Theme support policy

By opening a support ticket you confirm you have read and agree to this Theme Support Policy.

Presidio Theme Support Policy

This policy explains what you can expect from our support team when you purchase and use a Presidio Creative theme (Palo Alto, Broadcast, Modular, etc.).

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1. How to contact Palo Alto Theme Support

Channel	Details
Support Form	Submit a ticket via the form in our Help Center.
Response time	Mon - Fri, 48 hours or less (excluding holidays). Requests are handled in the order received.

Include with every ticket

1. Theme name + version

2. Store URL your-store.myshopify.com

3. Collaborator code - we have no Admin access without it

4. Preview link for unpublished themes Shopify’s 3-step Share Preview URL

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2. What our support includes:

• Answering questions about built-in theme features

• Guidance on theme settings and configuration

• Fixing bugs in a fresh, unmodified copy of the theme

• Clarifying documented capabilities of Presidio Creative products

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3. What our support does not include:

Not covered	Where to get help
Custom code, Liquid, or JS changes	Hire a Shopify Expert
App conflicts or setup	Contact the app developer (Shopify policy)
Shopify Admin & Checkout issues	Shopify Support 24 / 7
Speed, SEO, CRO, design services	Shopify Experts Directory

We support only the code we ship. All third-party integrations, custom edits, and performance consulting are outside our scope.

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4. Apps & third-party code

• App developers are responsible for keeping their apps compatible with Theme Store themes.

• If an app breaks theme functionality (e.g., price not updating), contact the app’s support first.

• Tip before installing any app: duplicate your live theme and rename the copy; you’ll have a rollback version if needed.

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5. Custom work & large projects

Need advanced modifications? Engage a vetted Shopify Expert. They can handle:

• Deep theme customizations & new features

• Site-wide redesigns and migrations

• Performance tuning, SEO (Search Engine Optimization), CRO (Conversion Rate Optimization), or marketing services

(Examples: Unmade Design, Sunbowl, Lab 51, Voltage, etc.)

Presidio Creative does not offer paid custom-coding services.

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6. How to revert theme customizations

If custom code or an app causes issues, revert to your original theme copy or remove the app. This restores core theme functionality and avoids downtime.

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