Support Policy

Staylime's support policy for theme merchants — what's covered and excluded, ticket-only support hours (Mon–Fri, 9 AM–6 PM CET), and response times.

Last updated on: October 29, 2023

Staylime reserves the right to update and change the Support policy at any time without prior notice. If you do not agree to the Support policy, you may terminate your use of Staylime services at any time. You agree to the updated Support policy by continuing to use the Staylime services.

Definitions

Unless otherwise stated, capitalized terms set out in the Refund policy are defined as follows:

‘Merchant’ means an individual or business that uses Staylime Themes to sell products or services.

‘Merchant Store’ means the Merchant’s online store hosted by Shopify. A Merchant may have more than one Merchant Store.

‘Theme’ means the templates for website layout and design developed by Staylime that Merchants may install, use, and customize for their Merchant Store.

‘Shopify Theme Store’ means the Shopify website where Merchants can select and install Themes on their Merchant Store, available at: themes.shopify.com.

Subject matter

As a Shopify theme partner, we are responsible for supporting Merchants who use our Themes. Our support team is merchant-focused, providing quality support and having a collaborative attitude with Shopify.

You can easily find answers to your questions by exploring our comprehensive help center. Additionally, you can submit a support ticket through our contact form. We do not provide phone or live chat support because the majority of support queries we receive are technical in nature.

Staylime support is available Monday through Friday from 9:00 AM to 6:00 PM Central European Time, excluding most European holidays.

Response times may vary based on ticket volume. Although we aim to return all ticket requests within 24 hours, please allow up to 1-2 business days for a response. Our support is available in English only.

Our support includes the following:

Assisting Merchants with their theme-related questions.
Guiding Merchants through setting up theme features and configuring theme settings.
Fixing bugs and technical issues in unmodified theme installs.

Our support does not extend to:

Troubleshooting Shopify administration or native Shopify functionality. For these concerns, we recommend reaching out to Shopify support directly or consulting their official documentation.
Any errors or functionality issues related to theme customizations or apps. We advise reverting these customizations back to the original theme or removing the app to restore the default functionality.
Custom code or code modifications. If we perform any code changes, we are unable to guarantee it will be error-free.
Development of new features or custom designs. We recommend exploring the Shopify experts directory to find a skilled developer who can assist in making the necessary customizations.
Upgrading your theme to the latest version. While you can download and install the latest version free of charge from the Shopify theme store, we can't assist you in migrating your settings, changes, or customizations to the new version. More information on updating your theme can be found here.
Improving Google Lighthouse or Shopify’s Speed scores or similar testing tools.
Adding new functionality or third-party apps.
Technical support for outdated theme versions.
Unlimited support questions. Although we rarely do, we also reserve the right to limit the number of support inquiries for a single theme purchase.

When contacting us via our contact form, please look for an automated reply email. If you don't receive this email within a few minutes, it's possible that we didn't receive your message. Double-check your email address for accuracy, and also check your spam or junk folder.
Please refrain from emailing us to inquire about the status of your inquiry before we've had a chance to respond. We handle emails in the order they're received, and sending status requests prematurely can push your ticket to the end of our queue.
If you have inquiries about third-party code or apps, your initial point of contact should be the app developer. They are best equipped to assist you in resolving issues related to their app's interaction with our theme.
If you have questions related to standard Shopify functionality, like creating products, pages, collections, or blog posts, or if your questions are not specific to our Themes, please reach out to Shopify support directly. They offer 24/7 assistance.
If you initially contacted Shopify about your issue and they reached out to us on your behalf, there's no need to contact us separately. We've received the communication and will respond as swiftly as possible.

If you have any further questions or concerns about our Support policy, feel free to get in touch.

Last updated 2 days ago

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