Fluorescent
Eclipse
Eclipse
  • Get started
    • Migrating to Eclipse
    • Theme license
  • FAQs
  • Changelog
    • Update your theme
  • General
    • Editing themes
      • Dynamic content with metafields
      • Edit default theme content
      • Multiple languages
      • Unique content for markets
      • Customizing your site
      • H1 heading tags
    • Image guide
      • Web ready photography
      • Image sizes
      • File formats
      • Theme image settings
    • SEO for Shopify
    • Online store speed
    • Accessibility
  • Theme settings
    • Theme settings
      • Social media
    • Theme styles
    • Fonts
    • Colors
  • Corner rounding
  • Pages
    • Page templates
      • Using templates
      • Customize page styles
      • Create and assign templates
    • Demo layouts
    • About page
    • Home page
    • Blog page
    • Blog post
    • Contact page
    • Password page
    • Search page
  • Sections
    • Sections
      • Using sections
      • Content blocks
    • Blog posts
    • Collapsible content
    • Collection list
    • Contact form
    • Featured collection
    • Featured links
    • Feature product
    • Grid
    • Icon with text columns
    • Image hero
    • Image with text
    • Multi-column
    • Newsletter
    • Rich text
    • Scrolling content
    • Shop the look
    • Shoppable feed
    • Slideshow
    • Video
    • Video hero
    • Video with text
    • Custom Liquid
  • Header
    • Announcement bar
    • Header
      • Layout and style
      • Logo
      • Transparent header
      • Mega menu
      • Language and Currency
    • Impact logo
    • Search
  • Footer
    • Footer
      • Image Text and Socials
      • Links block
      • Newsletter and Socials
      • Language and Currency
      • Custom Liquid
  • Products
    • Product listings
      • Product card styles
      • Sale and sold out badges
      • Quick shopping
    • Prices and currencies
    • Swatches
      • Use default colors
      • Use custom colors
      • Use custom images
  • Product pages
    • Product page
      • Gift card product
    • Media gallery
      • Media grouping
    • Product overview blocks
      • Description
      • Price
      • Buy buttons
      • Collapsible row
      • Complementary products
      • Custom option
      • Featured icon with text
      • Icon with text
      • Inventory status
      • Image block
      • Popup block
      • Product rating
      • Text block
      • Share icons
      • Custom Liquid
    • Variant selector
      • Info popup
    • Sticky add-to-cart
    • Sibling products
    • Product recommendations
  • Collections
    • Collection page
      • Banner
      • Product grid
      • Promotion tiles
      • Filters and sorting
    • Collection list page
  • Cart
    • Cart
    • Free shipping bar
    • Cross sells
  • Popups
    • Popups
  • Support
    • Support policy
    • Shopify vs Theme issues
    • Store access requests
  • Advanced
    • Custom CSS
    • Custom fonts
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On this page
  • Theme Updates
  • Bug Fixes
  • Apps

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  1. Support

Support policy

We're happy to provide bug fixes and answers to questions arising from general use of the theme. We cannot provide support for integrations with third party apps or any problems that might arise from using third party apps.

What we cover

✓ A friendly team of Canada-based experts.

✓ Questions about general theme functionality.

✓ Assistance with setting up a theme’s built-in features.

✓ Bug fixes for issues arising from unmodified use of the theme

✓ Free updates to your theme version through the https://help.shopify.com/en/manual/online-store/themes/managing-themes/updating-themes.

What we don’t cover

Ⓧ Issues related to the Shopify admin (such as Product and Collection setup, Shipping and Delivery, Payments, etc). These questions should be directed to http://help.shopify.com/ who are best suited to assist you.

Ⓧ Troubleshooting issues related to theme modifications.

Ⓧ Support for integrations or third-party apps. Please contact the app developer directly for assistance, as it is their responsibility to help install their application and code into a theme.

Ⓧ Support via telephone or video chat.

Ⓧ Installation of theme updates (we’re happy to walk you through it, though).

Ⓧ Transferring customizations to a new version of the theme.

Ⓧ Support for conversion rate optimization, page speed, and third party analytics or tracking code (such as Google Tag Manager or Facebook Pixel).

Limitations

⚠ All theme purchases include lifetime support! The level of support we can offer, however, is limited for versions that are more than a year old, and very limited for vintage versions of themes (pre-OS2). Upgrading to the latest version is always recommended and may be required in order for us to provide technical support.

⚠ Sending multiple tickets for the same issue will result in your ticket being moved to the bottom of the queue, which could result in a delayed response. Please send only one ticket and follow up with our team if you haven’t received a response within 2 business days.

⚠ Support is provided in English, however if a ticket is submitted in another language we will attempt to use a translation tool to respond.

⚠ Inappropriate or discriminatory language will result a termination of support services.

Theme Updates

You can update your theme version through the Theme Store as long as you or an installed app haven't made any code changes to your theme. If you’ve made changes to your theme through code changes or apps, please see our Help Centre for instructions on how to update your theme version manually.

Bug Fixes

We are committed to fixing theme bugs as quickly as possible. Our team will provide you with a fix where possible, and a proper solution will be provided in order of priority and according to our development schedule. Please refer to the Changelog for your specific theme (available in our Help Centre) to see when an update is available.

Apps

Due to both the complexity and sheer volume of third-party apps available, we cannot guarantee compatibility of all apps with our themes. The app developer should be your first point of contact if you’re experiencing issues with functionality, as they will be most familiar with how the code that controls the app works.

We also advise using caution when installing apps into your store. Many apps will inject code into your theme that may remain even if you’ve deleted the app from your store, which could cause future compatibility issues. If you’re experiencing issues with app code in your theme, you’ll need to speak with a developer who can fix this for you.


Related links

Last updated 6 months ago

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Ⓧ Customizations to the design or code of your theme. We recommend hiring a for any customizations to the default theme.

Ⓧ Issues related to search engine optimization. All Fluorescent themes are built using Shopify-approved best practices and we are unable to provide specific guidance outside of .

⚠ When you buy a theme from the Shopify Theme Store, that theme is licensed only to the store that you originally buy it for. Please also note that per Shopify’s , unlicensed themes aren’t eligible for support or updates when new features are released.

⚠ If you want to transfer a theme license to another store, please contact billing department for assistance.

Shopify vs. Theme issues Store access requests

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