do not help with |
| --- | --- |
| Questions about features and settings | Custom code, including code written by AI |
| Bugs in an unmodified theme | Third-party apps |
| Whether a Shopify feature works with your theme | Shopify admin, billing and checkout |
| | SEO and speed audits |
| | Tracking code |
| | Installing updates for you |

For custom code, ask a [Shopify Partner](https://www.shopify.com/partners/directory). For Shopify admin, billing and checkout, contact [Shopify Support](https://help.shopify.com/).

## Hours and reply times

| Item | Detail |
| --- | --- |
| First reply | Within 2 business days (we aim for 1) |
| Critical bugs | Same business day |
| Hours | Monday to Friday, 9:00 to 17:00 Eastern Time |
| Closed | Canadian public holidays |
| How | Email through the [contact form](https://themes.spicydesign.ca/help/support/contact/). No phone or chat. |
| Language | English only |

## Before you write

1. Check the [FAQ](https://themes.spicydesign.ca/help/faq/) and [Fix a problem](https://themes.spicydesign.ca/help/faq/troubleshooting/).
2. Duplicate your theme and turn off apps one by one to see if the problem goes away.
3. Note your store URL, theme version, style and the page with the problem.

> **Duplicate your theme first:** Before you edit code or add apps, duplicate your theme and work on the copy. Code edits are not supported and are lost when you update.
## Good to know

- **License:** One license covers one store. Shopify handles billing and refunds.
- **Conduct:** Please be kind. We can stop support for abusive messages.
- **Scams:** We never ask for your admin password. We only ask for a [collaborator request code](https://themes.spicydesign.ca/help/support/store-access/).
- **Versions:** We support the latest version. See [supported versions](https://themes.spicydesign.ca/help/support/supported-versions/).
- **Privacy:** See the [privacy notice](https://themes.spicydesign.ca/help/support/privacy/).