Please read the following text containing our Support Policy. By purchasing any Shopify App from Omni Theme, we suppose that you read and agree to our terms and conditions.
App Support
With over 10 years of experience as a full-service e-commerce solution provider, we are proud to provide world-class support service for over 21.000 clients around the globe. You can find the full scope of support we provide for our Shopify app buyers below:
Any support email submitted to us via our online support form or by email will be handled as soon as possible. We aim to provide our first response within 2 working hours, but the final conclusion might take up to 1-3 days.
Our support team is primarily based in the Indochina time zone (GMT+7) and is available during standard business hours.
After submitting a ticket, you should receive a confirmation email to confirm that our team has received your request. In case you do not receive the email within 15 minutes after submission, please check your Spam folder and/or whitelist our support email support@omnithemes.com and support domain: cs.omnithemes.com for further correspondence. If you still cannot receive any update from us in 1 working day, it is likely that you might have input the wrong email address in the ticket. In these circumstances, we recommend that you resubmit your ticket with the correct email address.
All Shopify apps by Omni Themes purchase and may not be used in additional stores.
We provide FREE and LIFETIME support for :
- General questions regarding the functionality and technical capability of the app.
- Any Shopify compatibility issues occurred with the standard app install.
- Any critical bugs and errors within the source code of the app.
- Function setup and app settings configuring.
Our support service DOES NOT apply to:
- Apps that have been modified or changed to the design and the source code of our app.
- Any compatibility issue, removal, or update relating to 3rd-party applications and customization services. For these issues, kindly contact your app/service providers for support.
- Troubleshooting issues related to Shopify admin or Theme Editor (not related to Omni Themes’ apps). For these issues, kindly contact Shopify support for more details.
- Instructions or consultations on how to modify or customize the app source code.
- App re-setup due to installing app updates that contain changes in design or layout. In these cases, you will need to manually change the configurations in the app configuration.
- General questions on how to sell/market products on Shopify platform. We also reserve the right to limit support for merchants with excessive inquiries, especially customization requests or questions that are documented elsewhere.
App Update
We update our apps regularly to meet customers’ needs and make our products compatible with regular Shopify updates. We provide FREE and LIFETIME updates of all Shopify apps that are purchased on Shopify App Store.
The details of each update will be listed under the Support and documentation section in the app listing page. Please take notice of what has been changed or updated in the particular version.
App Customization
We provide Customization service for all merchants who wish to make changes to their store using our apps. Merchants can contact for customization requests via email or contact form.
Customization Terms & Conditions
- We only start the development process once you are completely satisfied with the quote and solution we provide. Hence, customization will be similar to the discussed requirements and does not include any further changes or additional changes.
- Any further or additional changes will be considered as a separate project and will be quoted separately. Customization also does not include installation support. Free Installation support is only applied to apps by Omni themes.
- Free customization support will be valid for one month only upon delivery of the project. For further support, you need to extend the support time and we would like to charge you an additional amount of fee for extended support time.
- During Customization service, please don’t make any modification on any file. If you are making any change, please inform us first and make a backup of your store’s code.
- Customization is guaranteed only for the site we work on. We are not responsible for any site’s change/update/upgrade later on the site or applying the same customization on other sites even in the free support period of the project.
Notifications Of Changes
Please note that this Support Policy may change from time to time. Omni Themes reserves the right to modify these terms and conditions at any time. Regardless, we will post any changes on this page and, if the changes are significant, we will provide a more prominent notice.
Contact
Please contact us at support@omnithemes.com for any concerns and questions.
Our support agents will assist you within 2 working hours.