Support Policy for Shopify Store Items

Thanks a lot for purchasing our products!! Please take a few moments to familiarize yourself with the following terms and conditions regarding the support we offer and about what’s included and what’s not in support for Shopify paid themes:

What’s not included in the support?

• Support is only provided to customers that purchased the theme via the Shopify theme store.

• Theme code customizations (including design / style changes) are not included in the support.

• Compatibility with third party apps is not included in the support.

• Assistance with issues / bugs derived from modified theme code or use of third party apps is not included in the support.

What’s included in the support?

• Assistance with issues / bugs when using a clean theme install (theme files without modifications) and no third party apps.

• Assistance with questions about theme settings and features.

• Assistance with questions on how to setup theme features.

Shopify features and customization services

• Have questions on Shopify features?, Please check out the Shopify help center: https://help.shopify.com/

• Want to make customizations to your theme?, Please contact Shopify experts: https://experts.shopify.com/

What should i know before i create a ticket?

• The team provides support from Monday to Friday, from 9AM to 6PM (UTC-3). We always try to reply as fast as possible, but keep in mind that the response time can be up to 2 business days. The team does not provide support on weekends and public holidays.

• Before you create a ticket, please make sure to check out the item’s documentation, articles and other tickets to see if your answer is already there, as many times your questions may already be answered.

• Make sure to always have the latest version of the item installed before opening a ticket to avoid reporting issues that may already be fixed, as updates introduce bug and security fixes as well as new features.

• Please create one ticket per report with a title that clearly describes the issue, this will help both you and the support team better keep track of reported issues and their status.

• When opening a ticket, please add a detailed description of the question, feedback, suggestion, or issue you are having. Add screenshots if necessary to clarify what you want to describe.

How do i create a ticket?

• First, please access the ticket system here: https://odindesignthemes.ticksy.com/

• Click on Submit a Ticket

• Under Product or Category, select the item you purchased.

• Enter your name, email address and a password which will be used to register your account.

• Enter your store’s myshopify.com URL.

• Enter your store’s Password (optional, only if your store is password protected).

• Enter a ticket Subject and Description (please read the above What should i know before i create a ticket? for details on what to enter in these fields).

• Click on Submit Ticket to create the ticket.