Support policy

Every Ursus theme includes support from the team that builds and maintains it. This policy explains what Ursus Support covers, how to reach us, how quickly we respond, and where to go for the things we don't handle.

What's on this page

• Who can get support
• How to get help
• Response times and support hours
• What Ursus Support covers
• What's outside Ursus Support
• Where to go for everything else
• Theme versions and updates
• Feature requests
• Urgent issues
• Working with our team

Who can get support

Support is available to anyone working on a store that holds a valid Ursus theme licence.

That includes developers, agencies, and freelancers building or maintaining a store for a client. You don't need to be the store owner to open a ticket with us.

How to get help

Most questions are already answered in the theme documentation, so it's worth looking there first.

1. Check the theme documentation. Each theme's documentation covers its sections, blocks, settings, and known behaviors.
2. Submit a support ticket. If the documentation doesn't answer your question, or something isn't working as expected, submit a ticket or email support@ursus-e.com.

What to include in your ticket

Giving us the full picture in your first message usually saves a round trip:

• The theme you're using, and its version
• Your store URL, ending in .myshopify.com
• Where the problem is - the page, section, or setting involved
• What you expected to happen, and what happened instead
• Screenshots or a short screen recording
• Any modifications to the theme, including what was changed and by whom

Please avoid sending your store's customer or order information unless we specifically need it, and remove or obscure it from screenshots where you can.

Support language

Support is provided in English. You're welcome to write to us in another language and we'll use translation tools to help, though we can't guarantee the same precision or speed. Writing in English is the fastest route to an accurate answer.

Response times and support hours

Support hours: 8:00 AM to 7:00 PM (GMT+7), Monday to Friday.

We reply as quickly as we can:

• During support hours - expect a first response within 4 hours
• Outside support hours - you'll hear from us no later than 12:00 PM (GMT+7) on the next business day

Response time is not resolution time

These are targets for our first reply, not commitments to fix an issue within that window.

Some questions are answered in the first response. Others need investigation, reproduction on our side, or a fix released in a theme update, and those take longer. Where that's the case, we'll tell you what we've found and keep you updated rather than leaving you waiting.

Response times may also vary during periods of unusually high ticket volume.

What Ursus Support covers

We help with the theme as it ships:

• Theme settings - using a theme's sections, blocks, settings, and presets
• Theme editor - configuring the theme through the Shopify theme editor
• Built-in features - how a theme's features are designed to behave
• Standard behavior - how the theme works across templates
• Confirmed bugs - issues in a theme in its original, unmodified state
• Theme updates - what changed in a release, and questions about updating
• Documentation - helping you find the right part of it

As a general rule: if it can be done through the theme editor, we can help you do it.

What's outside Ursus Support

Some things fall outside what we handle. In each case below we've said where to go instead, so you're never left without a next step.

Shopify's platform and your account

Checkout, billing, plans and payouts, account access and staff permissions, domains, shipping, taxes, and payment configuration all belong to Shopify rather than to the theme.

Where to go: Shopify Support, through the Shopify Help Center at https://help.shopify.com/. They can see things in your account that we can't.

Third-party apps, scripts, and tracking code

Our themes are built on Shopify's standard platform features. We don't test our themes against every app in the Shopify App Store, and we can't troubleshoot third-party apps, scripts, analytics tags, or integrations.

Where to go: the app's developer. Integrating correctly with a theme is part of what an app developer is responsible for.

If you have reason to believe the problem starts in the theme itself, tell us and we'll investigate.

Custom code and modified themes

Support applies to a theme in its original, unmodified state.

If your theme has custom code or template edits and something isn't working, we may ask you to reproduce the issue on a clean, unmodified copy. That tells us quickly whether we're looking at a theme bug, which we'll fix, or a side effect of the customization, which sits outside support.

We can't debug, rewrite, or maintain custom code, and we can't migrate customizations into a new theme version.

Our recommendation: duplicate your theme before making code changes, so you always have a clean copy to fall back on.

Custom development and design work

Ursus Support covers the theme as it ships. We don't build custom features, sections, layouts, or designs to order, and Ursus doesn't provide customization services.

Where to go: if your enquiry is specifically about custom development work rather than a question or issue with the theme itself, we'll refer you to BearPlus, who handle customization enquiries separately from Ursus Support. Any arrangement that follows is between you and them.

SEO, performance, and business advice

We can explain how a theme's features work and how its settings affect your storefront. We don't provide SEO setup or audits, conversion rate optimization, page speed consulting, or business strategy advice.

Legal and compliance questions

We can help with a theme's functionality and configuration. We don't provide legal, tax, privacy, accessibility, or regulatory advice for your store, and nothing we say in a support ticket should be treated as such.

Responsibility for your store's compliance rests with you.

Where to go: a professional familiar with your jurisdiction and your business.

Refunds

We can't issue refunds for theme purchases. Themes are sold through the Shopify Theme Store, and Shopify handles all billing and refunds.

Where to go: our Refund Policy, or Shopify through the Shopify Help Center at https://help.shopify.com/.

Where to go for everything else

A quick summary of who handles what:

• A question or issue with an Ursus theme - Ursus Support
• Your Shopify account, checkout, billing, or store settings - Shopify Help Center at https://help.shopify.com/
• An app you've installed, or a conflict caused by one - that app's developer
• Custom development or theme modifications - referred to BearPlus
• A theme refund or licence transfer - Shopify

Theme versions and updates

Theme updates are free, including major versions. Existing customers don't pay again for a new major release.

We recommend keeping your theme current. Updates carry bug fixes, improvements, and compatibility changes for Shopify's platform, and fixes are released through new theme versions rather than applied to your existing theme files.

A few things worth knowing:

• Support focuses on the current version of each theme. If you're on an older version and report a bug, we may ask you to update first, since the fix may already be released.
• Updating replaces your theme files. Custom code added to an earlier version doesn't carry across automatically, and moving it over is development work rather than support.

Feature requests

If you have an idea for a theme, we'd like to hear it. Send it through a support ticket.

We read every suggestion and take them into account when planning future releases. We can't commit to building a specific request or give a timeline, but merchant feedback genuinely shapes what we work on.

Urgent issues

If something breaks your storefront, such as a checkout flow that won't complete or a site-wide error, mark your ticket as urgent and tell us what's affected. We prioritize these ahead of the queue.

Working with our team

Our support team is here to help and will treat you with respect. We ask for the same in return.

We may limit or decline support where a request falls outside the scope described on this page, or where communication with our team is abusive or discriminatory.

Changes to this policy

We may update this policy as our themes and support processes change. The "Last modified" date at the top shows when it was most recently revised.

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