Legal
Support Policy
Last updated: July 15, 2026
Our support system
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.
Our support channels
We provide support via both live chat and email. Chat with us by clicking the live chat bubble at the bottom left corner of the website, or send us an email via the Contact page.
The more detail you provide upfront, the faster we can help.
Our support system is integrated with the AI Support Agent of Intercom. It is well trained on our theme products, but you can request to talk to a human agent anytime.
Available support hours
Our support team operates across multiple shifts covering the vast majority of the day and night, seven days a week - including weekends.
Our average response time is under 15 minutes. For the few shift windows that fall outside our regular staffing hours, a team member still follows up within 2–4 hours. Each shift is also backed by a coverage system. If a scheduled agent is unavailable, another team member steps in immediately, so customers are never left waiting for long, no matter when they reach out.
Eligible support
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.
Our support scope
What we cover
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.
We are happy to support simple customization requests. These are reviewed and decided by our technical team.
What we do not cover
Custom development - adding features or functionality not included in the theme out of the box.
Design customisation requests - changing colors, fonts, or layout beyond what is available in the theme editor.
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 or upgrade to the latest theme version.
Shopify platform issues - downtime, bugs, or changes introduced by Shopify itself.
Third-party app conflicts - we cannot guarantee compatibility with all Shopify apps and are not responsible for conflicts introduced by apps.
For theme modification, please consider our Agency partners or hiring a Shopify Expert.
Abuse policy
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.
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