Theme support scope
- Questions about configuring Orveta’s included sections, blocks and settings.
- Reproducible problems in the theme’s supplied code, including responsive layout and accessibility defects.
- Clarification of documented behavior and guidance on reproducing an issue on an unmodified theme copy.
Work outside the included scope
Custom design, bespoke code, third-party app development, catalog entry and migration work require a separate agreement. Payment-provider configuration, account eligibility, tax and shipping policy decisions remain with the merchant and the relevant service. When a problem crosses an app or Shopify boundary, the support investigation should identify that boundary rather than promise an unsupported fix.
Response and bug handling
Support hours are Monday to Friday, 08:30–17:30 in Australia/Sydney, including the local daylight-saving time change. The person responsible for [email protected] handles requests. We aim to provide a first response within two business days; a first response is not a guaranteed resolution time. For a critical theme defect, begin the subject with Critical theme issue and explain its impact. Critical defects are prioritized for immediate investigation and correction.
Prepare a useful request
- Your store URL, Orveta version, affected page URL and device/browser.
- Steps to reproduce, what you expected and what actually happened.
- Relevant screenshots with personal and customer information removed.
- Whether the same issue appears in an unmodified copy and which apps or custom changes are involved.
Never send passwords, payment-card data, API keys or private customer records. If store access is needed later, agree on a limited Shopify access process rather than sharing an admin password.