Support Policy
When can you find us online?
Working hours: Monday - Friday, 9:00 AM - 5:00 PM EEST.
We are also working outside of this schedule, but when it comes to contact us, count on the working hours.
Where can you find us?
Customers with an active subscription can open technical support tickets on this page, while they are logged in their ThemeIsle account.
Everyone can contact us on this page. Please note that these questions are answered slower than one submitted from the ThemeIsle account. In case you need support for the free products, please refer to this guide.
What does our support service cover?
How fast do we respond? Standard vs. Priority Support
Support requests are sorted into our queue and categorized by subscription tier. Each of our three subscription options directly impacts response prioritization and speed. Priority Support subscribers benefit from accelerated response times.
Pre-sale tickets have limited support, as we only answer questions about the products in those. None of the services mentioned in the above table are offered in those tickets.
Example of handling a ticket. Business hours mean working hours.
You have an Agency subscription and you ask today at 2:30 PM EST, how to install the product. In the worst case, which is 8 business hours you will receive an answer tomorrow at 12 AM EST.
Who is eligible to receive support from us?
We provide support only to people who purchased the products directly from our website and have a ThemeIsle account with an active subscription.
In case you purchased our products from a deal, the final step of the purchase should have been creating a ThemeIsle account on our website store.themeisle.com.
Need help with one of our free products? We recommend checking the resources mentioned in this article.
How can you get a refund?
Refunds can be issued only in the first 30 days after the purchase or the renewal for recurrent subscriptions.
More information about the refund process is available in this guide.