We care about your shop and want you to create a successful online business. We are happy to answer any questions you have with setting up your theme and configuring the settings to match your unique brand. Below you will find the full scope of support we offer:

Support responses

Any support question submitted via our website will be considered high priority and will be responded to as soon as possible. This Support Center is our official channel for support.

We aim to provide feedback for all requests within 24 hours, but please allow up to 1-2 business days for a response.

In some cases you may receive a response within just a few hours depending on ticket volume. Our support team is based in Melbourne Australia and are available during standard business office hours from Monday to Friday (9am - 6pm).

For maximum efficiency in resolving your issue as quickly as possible, we recommend including as many details, either in your original request or a follow up email.

Requests are generally answered on a first come, first served basis and there is no way to mark a request as "urgent" or high priority. If you are experiencing an major issue with your store, we suggest using the tips here.

The scope of our support includes the following

  • General questions about theme functionality and technical capabilities.

  • Help with setting up theme features and configuring the theme settings.

  • Any Shopify compatibility issues arising from a standard theme install.

Priority support includes the following

While priority support customer requests are given priority, we cannot guarantee turnaround time for your requests. In some cases, more advanced requests may be delayed, especially if we need to conduct more research or consult with other team members.

Also note that our ability to resolve issues quickly depends heavily on how much information you provide about the issue. We cannot help with customizations or other request types in the main list of exclusions below.

Our support DOES NOT extend to

  • Shopify administration or native Shopify functionality, which can be better answered by Shopify Support.

  • Requests that are well documented either via the Shopify Help Center or our own help center. Phone, Microsoft Teams, Zoom, live chat or other realtime support.

  • New feature development or custom designs, which we will refer to the Shopify Experts Directory.

  • Any errors related to theme customizations, either by third-party plugins, apps or template file modifications. We will advise reverting these customizations back to the original theme to restore the default functionality.

  • Any installation, configuration or troubleshooting issues involving third party apps, including those in the official Shopify app store.

  • Removing or updating customizations made to a theme, whether by Whiley Mai or other parties.

  • Design or layout changes beyond simple updates that can be made via the theme options.

  • Upgrading themes, whether they have been customized or not.

  • Search engine optimization (SEO) issues, set up or troubleshooting. All of our themes utilize SEO best practices that have been fully tested. Because SEO strategies and setups vary greatly, we are unable to provide support for micro data, schema tag, meta tag, canonical tag or indexing problems. You can hire a Shopify SEO expert for this type of work.

  • Conversion rate optimization, business, legal or similar issues. Page speed or W3C validation or other validation or similar issues. We have a list of general tips about improving page load time and a blog post about common Google PageSpeed Insight warnings.

  • Assistance installing or troubleshooting issues with Google Search Console, Google Merchant Center, Google Analytics, Google AdWords remarketing tags, Google Tag Manager, Facebook Pixels or other third party analytics or tracking code.

  • Issues with Rich Snippets or Schema validation.

  • Technical support for older versions of our themes may be limited. Upgrading to the latest version is always recommended and may be required for us to provide technical support.

  • Legal or compliances issues such as accessibility, GDPR, COPPA, privacy or other similar matters.

  • Customizations assistance for developers or designers being done for clients. It is the developer's responsibility to be familiar with CSS, Liquid and other technical issues.

Our support does come with some additional limitations:

  • As outlined in our terms and conditions, technical support is not guaranteed, though we will do our best to help or provide you with resources or referrals to help resolve your issue.

  • A valid, registered theme will be required to receive technical support, subject to verification by Whiley Mai. For more information, please read Shopify's terms and condition on Buying a theme and understand how Multiple theme licensing actually works.

  • We reserve the right to limit support to the end user of the theme only.

  • Developers working on client projects should be aware of this and adjust any professional fees to cover the costs of any customizations that we cannot support.

  • We reserve the right to limit support for customers with excessive inquiries, especially customization requests or questions that are documented elsewhere.

Some other important notes about our support:

  • English is our preferred language.

  • If you send a request in another language, we will attempt to use an online translation service to translate your request, but our response will be in English.

Harassment and Merchant Code of Conduct

We reserve the right to restrict support and potentially withdraw support based on what Whiley Mai deems as inappropriate behaviour.

The following behaviour is not tolerated:

  • Language that is racist, sexist, discriminatory in any way Inappropriate or foul language Threats or disparaging comments directed to Whiley Mai staff or contractors

  • Theme issues versus customization issues It is our commitment to fix any theme issue or bug as quickly as possible after they are brought to our attention.

  • Once we determine that the issue is with the standard theme, we will provide you with a fix and proceed to update the theme for all customers to access. If there is an issue due to a modification to the default template files, we will advise on how to revert the theme back to the original.

  • A theme customization is considered to be anything that directly modifies the original template files of the default theme.

  • When editing your template files from the Template Editor, you can click on the 'Older Versions' link to revert any changes that have been made.

  • Please note that any custom code is written just for your store and may not have been fully tested and we are unable to guarantee it will be error free.

  • Also, please note that even if we help with customizations, we cannot help transfer these changes to a new version of the theme should you decide to upgrade at a later time.

Limitation of liability

When creating a staff account for Whiley Mai support staff, we are not liable for any changes, customizations, or alterations to your shop that may result in lost profits or any special, incidental or consequential damages arising out of or in connection with our products or services, whether these changes are made by our team or through unauthorized access via our account.

You also expressly understand and agree that customizations made by Whiley Mai support may not have been fully tested and may require additional development time that is outside the scope of complimentary support.

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