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Frequently Asked Questions

Basic Info

+ What is Shopify?

Shopify is the world’s leading hosted ecommerce provider, and the platform of choice for over 100,000 active global retailers. Sign up for your free 2-week trial today at Shopify.ca

+ How is Out of the Sandbox affiliated with Shopify?

Out of the Sandbox is an independant theme designer and developer that creates premium themes for the Shopify platform. We are an official Shopify Partner and Shopify Expert, and we've been producing some of the best-selling premium themes in the Shopify Theme Store since 2011!

+ Do you make themes for other platforms, like WordPress?

Out of the Sandbox designs and develops themes exclusively for the Shopify platform.

+ Can you migrate my shop from another platform?

We don't currently offer a migration service ourselves, so we recommend reaching out to these Shopify Experts who may be able to take on a full shop transfer project for you.

+ Do you build custom shops?

We're unable to take on any custom shop projects at the moment, but suggest reaching out to one of these recommended Shopify Experts who can create fully customized shops, including those that use our themes as a starting point.

+ Do you offer an affiliate program?

Yes, you can sign up for the Out of the Sandbox Affiliate Program if you would like to refer clients or friends to our themes.

Purchase + Pricing

+ Is the theme purchase a one-time fee?

You only need to purchase a theme once for any particular shop, but each theme is subject to a one-shop license. We release upgrades to each of our themes periodically which usually include new features, and these upgrades are always free.

+ Can I try a theme before buying it?

You can preview themes in your shop before purchasing, by accessing them through the Shopify Theme store. In your shop's Admin panel, go to Online Store > Themes > Visit Theme Store and when you find a theme you want to preview, click the green "Preview in Your Store" button. You can even try customizing the settings, but note that any changes made in preview mode will not save; you'll need to re-do them when you purchase the theme.

+ Can I use the theme for multiple shops?

All of our themes are subject to a one-shop license, so if you want to use the same theme in several live shops, you'll need to purchase a separate copy of the theme for each one. You are free to transfer a theme to a different shop of your own if you close the shop you purchased the theme for originally, but you are not permitted to transfer or sell the theme to anyone else.

+ Can I use your promotional codes in the Shopify theme store?

Out of the Sandbox promo codes will only be recognized and applied at checkout if you purchase the theme from us directly, via our theme product pages.

+ Do you issue refunds?

Since our themes are non-tangible, irrevocable digital goods, all theme purchases are final and non-refundable.


+ How do I install a theme?

The delivery system for the theme files and the subsequent installation steps will depend on where you purchased the theme from originally (i.e. from us directly or through the Shopify Theme Store). Please refer to our "How to Install a Theme" article for further details.

+ How do I set up my theme?

You can configure many aspects of your theme (incuding fonts, colors, page layouts, etc.) with the built-in Theme Settings ( Admin panel > Online Store > Themes > Customize Theme). We also have many support articles and videos in our extensive Support Center that offer detailed instructions on how to configure and set up each theme.

+ How do I upgrade my theme?

The upgrade steps will depend on where you purchased the theme from originally (i.e. from us directly or through the Shopify Theme Store). For more details on the upgrade process, please view our support article on How to Update your Theme

+ What theme is best for me?

Choosing a theme for your shop can be fun, but challenging! Ultimately you'll want to consider the particular needs of your business and brand style, but all of our themes have been used successfully for all kinds of shops. We recommend checking out this support article on Theme Shopping for tips on comparing themes and what details to watch for when choosing between them.

+ What are the main differences between the themes?

Our themes often share common features and styling, but you may want to pay particular attention to the logo placements, the dropdown navigation styling, the layout configuration of the blog and social feeds on the home page, the footer style and whether or not the theme supports a horizontal slideshow in the top banner. View comparison chart here.

+ Can you help me add new features to my theme?

While there are often small changes or additions that we can help you with through our Theme Tweak service (currently on hold), we may often refer you to one of these Shopify Experts that know our themes well, and who can take on custom projects to add new features and functionality to your shop.


+ Do you provide phone support? What about Skype or Facetime?

We don't offer phone or video call support at this time. We are able to keep our support services accessible and cost effective by offering them exclusively online instead.

+ What is the scope of your support?

Our support encompasses general questions about theme functionality, help with configuring the theme settings and any observed bugs or theme issues. It does not cover issues such as errors due to third-party plugins or as a result of modifications made to the theme code. For the full details on the scope of our support, please visit our Support Policy page.

+ What if I need help with Shopify issues?

General shop questions such as how to upload products, create collections, add discount codes, manage your domains, etc. can be best addressed by contacting Shopify Support directly and/or by reviewing their extensive documentation available in the Shopify Manual.

+ How do I reach you when I have a specific question?

You can reach out to us at any time through our Support Email or by filling out our Contact form. Please provide key details along with your question, such as which theme you're using and your shop URL (and password too, if the shop is locked).

+ How fast do you respond to support inquiries?

We aim to provide feedback for all requests within 24 hours, but please allow for 1-2 business days for a response. Our support team is primarily based in the Eastern Standard Timezone and is available during standard business hours, Monday to Friday.

+ Help! I need urgent support. What can I do?

For immediate assistance, the best option would be to contact Shopify Support, as they maintain a 24/7 phone and online chat service.

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