Code of conduct

To maintain a fair and respectful experience for all merchants, we reserve the right to restrict access to support in cases of persistent misuse or extreme behavior.

Be kind and respectful

Our team is here to help. Please treat support staff with courtesy and respect. Abusive, threatening, or aggressive behavior will not be tolerated under any circumstances.

Negative reviews

Leaving a negative review to pressure our team or demand faster support is considered misuse of the system. It will not lead to quicker help. We handle all requests in the order they’re received and treat every merchant equally—regardless of reviews.

Use one channel at a time

Please avoid submitting the same request through multiple channels. This creates duplicate work and slows down response times for everyone.

Be honest and constructive

We value honest feedback. If something isn’t working for you, we want to know—but we ask that feedback be shared constructively and with context so we can better assist you and improve our themes.

Scope of support

Our team can help with setup questions, theme bugs, and default theme features. We’re not able to assist with theme customizations, third-party apps, or issues unrelated to our themes.

Respect response times

We aim to respond to every request as quickly as possible, but response times can vary depending on volume. Please be patient and allow our team the time they need to assist you thoroughly.