Support Policy

We care about your shop and want you to create a successful online business. We are so happy you have chosen Out of the Sandbox as your theme provider!

We are available to answer your questions and help you configure your theme to match your personal style or brand.

Supported themes

Support for older versions of our themes is limited. Upgrading to the latest version is required for us to provide technical support. We currently provide support on the following theme versions:

• Atlantic v15.0.0+
• Editions v11.0.0+
• Empire v6.0.0+
• Flex v3.0.0+
• Grid v5.0.0+
• Launch v7.0.0+
• Pacific v5.0.0+
• Parallax v5.0.0+
• Responsive v8.0.0+
• Retina v6.0.0+
• Startup v11.0.0
• Superstore v4.0.0+
• Tailor v1.0.0+
• Turbo v7.0.0+

Support responses

Any support question submitted to the Help Center will be considered high priority and will be responded to as soon as possible. The Help Center is our official channel for support.

• Response time – We aim to reply within 24 hours; however, please allow 1-3 business days. Response times may vary based on ticket volume.
• Support availability – Support is available during standard business hours, primarily in the Canadian and U.S. Eastern time zones.
• Advanced requests – Complex issues may take longer if they require additional research or consultation.
• Request details – For faster resolution, include detailed descriptions, screenshots, and detailed steps to recreate any issues.
• Queue order – Requests are handled on a first-come, first-served basis. Submitting multiple requests will place your original request at the end of the queue, possibly extending response time.

Scope of support

What our Out of the Sandbox support team CAN help with;

• Our support team can give you guidance on our theme features, functionality, and configuring theme settings.
• Shopify compatibility issues arising from a standard theme install.
• Any bug reports that are as a result of the theme in its original state.

Support limitations

What our Out of the Sandbox support team CANNOT help with;

• Shopify administration or native Shopify functionality – These types of issues can typically be better answered by Shopify Support.
• Requests that are well documented – For issues covered in the Shopify Help Center or our own help center, we refer you to those resources.
• Real-time support channels – Our support is provided via email only. We do not offer support through phone, Skype, Facebook Messenger, live chat, or other real-time channels.
• New feature development or custom designs – We do not provide custom feature development or design services, but we can refer you to Shopify Experts for further assistance.
• Errors related to theme customizations – If you’ve customized your theme through third-party plugins, apps, or template modifications, we recommend reverting those customizations to restore the default functionality.
• Third-party app issues – We do not provide support for the installation, configuration, or troubleshooting of third-party apps, including those from the Shopify App Store. It is the app developer's responsibility to assist with integration into your theme.
• Theme customizations – Support for removing or updating customizations made to a theme, whether by Out of the Sandbox or other parties, is not provided. We recommend reverting to the original theme files where possible.
• Upgrading themes – We do not offer support for theme upgrades, whether or not they have been customized. If you encounter issues, we encourage you to report the issue in detail.
• Theme update issues – If you encounter incomplete or erroneous theme updates using our Shopify Theme Updater app, we can assist with troubleshooting those specific issues.
• SEO, conversion rate optimization, or business issues – We cannot provide support for SEO setup, troubleshooting, or optimization strategies, including microdata, schema tags, meta tags, canonical tags, or indexing problems. Additionally, we do not offer assistance with conversion rate optimization, business, legal, or similar matters.
• Page speed or validation issues – We do not support troubleshooting of page speed issues, W3C validation, or other related validation problems.
• Analytics and tracking code issues – We do not offer support for third-party analytics or tracking code installations, such as Google Search Console, Google Merchant Center, Google Analytics, Google AdWords remarketing tags, Google Tag Manager, Facebook Pixels, or other similar services.
• Rich snippets or schema validation – Issues with rich snippets or schema validation are outside of our support scope.
• Developer customization support – It is the responsibility of the developer to handle customizations using CSS, Liquid, and other technical aspects. We do not provide developer-specific support.
• Personal data deletion – If you request the permanent deletion of your personal information from our systems, your license remains valid, but we may not be able to provide technical support if personal data has been deleted.
• Legal or compliance matters – We do not provide support for legal or compliance issues such as accessibility, ADA compatibility, GDPR, COPPA, privacy, or other related matters.
• Third-party code and apps – We do not support third-party code or apps and do not test whether apps work with our themes. It is the app developer's responsibility to ensure proper integration.

Priority support

• Priority support – Priority support requests are handled with higher urgency, but we cannot guarantee specific turnaround times. More advanced requests may take longer if additional research or team consultation is required.
• Providing detailed information – To ensure maximum efficiency and faster resolution, please include as many details as possible, including screenshots and specific steps to reproduce any issues in your request.
• Scope of support – The priority support plan does not expand the scope of support. It does not cover customizations or other request types listed in the exclusions below.

Additional support limitations

• Support availability – As outlined in our terms and conditions, technical support is not guaranteed. We will do our best to assist you or refer you to appropriate resources to help resolve your issue.
• Valid theme license – A valid, registered theme license is required to receive technical support, subject to verification by Out of the Sandbox.
• Support limitations – We reserve the right to limit support to the theme’s end user only. Developers working on client projects should factor in professional fees for customizations we cannot support. We may also limit support for excessive inquiries, particularly those related to customizations or issues already documented elsewhere.
• Language support – Support is available in English only. While we may attempt to translate tickets submitted in other languages, we cannot guarantee support in any language other than English.
• Email accuracy – Inquiries with typographical errors in the sender’s email address may prevent us from delivering a response. If you do not receive a confirmation email within 15-30 minutes, please check your "spam" or "junk" folder, and verify your email address is correct.
• Theme license transfer – If you need to transfer your theme license to another store you own, you may need to contact support to finalize the transfer. Please allow 1-3 business days for processing.
• New requests – If you reply to a resolved issue with a new question, it will be treated as a new request. This may result in a 1-2 day turnaround and could be answered by a different support representative.

Theme issues versus customization issues

We prioritize resolving valid theme issues and bugs promptly, releasing updates through Shopify’s standard theme release process. While immediate fixes are not guaranteed, our commitment is to address these issues for all merchants as soon as possible.

• Customization Responsibility – If an issue is due to customizations or changes to the original theme files, we may ask you to revert the files or install a fresh theme copy.
• Guidance for Custom Coding – Those with coding experience may extend theme functionality beyond built-in options, but we cannot provide step-by-step guidance for this, and this will not be able to be supported by our Out of the Sandbox support staff.
• Custom Code and Third-Party Assistance – Custom code created by third parties may not be fully tested, and we are unable to assist with its implementation, troubleshooting, guarantee it will be error-free, or work as intended within our themes.
• Updates and Theme Versions – We cannot transfer customizations to new theme versions if you decide to update your theme.

Our support team can assist with theme settings and built-in features, but custom code changes are not included in our support. For customizations, consider hiring an experienced Shopify developer.

Limitation of liability

• Liability for collaborator access – When granting collaborator access to Out of the Sandbox support staff, we are not liable for any changes, customizations, or alterations made to your shop, including any resulting in lost profits or special, incidental, or consequential damages, whether caused by our team or unauthorized access via your account.
• Customization testing and additional development – Customizations made by Out of the Sandbox support may not be fully tested and could require additional development time beyond the scope of our support.
• Third-party developers – While we maintain a list of suggested developers and professionals, these companies operate independently and are not endorsed by Out of the Sandbox. We cannot provide assistance with issues related to these developers.
• Feedback on third-party providers – If a provider does not meet expectations, we encourage you to provide detailed feedback. At our discretion, we may remove them from our list of suggested developers.
• Commission from referrals – Out of the Sandbox may receive a commission for referring customers to third-party developers.

Harassment and Merchant Code of Conduct 

We reserve the right to restrict support and potentially withdraw support based on what Out of the Sandbox deems as inappropriate behavior. The following behavior will not tolerated:

• Language that is racist, sexist, or discriminatory in any way.
• Inappropriate or foul language.
• Threats or disparaging comments directed to Out of the Sandbox staff or contractors.