Support policy · Updated August 2026

Clear help for every VERA merchant.

Support requests are answered within two business days through the public support form. Confirmed critical defects affecting storefront purchasing are prioritized for immediate investigation.

Included

• Questions about installing and configuring documented theme features.
• Investigation and correction of reproducible defects in the latest VERA version.
• Guidance on native Shopify features used by the theme.
• Reasonable accessibility and supported-browser issue investigation.
• Reasonable guidance for app blocks and app embeds.

Not included

• Custom design, development, content entry, or store setup services.
• Fixes for third-party app code or merchant-authored custom code.
• Support for outdated theme versions when the issue is resolved in the current release.
• SEO, marketing, business strategy, photography, or legal advice.
• Emergency access using shared passwords or credentials.

Before contacting support

Test the latest VERA version in an unpublished duplicate, disable recently added app embeds, and collect the affected URL, device, browser, expected result, actual result, and reproduction steps.

Privacy and access

Do not submit passwords, collaborator codes, payment data, order data, or customer personal information. If Shopify Admin access becomes necessary, the team will request collaborator access through Shopify's official process.

Contact

Submit requests through the VERA support form. Support messages are delivered to support@sportxtreme.eu.