Support policy

Support comes with every purchase of Loco. To reach us, use the support form.

What support covers

• Questions about Loco's settings, sections, blocks and presets, and how to set up your store with them.
• Bugs in the theme, such as a broken layout, a link that doesn't work, or a feature that doesn't do what this documentation says.
• Help getting back to the original theme when a change, by you or anyone else, has broken something.

How quickly you'll hear back

• We send a first reply within two business days.
• Critical bugs, such as one that stops customers from adding products to the cart or reaching checkout, are fixed right away. If the fix needs a new version of the theme, it reaches your store once Shopify has reviewed and published it.
• Other bugs are fixed in an upcoming version of Loco. The Release notes list every fix.

What isn't included

The price of the theme doesn't include:

• Custom work: new features, design changes or layouts that the theme doesn't offer in the theme editor.
• App integration: setting up, styling or fixing third-party apps. For an app's own problems, contact the app's developer.
• Content migration: moving products, pages, images or settings from another theme or platform.

Code changes

Changes to the theme's code made by you or by someone else aren't covered. We can't review, fix or support them. If a code change causes a problem, we'll help you return to an unedited copy of Loco. See Code customizations.

Before you write to us

A clear request gets a faster answer. In the support form, include:

• your store address, such as storename.myshopify.com
• what you expected to happen and what happened instead
• the page where it happens and the steps to see it
• screenshots, if you can

We may ask for a preview link to your theme. We never ask for your password.

Many answers are already in the FAQ.