Support
Contact
Prefer email? Write to support@pressmarkco.com — it reaches exactly the same place.
No account is needed to contact us, and there is nothing to install.
Our responsibility
If the theme does not do what this documentation says it does, that is a bug, and fixing it is our responsibility at no cost to you. You do not need to argue the case or pay for a support plan.
That commitment covers the theme itself. It does not extend to third-party apps, to code added to your store by us or anyone else, or to changes Shopify makes to its own platform — though we will help you work out which of those you are actually looking at, because telling them apart is the hard part.
Response commitment
- We reply to every support request within two business days.
- Critical bugs are handled immediately. A critical bug is one that breaks checkout, the cart, product pages or the storefront’s ability to load at all. If you hit one, say “critical” in the message so it is triaged first.
Business days are Monday to Friday. A request sent on Saturday is answered by Wednesday at the latest.
Before you write
Most reports resolve faster with two pieces of information, so include them if you can:
- The URL of the page where it happens, and whether the store is password-protected (if it is, we cannot see the page).
- Which apps are installed. Apps inject their own markup and scripts into the theme, and an app conflict is the single most common cause of a theme “breaking” after it worked. If you can reproduce the problem with apps disabled, say so — that narrows it enormously.
If the problem is visual, a screenshot with the browser and device named beats a description. “Broken on mobile” and “the price overlaps the button in Safari on an iPhone 13” are very different reports.
What support covers
| Covered | Not covered |
|---|---|
| Bugs in the theme | Bugs in third-party apps |
| Questions about any setting or section | Custom code written for your store |
| Help with setup and configuration | Changes to Shopify itself, or to checkout |
| Guidance on getting the theme to match the documented behaviour | Design work, content writing or SEO consulting |
Custom code and design work are outside support, but saying so is not a brush-off: if you tell us what you are trying to achieve, we will tell you whether a setting already does it.
Documentation
The full reference — every section, block and setting — is in Reference. It is generated from the theme’s own schemas, so it matches the version you have installed rather than the version we last wrote about.