Support Policy

Last updated: 30/10/2025

At Velvetica, we are committed to helping our customers get the most out of our digital products and services. This Support Policy explains the type of support we provide, response times, and the limits of our assistance.

Support is included with all purchases of our Shopify themes, sections, and tools. This covers product-related issues such as installation guidance, bug fixes, and basic usage questions. We also provide support for custom store setup services after delivery.

For digital products, we provide lifetime access to updates and bug fixes. If a section, theme, or tool is not functioning as described, we will work to resolve the issue promptly.

For custom Shopify store setups, we provide 14 days of free post-launch support. This includes fixing errors related to our setup, ensuring functionality, and answering questions about the delivered work. After this period, additional support or maintenance can be arranged under a separate service agreement.

Our support team aims to respond to inquiries within 24–48 business hours. Response times may vary depending on the complexity of the issue and overall support volume.

Support does not cover customization requests beyond what was purchased, third-party integrations outside our products, or modifications that affect the original code. For these needs, we offer additional paid services.

All support requests should be submitted through our official contact channels.

By purchasing from Velvetica, you agree to this Support Policy.