Support policy
What we help with, how fast we reply, and how to get the quickest answer.
How fast we reply
We answer every request within two business days, Monday to Friday. Most get a reply sooner.
What we help with
- Setting up the theme and its sections
- How a setting or feature works
- Bugs in the theme’s own code, which we fix in an update
- Questions about the product details fields
What we can’t help with
- Changes to the theme’s code, or problems caused by edited code
- Setting up or fixing third-party apps
- Design or customization work
For custom work, we suggest hiring a Shopify Partner.
Get the quickest answer
Use the support form and include:
- Your store address, for example
yourstore.myshopify.com - The page and the section where you see the problem
- What you expected, and what happened instead
- A screenshot or a short screen recording
Editing code
If you follow a guide that changes the theme’s code, duplicate your theme first and work on the copy. Code changes are not supported and are not carried over when you update.