Support

How to get help with Poison, what support covers, and what to send so that your question can be answered the first time.

Before you write

1. Search this documentation, starting with the FAQ.
2. Check that you are on the latest version of the theme: in your Shopify admin, go to Online Store > Themes. A theme with an update shows an Update available note.
3. If something changed after you installed an app or edited code, test with a fresh copy of the theme: add Poison again from the Theme Store (you own it, so it is free), preview that copy, and see whether the problem is there too. If it is not, the cause is in the app or in the edited code.

Contact support

Use the support form at the end of this page (it is also linked from the theme's page on the Shopify Theme Store). You receive an automatic confirmation by email as soon as the form is sent, and an answer from a person within two business days.

Send:

• The store's address, for example your-store.myshopify.com.
• The page where you see the problem, as a link.
• What you expected and what happened instead, with the steps that lead to it.
• A screenshot or a short screen recording. It often replaces three messages.
• The device and browser, when the problem shows only on some of them.

If the theme is not published, share a preview link: in Online Store > Themes, open the theme's … menu and choose Preview, then copy the link under Share preview.

Never send your Shopify password. If access to your admin is needed, support asks for a collaborator request, which you approve in your admin and can remove at any time.

What support covers

• Questions about the theme's features and settings.
• Help with setting the theme up as documented here.
• Bugs in the theme: something that does not work as documented in a supported browser. Bugs are fixed in a theme update.

What support does not cover

• Changes to the theme's code, new features or custom design work. A Shopify Partner can do this for you; see Developers before you or they change code.
• Problems caused by an app or by edited theme code. The app's developer supports the app.
• Questions about Shopify itself: products, orders, payments, shipping, taxes, domains, Markets. Shopify Support answers those.
• Setting up your store or entering your content for you.

Nothing in the theme's price includes paid services.

Updates

Theme updates are free. When an update is available, Shopify adds the new version to your theme library as a copy with your settings and content carried over; you review it and publish it when you are ready. If files of your theme were edited, Shopify can't carry those edits over: the update arrives without them, and they have to be made again on the new version. Keep a note of every code change for that reason.

The support form

The form asks for the following. Fields marked "required" must be filled before it can be sent.