Theme support

Get quick help and support for customizations, browser compatibility, advanced features, and finding expert assistance — ensuring a smooth and flexible store setup using the latest theme technology.

Last updated About 2 months ago

Helpful links

  1. https://community.shopify.com/c/shopify-design/bd-p/ecommerce-design

  2. https://community.shopify.com/c/shopify-discussion/bd-p/ecommerce-site-review

  3. https://apps.shopify.com/

Introduction

Before you start customizing your theme, it is important to understand the level of support available. For basic customizations, support is usually available from the theme developer. If you want to make bigger changes, review additional resources for theme support to ensure you have all the help you need.

To fully understand what customizations may not be supported, always check the design policy for more details.

💡 Tip: If you need expert help with customizations, you can hire a professional to support your needs.

Where to find support for your theme

Your support options depend on who created your theme. Knowing where to find help will make it easier for you to solve issues and enjoy all of your theme’s powerful features.

Support for free themes

  1. Free themes typically offer support for small changes and general questions.

  2. Stores on the Basic plan or higher can access up to 60 minutes of complimentary design support, provided in 15-minute increments.

  3. Always review the design policy to confirm your request is eligible for support.

Support for paid themes

  1. Paid themes come with support directly from the third-party developer.

  2. You can review the documentation or contact the developer’s team for theme-related help.

  3. Most third-party developers do not provide custom coding as part of their standard support.

  4. For advanced changes, consider working with a theme expert.

Accessing theme support and documentation

  1. In your admin, navigate to Online Store and select Themes.

  2. Locate the theme you want to manage, then select Customize.

  3. Open Theme actions.

  4. Click View documentation or Get support for additional assistance.

Design policy

Support teams are happy to help you with minor design changes for free themes. It’s essential to understand which updates are available so you can plan your adjustments effectively.

  1. Find your theme in the supported themes list to see what customizations qualify.

  2. Stores on qualifying plans have up to 60 minutes of complimentary design support, tracked in 15-minute blocks.

  3. Once you use your 60 minutes, you can hire a professional for more support.

📝 Note: Each customization you add should be chosen thoughtfully, as it can improve both your store and your customers’ experience.

Supported themes and customizations

Support can assist with a variety of basic customizations. Eligibility is considered on a case-by-case basis, so available options might vary depending on the change. If your request is not listed, feel free to ask if it’s possible.

Support limitations

Please note there are some limitations to standard support, including the following:

  1. Editing the checkout experience.

  2. Customizing or troubleshooting themes that have significant code changes.

  3. Installing, removing, or modifying third-party apps not created by the theme provider.

  4. Customizing or troubleshooting code from community forums or partners.

  5. Managing content made with the rich text editor.

  6. Adding new fonts not already supported in your theme.

  7. Editing images, such as cropping, color changes, or background removal.

  8. Making changes that could mislead your customers.

  9. Providing custom translation for features like order printers or email templates.

Steps before contacting support

To make the most of your support experience, please:

  1. Finish setting up your store.

  2. Review the unsupported customizations list to ensure your request is eligible.

  3. Consider if a different theme might better fit your needs.

  4. Explore all available customization tools in the theme editor.

If your desired change isn’t possible using the editor, feel free to contact support for further help.

Supported browsers

Your theme is designed for smooth performance and beautiful appearance across a variety of browsers and devices. This ensures your customers always enjoy the best possible experience.

Desktop browsers

  1. Safari — most recent two releases for Mac.

  2. Chrome — most recent three releases for Mac and PC.

  3. Firefox — most recent three releases for Mac and PC.

  4. Edge — most recent two releases for PC.

Mobile browsers

  1. Mobile Safari — most recent two releases for iOS.

  2. Chrome Mobile — most recent three releases for Android and iOS.

  3. Samsung Internet — most recent two releases for Android.

Webviews and mobile apps

  1. Instagram — latest release for Android and iOS.

  2. Facebook — latest release for Android and iOS.

  3. Pinterest — latest release for Android and iOS.

📝 Note: A “release” is the most recent major version number for a browser, such as 10.x.x or 11.x.x.

Additional resources

If you’d like to make more advanced customizations, or if standard support doesn’t cover your needs, there are several ways to find extra help.

Theme design forum

Find helpful advice and tips from other store owners in the theme design forum. This is a great place to ask about HTML, CSS, or Liquid, or get inspired by examples from the community.

Feedback on your store

If you want opinions on color choices, fonts, or other design options, visit the Feedback On My Store forum to get input from the community.

App support

  1. For app support, go to Settings > Apps and sales channels and click Get support next to the app in your admin.

  2. If you haven’t yet installed the app, search for it in the app store, check support options, and contact the developer there.

Using the rich text editor

To format your content, use either the built-in rich text editor or install an app if you need more advanced features.

Improving web performance

A fast site means happy customers, better search rankings, and more conversions. Regularly check your performance reports and look for ways to boost your site’s speed and usability.

Expanding theme functionality

If you need advanced features, such as sidebars, image zoom, extra slideshows, or infinite scroll, consider these options:

  1. Try another theme that includes the feature you want.

  2. Search the app store for apps that add your desired functionality.

Theme experts

Theme experts specialize in perfecting, updating, and customizing themes. You can always hire a theme expert for specific or highly advanced changes.

⚠️ Important: Our themes are designed with the most modern technology and features, giving you the best experience for customization, performance, and support. If you have any questions, you can always rely on our team and our detailed documentation for help.