Support for themes

Before making customizations to your theme, make sure that you understand what level of support is available. If you are making basic customizations, then you can get support from your theme's developer. If you are making large, extensive changes to your theme, then take a look at our list of additional resources for theme support.

You can check out our design policy to learn about the kinds of customizations that Shopify doesn't support.

Where to find support for your theme

Free themes from Shopify

If you are using a free theme from Shopify, then our Support team can help you with supported customizations for that theme. 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 help. You can check out other support options in Additional resources for theme support.

Although there is a wide variety of customizations that Shopify can help you with, there are some kinds of customizations that Shopify doesn't support.

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

To find support for your theme:

  1. Find the theme you want to edit and click the Customize button for the theme.

  2. Click the Theme settings tab.

  3. Click Read documentation or Support:

    Theme support

Shopify Design Policy

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

  • Implementing unsupported customizations
  • Customizing any free theme that has already had significant code changes
  • Installing, removing, or modifying third-party apps (apps not developed by Shopify)
  • Adding new fonts
  • Editing slideshows
  • Adding a second add to cart button on the product page
  • Changing drop-down menus into buttons
  • Making a theme wider or narrower
  • Making an unresponsive theme responsive
  • Adding infinite scroll
  • Editing images
  • Customizing labels or badges for collection pages
  • Adding color swatches 
  • Moving features from one theme to another
  • Editing the code for the checkout (except for Shopify Plus)

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

Additional resources for theme support

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

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