Currently we do not offer phone or video call support. By offering our support services exclusively online, we are able to keep support free for all merchants you use our theme.
Please ensure you provide key details along with your question, .myshopify.com URL (and password too, if the shop is locked) and any screenshots that may help us resolve your query as quickly as possible.
We aim to respond to all queries within 24 hours, but please allow for 1 to 2 working days for a response. Our support team is based in the Melbourne, Australia (AEST timezone) and is available during standard office hours from Monday to Friday (9am - 6pm).
Our support covers queries about theme functionality, help with configuring theme settings and addressing any observed bugs or theme issues.
It does not cover issues caused by third-party plugins or Shopify Apps, or those that are the result of modifications made to the original theme code by the merchant or another developer. In these cases, or if the issue can be attributed to third-party functionality (including the Shopify Admin space), we will try to refer you to the best support source for your query. Additionally, we cannot offer detailed troubleshooting help for difficult/advanced code customisations, errors created as a result of custom code work. Our focus is to support merchants with bug fixes and upgrades as part of the ATOM theme.
For any general store-related questions such as how to create collections, upload products, add discount codes, etc. please contact Shopify Support directly or refer to the documentation available in the Shopify Help Center.
We are not able to directly provide refunds on theme purchases.
Themes are non-refundable because they are digital goods. As such, full access is immediately granted to all the theme's files and code after the purchase of a theme license.
Therefore, once the theme has been installed on your store (or the .zip file is transmitted to you), there is no way for us to revoke access to it or prevent merchants from continuing to use the theme.
With no means to return the purchase, there is also no means to refund the purchase.