Support Policy
This policy explains what Fragrance Shop theme support includes, what it does not include, and how to get help from Northstar Innovations. We reply to theme support requests within two business days.
What support includes
Standard theme support from Northstar Innovations covers questions and issues related to the Fragrance Shop theme itself, including:
- Theme setup and installation questions
- Theme setting questions in the Shopify theme editor
- Theme-related bugs and broken layouts caused by the theme
- Dead links or logical errors in theme behavior
- Issues that appear after a theme update
- Questions about theme sections, blocks, and page templates
Response time
We reply to theme support requests within two business days. Complex issues may need follow-up questions or a short reproduction test in your store preview.
How to submit a support request
Use the public support form so your request reaches the right team:
Open Contact Support
Go to Contact Support or use the support button on any documentation page.
Include the essentials
Add your store URL, theme version, a clear subject, and a description of the issue. Screenshots help us understand visual problems faster.
Wait for our reply
You should receive a confirmation after submitting the form. We will follow up by email within two business days.
You can also email help@nsinn.com if the form is unavailable.
Details that help us resolve tickets faster
- Store URL (for example yourstore.myshopify.com)
- Theme name and version shown in the theme editor
- Page or section where the issue appears
- Steps you already tried
- Screenshots or screen recordings for layout issues
- Whether the issue appears on desktop, mobile, or both
How bugs are handled?
Confirmed theme bugs are prioritized by impact. Critical storefront issues that block shopping or publish workflows are addressed as quickly as possible. Other fixes are scheduled for the next theme update with release notes in the changelog.