The4 Support Package

The4 Support Package

What Is the The4 Support Package?

The4 Support Package gives you access to dedicated technical support from The4's expert team. Whether you're setting up your theme, troubleshooting an issue, or need guidance on how to use a feature, our support team is here to help you get the most out of your purchase.

Each support package is tied to a specific license and provides a defined period of access to our live support system.

What's Included in the Support Package?

Our support covers:

• Technical assistance — Help with bugs, errors, or unexpected behavior related to the theme.
• Usage guidance — Step-by-step help on how to use built-in features and settings.
• Compatibility questions — Advice on working with Shopify's native features alongside the theme.
• Installation support — Help getting your theme set up correctly.

What's NOT Included?

The support package is intended for usage support only and does not include:

• Custom development or code modifications
• Design customization services
• Third-party plugin/app integration beyond basic guidance
• Services outside the scope of the original theme functionality

If you need custom work done, please contact us separately for a custom development quote.

How the Support Package Works

1. Visit our website and open the Live Chat support system.
2. Enter your license code when prompted — our system will automatically verify your support expiry date.
3. Once verified, you'll be connected to a support agent who will also be informed of your support status and remaining time.
4. If your support has expired, our team reserves the right to decline assistance until a valid support package is active.

Renewing Your Support Package

1. Purchase a renewal package from our website.
2. Return to the Live Chat and enter your existing license code.
3. The renewal period will be added to your current license — no new code needed.
4. The live chat system will automatically reflect your updated support expiry, and our support team will be notified accordingly.

Purchase a New License

If you don't have an existing license or need a license for a new project, you can purchase a new license directly on our website. Each new license comes with an initial support period included.

Important Notes

• Support is provided during business hours and response times may vary based on volume.
• One license covers one Shopify store installation.
• Support packages are non-transferable and tied to the original license code.
• The4 reserves the right to refuse support if the license support period has expired.