Support Policies

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 and support channels

Response time

• Weekdays (Mon–Fri): We aim to reply within 8 hours.
• Weekends and holidays: Replies may take up to 24 hours.
• We announce upcoming holiday breaks at least 1 week in advance.

How to contact us

• Email: support-themes@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 and usage

• Guidance on installing the theme, configuring settings, and using built-in sections and 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 and custom code
  • Conflicts introduced by apps or custom code (including edits to Liquid, JS, or 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 and performance services
  • In-depth SEO consulting, schema strategy, or advanced performance tuning (Core Web Vitals audits, script refactors) require specialized services.
• Store operations and content entry
  • Product and 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 and version (for example, "Laurel v1.0.0").
• Clear steps to reproduce the issue: what you clicked, what happened, and what you expected.
• Screenshots or a short screen recording of the problem.
• Any recent changes: installed apps, custom code edits, theme updates, etc.
• If needed, we may request collaborator access. You review and approve access from your Shopify admin.

5) Updates and 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 theme-caused bug fixes quickly and transparently.

If you have questions or need help, email support-themes@nextsky.co. We're here to help!