Support Policy

At Ascend Themes, we're committed to providing timely assistance. Typically, we strive to respond to all support inquiries within 24 hours, but please allow up to 1–2 business days for a reply.

Our support team is unavailable on weekends.

What We Offer	What We Do Not Cover
✅ Answers to general questions about the features and functionality of our themes.	❌ Custom coding requests (HTML, CSS, Liquid) for theme modifications.
✅ Assistance with theme setup and configuration.	❌ Installation of third-party plugins or apps; please reach out to the app’s developer for assistance.
✅ Resolution of bugs encountered during the theme setup process.	❌ Upgrading older themes to include features from newer versions.
✅ Guidance on theme customizations and recommendations for implementing changes.	❌ General inquiries about the Shopify platform or its administration; for these, please contact Shopify support directly.
	❌ Layout or design changes beyond the theme’s built-in settings.
	❌ Issues resulting from custom coding or third-party customizations, such as apps. We advise creating a backup of your theme before making custom code changes, so you can revert if necessary.
	❌ Editing code for improving Google PageSpeed Insights scores.