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Support policy
Every validly licensed Ursus theme includes support from the team that builds and maintains it. This Support Policy explains who can receive support, what support covers, how to contact us, and what you can expect after submitting a request.
This policy forms part of our Terms of Services. By requesting support, you agree that your request will be handled under this policy.
Support eligibility
Support is available for a store that holds a valid licence for the relevant Ursus theme.
Store owners and people authorized to work on their behalf, including developers, agencies, and freelancers, may submit a support request. We may ask you to confirm the store's theme licence or your authority to act for the store before providing support or requesting store access.
Unlicensed themes aren't eligible for support or updates. Questions about licence status or transfers should be directed to Shopify Support.
How to get help
Before submitting a request, check the documentation for your theme. It explains the theme's sections, blocks, settings, features, and known behaviours.
If the documentation doesn't answer your question or the theme isn't working as expected, you can:
Please submit the same issue through one channel only. Duplicate requests may slow down our response.
What to include in your ticket
Giving us the full picture in your first message usually saves a round trip:
- The theme you're using, and its version
- Your store URL, ending in
.myshopify.com - Where the problem is - the page, section, or setting involved
- What you expected to happen, and what happened instead
- Screenshots or a short screen recording
- Any modifications to the theme, including what was changed and by whom
Don't send passwords, payment information, customer records, order details, or other sensitive information through a support ticket. If a screenshot or recording contains personal information, remove or obscure it before sending whenever possible.
Support language
Support is provided in English.
You may write to us in another language, and we may use translation tools to help understand and respond to your request. Translation may affect accuracy or response time, so English is recommended where possible.
Response times and support hours
Support hours: 8:00 AM to 8:00 PM (GMT+7), Monday to Friday.
We reply as quickly as we can:
- During support hours - expect a first response within 10 m
- Outside support hours - you'll hear from us no later than 12:00 PM (GMT+7) on the next business day
These are service targets, not guaranteed resolution times. Response times may vary because of ticket volume, technical complexity, or circumstances outside our reasonable control.
Some requests can be answered immediately. Others may require investigation, reproduction, coordination with Shopify or a third-party provider, or a fix in a future theme update. When more time is needed, we'll share relevant progress or next steps when reasonably possible.
What Ursus Support covers
We help with the theme as it ships:
- Theme settings - using a theme's sections, blocks, settings, and presets
- Theme editor - configuring the theme through the Shopify theme editor
- Built-in features - how a theme's features are designed to behave
- Standard behavior - how the theme works across templates
- Confirmed bugs - issues in a theme in its original, unmodified state
- Theme updates - what changed in a release, and questions about updating
- Documentation - helping you find the right part of it
As a general rule: if it can be done through the theme editor, we can help you do it.
What's outside Ursus Support
Some things fall outside what we handle. The examples below are not exhaustive and include, but are not limited to, the following:
In each case, we've said where to go instead, so you're never left without a next step.
Shopify services and account matters
We don't support Shopify account access, plans, billing, payouts, checkout configuration, domains, shipping, taxes, payment providers, staff permissions, or other Shopify-administered services.
Contact Shopify Support for these matters.
Third-party apps, scripts, and integrations
We don't install, configure, debug, or maintain third-party apps, scripts, analytics tags, tracking code, or integrations, and we don't guarantee compatibility with every third-party service.
Contact the relevant provider for support. If an issue can be reproduced on an original, unmodified copy of the Ursus theme without the third-party service, send us the reproduction steps and we'll investigate it as a possible theme issue.
Custom code and modified themes
We don't debug, rewrite, maintain, or migrate custom code or modifications made by you, an app, or another developer.
If a modified theme isn't working as expected, we may ask you to reproduce the issue on a clean, unmodified copy of the latest available theme version. This helps determine whether the issue is caused by the theme or by a customization.
Before changing theme code, duplicate the theme and keep a backup of any custom work.
Custom development and design
Support doesn't include building custom features, sections, layouts, designs, or other work outside the theme's built-in options.
If you're looking for custom work, visit our Services page to see what we offer and submit a request. Submitting a Services request is separate from Support and is reviewed independently.
SEO, performance consulting, and business advice
We don't provide SEO audits or setup, conversion-rate optimization, page-speed consulting, app recommendations, or business strategy advice.
If you report a reproducible performance defect caused by an unmodified Ursus theme, we will review it as a possible theme issue. We don't guarantee a particular third-party audit score because results depend on store content, apps, scripts, network conditions, and other factors outside the theme.
Legal and compliance advice
We can explain how a theme feature works, but we don't provide legal, tax, privacy, accessibility, or regulatory advice or certify that your store complies with a particular law or standard.
You are responsible for determining and meeting the requirements that apply to your store. Consult an appropriately qualified professional where necessary.
Payments, refunds, and licence transfers
Ursus can't issue refunds or approve licence transfers. Shopify administers theme payments, refunds, licences, and transfers under its own terms and policies.
Review our Refund Policy and Licence and Transfer guide, or contact Shopify Support.
Store access and security
We may occasionally need temporary access to your store to investigate a support request. If access is needed, we will explain what access is required and how to provide it through a method supported by Shopify.
Never send us your Shopify password or another person's login credentials. You are responsible for reviewing any requested permissions and removing access when it is no longer needed.
We will use store access only to investigate or respond to the relevant support request, subject to our Privacy Policy.
Theme versions and updates
Theme updates are free, including major versions. Existing customers don't pay again for a new major release.
We recommend keeping your theme current. Updates carry bug fixes, improvements, and compatibility changes for Shopify's platform, and fixes are released through new theme versions rather than applied to your existing theme files.
A few things worth knowing:
- Support focuses on the current version of each theme. If you're on an older version and report a bug, we may ask you to update first, since the fix may already be released.
- Updating replaces your theme files. Custom code added to an earlier version doesn't carry across automatically, and moving it over is development work rather than support.
The availability and terms of theme updates are further described in our Terms of Services.
Feature requests
If you have an idea for a theme, we'd like to hear it. Send it through Contact us form.
We review feature requests when planning future releases, but submitting a request doesn't create a commitment to build it, include it in a particular release, or provide a delivery date.
We may use feedback and suggestions to develop or improve our themes without restriction or an obligation to compensate the person who submitted them. Don't include confidential information in a feature request.
Urgent issues
If something breaks your storefront, such as a checkout flow that won't complete or a site-wide error, tell us what's affected and describe the issue clearly in your message so we can assess its urgency
We escalate confirmed critical theme issues immediately for investigation and prioritize them during support hours. Marking an issue as urgent doesn't guarantee an immediate resolution, and issues involving Shopify services, third-party apps, or custom code may need to be handled by the relevant provider
Working with our team
Our team will communicate professionally and respectfully, and we ask you to do the same.
We may limit, pause, or decline support where:
- Communication is abusive, threatening, harassing, discriminatory, or unlawful
- A person repeatedly submits duplicate requests or misuses the support channels
- A request falls outside this policy
- Providing support would create a security, privacy, or legal risk
Where appropriate, we will explain the reason for the restriction. Restricting support doesn't alter any theme licence administered by Shopify.
Changes to this policy
We may update this policy as our themes and support processes change. The "Last modified" date at the top shows when it was most recently revised.
Contact us
If you have a question about this Support Policy or believe we haven't followed it, contact:
Ursus Ecom
Email: hello@ursus-e.com
For general enquiries, visit our Contact us page
For theme-related questions or issues, visit our Get support page
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