Support policy
This page outlines the support Corebia provides for the Pave theme. Please read it before opening a ticket so you know what to expect.
What support covers
Our team can help with:
- Bug fixes — Issues caused by the theme in its original (unmodified) state. If a feature documented in this guide is broken, we’ll fix it.
- How-to questions — Guidance on using built-in theme features, configuring sections and blocks, and getting the most out of the theme editor.
- Latest version, no customizations — Issues you can reproduce on a fresh, unmodified install of the latest published version of Pave.
What support does not cover
We cannot help with:
- Custom code — Modifications you (or a developer or AI tool) made to theme files, including custom Liquid added through the Custom Liquid section or block. See Custom code.
- AI-generated theme blocks — Code added through AI-generated theme blocks or any third-party AI tooling.
- Third-party apps — Installation, configuration, or conflicts caused by Shopify apps. Contact the app’s developer.
- Design customizations — Requests to change the visual design beyond the available theme settings, or to add features not built into Pave.
- New features — Feature requests that go beyond Pave’s current capabilities. We log these for future consideration but cannot promise implementation.
- SEO and conversion optimization — Advice on ranking, ad spend, or conversion strategies.
- Business advice — Pricing, fulfillment, customer service, or any operational matter.
- Shopify admin and platform — Issues with checkout, payments, taxes, shipping, customer accounts, or anything inside the Shopify admin. Contact Shopify Support.
- Rich text editor content edits — Help with editing the content of pages, products, and articles in the Shopify admin.
- Custom translations — Edits to the locale file (translations). Use a translation app instead. See Multi-currency and language.
Response times
We respond to all tickets within 2 business days (Monday to Friday, excluding public holidays). Most tickets are answered the next business day.
Critical bugs — Issues that prevent customers from completing checkout, that take the storefront offline, or that affect the security of customer data are addressed immediately and out of regular hours when needed. To trigger a critical-bug response, mark the ticket as critical and include enough detail for us to confirm impact.
How to reach us
The supported channel is documented on the Contact page. Send a message with the details listed there and our team will respond within the timeframe above.
We do not provide support via:
- Phone
- Live chat
- Social media (DMs, mentions, comments)
See Contact for what to include when reaching out.
Supported languages
We provide support in English. Tickets in other languages may take longer while we translate; we do not refuse non-English requests.
Refunds
Themes purchased from the Shopify Theme Store are final sale. Refunds are handled by Shopify Support, not by Corebia. To request a refund, contact Shopify Support directly.
Updates and new versions
When a new version of Pave is released, you can update at any time from your Shopify admin. We recommend testing the new version on a duplicate before publishing — see Duplicate your theme and the changelog.
Updates do not carry over your customizations. If you’ve modified theme code, you’ll need to re-apply those changes on the new version.