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Frequently asked questions

General info

What is Shopify?

Shopify is the world’s leading hosted ecommerce provider, and the platform of choice for over 400,000 active global retailers. Sign up for your free 2-week trial today at Shopify.

How is OOTS affiliated with Shopify?

Out of the Sandbox is an independent theme designer and developer that creates premium themes for Shopify. We are an official Shopify Partner, and we've been producing some of the most popular premium themes in the Shopify Theme Store since 2011.

Does OOTS make themes for other platforms, like WordPress?

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

Can OOTS set up a custom shop for me?

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.

OOTS Pricing & Policies

Can I use the theme in more than one shop?

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.

Do you give refunds?

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

*Exception made for the 14-day guarantee of our Turbo and Flex themes. If you purchase Turbo or Flex and don’t love it, you’ll have two weeks to get a full refund.

Can I use your promo 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.

Theme Selection & Setup

What are the differences between OOTS 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.

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.

How do I install my theme once I've purchased it?

The delivery system for the theme files and the subsequent installation steps will depend on where you purchased the theme from originally (i.e. directly from us on this site, 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 new theme?

You will be able to configure a great many aspects of your theme (incuding fonts, colors, page layouts, images, etc.) from within the Theme Editor, using the theme's built-in settings. We also have many support articles and videos in our extensive Help Center that offer detailed instructions on how to configure and set up each theme.

How do I update my theme?

The official Theme Updater Shopify App by Out of the Sandbox is the easiest, fastest and most convenient way to update your theme.

Theme Support

What is the scope of your theme 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.

Do you provide phone or chat support?

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.

How can I reach you?

You can get in touch via 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).

What if I need help with a Shopify issue?

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.

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