Terms of Service

Support Scope

✅ What We Cover

• Questions about general theme functionality.
• Assistance with setting up a theme's built-in features.
• Bug fixes for issues arising from unmodified use of the theme.
• Free updates to your theme version through the Shopify Theme Store.

❌ What We Don't Cover

• Issues related to the Shopify admin (Products, Collections, Payments, Shipping, etc.). These should be directed to Shopify Support.
• Customizations to the design or code of your theme. For advanced customization, we recommend working with a Shopify Expert or Partner.
• Troubleshooting issues related to theme modifications.
• Support for integrations or third-party apps. Please contact the app developer directly.
• Support via telephone or video chat.
• Installation of theme updates (we can guide you, but we do not install updates on your behalf).
• Transferring customizations to a new version of the theme.
• Search engine optimization guidance beyond Shopify's standard best practices.
• Conversion rate optimization, page speed, or analytics setup (e.g., Google Tag Manager, Facebook Pixel).

Limitations

All theme purchases include lifetime support, but support for theme versions more than one year old may be limited. Support for vintage (pre-OS2) versions is very limited. We recommend upgrading to the latest version whenever possible.

Each theme purchased from the Shopify Theme Store is licensed for a single Shopify store. Per Shopify's Terms of Service, unlicensed themes are not eligible for support or updates.

If you need to transfer a theme license to another store, please contact Shopify Support's billing department directly.

Sending multiple tickets for the same issue will push your request to the bottom of the queue and may delay a response. Please submit only one ticket per issue.

Support is provided in English and Spanish. If you submit a ticket in another language, we will attempt to respond using translation tools.

Use of inappropriate or discriminatory language will result in immediate termination of support services.

Availability

Support hours: Monday to Friday, 10AM – 6PM CST, excluding statutory holidays.

We aim to respond to all tickets within 24 hours. Please allow 1–2 business days for a reply.

Tickets are answered in the order they are received.

Theme Updates

You can update your theme version through the Shopify Theme Store, provided no code modifications or third-party apps have altered the theme.

If your theme has been modified, please refer to our Help Centre for manual update instructions.

Bug Fixes

We are committed to fixing bugs as quickly as possible. If an issue is identified:

• A temporary fix may be provided where possible.
• A permanent solution will be added to a future theme update, based on our development schedule.
• You can review changes in the theme changelog, available in our Help Centre.

Contact

For support inquiries, please contact us at:

📧 hola@raidho.mx

🏢 Raidho Design SC – Monterrey, Nuevo León, Mexico