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.

To find support for your theme:

  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 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 tutorials
  • 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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