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.).
1. How to contact Palo Alto Theme Support
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
Theme name + version
Store URL
your-store.myshopify.comCollaborator code —we have no Admin access without it
Preview link for unpublished themes Shopify’s 3-step Share Preview URL
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
3. What our support does not include:
Custom code, Liquid, or JS changes
App conflicts or setup
Contact the app developer (Shopify policy)
Shopify Admin & Checkout issues
Speed, SEO, CRO, design services
We support only the code we ship. All third-party integrations, custom edits, and performance consulting are outside our scope.
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.
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.)
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.
Last updated