Support Policy

Support Avenues

Theme support is provided exclusively through our support ticket form. We do not provide support through social media (Twitter, Facebook, etc), Etsy, or Creative Market. At this time we don’t offer phone support.

 

Support Availability

We strive to respond within two working days to all support tickets. Our support hours are Tuesday – Friday, 9:30 am to 5 pm PST.

 

Ticket Requirements

When submitting a support ticket, the following is required:

  • First and last name
  • Valid order number*
  • Public website URL** 

* If you purchased via Creative Market, please write “Creative Market” in the order number field and we will look up your order by your name.
** If your site is private, please send your site login info along with your ticket

 

Site Access

Occasionally, depending on the issue, we may request your website login details. Your information is safe and all details are removed from our system immediately after the task has been completed. You are welcome to set up a “guest” account on your website for support purposes if you wish.

 

Scope of Support

Our support team is happy to assist with:

  • Theme installation
  • Setting up the theme like the demo
  • Bug fixes in the theme

 

We are unable to offer support for:

  • General WordPress questions
  • Any third-party plugins
  • Themes that have been customized beyond font and color changes
  • Theme customization inquiries (color changes, font changes, structural changes)

 

Having trouble reaching us? If you don’t hear back in a reasonable amount of time, we may not have received your ticket. Please email support(at)17thavenuedesigns.com (making sure to include your order number and website URL).