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 theme from Shopify, then our Support team might be able to help you with supported tutorials and other small changes. Although Shopify can help you with many customizations, some kinds of customizations aren't supported.

If you're on the Basic Shopify plan or higher, then you can receive 60 minutes of complimentary design support. After you contact our Support team and outline your request, you can expect to receive a status update within 2-4 business days.

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 reach out to a Shopify Expert for further help. You can check out other support options in Additional resources for theme support.

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. Find the theme that you want to edit and click Customize.

  2. Click the Theme settings tab.

  3. Click Read documentation or Support:

    Theme support

Shopify Design Policy

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:

  • Implementing unsupported tutorials
  • 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 slideshows (including sizing, cropping and functionality)
  • Adding pop-ups
  • Adding additional add to cart buttons on product pages or collection pages
  • Changing drop-down menus into buttons
  • Making a theme wider or narrower
  • Making an unresponsive theme responsive
  • Adding infinite scroll (showing more products or content as the page scrolls)
  • Editing images (including cropping, adjusting color profiles, removing backgrounds, etc.)
  • Adding hover effects to product images
  • Adding labels or badges on collection pages
  • Adding color swatches
  • Implementing changes that provide misleading or deceptive information to customers
  • Moving features from one theme to another
  • Changing the color of payment icons
  • Editing the code for the checkout (except for Shopify Plus)
  • Custom translation services (including Order Printer and E-mail Notification Templates)
  • Providing coding instructions or feedback

This is not an exhaustive list of unsupported customizations. Shopify Support assesses customization eligibility on a case-by-case basis.

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
  • Internet Explorer - IE 11 only 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

Page load speed

If you feel your online store's website loads slowly for your customers, then running a third-party online page speed test can help determine the cause. These tests can show whether it is the apps, images, other content, or a combination of the three that is slowing down the website.

Since each page on your website contains different content, it's best to test a variety of pages such as your homepage, collection pages, product pages, and blog pages to see where customers might be experiencing slower load times.

If you find that apps are slowing down your website, then take the following steps to help increase the speed:

  • Remove any unnecessary apps.
  • Consult your theme and app developers.
  • Hire a Shopify Expert.

If you find that images are slowing down your website, then take the following steps to help increase the speed:

If you find that other content is slowing down your website, then take the following steps to help increase the speed:

Other factors for page load speed can be your customer's browser version or cache, your customer's Internet service provider, or any current issues on the Shopify status page.

If a page load speed test shows no major issues, then have your customer check they are on the latest version of their browser, they have recently cleared their cache, and their Internet service provider is not experiencing any outages or degraded performance.

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.

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 find a designer or developer to customize your theme, visit the Shopify Experts directory.

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