Support Policy

We care about your shop and want you to create a successful online business. We are so happy you have chosen Archetype Themes as your theme provider!

After submitting a support request, you should receive a reply back from us requesting your theme name and myshopify.com url. 

If you do not see this email within 15 minutes, please check your spam folders or search for [email protected] to confirm your request was received. If you do not receive this email, there’s a chance we have not received your request.

Archetype Themes provides support for its own products only.

We require a valid theme license (or proof of purchase) to receive support. Our support is limited to the end user of the theme.

Shopify Theme Licensing Documentation - Archetype Themes Help Center

Support for older versions of our themes is limited. Upgrading to the latest version of your theme resolves older bugs, potential security and accessibility concerns, and is recommended as a first step. We currently provide support on the following theme versions:

• Gem v1.0.0+

• Fetch v1.0.2+

• Expanse v2.0.0+

• Impulse v5.0.0+

• Motion v8.0.0+

• Streamline v4.0.0+

• Vino v1.0.0+

Your submitted support question via our Help Center will be considered high priority and will be responded to promptly. The Help Center is our official channel for support.

You can also use our AI chat widget, located at the bottom right of the screen, to quickly find answers.

• Response time – We aim to reply within 24 hours; however, please allow 1-3 business days. Response times may vary based on ticket volume.

• Advanced requests – Complex issues may take longer if they require additional research or consultation.

• Request details – For faster resolution, include detailed descriptions, screenshots, and detailed steps to recreate any issues.

• Queue order – Requests are handled on a first-come, first-served basis. Submitting multiple requests will place your original request at the end of the queue, possibly extending response time.

What our Archetype Themes support team CAN help with;

• Our support team can give you guidance on our theme features, functionality, and configuring theme settings.

• Shopify compatibility issues arising from a standard theme install.

• Any bug reports that are as a result of the theme in its original state.

What our Archetype Themes support team CANNOT help with;

• Shopify administration or native Shopify functionality – These types of issues can typically be better answered by Shopify Support.

• Requests that are well documented – For issues covered in the Shopify Help Center or our own Archetype Themes Help Center, we refer you to those resources.

• Real-time support channels – Our support is provided via email only. We do not offer support through phone, Skype, Facebook Messenger, live chat, or other real-time channels.

• New feature development or custom designs – We do not provide custom feature development or design services, but we can refer you to Shopify Experts for further assistance.

• Errors related to theme customizations – If you’ve customized your theme through third-party plugins, apps, template modifications, or AI Generated Theme Blocks, we recommend reverting those customizations to restore the default functionality.

• Third-party app issues – We do not provide support for the installation, configuration, or troubleshooting of third-party apps, including those from the Shopify App Store. It is the app developer's responsibility to assist with integration into your theme.

• Theme customizations – Support for removing or updating customizations made to a theme, whether by Archetype Themes or other parties, is not provided. We recommend reverting to the original theme files where possible.

• Upgrading themes – We do not offer support for theme upgrades, whether or not they have been customized. If you encounter issues, we encourage you to report the issue in detail.

• Theme update issues – If you encounter incomplete or erroneous theme updates using our Shopify Theme Updater app, we can assist with troubleshooting those specific issues.

• SEO, conversion rate optimization, or business issues – We cannot provide support for SEO setup, troubleshooting, or optimization strategies, including microdata, schema tags, meta tags, canonical tags, or indexing problems. Additionally, we do not offer assistance with conversion rate optimization, business, legal, or similar matters.

• Page speed or validation issues – We do not support troubleshooting of page speed issues, W3C validation, or other related validation problems.

• Analytics and tracking code issues – We do not offer support for third-party analytics or tracking code installations, such as Google Search Console, Google Merchant Center, Google Analytics, Google AdWords remarketing tags, Google Tag Manager, Facebook Pixels, or other similar services.

• Rich snippets or schema validation – Issues with rich snippets or schema validation are outside of our support scope.

• Developer customization support – It is the responsibility of the developer to handle customizations using CSS, Liquid, and other technical aspects, including AI-generated or automated code changes. We do not provide developer-specific support.

• Personal data deletion – If you request the permanent deletion of your personal information from our systems, your license remains valid, but we may not be able to provide technical support if personal data has been deleted.

• Legal or compliance matters – We do not provide support for legal or compliance issues such as accessibility, ADA compatibility, GDPR, COPPA, privacy, or other related matters.

• Third-party code and apps – We do not support third-party code or apps and do not test whether apps work with our themes. It is the app developer's responsibility to ensure proper integration.

• Refunds for Shopify Theme Store purchases – Archetype Themes cannot provide refunds for themes purchased through the Shopify Theme Store. All purchases made through the Shopify Theme Store are processed and governed by Shopify directly, as outlined in Shopify’s Terms and Conditions, Section 6.10. Any refund requests must be directed to Shopify Support.

• Support availability – As outlined in our terms and conditions, support is offered on a best efforts basis. We will do our best to resolve your issue as quickly as possible and will assist you or refer you to appropriate resources, where needed, to help resolve your issue.

• Valid theme license – A valid, registered theme license is required to receive technical support, subject to verification by Archetype Themes.

• Support limitations – We reserve the right to limit support to the theme’s end user only. Developers working on client projects should factor in professional fees for customizations we cannot support. We may also limit support for excessive inquiries, particularly those related to customizations or issues already documented elsewhere.

• Language support – Support is available in English only. While we may attempt to translate tickets submitted in other languages, we cannot guarantee support in any language other than English.

• Email accuracy – Inquiries with typographical errors in the sender’s email address may prevent us from delivering a response. If you do not receive a confirmation email within 15-30 minutes, please check your "spam" or "junk" folder, and verify your email address is correct.

• New requests – If you reply to a resolved issue with a new question, it will be treated as a new request. This may result in a 1-2 day turnaround and could be answered by a different support representative.

We prioritize resolving valid theme issues and bugs promptly, releasing updates through Shopify’s standard theme release process. While immediate fixes are not guaranteed, our commitment is to address these issues for all merchants as soon as possible.

• Customization Responsibility – If an issue is due to customizations or changes to the original theme files, we may ask you to revert the files or install a fresh theme copy.

• Guidance for Custom Coding – Those with coding experience may extend theme functionality beyond built-in options, but we cannot provide step-by-step guidance for this, and this will not be able to be supported by our Archetype Themes support staff.

• Custom Code and Third-Party Assistance – Custom code created by third parties may not be fully tested, and we are unable to assist with its implementation, troubleshooting, guarantee it will be error-free, or work as intended within our themes.

• Updates and Theme Versions – We cannot transfer customizations to new theme versions if you decide to update your theme.

Our support team can assist with theme settings and built-in features, but custom code changes are not included in our support. For customizations, consider hiring an experienced Shopify developer.

• Liability for collaborator access – When granting collaborator access to Archetype Themes support staff, we are not liable for any changes, customizations, or alterations made to your shop, including any resulting in lost profits or special, incidental, or consequential damages, whether caused by our team or unauthorized access via your account.

• Customization testing and additional development – Customizations made by Archetype Themes support may not be fully tested and could require additional development time beyond the scope of our support. They are offered without warranty.

• Third-party developers – While we maintain a list of suggested developers and professionals, these companies operate independently and are not endorsed by Archetype Themes. We cannot provide assistance with issues related to these developers.

• Feedback on third-party providers – If a provider does not meet expectations, we encourage you to provide detailed feedback. At our discretion, we may remove them from our list of suggested developers.

• Commission from referrals –  Archetype Themes may receive a commission for referring customers to third-party developers.

We reserve the right to restrict support and potentially withdraw support based on what  Archetype Themes deems as inappropriate behaviour. The following behaviour will not tolerated:

• Language that is racist, sexist, or discriminatory in any way.

• Inappropriate or foul language.

• Threats or disparaging comments directed to Archetype Themes staff or contractors.