Support Policy
We are committed to providing exceptional support and look forward to assisting you to the best of our abilities. This support policy details the level of assistance you can expect from us.
By using our Shopify themes, you agree to this support policy. We reserve the right to amend our support policy at any time without prior notice.
Support Policies : A supported item includes item support for 6 months from the purchase date. During those 6 months, we are expected to be available to provide the item support services. You’ll also have the option to purchase extended item support, increasing the item support period up to a maximum of 12 months from the date of purchase.
Contact Us
We welcome your questions or feedback regarding this Support Policy and our themes. If you have any concerns or believe that we have not adhered to this policy, please contact us.
The best ways to contact our Support team are:
Email us at support@wedesigntech.com
Create a topic on our support forum at https://vwsupport.wedesignthemes.com/forum/technology/evoluxia-ai-shopify-theme/
Leave a comment in the Themeforest item comment section or contact us via ThemeForest do not currently offer phone support or support through social apps like Google Meet, Zoom, or WhatsApp.
Support Language
Our support services are provided exclusively in English. If you submit a request in a different language, we will try to translate it using an online translation service; however, our responses will be in English. To ensure clarity and avoid any misunderstandings, we strongly recommend that you write your support request in clear and proper English.
Support Eligibility
We provide support for all our active Shopify themes and app subscriptions purchased through the Shopify Theme Store, Shopify App Store, or ThemeForest. If a theme or application is removed from any of these marketplaces, support for that item will no longer be available, unless stated otherwise.
Please note that a valid, registered theme license may be required to receive technical support for themes. For information on locating your purchase code, please refer to the following guide: Where Is My Purchase Code?
Support Hours
We strive to monitor support tickets around the clock, but this is not always possible due to different time zones.
Response Times
Our response times may vary based on our support workload.
For uncommon or complex issues, resolutions might take an additional 1–2 days.
Our Customer Success agent will keep you informed about the progress and estimated timeline.
Custom Work Policy
If additional work is required, it will be considered custom work.
Custom work is charged at $30 (USD) per hour, depending on your specific requirements.
We will confirm feasibility before proceeding.
Efficient Issue Resolution
To help us resolve your issue efficiently, please include as many details as possible in your support request.
What Our Support Includes
We provide support exclusively for our products. Our support scope includes:
Addressing questions about item functionality and general technical capabilities.
Assisting with setting up item features and configuring settings.
Fixing bugs in FoxEcom themes and apps.
Resolving Shopify compatibility issues that arise from a standard theme installation.
Handling some theme conflict issues.
Performing minor and simple customization's, depending on our current request volume.
While we may assist with customization's, please be aware that custom code created for your store might not be fully tested, and we cannot guarantee it will be error-free. Additionally, we do not support transferring custom work to newer versions of the theme.
What Our Support Doesn't Include
Our products are provided as-is, and we do not offer support for alterations or feature additions. We cannot guarantee ADA compatibility or compatibility with third-party software or services outside of Shopify.
Our support does not cover:
Shopify administration or native functionality (for assistance, contact Shopify Support)
Core theme modifications or design changes
Errors caused by customization's, third-party plugins, apps, or template file changes (we recommend reverting to the default theme for resolution)
Compatibility with third-party apps that don't integrate with the item
Setup or troubleshooting for Google, Facebook, or other analytics/tracking apps
SEO setup or issues
App recommendations
Theme installations
Adding new features to older theme versions
We reserve the right to limit support for customers with excessive inquiries, particularly those involving customization's or issues already addressed in documentation.
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