Support Policies
Written by Luuk_CS_Nextsky
Last updated
At NextSky, we provide friendly, responsive, and professional support to help you get the most from your Shopify store with our themes. This policy explains how to reach us, what’s included, and what falls outside the scope of theme support.
1) Response Time & Support Channels
Response time
Weekdays (Mon–Fri): We aim to reply within 1 hour.
Weekends & Holidays: Replies may take up to 2 hours.
We announce upcoming holiday breaks at least 1 week in advance.
How to contact us
Email: support.store@nextsky.co
Support is available for all merchants using our theme purchased via the Shopify Theme Store, at no additional cost.
2) What’s Included in Support
We’re happy to help with:
Theme setup & usage
Guidance on installing the theme, configuring settings, and using built‑in sections/blocks.
Help with recommended theme configurations.
Bug fixes (theme-related)
If an issue is caused by the theme itself, we will fix it promptly and provide an updated version or workaround.
General guidance
Tips on how to achieve layouts using existing theme options.
Information about updates and newly released features.
Basic performance advice
High‑level recommendations to keep your storefront fast and optimized (image sizing, lazy load tips, section usage, etc.).
3) What’s Not Included
To keep support timely and effective for all merchants, the following items are outside our standard theme support:
Third‑party apps & custom code
Conflicts introduced by apps or custom code (including edits to Liquid/JS/CSS) fall outside our scope.
We can offer general pointers, but detailed debugging or rewriting custom code is not covered.
New features or major customizations
Requests that extend beyond the theme’s built‑in features and settings (net‑new components, bespoke UX flows, complex integrations).
Advanced SEO & performance services
In‑depth SEO consulting, schema strategy, or advanced performance tuning (Core Web Vitals audits, script refactors) require specialized services.
Store operations & content entry
Product/category data entry, copywriting, media editing, or setting up non‑theme Shopify features (payments, shipping, taxes, POS, etc.).
If you need any of the above, we’re happy to recommend Shopify Experts for custom work.
4) Helpful Details to Include in Your Request
Providing the following upfront helps us resolve issues faster:
Store URL and theme name + version (e.g., “Glozin v3.0.0”).
Clear steps to reproduce the issue (what you clicked, what happened vs. expected).
Screenshots or a short screen recording of the problem.
Any recent changes (installed apps, custom code edits, theme update, etc.).
If needed, we may request collaborator access (you’ll review and approve access from your Shopify admin).
5) Updates & Maintenance
We regularly release updates to improve performance, fix bugs, and add enhancements.
We recommend duplicating your live theme before any update.
6) Our Commitment
We strive to:
Communicate clearly and respectfully.
Provide practical, merchant‑friendly solutions using built‑in theme options.
Prioritize the theme‑caused bug fixes quickly and transparently.
If you have questions or need help, email support.store@nextsky.co. We’re here to help!