Support policy

Every Posy license includes support from the team that builds the theme. Here is exactly what that covers.

What's included

Bug fixes — if something in Posy is broken (layout, dead link, logical error), we fix it. Free, always.
Product questions — anything about Posy's built-in settings, sections, and features.
Response time — we reply to every request within 2 business days, usually much sooner.

What's not included

These fall outside theme support, but are available as paid services or via a Shopify expert:

Custom code changes and design customizations beyond theme settings.
Third-party app integration and configuration.
Help migrating customizations when updating to a new Posy version.
General store setup, SEO, or marketing advice.

How to get help

Check this documentation — the FAQ answers the most common questions.
Still stuck? Submit a request at support.trisouldigital.com.

To help us solve it in one round-trip, include:

Your store URL (e.g. storename.myshopify.com).
Where it happens — the page and section (e.g. "Homepage, Hero section").
Steps to reproduce the issue.
Screenshots or a short screen recording.

A note on customizations

Before editing code or making major changes, always duplicate your theme (Online Store → Themes → ⋮ → Duplicate) so you have a safe restore point. Custom code is yours to maintain — we can't debug modified themes — and for substantial customization work we recommend hiring a Shopify expert.