Support policy

This page sets out what you can expect from Torquex support: how quickly we respond, what theme support covers, what falls outside it, and how to reach us. It is meant to be clear and modest, not to overpromise.

Response target

Support is available 24/7, any day of the week. We usually answer theme-related questions and bug reports within 12 hours.

What theme support covers

• Answering questions about how Torquex’s built-in features and settings work.
• Help with setting up the theme’s features.
• Fixing confirmed bugs in the theme.

What is out of scope

• Third-party apps and their integrations.
• Custom development and design changes — new sections, bespoke layouts, or changes beyond what the theme’s settings allow.
• Shopify platform or account issues — things handled by Shopify rather than the theme.

These fall outside theme support, though we are happy to point you in the right direction where we can.

Theme updates are free

Theme updates are free. When a new version of Torquex is released, you can install the latest version at any time from your Shopify admin — there is no additional charge. Before updating a live theme, we recommend duplicating it first so you can preview the new version and confirm your settings before publishing.

Refunds

Purchases and refunds for Torquex are handled by the Shopify Theme Store under Shopify’s policy, since that is where the theme is sold. If something in the theme isn’t working as it should, please contact us first — most issues are bugs we can fix quickly, and we would rather get it working for you.

How to get help

Reach us through the Torquex support page, which attributes your message to Torquex automatically, or the global contact page. Sending a short description of the issue, your store URL, and a screenshot helps us respond faster. For common questions, the FAQ may already have your answer.

Related: FAQ · Troubleshooting · Torquex support replies within 12 hours.