What our support covers

Response time

We reply to every request within 2 business days, Monday to Friday. Support is provided in English, by email, through the support form.

1. What is covered

• Questions about the theme settings, sections, blocks and features described in the documentation.
• Bugs that can be reproduced on an unmodified copy of the latest version of Avelio.

Confirmed bugs are fixed in a theme update delivered through the Shopify Theme Store.

2. Modified code is not covered

Support does not cover theme code that has been changed, whether by you, a developer, an agency, an app or an AI tool, or any issue caused by those changes. This includes edits made in the code editor, custom CSS or JavaScript and code pasted into the theme.

We do not write custom code, and we do not move code changes from one theme version to another.

3. Third-party apps are not covered

We do not install, configure or troubleshoot third-party apps, and we cannot guarantee that every app works with the theme. The app developer is the right contact for an issue with their app.

4. Conditions

• Your store runs the latest version of Avelio. If it does not, we will ask you to update first.
• The theme was purchased for your store through the Shopify Theme Store.

5. How we investigate

We test the issue on a fresh, unmodified copy of the theme on your store. Adding a fresh copy does not change your live store.

• If the issue also appears on the unmodified copy, it is a theme issue and we handle it.
• If the issue disappears, it comes from a customization or an app, and it is outside the scope of support.

Also outside support

• Store setup, content writing, image editing and design work.
• Search engine ranking, page speed scores affected by apps or content, analytics and tracking code.
• Shopify features outside the theme, such as checkout, payments, shipping, taxes and markets. Shopify Support can help with these.

Custom work

For changes beyond the theme settings, we suggest hiring a Shopify Partner. Always duplicate your theme before any code change.

Updates

Updates are free and delivered through the Shopify Theme Store. Settings made in the theme editor are kept. Code edits are not kept and must be applied again by hand. See Updating the theme.