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.

What We Offer:

• Answers to general questions about the features and functionality of our themes.
• Assistance with theme setup and configuration.
• Resolution of bugs encountered during the theme setup process.
• Guidance on theme customizations and recommendations for implementing changes.

What We Do Not Cover:

• Custom coding requests (HTML, CSS, Liquid) for theme modifications.
• Installation of third-party plugins or apps; please reach out to the app’s developer for assistance.
• Upgrading older themes to include features from newer versions.
• 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.