Support Policy

At Shaped Pixels, we work hard to provide you with an experience that easily stands on its own when it comes to the products and services we offer. We believe that support is paramount when it comes to the assurance you are looked after well. We believe in going above and beyond user expectations and to know whenever you need help, we are known to have a reputation of fast, efficient, friendly support. 

Here are a few specifics regarding our support policy.

Support Methods

For questions relating to the Shaped Pixels website, its products, services, or pre-sale related questions, feel free to use our contact page by going to the menu at the bottom of this page. However, if you are in need of help and have questions relating to our themes or plugins, you have a variety of resources for support:

  • FAQ’s
  • Setup Documentation
  • When all else fails, you have the support forum here at ShapedPixels.com
  • Support for Free Themes is provided by going to the theme’s details page at wordpress.org and clicking on the “View Support Forum”.

Unfortunately, we do not offer phone, live chat or social media support.

Support Hours

At this time, there are 2 people running the support. Please note that we consier this as office hours: Monday – Friday, 10am to 4pm (UTC+2/GMT+1). So depending on where you are internationally, it may take up to 24-48 hours for us to respond.

What Our Support Covers

Support covers you for any theme or plugin from Shaped Pixels that we developed. If you encounter problems installing a theme, we will be more than happy to provide step by step instructions to install it. If you encounter any bugs or errors, you are definitely covered, so let us know and we will fix them as soon as possible, and will include them in future updates.

What Our Support Doesn’t Cover

We don’t provide third-party product support. If you’re having a problem with a third-party plugin or theme, it’s best that you contact support from the developers of that product.

Although we would love to help with WordPress support, it’s best to review their documentation and/or post your support questions to the WordPress.org forums.

Customization

Unfortunately, support for user customization is not covered. We will try our best to point you in the right direction of what code or theme file to modify based on your goals, but we will not be able to create code for you. If you are needing customization for a theme, but not familiar with coding, it’s best to consult someone who could can provide you with customization services. You may want to check out Codeable.