Support
We're here to help you get the most out of Vertex.
Support channels (in order of priority)โ
1๏ธโฃ This documentation siteโ
Most questions are answered here. Try:
- Search the docs (top of the page) for the keyword you're stuck on
- FAQ & troubleshooting for common issues
- Section setup guides for "how do I configure X" questions
- Feature guides for B2B, Storefront modes, Markets, presets, customer account, RFQ
2๏ธโฃ Themesic support formโ
For everything else, open a ticket through our support form:
โ themesic.com/shopify-support
The form routes your request straight to the Vertex maintainer queue. Include your store handle, theme version, and a short description โ see What to include in a bug report below for the full checklist.
Response timeโ
We commit to an initial response within 2 business days of receiving your request โ matching the Shopify Theme Partner support standard.
Business days = MondayโFriday, excluding public holidays in our region.
What happens next depends on the type of request:
- Bug fix โ included in the next regular release once we've reproduced it
- Setup question โ answered with a step-by-step reply or a link to the relevant docs section
- Feature request โ logged for evaluation on a future release
- Customization request โ we don't take paid customization work; we'll refer you to a Shopify Expert
What to include in a bug reportโ
The more we know upfront, the faster we can help:
- Theme version โ find it under Online Store โธ Themes โธ Current theme โธ โฏ
- Store handle โ e.g.,
acme-industrial.myshopify.com - Buyer state โ guest? signed-in B2B? B2C?
- URL where the issue happens
- Browser + device โ e.g., "Chrome 130 on Windows 11"
- Viewport width โ desktop / tablet / mobile, ideally the exact pixel width
- Expected behavior โ what you thought would happen
- Actual behavior โ what actually happens
- Steps to reproduce โ numbered list
- Screenshot or screen recording โ a 5-second Loom saves us 20 minutes of back-and-forth
What we don't supportโ
- Third-party Shopify apps โ if an app injects content that breaks the theme, contact the app developer first
- Custom code changes โ once you've modified the theme code, we can advise on Shopify best practices but can't debug your customizations
- Shopify admin issues โ for "how do I add a product / change a setting in Shopify admin", contact Shopify Support directly
- Marketing / SEO consulting โ Vertex emits the right structured data and meta tags, but content and keyword strategy is on you
- Hosting / DNS / domain issues โ contact Shopify Support
Stay updatedโ
- Changelog โ what shipped in each Vertex release
Licenseโ
Vertex is sold via the Shopify Theme Store. Single-store license included with purchase. Multi-store licenses available on request.
Refunds are governed by Shopify's terms of service.
Thanks for choosing Vertex. We're here to make sure your launch goes well.