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Our help center has tutorials and step-by-step guides to assist you in everything you need to set up, customize, and make the most of our themes and apps. Select your product below.
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Ready to talk to a real human?
We are available Monday to Friday, 10AM to 6PM PST, excluding statutory holidays. We aim to respond to all tickets within 24 hrs, however please allow 1-2 business days for a support response. All tickets are responded to in the order that they are received.
Sending multiple tickets for the same issue will result in your ticket being moved to the bottom of the queue, which could result in a delayed response. Please send only one ticket and follow up with our team if you haven’t received a response within 2 business days.
Support is provided in English, however if a ticket is submitted in another language we will attempt to use a translation tool to respond.
Inappropriate or discriminatory language will result in a termination of support services.
Support
Our support policy
Our support includes bug fixes and questions about built-in settings and features. It does not include integrations with third party apps and theme update installations. If you're looking for help customizing your theme, integrating with third party apps or theme update installations, we recommend reaching out to one of our Partners.
What we cover
Answering questions about Fluorescent products and the technical capabilities of our products.
Assistance with setting up and troubleshooting Fluorescent product features and settings.
Fixing bugs or issues in unmodified theme installs.
What we DON'T cover
Support related to the Shopify admin, search engine optimization, conversion rate optimization, and page speed.
Design or code customization, installing theme updates, or transferring customizations to a new version of the theme.
Troubleshooting issues related to custom theme modifications.
Support for integrations, third-party apps or analytics.
Limitations
The level of support we can offer is limited for versions that are more than a year old, and very limited for vintage versions of themes (pre-OS 2).
Unlicensed themes aren’t eligible for support or updates when new features are released.
If you want to transfer a theme license to another store, please contact Shopify Support’s billing department for assistance.
