Support policy — Fitcore Documentation

What we cover, how to reach us, and what to expect.

What support covers

We provide support for:

Theme functionality: bugs, errors, or unexpected behavior in the theme as shipped.
Setup help: questions about how to configure theme settings, sections, or blocks to achieve a specific result.
Documentation clarification: questions about how a feature documented in this guide is supposed to work.
Compatibility issues: issues related to how the theme integrates with Shopify's standard features (Markets, Search and Discovery, Translate and Adapt, etc.).
Update guidance: help applying theme updates and verifying that customizations carried over.

The following are outside the scope of theme support:

Custom code: changes you or a developer made to theme files (.liquid, .css, .js). If you have customized the theme, we may ask you to revert those changes to confirm the issue exists on the unmodified theme before we can investigate further.
Third-party apps: apps installed alongside the theme are the responsibility of the app developer. If an app's behavior is unexpected, contact the app's developer first.
Shopify platform issues: payment processing, checkout behavior, Shopify admin functionality, sitemap generation, indexing, and other platform-level features are managed by Shopify. For these, contact Shopify Support.
Custom development: we do not provide custom code, custom sections, custom design, or bespoke feature additions as part of standard support.
Migration from another theme: moving content, settings, or layout from a different theme to this one is outside the scope of theme support.
General Shopify training: we do not provide general training on how to use the Shopify admin. Shopify's own help center covers this.
SEO consulting: we provide structural SEO (semantic HTML, structured data, meta tags) but not SEO strategy, keyword research, or content optimization.
Performance tuning beyond theme defaults: the theme is optimized for the use cases it ships with. If you have installed many apps, added heavy third-party scripts, or uploaded oversized images, performance recovery is your responsibility.

Open the support form at https://fitcoretheme.com/support and provide the information requested below.

Including all relevant information up front helps us respond accurately on the first reply. Please include:

Your store URL (the .myshopify.com URL is fine).
The specific page URL where the issue occurs.
Theme name and version. Find this in Online Store > Themes, listed under your theme.
A clear description of the issue: what you expected to happen, what actually happened.
Steps to reproduce: the sequence of actions needed to trigger the problem.
Screenshots or screen recordings showing the issue.
Browser and operating system (for example, Chrome 130 on macOS 14, Safari on iOS 17).
Whether the issue is mobile, desktop, or both.
Any error messages from the browser console (DevTools > Console).
List of installed apps, especially anything added recently.
Whether the theme has been customized (any direct file edits to .liquid, .css, or .js). If yes, when and what was changed.

If you skip information, we will ask for it before we can investigate, which delays resolution.

We aim to respond to support requests within two business days. Business days are Monday through Friday, excluding public holidays in our region.

Response time is the time to first reply, not time to resolution. Complex issues may require additional back-and-forth before they are resolved.

We do not provide guaranteed response times or service level agreements as part of standard theme support.

We treat these differently:

Bug: the theme is not behaving as documented or as a Shopify Theme Store-approved theme should. We investigate and, when confirmed, address the issue in a future update.
Feature request: a new capability you would like the theme to have. We log feature requests for consideration in future releases but cannot commit to implementing any specific request.

If you are not sure which category your request falls into, describe what you observe and we will categorize it.

If you want to make changes that fall outside what theme settings allow:

Use a development theme. Duplicate your live theme and work on the duplicate. Never edit a published theme directly.
Document your changes. Keep a changelog of files you modified and what you changed. This helps when applying theme updates later.
Custom code is your responsibility. We can advise on best practices, but we do not debug custom modifications as part of standard support.
Hire a Shopify Expert. For substantial customization beyond theme settings, the Shopify Experts directory lists vetted developers who can help: https://www.shopify.com/experts.

Refund requests for the theme are handled by Shopify according to the Shopify Theme Store refund policy. We do not process refunds directly.

Most issues are configuration or app conflicts, not theme bugs. Before submitting a support request, work through the troubleshooting reference and try disabling third-party apps one at a time. This often resolves issues faster than waiting for a reply.
Customized themes receive limited support. If you modified theme files directly, we may ask you to test on an unmodified copy before we investigate further. We cannot debug arbitrary code changes.
Support is provided in English. Replies in other languages may be possible but cannot be guaranteed.
Old theme versions are not supported indefinitely. We support the latest published theme version and the version immediately preceding it. Older versions may not receive bug fixes; the recommended path is to update to the latest version.
App-related issues should go to the app developer first. We can confirm whether the theme is involved, but app behavior is the app developer's responsibility.
Shopify platform behavior is outside our control. If an issue is caused by Shopify's checkout, payments, sitemap, or other platform-level features, we will direct you to Shopify Support.