Support Policy
Thank you for choosing Primavera! We’re happy to answer your questions and help you configure the theme to fit your brand.
How to contact us
Send us a support request through our support form and we’ll get back to you as quickly as possible. We do our best to respond to requests in the order that they are received, typically within 48 hours. If you have not received a response within this timeframe, please check your spam folders.
What our support includes
- Answering questions related to our theme’s existing features and capabilities
- Assistance configuring theme settings and features
- Fixing bugs or issues on clean, unmodified installations of our theme
- Providing updated versions of the theme for installation on licensed stores
What our support does not include
We are unable to assist with the following requests:
- Any changes or modifications to the theme’s existing design or functionality, including support with any code tutorials provided in our Theme Docs
- Updating themes or migrating code changes to a newer theme version
- Installing or removing third-party apps or services, including apps installed from the Shopify App Store
- Troubleshooting or fixing bugs on a modified theme installation
- Troubleshooting or fixing bugs following the installation of a third-party app or service
- Issues related to the Shopify platform, such as theme and app licenses, products, checkout, customer orders, customer accounts, inventory, shipping, taxes, discounts or any other functionality managed within the Shopify admin
- Issues related to performance optimization or SEO
- Support for stores with unlicensed copies of the theme
We reserve the right to refuse or deny support service at our discretion. Harassment of any kind aimed at members of our support team will result in an instant and irreversible denial of all further services.
Feature requests
If you have an idea on how we could improve Primavera, we’d love to hear from you.