Support policy

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. For Shopify admin, billing and checkout, contact Shopify Support.

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. No phone or chat.
Language	English only

Before you write

1. Check the FAQ and Fix a problem.
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.
• Versions: We support the latest version. See supported versions.
• Privacy: See the privacy notice.