Support Policy

We are happy you have chosen Archetype Themes as your theme provider. We are available to answer your questions and help you configure your theme to match your personal style or brand.

Support is provided via email by contacting support@archetypethemes.co. We typically respond to support requests within 24 hours, excluding weekends and holidays, though sometimes this can be much sooner depending on the support volume. Our support is only available in English at this time.

After submitting a support request, you should receive a reply back from us requesting your theme name and myshopify.com url. If you do not see this email within 15 minutes, please check your spam folders or search for support@archetypethemes.co to confirm your request was received. If you do not receive this email, there’s a chance we have not received your request.

We always do our best to answer each support request in the order it was received. If your issue is uncommon or more complicated than usual, we may require an extra day or two to resolve the issue or provide an alternative suggestion.

Archetype Themes provides support for its own products only.

We require a valid theme license to receive technical support. Our support is limited to the end user of the theme only

The scope of our support includes:

  • Helping you understand the theme features and configuring its settings
  • Questions regarding theme functionality and general technical abilities

Our products are provided as is. We do not provide support with product customization, alteration or feature addition, nor do we guarantee that our products will be compatible with third party software or services other than Shopify.

Not included in support:

  • Conflicts caused by apps or other 3rd party products
  • Theme upgrades
  • SEO issues or optimizations
  • Design additions or tweaks
  • Setup or troubleshooting for Google, Facebook or other third party tracking apps
  • Support for any other third party products or services
  • Support via phone, live chat, or any messenger service

We do not provide support for our own products when obtained through unauthorized parties. Official theme licenses can be purchased only from the Shopify Theme Store, or our product pages for Impulse or Motion.

Support for older versions of our themes is limited. We may require you upgrade to the latest version to address a bug or a feature request when necessary.

We reserve the right to limit support for customers with excessive inquiries, especially customization requests or questions that are documented elsewhere.

Theme Bugs and Issues

We are committed to addressing any valid theme issues and bugs right away and will release these updates via normal theme release procedure allowed by Shopify. Should your issue or bug arise from customization or change to the original theme files, we will first ask you to revert these files or install a fresh copy of the theme.