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Support Policy

We offer free 6-month support and lifetime updates for our customers while using our Shopify Hydrogen theme. Please refer the following information for more details of our Support policy.

Documentation

Before reaching our Support team, the theme users can take a look on our documentation to be able to find the solution actively without waiting for our support.

Support channels:

Do feel free to contact us via:

Available hours

Our support team is available Monday - Friday, 9am - 6pm GMT+7. Please allow up to 24 hours for a support response. During holiday season, the response time can be delayed by hours.

Theme License

Theme is licensed to 1 store only per a purchase and may not be used in additional stores. Read full theme license information.

Support scopes

Theme support includes:

  • One-time free installation.
  • Fixing bugs or issues within unaltered theme installations.
  • Answering questions about the features of the theme and its settings.
  • Assistance in setting up features included with our theme.
  • Providing updated theme versions that you may use for future installations of the same theme without additional cost.

Out of scope support

Shopify Hydrogen support team serves the right to refuse or ask for the additional fee for the following tasks:

  • Installation task or Fixing bugs/issues related to the 3rd party app.
  • Fixing bugs/issues are caused by the theme customization which is not done by us.
  • The modification requirement relates to the result from the Speed checking site (PageSpeed Insights, GTmetrix, etc.)
  • Any changes or modifications to the design or code within our theme.
  • Troubleshooting issues directly related to Shopify's inner admin. For assistance with those, please contact 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.
  • Transferring prior code changes between themes or across theme versions.