Contacting support

Theme Support.

To reach us with questions or additional assistance with using Palo Alto, our support staff is here to help you by email.

To better support all our customers, we handle all our support via email. This helps us manage support across multiple time zones in a timely manner.

We respond to requests in the order they are received, typically within 48 business hours (excluding weekends and holidays).

Reach us via our contact form:

Shopify Support.

Shopify provides 24/7 support to all its customers. Shopify Support covers any platform questions or issues.

For example, if you need assistance with using the Shopify Admin tools like product setup or your store settings.

Shopify Support also handles all Checkout support.

For checkout page issues, contact Shopify Support directly.

The checkout page and theme are separate systems. Checkout is a function of Shopify and can’t be controlled by the theme.

App Support.

For all app-related issues or questions, Shopify's policy requires app developers to be responsible for ensuring compatibility with themes in the Theme Store.

It's best if you reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.

We can only support the code we write which is the code of the Palo Alto theme. Integrations with apps are handled by app developers directly.

Each app developer has their own support system in place and can help you with issues regarding their app.

Shopify Experts.

For any custom code requests or theme customizations, we recommend that you reach out to a Shopify Expert.

Shopify Experts are advanced developers that provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work.

Presidio Creative does not provide any custom coding services.

Some Shopify Experts with Palo Alto experience include:

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