Get support
Open Support Ticket
Support is limited to questions regarding the theme’s features or problems with the theme. We are not able to provide support for code customizations or third-party plugins. If you need help with anything other than minor customizations of your theme then you should enlist the help of a developer.
Note: This theme may not be compatible with some third-party apps. It's impossible for theme authors to make the theme compatible by default with all existing apps because there are thousands of Bigcommerce apps available. The authors of the app should provide detailed instructions about how to integrate the app with custom themes. This isn't something specific to our themes; this is a general rule for all Bigcommerce themes and apps.
If you have found any bugs or have some other problems with this theme, please refer to Chapter Troubleshooting. If the problem is not covered there, you can Open a Support Ticket.
Average Queue Time: We try to answer tickets within one business day, but depending on the current load, the wait time can be slightly longer.
MON - FRI:8.00 AM to 17.00 AM (GMT+7)SAT - SUN:Family Time (We are so sorry)
Support Policy
What’s Included
Assistance With Theme Installation
If, after following all the instructions in the theme documentation, you still have trouble installing your theme, we’ll gladly help you and point you in the right direction.
Modifications Covered by Theme Functionality
Minor tweaks or changes that can be done without modifying theme source files or implementing new features.
Theme compatibility with included apps
We guarantee that your theme works as intended with any apps bundled with or recommended by the theme. In the event that any issue occurs, it will be fixed in a timely manner.
Assistance With Reported Theme Bugs.
Contact our support team if you’ve found an obvious bug that prevents you from using the theme as intended.
What’s Not Included
Complete Theme Installation From Start to Finish
If you’re new to Bigcommerce, or simply don’t have enough time, you can always order our theme installation service and we’ll install the theme for you.
- Customization Not Covered by Theme Functionality
This includes extending or modifying your theme beyond its advertised features. For any development work, you can always refer to our custom studio.
- Support for 3rd Party Apps
The theme may not be compatible with some third-party apps. It's impossible for theme authors to make the theme compatible by default with all existing apps because there are thousands of available Bigcommerce apps. Authors of the app should provide detailed instruction about how to integrate the app with custom themes. This isn't something specific to our themes, this is general rule for all Bigcommerce themes and apps.
- Help With Additional Scripts or Custom Code Added to the Theme
Custom code and scripts you add on the website may conflict with the theme. Resulting issues are not covered by our Support Policy. For any development work, you can always refer to our custom studio.
We reserve the right to change or modify current Support Policy with no prior notice.
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