What is your support time frame?

We try our best to monitor emails and tickets all throughout the day. However, this is not always possible due to different time zones and the volume of inquiries, response times can be up to 24 - 48 hours Monday - Friday, preferably 24 hours.

MON - FRI: 08.00 AM TO 05.30 PM (GMT+7)


We suggest that before you ask for support, read the documentation (included with the downloaded item) to see if that information answers your questions. Each template will include a very detailed documentation along with instruction videos.

What's included in item support

1. The item support period

A supported item on Envato Marketplace and HaloThemes website includes item support for 6 months from the purchase date. During those 6 months, we are available to provide the item support services we’ve set out on this page. Response times can vary depending on the volume of inquiries, the nature of the request, and whether questions have already been answered or support has already been provided.

A supported item on BigCommerce Marketplace (BigCommerce Theme Store) includes Lifetime support from the purchase date.

2. Answering questions about how to use the item

During the item support period, we are expected to be available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

3. Answering technical questions about the item (and included third party assets)

During the item support period we are expected to be available to:

  • Answer your specific questions about the features and functionality of the item
  • Provide some guidance on the way the item is designed
  • Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

4. Help with defects in the item or included third party assets

During the item support period, you can report and discuss bugs and minor item defects with us, and we are expected to be available to assist you with reported bugs. If appropriate, we may issue bug fixes directly to you as part of item support. (If we decide to address a bug fix through a general version update, that update will be available to all buyers.)

A supported item may include third party functionality or items from apps which are being used on the demo store. During the item support period, we are expected to be available to assist with questions about third party assets, and to either help you to address particular issues with the third party asset or direct you to where you can find the solution or request you to contact app developer.

What's not included in item support

1. Item customization

Item support does not include services to modify or extend the item beyond the original features, style and functionality described on the item page. For customization services that will help you tailor the item to your specific requirements, our expert team is available to provide you the professional customization service.

2. Installation of theme

Buyers have varying levels of experience with different software platforms and technologies and getting your item up and running can depend on many variables that are specific to your circumstances. You’ll need to have a working knowledge of the software platforms and technologies for which items are created, so item support does not include help to install the item on your server or on a CMS. If you’re just starting out or skilling up, we recommend you to read our theme documentation carefully and follow our Youtube Channel to explore instruction videos. If you’re after installation services, you can contact us here to provide you the professional installation service.

3. Re-Installation of add-on/ module

Although we provide FREE installation for our add-on/ module when you purchase, in case you update your theme or require us to re-install our add-on/module into a new theme source, new store (if you stop using our add-on from the old store), we will charge a fee for re-installation service because the installation progress really takes time to.

4. Hosting, server environment, or software

We are not required to support issues about your web hosting or server environment, or issues with the software you’ve got installed on your machine to use the item. Please check your ISP/web hosting provider or other software documentation that you’re trying to use to help solve your issues.

What’s included in all item purchases

1. Updates to ensure the item works as described and is protected against major security concerns

All items from HaloThemes should work as described (in the preview, screenshots, item description, etc) and be protected from major security issues. Security issues are assessed by the impact they have on the buyer and their users. Examples of major security issues are site administration takeover, the ability to use the site against other sites, and breaches of private data.

In the instance that there is something wrong with the item and you are expecting an update; depending on the type of update, it can take several days/weeks to properly fix, test, review and release.

2. Included version updates for all items

In addition to updating an item to keep it working as described or to fix major security issues, we may from time to time and at our discretion, provide other updates to improve or modify the functionality of an item or fix other minor issues. Generally we will provide these type of updates more frequently to keep our items up to date for sale. In all instances, the new version of the item will automatically be made available to previous buyers through the Downloads page.

What will happen when your support time has expired?

1. HaloThemes still provides free support in some cases below for our items:

Help you with bugs related to the item. If you encounter bugs which you think they are from our item, you can request for support to help you check the bugs. Our support team will check the bugs and confirm with you they are from our item itself or not.

  • If the bugs are existing on our item and easy to fix, we may issue bug fixes directly to you or If we decide to address a bug fix through a general version update, that update will be available to all buyers and you can download the new version update.
  • If the bugs had been fixed and updated for the new version update, we may request the buyers to update theme source to get the bugs fixed. In case buyers request to fix directly on your store while your support time has expired, buyers must purchase the support extension to get the support.
  • If our support team check the bugs and they are not from our items, if our support team can fix the bugs, buyers must purchase the support extension to get the support.

2. HaloThemes will not provide free support if the requests from buyers are not theme bugs.

If the buyers request for support which are not from item bugs, it can be changes, adjustments, fixing for issues which are not from item itself or answering technical questions about item, then HaloThemes will require buyers to extend support service to continue receiving support service.

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We also provide customization service for Shopify & BigCommerce to satisfy special requirements & turn them into the best.

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