Support Policy

1. Support Channels

Traveler theme provides support for its own products only.

After you send us a support request on Shinehelp, you will receive feedback from us.

Note: We don’t support via phone

We always do our best to answer each support request in the order that it was received. If your problem is unusual or more complicated than usual, we may need an extra day or two to solve it or give you another idea.

The ticket system is open from Monday to Friday and tries to help you with their complicated product problems. We may ask you to share your login information when we need to. Please remember that your information will always be kept safe and private and will only be used to help you with the problem you are reporting.

Please keep in mind that we can only help with the site for which the license key has been activated.

2. Support Hours

Every day of the week, from 9 a.m. to 7 p.m. (EDT), we offer general customer service. During these hours, we can usually answer questions about support within 12 to 24 hours. If you have a question outside of these hours, we’ll get back to you within 48 hours.

3. Requests Covered by Technical Support

a. Answering technical questions about Traveler’s built-in features, functionality, and supported third-party plugins to help you understand the theme features and configure its settings

b. Guiding you to install our theme

c. Providing updated information on the newest version

d. Assisting with reported bugs and issues.

4. Requests NOT Covered by Technical Support

a. Customizing the items, the server environment, or the software

b. Making more CSS rules

c. Help with editing code and finding the code that needs to be changed

d. Making any changes to the client’s website

e. Speeding up and improving the performance of the website

f. Adding third-party scripts or extensions

g. Problems with or caused by third-party add-ons