We’ve worked hard to make our themes as easy to use as possible by providing in depth step tutorials that show you how to install and setup your theme.
And our help center exists to help you get the most out of your new design so you can launch your site in no time.
We’re not required to offer support, but we wouldn’t want you to not be able to launch your site. With that being said, our support policy is in place to clearly outline what is and is not covered.
Scope of Support
Installing one of our themes
Any of the theme features or settings
Updates to the WordPress platform and the impact on our theme
General bug fixes
We Unfortunately Cannot Help You With
Theme customizations or modifications
General WordPress questions and support
Third party plugins
Issues arising from user modifications to the theme’s code, styling or functionality
Domain & Hosting questions and support
Our support system is in place to ensure that you are able to get your theme installed, configured and working for you just like the demo site as easily as possible.
We’re here to resolve any issues you might have with the installation process itself, getting any of the theme functionalities to work as shown, or fixing any bugs you might have found along the way.
Please understand that our products are designed to be DIY endeavors – a basic working knowledge of the respective software is required to get the most out of each product. Users requiring greater levels of support are encouraged to seek out a professional web developer for assistance with their web project.
Support must be requested through the proper channels to be received and responded to. To request support, please contact us through the form on support policy page here. We are unable to respond to support requests sent through other channels, e.g. Etsy, Creative Market, direct email, etc.
We do not place limits on the amount of support provided (within the scope outlined in this policy). Each user is entitled to a reasonable amount of support per product purchased, subject to a reasonable use clause. The definition of reasonable use is determined by Sugar+Codes our sole discretion. Customers deemed to be abusing our support services will be notified by Sugar+Code, and may be suspended from receiving support services at our discretion.
We reserve the right to suspend support services without notice for any user deemed to be abusive or disrespectful to our support team and will not tolerate any abusive conduct.
We test our themes extensively before releasing our new theme for sale. We strive to resolve any bugs that are reported to us as soon as possible, and will include the appropriate patches in the next theme update.
We respond to support requests from Monday to Friday within 24 hours. Please understand that more technical questions may take longer.