At Shadow Themes, we craft clean, highly functional web templates and are committed to helping you set them up smoothly. Please read our Support Policy to understand what is covered by our item support.
What is Included in Support
Our technical support strictly covers issue resolution related to the core functionality of our products (HTML, WordPress, Framer):
- Bug Fixes: Resolving confirmed bugs, display issues, or errors present in the clean, unmodified item package.
- Core Feature Guidance: Clarifying how to use standard built-in options, customizer settings, or documentation instructions.
- Product Updates: Regular updates to maintain software compatibility and security.
What is NOT Included in Support
To keep our pricing fair and development focused, the following services are excluded from free support:
- Customization & Custom Code: Writing custom CSS/JS, developing new layout features, or modifying the default template structure for your specific project needs.
- Third-Party Plugins & Tools: Troubleshooting issues caused by 3rd-party WordPress plugins, custom scripts, or external integrations not supplied with our item.
- Server & Hosting Issues: Fixing server misconfigurations, PHP version conflicts, or issues related to your web hosting environment.
- General Web Development Teaching: Basic tutoring on how to code, edit HTML/CSS, or manage standard WordPress/Framer basics.
Need custom work? Custom development and tailored modifications can be requested separately as a paid service, subject to availability.
Response Time & Support Hours
- Turnaround Time: We aim to reply to all support queries within 24 hours on business days (Monday to Friday).
- Time Zones: Please note that responses may be delayed during weekends, public holidays, or due to time zone differences.
- Force Majeure & Unforeseen Circumstances: In rare cases of emergency, major regional infrastructure/power disruptions, or force majeure events beyond our control, response times may be temporarily extended. We appreciate your patience and will address every inquiry as soon as connection is restored.
If you do not receive a reply within our standard response window, please check your spam or junk folder. Email server filters may occasionally route support messages away from your primary inbox.
How to Request Support
Before contacting us, please check the Documentation included with your downloaded package — most common setup questions are answered there.
If you still need help, please send us a detailed message with:
- Your Purchase Code.
- The exact URL where the product is installed.
- A clear description of the issue (screenshots or video recordings are greatly appreciated).
Contact Email: support@shadow-themes.com