Support for themes

Before you customize your theme, make sure that you understand what level of support is available. If you're making basic customizations, then you can get support from your theme's developer. If you're making extensive changes to your theme, then see our list of additional resources for theme support.

To learn about customizations that Shopify doesn't support, see our design policy.

Where to find support for your theme

The support that you can receive depends on who made your theme.

Free themes from Shopify

If you're using a free vintage or Online Store 2.0 theme from Shopify, then Shopify support might be able to help you with small changes to your theme. If you're on the Basic Shopify plan or higher, then you can use up to 60 minutes of complimentary design support, used in 15 minute increments.

To learn more, review the Shopify Design Policy.

If you're not using a free theme from Shopify, then your theme was made by a third-party theme developer. To find support, you can view the support documentation for your theme, or contact the theme developer.

Steps:

  1. Click Theme actions.

  2. Click View documentation or Get support.

Shopify Design Policy

If you're using a free vintage or Online Store 2.0 theme from Shopify, then Shopify support might be able to help you with small changes to your theme.

Because each theme works differently, the types of changes Shopify support can make depend on the theme that you're using. To understand which customizations are available, find your theme in the list of supported themes.

If you're on the Basic Shopify plan or higher, then you can use up to 60 minutes of complimentary design support, or design time, which is tracked in 15 minute increments. To understand how many minutes a specific customization takes to complete, check the design time in the customization description.

Our team tracks the time that they spend on each theme modification request that you make. If you use the entire 60 minutes of complimentary support, then you can hire a Shopify expert for further help. You can also explore our additional resources for theme support.

Supported themes and customizations

Shopify support can make customizations to the following free themes. Click the name of the theme to explore the supported customizations for the theme.

Shopify support assesses customization eligibility on a case-by-case basis. If you’re looking for a customization that isn't listed in the supported customizations for your theme, then Shopify support might still be able to assist.

Limitations

Although Shopify Support is able to support a wide range of basic customizations, keep in mind that Shopify can't help with the following tasks:

  • Editing the checkout
  • Customizing or troubleshooting themes that contain significant code changes
  • Installing, removing, or modifying third-party apps (apps not developed by Shopify)
  • Customizing or troubleshooting third-party code (code not developed by Shopify, including code from experts and forums)
  • Customizing or troubleshooting content added via the rich text editor
  • Adding new fonts
  • Editing images (including cropping, adjusting color profiles, removing backgrounds, etc.)
  • Implementing changes that provide misleading or deceptive information to customers
  • Custom translation services (including order printer and e-mail notification templates)

Preparing to contact support

Before reaching out to Shopify support, you should complete the following steps:

If your store setup is complete and the customization you are looking for isn’t possible using the theme editor, then you can contact support to review the request.

After you contact our support team and outline your request, you can expect to receive a response within 2-4 business days.

Supported browsers

A theme's layout, browsing experience, and purchasing actions need to support the following browsers and releases:

Desktop browsers

  • Safari - latest two releases for Mac
  • Chrome - latest three releases for Mac and PC
  • Firefox - latest three releases for Mac and PC
  • Edge - latest two releases for PC

Mobile browsers

  • Mobile Safari - latest two releases for iOS
  • Chrome Mobile - latest three releases for Android and iOS
  • Samsung Internet - latest two releases for Android

Webviews and other applications

Themes must support browsing and purchasing actions when rendered in webviews for the following applications:

  • Instagram - latest release for Android and iOS
  • Facebook - latest release for Android and iOS
  • Pinterest - latest release for Android and iOS

Additional resources

While Shopify doesn't support extensive or advanced theme customizations, there are several other support resources available.

Forum to discuss theme designs

The Shopify Design forum provides guidance on how to edit HTML, CSS, or Liquid to customize your online store. If you need help editing theme files, then try posting your question in the Shopify Design forum. You can also search through the postings to see what other Shopify merchants are doing with their themes.

Forum for feedback on your store

You can ask for guidance and feedback on colors, fonts, and other design decisions for your store from the Feedback On My Store forum.

Support for apps

If you need help with an app that was developed by Shopify, then contact Shopify support for assistance.

If you need help with a third-party app, then find the app on the Shopify App Store and click Get support to contact the app developer.

Rich text editor

If you need help formatting your content with the rich text editor, then try installing an app to edit the pages in your store.

Online store speed report and recommendations

A fast online store can can improve the shopping experience for your customers, make your store more discoverable, and increase conversion. You can learn how your store performs against industry standards and other Shopify stores like yours by viewing your Online store speed report. If you need help with your online store speed, refer to Improving your online store speed.

Shopify Theme Store

If you want help adding functionality to your theme, such as a sidebar, image zooming, an extra slideshow, or infinite scroll, consider trying a different theme instead. If your theme doesn't have the functionality you want, search the Theme Store to find a theme that better suits your needs.

Shopify experts

Shopify experts are experienced industry professionals who have extensive knowledge about creating, updating, and perfecting Shopify themes.

To hire a designer or developer to customize your theme, visit the Shopify Experts Marketplace.

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