Support

Have a question about your theme, or something that isn’t working as the docs describe? Send me a request with this form. I reply to every request within two business days.

Send a support request

Your request wasn't sent. Enter your first name. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Enter your last name. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Enter your email address, like name@example.com. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Enter your store's URL, like http://www.storename.myshopify.com. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Choose the theme your question is about. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Enter a subject of up to 150 characters. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Describe the problem in up to 5,000 characters. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Attach up to 5 images (PNG, JPEG, WebP, or GIF) or PDFs, about 10 MB in total. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Your browser didn't confirm the form came from this site. Reload the page and send it again. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. You've sent several requests in a short time. Wait a minute, then send it again. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. The spam check didn't pass. Reload the page and send it again. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. Your request couldn't be sent, so nothing reached me. Wait a few minutes, then send it again. To get back what you typed, use your browser's Back button, then attach any files again.

Your request wasn't sent. The form couldn't be read. Reload the page and send it again. To get back what you typed, use your browser's Back button, then attach any files again.

Every field is required except files.

First name

Last name

I'll reply to this address.

Store URL

For example, http://www.storename.myshopify.com

Theme

Subject

A short summary. It becomes the subject line of your request.

Describe the problem

What you expected, what happened instead, and the page or section where it happens.

Screenshots or files (optional)

Up to 5 images (PNG, JPEG, WebP, or GIF) or PDFs, about 10 MB in total. Leave out passwords and customer details.

I'll never ask for your store password, either your Shopify login or your online store's password, so please don't send it. How this form handles your information.

What the form's error messages mean

If the form sends you back with an error, nothing was sent. Fix what the message says, then send it again.

first-name: Enter your first name.
last-name: Enter your last name.
email: Enter your email address, like name@example.com.
store-url: Enter your store's URL, like http://www.storename.myshopify.com.
theme: Choose the theme your question is about.
subject: Enter a subject of up to 150 characters.
message: Describe the problem in up to 5,000 characters.
files: Attach up to 5 images (PNG, JPEG, WebP, or GIF) or PDFs, about 10 MB in total.
origin: Your browser didn't confirm the form came from this site. Reload the page and send it again.
rate-limit: You've sent several requests in a short time. Wait a minute, then send it again.
verification: The spam check didn't pass. Reload the page and send it again.
send: Your request couldn't be sent, so nothing reached me. Wait a few minutes, then send it again.
form: The form couldn't be read. Reload the page and send it again.

Support policy

What support covers

Bug fixes. If something in the theme doesn’t work as its docs describe, like a broken layout, a dead link, or a setting that does nothing, I’ll fix it.
Questions about the theme. How to set up its sections, blocks, and theme settings, and how its features work.
Questions about updates. How to update to a new version of the theme, and what changed in each version.

What support doesn’t cover

Customizations. Changing how the theme looks or works beyond what its settings allow.
App integrations. Making a third-party app work with the theme, or placing an app’s features inside it.
Custom code changes. Edits to the theme’s code, or help with code someone else added. The code is the theme’s Liquid, CSS, and JavaScript files (Liquid is Shopify’s template language).
Help with theme updates. Updating the theme for you, or moving custom code changes from your current theme into a new version.
Other extra services. For example, store setup, design, or adding your products and content.

These services aren’t part of the theme’s price. For them, I suggest hiring a Shopify Partner (an independent expert Shopify lists for this kind of work). You can find one in the Shopify Partner Directory.

How fast I reply

I reply to every support request within two business days. My business days are Monday to Friday, 9 am to 5 pm Sydney time.
I fix critical bugs immediately. A critical bug is one that stops your store from working, for example when customers can’t add products to their cart or check out.
Other bugs I fix promptly, in a theme update.

Custom code tutorials

These docs have no custom code tutorials, and support doesn’t cover changes to a theme’s code. If you’d like a change that the theme’s settings can’t make, hire a Shopify Partner. Ask them to duplicate your theme first, so your live store keeps working while they make the change.

Your store URL is safe to share. It’s either your store’s own web address or its myshopify.com address, which you’ll find in your Shopify admin under Settings > Domains.
I’ll never ask for your store password. That means your Shopify login, and also your online store’s password if your store isn’t open to the public yet. If someone asks for either in my name, it isn’t me. Please don’t include them in the form or in an email.
If I need to see inside your Shopify admin, I’ll send you a collaborator request. A collaborator request asks for limited access to your admin, without a password.
- Shopify may ask me for your store’s 4-digit collaborator request code first. It’s safe to share: it lets me send a request, not see your store. You’ll find it in your Shopify admin under Settings > Users, then Security.
- To review the request, go to Settings > Users, select Requests, then select my request. You can change which parts of your admin I can reach before you select Accept request.
- You can remove my access at any time. Shopify explains each step in collaborator accounts.
Screenshots help. Attach up to 5 to the form. Crop out customer details, order information, and anything else private first.