Support Hours

Support Hours

We strive to monitor support tickets around the clock, but this is not always possible due to different time zones.

Our support hours are 9 am - 5 pm (WITA), Monday through Friday. Requests are generally processed in the order they are received, except in cases of emergencies or severe technical issues.

Response Times

• Our response times may vary based on our support workload.

• For uncommon or complex issues, resolutions might take an additional 1–2 days.

• Our Customer Success agent will keep you informed about the progress and estimated timeline.

Custom Work Policy

• If additional work is required, it will be considered custom work.

• Custom work is charged at $30 (USD) per hour, depending on your specific requirements.

• We will confirm feasibility before proceeding.

Efficient Issue Resolution

To help us resolve your issue efficiently, please include as many details as possible in your support request.

What Our Support Includes

We provide support exclusively for our products. Our support scope includes:

• Addressing questions about item functionality and general technical capabilities.

• Assisting with setting up item features and configuring settings.

• Fixing bugs in FoxEcom themes and apps.

• Resolving Shopify compatibility issues that arise from a standard theme installation.

• Handling some theme conflict issues.

• Performing minor and simple customization's, depending on our current request volume.

While we may assist with customization's, please be aware that custom code created for your store might not be fully tested, and we cannot guarantee it will be error-free. Additionally, we do not support transferring custom work to newer versions of the theme.