Support
Balm support answers questions about the theme and fixes its bugs. Here is what it covers and how to reach it.
What support covers
- Bugs in the theme as shipped: something that does not work as this documentation describes.
- Questions about the theme: installing it, its settings, sections, blocks and features, and how to reach a result with them.
What support does not cover
- Customizations: changes to the theme code, new features, custom designs, or code added in Custom Liquid sections, Liquid blocks or Custom CSS. For this work we recommend a Shopify Partner.
- Problems caused by edits to the theme files. We may ask you to reproduce the problem on an unmodified copy of Balm.
- Third party apps and services, and Shopify features outside the theme (checkout, payments, shipping rules, domains). For those, contact the app developer or Shopify Support.
Response time
We reply within two business days (Monday to Friday), usually sooner.
How to send a request
Use the support form. To help us answer in one go, include:
- your store address (
yourstore.myshopify.com) and the name of the theme in your library; - the link of the page where the problem happens;
- what you did, what you expected and what happened instead, with a screenshot or a short video if you can;
- the browser and device you used;
- whether the theme code was modified.
Before writing, it is worth checking the FAQ and searching this documentation. If an app could be involved, try with it turned off.