Effective Date: March 1, 2026
Last Updated: March 1, 2026

At Tropic Arts, we stand behind the themes we build. This Support Policy outlines what is included with your theme purchase, how to contact us, and what to expect when you reach out for help. Our goal is to make sure you have a smooth experience setting up and running your store with a Tropic Arts theme.

Who Is Eligible for Support

Support is available to anyone who has purchased a Tropic Arts theme through the Shopify Theme Store and is using it on an active Shopify store. Support is provided for the most recent version of the theme. If you are running an older version, we may ask you to update before we can assist with certain issues.

What Support Includes

Our support covers the theme as it was designed and delivered. This includes assistance with theme installation and initial setup; guidance on using the theme's built-in features, sections, and settings through the Shopify theme editor; clarification on theme documentation and how specific features work; and bug fixes for issues caused by the theme's own code when used as intended.

We are here to help you get the most out of your theme's existing capabilities and to resolve any issues that are within our control.

What Support Does Not Include

While we want to be as helpful as possible, there are certain things that fall outside the scope of standard theme support. These include custom development work, bespoke design changes, or feature additions beyond the theme's built-in settings; troubleshooting issues caused by third-party apps, custom code additions, or modifications made to the theme by you or another developer; general Shopify platform support, including account setup, billing, domain configuration, payment gateways, or shipping settings; training on Shopify administration, Liquid templating, HTML, CSS, JavaScript, or web development in general; and performance or display issues caused by content that does not meet recommended specifications (for example, oversized images or improperly formatted product data).

For Shopify platform questions, we recommend contacting Shopify Support directly.

How to Contact Us

The best way to reach our support team is by email at hello@tropic-arts.com. When submitting a support request, please include the following information to help us assist you as quickly as possible: your Shopify store URL, the name of the Tropic Arts theme you are using, a clear description of the issue or question, screenshots or screen recordings if the issue is visual or behavioral, and any steps you've already taken to try to resolve the issue.

Providing this information upfront helps us avoid back-and-forth and get to a resolution faster.

Response Times

We aim to respond to all support inquiries within one to two business days. Business days are Monday through Friday, excluding major U.S. holidays. Response times may vary depending on the volume of requests and the complexity of the issue.

More complex issues — such as bugs that require investigation or testing — may take additional time to resolve. In those cases, we will keep you informed of our progress and provide an estimated timeline when possible.

Theme Updates

We actively maintain our themes and release updates to address bugs, improve performance, add new features, and ensure compatibility with changes to the Shopify platform. Updates are delivered through the Shopify Theme Store and can be applied from your Shopify admin.

We recommend keeping your theme up to date to ensure the best experience. Please note that if you have made custom code modifications to your theme, applying an update may overwrite those changes. We recommend backing up your theme before applying any updates and reviewing the changelog for details on what has changed.

Custom Development

If you need changes that go beyond the theme's built-in settings — such as custom sections, unique layouts, third-party app integrations, or other bespoke work — these fall outside the scope of standard support. We may be able to recommend trusted Shopify developers or agencies who can help with custom development work.

If you're unsure whether your request falls under support or custom development, feel free to reach out and ask. We're always happy to clarify.

Documentation

Each Tropic Arts theme comes with comprehensive documentation covering installation, setup, features, and customization options. We recommend reviewing the documentation before submitting a support request, as many common questions are answered there. Documentation is accessible from our website and is updated alongside theme releases.

Our Commitment

We take support seriously because we believe the experience after purchase matters just as much as the product itself. When you buy a Tropic Arts theme, you're not just getting a set of files — you're getting a team that cares about your success and is committed to making sure your store looks and performs at its best.

Contact Us

For support inquiries or questions about this policy, please contact us at:

Tropic Arts
Email: hello@tropic-arts.com
Website: www.tropic-arts.com