Support policy

Placebo is made and supported by Melriver. This page says what support covers, what it does not cover and how to reach us.

How to reach us#

Use the support form. It asks for your store URL and a description of the problem, and lets you attach screenshots. Requests sent through the form reach the people who built the theme.

Before you write, search this documentation and read the FAQ. Most setup questions are answered there.

Response time#

We reply within two business days, Monday to Friday. Requests received on a weekend or a public holiday are answered from the next business day. We answer in English.

A bug that stops customers from buying, such as a broken add to cart button or cart, is treated as critical and handled first.

What is covered#

Support is included with the theme, for as long as the theme is sold on the Shopify Theme Store.

• Bugs in the theme. Something that does not work as this documentation describes, on a current version of a supported browser. We confirm the bug, tell you what to expect and fix it in a theme update.
• Setup questions. How to use a section, a block or a setting, and how to reach a result shown on the theme's demo stores.
• Questions about the documentation. If a page is unclear or out of date, tell us and we will correct it.
• Theme updates. Fixes and improvements released through the Shopify Theme Store, at no extra cost.

What is not covered#

• Custom code. Writing, reviewing or repairing changes to the theme's code, including code added through a Custom Liquid section or block.
• Third-party apps. Installing, configuring or fixing an app, or a conflict caused by an app's code. Contact the app's developer. We can confirm whether the theme's app block areas work as documented.
• Design and content work. Building pages for you, writing copy, editing images or migrating content from another theme or platform.
• Shopify itself. Checkout, payments, shipping rates, taxes, markets, domains and customer accounts are managed in your Shopify admin and supported by Shopify.
• Older versions. If a bug is already fixed in a newer version of the theme, the fix is to update.
• Marketing and SEO services. The theme provides the technical base described in Performance, accessibility, SEO. Rankings and conversion depend on your store.

Paid customization is not part of the theme and is not sold through theme support. If you need custom development, a developer from the Shopify Partner Directory can help.

Custom code#

This documentation contains no tutorial that requires editing the theme's code. Everything it describes is done in the theme editor or in your Shopify admin.

If you choose to add code, through the Custom Liquid section, the Custom Liquid block, the Liquid code setting of the cart drawer or the code editor:

• Duplicate the theme first. In Online Store › Themes, select the ... button beside the theme, then Duplicate. Work on the copy and keep the original as a backup.
• The feature is supported, your code is not. We support the Custom Liquid section, block and setting themselves: they accept code and render it. We do not support the code you put in them or its effects on the rest of the page.
• Edited theme files stop automatic updates. If you change files in the code editor, Shopify may no longer update the theme automatically, and your changes are not carried into new versions.
• To check whether a problem comes from custom code or an app, preview an unmodified copy of the theme. Add a fresh copy from the Theme Store to your library and preview it. If the problem is gone there, it comes from the changes.

What to include in a request#

A complete request gets a faster answer.

• Your store URL, in the form storename.myshopify.com.
• The theme and its version. The version is shown in Online Store › Themes, under the theme's name.
• The address of the page where the problem happens.
• What you did, what you expected and what happened.
• A screenshot or a short screen recording.
• The device and browser, if the problem appears only on some.

We never ask for your Shopify password. If we need to look at your theme, we will send a collaborator access request, which you can accept or decline in your Shopify admin.

Supported browsers#

The theme supports the current and previous major versions of Safari, Chrome, Firefox and Edge on desktop, and Safari on iOS, Chrome on Android and Samsung Internet on mobile.

Refunds#

Themes are purchased from Shopify. Refund requests are handled by Shopify under the Theme Store's terms.