Support Policy
We stand behind every Tropic Arts template. This policy explains what support includes, how to reach us, and what to expect after you go live.
Who Is Eligible for Support
Support is available to anyone who has purchased a Tropic Arts website template and maintains an active site. Support covers the most recent version of your template — if you're on an older release, we may ask you to update before we can help.
What Support Includes
Our support covers the things we design and ship:
- Template installation and setup guidance
- Help using the built-in features through the editor
- Clarifying anything in our documentation
- Bug fixes for issues caused by the template's own code when used as intended
What Support Does Not Include
To keep response times fast and expectations clear, support does not cover:
- Custom development or design changes beyond the template's built-in options
- Third-party apps, plugins, or integrations
- Hosting, domains, or platform-level issues handled by your provider
- General web-development training
- Problems caused by modified template code or non-compliant content
How to Contact Us
The best way to reach us is by email at hello@tropic-arts.com. To help us resolve your issue quickly, please include:
- Your site or store URL
- The template name and version
- A clear description of the issue
- Screenshots or a screen recording, if you can
- Any troubleshooting steps you've already tried
Response Times
We aim to respond to every support request within one to two business days, excluding major U.S. holidays. For more complex issues, we'll keep you updated on our progress while we work toward a resolution.
Template Updates
We actively maintain our templates with bug fixes, performance improvements, and refinements. Updates are delivered through your account. Installing an update may overwrite custom modifications, so always back up your changes first.
Custom Development
Need something beyond what the template offers out of the box? Custom development falls outside standard support, but we're happy to point you toward trusted developers who can help bring your ideas to life.
Documentation
Before reaching out, you may find your answer in our documentation. We maintain detailed guides covering installation, setup, and every built-in feature.
Our Commitment
Great support doesn't end at purchase — it's where the relationship begins. We're committed to helping you launch with confidence and get the most out of your Tropic Arts template, long after go-live.
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