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Support Policy

Please read the following text containing our Support Policy. By purchasing any Shopify theme from BSS Commerce, we suppose that you read and agree to our terms and conditions.

Theme Support

With over 10 years of experience as a full-service e-commerce solution provider, we are proud to provide world-class support service for over 21.000 clients around the globe. You can find the full scope of support we provide for our Shopify theme buyers below:

Our official channel for support is Support Portal. Any ticket created via this platform will be handled as soon as possible. We aim to provide our first response within 2 working hours, but the final conclusion might take up to 1-3 days.

Our support team is primarily based in the Indochina time zone (GMT+7) and is available during standard business hours.

After submitting a ticket, you should receive a confirmation email to confirm that our team has received your request. In case you do not receive the email within 15 minutes after submission, please check your Spam folder and/or whitelist our support email sales@bsscommerce.com for further correspondence. If you still cannot receive any update from us in 1 working day, it is likely that you might have input the wrong email address in the ticket. In these circumstances, we recommend that you resubmit your ticket with the correct email address.

All Shopify themes by BSSCommerce are licensed to 1 store only per purchase and may not be used in additional stores. 

We provide FREE and LIFETIME support for :

  • General questions regarding the functionality and technical capability of the theme.
  • Any Shopify compatibility issues occurred with the standard theme install.
  • Any critical bugs and errors within the original source code of the theme.
  • Function setup and theme settings configuring.

Our support service DOES NOT apply to:

  • Themes that have been modified or changed to the design and the source code of our theme.
  • Theme versions that are not purchased directly from Shopify Theme Store.
  • Any compatibility issue, removal, or update relating to 3rd-party applications and customization services. For these issues, kindly contact your app/service providers for support.
  • Troubleshooting issues related to Shopify admin or Theme Editor. For these issues, kindly contact Shopify support for more details.
  • Instructions or consultations on how to modify or customize the theme source code.
  • Theme re-setup due to installing theme updates that contain changes in design or layout. In these cases, you will need to manually change the configurations in Theme Editor.
  • General questions on how to sell/market products on Shopify platform. We also reserve the right to limit support for merchants with excessive inquiries, especially customization requests or questions that are documented elsewhere.

Theme Update

BSS Commerce updates our themes regularly to meet customers' needs and make our products compatible with regular Shopify updates. We provide FREE and LIFETIME updates of all Shopify themes that are purchased on Shopify Theme Store. 

The details of each update will be listed under the Support and documentation section in the theme listing page. Please take notice of what has been changed or updated in the particular version.

Theme Customization

We provide Customization service for all merchants who wish to make changes to their store using our themes. Merchants can contact for customization requests via our Support Portal.

Customization Terms & Conditions

  • We only start the development process once you are completely satisfied with the quote and solution we provide. Hence, customization will be similar to the discussed requirements and does not include any further changes or additional changes. 
  • Any further or additional changes will be considered as a separate project and will be quoted separately. Customization also does not include installation support. Free Installation support is only applied to themes by BSSCommerce.
  • Free customization support will be valid for one month only upon delivery of the project. For further support, you need to extend the support time and we would like to charge you an additional amount of fee for extended support time.
  • During Customization service, please don't make any modification on any file. If you are making any change, please inform us first and make a backup of your store’s code.
  • Customization is guaranteed only for the site we work on. We are not responsible for any site's change/update/upgrade later on the site or applying the same customization on other sites even in the free support period of the project.

Notifications Of Changes

Please note that this Support Policy may change from time to time. BSS Commerce reserves the right to modify these terms and conditions at any time. Regardless, we will post any changes on this page and, if the changes are significant, we will provide a more prominent notice.

Contact

Please contact us at sales@bsscommerce.com or Skype: support.bsscommerce for any concerns and questions.

Our support agents will assist you within 2 working hours.

 

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