Support Policy

Every eComX theme purchase includes free support for issues directly related to the theme. Our support team is staffed by the same people who built the themes.

Bug reports — any functionality that does not work as shown in the theme preview or documented in the theme guide.

Browser and device compatibility issues across modern browsers (Chrome, Safari, Firefox, Edge) and common device sizes.

Questions about built-in theme settings and how to use documented features.

Guidance on installing and updating the theme.

Custom development — adding features or functionality not included in the theme out of the box.

Third-party app conflicts — we cannot guarantee compatibility with all Shopify apps and are not responsible for conflicts introduced by apps.

Code modifications made by you or a third party — once the theme code has been customised, we may not be able to support modified sections.

Shopify platform issues — downtime, bugs, or changes introduced by Shopify itself.

Design customisation requests — changing colors, fonts, or layout beyond what is available in the theme editor.

We aim to respond to all support requests within 1–2 business days (Monday to Friday, UTC+7). Complex issues may take longer to investigate.

During peak periods such as major sale events or right after a theme update, response times may extend slightly. We appreciate your patience.

Email: hi@ecomx.co — please include your order number, the theme name, a clear description of the issue, and any relevant screenshots or screen recordings.

The more detail you provide upfront, the faster we can help.

Support is provided for as long as you hold a valid license for the theme. We do not impose an arbitrary expiry date on support.

Support for legacy versions of a theme may be limited if the version is significantly outdated. We recommend keeping your theme updated to the latest version to receive the best support.

Merchants referred by an eComX partner may be eligible for priority support. Contact your referring partner for details.

We reserve the right to limit or withdraw support from users who are abusive, repeatedly submit out-of-scope requests, or violate our Terms of Service.