Support policy
Support for Wholeness is included for every store that bought the theme from the Shopify Theme Store. This page explains what it covers, how to ask for help and how fast we reply.
What support covers
- Bugs. Something in the theme doesn’t work as this documentation describes, or shows an error. We find the cause and fix it, and fixes are released as theme updates listed in the changelog.
- Questions about the theme. How a section, block or setting works, where something is set, how to reproduce something you saw in a demo store, and how to update to a new version.
What support doesn’t cover
These services are not included in the price of the theme:
- Customizations. Changes to the theme’s code (Liquid, CSS or JavaScript), designs or features that the theme settings don’t offer, and copying your code edits into a new version of the theme.
- Integrations with apps. Installing, setting up or adapting third-party apps, and problems caused by an app or by code it adds to the theme. Questions about an app go to its developer.
- Your store’s setup in Shopify. Products, payments, shipping, domains, markets and other store settings outside the theme. Shopify Support helps with those.
If you need a customization or an app integration, we suggest hiring a Shopify Partner.
When a problem only happens on a copy of the theme whose code was edited, or with an app turned on, we may ask you to check it on an unmodified copy of the theme, so we can tell whether the cause is in the theme.
How fast we reply
We reply to every support request within two business days. Business days are Monday to Friday, except US federal holidays. As soon as you send the form, you get an automatic confirmation by email with a reference number; if it doesn’t arrive, check your spam folder.
How to ask for help
Send your request with the support form. It asks for:
- your name and email address;
- your store’s address, such as
your-store.myshopify.com; - the theme (Wholeness);
- a subject and a description of the problem or question;
- up to three screenshots (PNG, JPG, WebP or GIF, up to 5 MB each and 10 MB in all), if they help.
To help us answer in one reply, include in the description:
- the address of the page where it happens;
- what you did, what you expected and what happened instead;
- the device and browser, when the problem shows on one of them only;
- whether the theme’s code was edited, or apps that add to the theme are installed;
- a preview link of the theme, if the theme isn’t published (in Online Store, click the … button next to the theme, then Preview, and share the preview link).
Never send passwords, staff account details or payment information through the form or by email. We don’t need them to help you.
Code in this documentation
The For developers page describes optional hooks for app developers. We answer questions about how the theme behaves with them, but writing or debugging code that uses them is a customization and is not covered by support. Before you or anyone else edits the theme’s code, duplicate the theme and work on the copy. For custom code, we suggest hiring a Shopify Partner.