Support

We reply within 2 business days, usually the same day. Business days are Monday to Friday — a message sent on Saturday is answered on Monday.

Before you write, a quick search often answers it faster: press / or use the search at the top of the page. The Strata FAQ covers the first week’s questions.

Contact us

The form below is our only channel, on purpose — it collects what we need to answer in one reply instead of three.

The contact form is being connected. Until then, please check back shortly — this notice disappears the moment it is live.

Your nameEmail

Store URL yourstore.myshopify.com

Storefront password only if your store is password-protectedWhat happened? The page link, what you expected, what you saw, and the browser/device

We reply within 2 business days — usually the same day.

Send message

What to include

A message with these in it is almost always answered in one reply:

• your store’s URL (and the storefront password, if the store is still password-protected);
• the page where it happens — paste the link;
• what you expected and what happened instead;
• the browser and the device (for example “Safari on iPhone”, “Chrome on Windows”);
• a screenshot or a short screen recording, if it is something visual;
• whether you have edited the theme’s code, and what you changed.

If the problem appeared after you installed an app or edited the code, say so. It is not a reproach — it is the fastest route to the cause.

What support covers

• Bugs in the theme. Anything that does not work the way the documentation says it does. We fix it, and the fix ships in the next theme update.
• Questions about the theme. How to set a section up, where a setting lives, why a block is not showing, how to get a particular layout out of the settings that exist.
• Help reading the theme’s behaviour. Why a badge appears, why a block is empty, why a metafield is not showing — including walking through your store’s settings with you.
• Documentation gaps. If you could not find the answer here, that is ours to fix.
• Compatibility with Shopify itself. If Shopify changes something and the theme needs to follow, that is on us.

What support does not cover

• Custom development. Code changes, new sections, new features for one store. Shopify’s rules for the Theme Store do not allow custom development to be included in the price of a theme. See Working with a developer.
• Code you or a developer added. We cannot debug custom Liquid, custom CSS or a snippet someone pasted in. If you tell us what was changed, we can usually say whether it is the cause.
• Apps and their behaviour. An app’s own blocks, settings and scripts belong to its developer. If an app visibly breaks the theme’s layout, tell us anyway — sometimes we can make the theme more tolerant.
• Your store’s content, catalogue, SEO or marketing. We can say what the theme can show; what to show is yours.
• Shopify’s own features — payments, shipping rates, taxes, domains, markets, customer accounts, checkout. Shopify Support handles these: Help → Contact support in your admin.
• Design work. Choosing your photographs, your palette or your copy.

Before you write

1. Search the documentation. Most answers are one search away.
2. Check whether the block has data. Several blocks render nothing when they have nothing to show — in Strata: Size reference without measurements, Spec sheet without values, Material card without a matching material, 3D spotlight without a 3D model, Pickup availability without local pickup. An “empty” block is usually missing data, not a bug; Metafields fixes most of them.
3. Note what changed recently: an app installed, a code edit, a theme update, a setting.

Bugs, feature requests and updates

Report a bug and we will fix it. Suggest a feature and we will tell you honestly whether it is on the roadmap, whether the Theme Store would allow it in a theme, or whether it belongs in an app.

Theme updates are free for as long as you own the theme.