WE KNOW THAT TECH CAN BE LESS THAN FUN,
SO HERE’S HOW WE CAN HELP YOU GET BACK TO WHAT MATTERS MOST
With every theme that we create and sell, our primary goal is to make it as easy to use as possible. With technology, though, there’s almost always something that can come up and hold you back from getting that gorgeous site that your brand so deserves. Because of that, we put in place our support policy to help you the same way we would each other - in a timely manner and with a friendly tone.
With all that being said, we can’t help you with everything, and sometimes the support you need may not be offered for free. We strive to make your experience with our themes the best it can be, though, so if you’re running into an issue, please review our support policy below and let’s see how we can be of service to you!
SCOPE OF SUPPORT
We are absolutely happy to help you with:
- Issues related to any packaged theme features
- Updates to WordPress that affect our themes
- General bugs
Unfortunately, we don’t offer free support for any of the following:
- General WordPress questions and support
- Issues due to 3rd party plugins
- Issues related to user modifications to the theme’s code, styling or functionality
- Special user-specific customizations
WHAT’S COVERED + WHAT ISN’T
As much as we’d like to be able to help you with any and all tech issues that you may run into, our support system was put in place to make sure that you’re able to get the help you need, as easily and quickly as possible. With that being said, we politely request that you check our Members-Only support center to see if your question or problem has been addressed prior to reaching out to us directly.
We ask that you understand that our themes were designed not only to be pretty but also functional and do the work of growing your blog + business for you. We ask that you use the features of the theme as they were intended, though you are welcome to make customizations to make the theme work even better for you. If you run into issues after modifying the theme’s code, we will require compensation to correct your theme.
While we do offer a variety of WordPress tutorials, we do not currently offer any sort of general support for the WordPress platform itself. The WordPress.org forums are better suited to help you with these issues, and you may find help by doing a quick Google search of the issue.
We do not offer any support for 3rd party plugins. Your theme may come with recommended plugins, and for those plugins we’ll include tutorials for generating the same settings we include in our demo sites. Other issues that you run into, including (but not limited to) issues that arise after the plugin has been updated or due to the lack of updating, should be directed to the plugin’s author. Remember: there are forums and support tickets for almost all plugins available in the WordPress Plugin Directory.
Lastly, we are unable to offer support related to your domain, hosting, or server setup. These issues often times can be the fault of your provider, and therefore should be raised to that company instead.
SUPPORT HOURS
Our general support hours are Monday to Friday, 9AM - 5PM (EST), except for US holidays. We aim to answer your questions within 2 business days, and we answer tickets in the order they come in. More technical questions may take a little longer, depending on our workload. If you haven’t heard from us in a week, it’s likely that your support ticket got lost. Please feel free to re-submit.
REPORTING BUGS
We do our very best to catch any and all bugs before we put our themes up for sale, but we’re human, which means sometimes we might miss something. If you catch something that’s not working properly or you aren’t sure about, let us know. We’ll address it in a timely manner and make sure to make appropriate changes to our theme files.
GETTING HELP
If you’re having problems with one of our themes, please check out our Members Only support center! There are lots of tutorials ranging from installing and setting up your theme to using WordPress, and more.
If you can’t find your issue addressed, feel free to reach out to us through a support ticket! Please be prepared to include your order number, link to your website, and clear description of what issues you’re having. We’ll do our best to help you, but the more specific you can be the better we can serve you.
We do not offer support via Twitter, Facebook, Etsy, Creative Market, or via phone or Skype calls.
SITE ACCESS
Depending on the issue, we may request your website login information. Your information is safe and all details are removed immediately after the task has been completed. We recommend that you set up a guest “admin” account on your site and share the details when requesting help as this can speed up the time that your issue will be resolved.
If you’ve set up a coming soon page or a private site with one of our themes and you’re requesting support, you’ll be required to supply access in one of the ways mentioned above.
