We appreciate your trust on our themes and we love our customers, so we take a great pride in offering timely, friendly, and world-class support.
We provide support only through support tickets and email. We do not offer phone support, social media support (Facebook, Twitter, etc.), or live chat support at this time. We encourage you to go through our knowledgebase and theme documentation before submitting any support requests.
We try to answer most of your questions within a few hours, and we do our best to answer all your questions by the next business day. Support will be limited on weekends and holidays. Our time zone is UTC +7 (Indochina Time). Our official support timing is from 09:00 AM – 16:00 PM.
We only offer support for the themes made by AliThemes.
If you find any features missing or not working as advertised and as per the demo site, our support team will be happy to assist you help with that.
We test our themes multiple times before making them available to you. But, we are humans and we make mistakes. So, if you find any bug or issues in our themes, please report them to us. We will fix them as soon as possible and include them in the future updates.
We want our themes to work for you, and we do our best to make sure. Therefore, even if your problem isn’t directly related to our themes, we will get you pointed in the right direction.
Support Doesn’t Cover
We don’t offer support for issues related to or caused by third-party themes, plugins, or scripts. If you’re having an issue with a third-party product, then we recommend you to contact the product author for the support.
The support also doesn’t cover theme customization services like adding/removing a feature, adding/removing elements, etc. If you want or need customization, we may offer you the service for an extra cost.
Issues related to malicious code, hackers, SEO …
Our support doesn’t include custom development or customization.
If you need some extra features or elements in our themes, feel free to contact us via Customisation Service page. We do not offer customization services for themes developed by other developers.
Support is forfeited or voided if:
You make changes to the PHP files of a theme and it breaks your website. You customize a theme beyond minor font and color changes.
We reserves the right to amend our Help and Support Policy from time to time without prior notice. So, please make sure that you’re aware of the changes.