Guild support policy

Documentation scope: Guild 0.1.x pre-release builds. The exact public release version will be confirmed in the changelog before Theme Store publication.

This policy explains what merchants can expect when requesting help with Guild. It also separates theme support from Shopify platform support, store-data setup, app support, and custom development, because those issues can look similar on the storefront.

Support requests should be submitted through the public support form linked from the Guild documentation site and the Shopify Theme Store listing. Support requests receive an initial human response within two business days. This is a first-response requirement, not a guaranteed resolution time.

Using the Guild AI context file is optional. Merchants do not need to use an AI assistant or complete AI-led troubleshooting before contacting support.

For Shopify platform behavior that is not specific to Guild, use Shopify's official Help Center or the relevant app developer's documentation and support path.

What support includes

Support includes help with:

• Built-in Guild theme settings.
• Questions about documented theme behavior.
• Suspected bugs related to unmodified Guild behavior.
• Guidance on where to find a built-in setting or feature.
• Confirming whether a problem is likely owned by Guild, Shopify, an app, store data, or custom code when the available evidence is sufficient.

What support does not include

Support does not include:

• Custom code or custom development.
• Custom design changes.
• Store setup or migration.
• Product, collection, menu, policy, metafield, or content entry.
• Store strategy or merchandising services.
• Third-party app setup or configuration.
• Debugging or styling third-party apps.
• Debugging changes made by merchants or external developers.
• Merging or reapplying custom modifications after a theme update.
• Fixing issues caused by Custom HTML, Custom Liquid, modified theme files, external scripts, or unsupported code changes.

Shopify data and configuration

Shopify owns the source data and platform behavior for products, collections, menus, policies, metafields, storefront filters, recommendations, checkout, payments, shipping, taxes, customer accounts, and native forms.

Merchants are responsible for creating and configuring that data. Guild support can investigate when valid data supported by the documented theme feature does not render or behave correctly in an unmodified copy of Guild.

Bug reports

A Guild bug is an issue with built-in theme behavior that can be reproduced independently of merchant customizations, app output, or invalid source data. Testing on an unpublished, unmodified duplicate is often the fastest way to identify the problem owner, but it is not a prerequisite for opening a ticket. Explain which tests you were able to complete.

When reporting a suspected bug, include:

• Store URL.
• Guild version.
• Page or template where the issue appears.
• Steps to reproduce the issue.
• Expected behavior.
• Actual behavior.
• Screenshots or a short screen recording.
• Browser and device, especially for mobile issues.
• Recent theme-update, app, Custom HTML, Custom Liquid, or code changes.
• Whether the issue also appears in an unpublished, unmodified copy of Guild, when tested.

Support may ask you to reproduce the issue in an unmodified duplicate theme when that test is needed to isolate the cause.

Privacy and support requests

Support requests should include the details needed to reproduce the theme issue, but they should not include passwords, private keys, payment data, full customer records, full order exports, unnecessary personal data, or broad admin access details. Blur or remove customer, order, email, address, payment, and personal information from screenshots and recordings unless the information is necessary to understand the theme behavior.

If support needs additional access, support will ask for it through a separate approved Shopify access path rather than asking you to send passwords. If you accidentally send unnecessary sensitive information in a ticket or attachment, ask support to remove or redact it where the support system allows it.

For theme-related privacy setup, external services, browser storage, videos, maps, Custom HTML, and Custom Liquid, see Privacy and external services. Store policies, cookie-consent decisions, app privacy behavior, and legal compliance remain merchant responsibilities.

Critical bugs

Critical bug reports are prioritized immediately when they appear to affect unmodified Guild behavior and materially block shopping, navigation, product forms, cart updates, checkout handoff, or a major storefront rendering path. Include the affected URL, Guild version, recent changes, exact reproduction steps, expected behavior, actual behavior, and screenshots or a short recording.

A critical report is still a suspected bug until ownership is confirmed. Once a critical issue is confirmed as a Guild defect, it is escalated immediately for remediation. Do not delay a critical report solely because an unmodified duplicate test is not currently possible; support may request that comparison during diagnosis.

Purchases, refunds, and review-related requests

Guild support does not promise refund-on-demand or make automated refund decisions. Theme Store purchase and refund handling follows Shopify's applicable purchase process. If you believe a purchase, listing claim, or exceptional billing situation needs review, submit a support request with the minimum relevant details so it can be reviewed by the human support owner.

Support and technical assistance are not conditional on changing, removing, or withholding a review.

Theme setup questions

Support can explain how to use built-in Guild settings, sections, blocks, and templates. Include the page you are editing and the result you are trying to achieve.

Support may link to documentation when a guide already covers the setup. If the documented steps do not match the current theme editor, include a screenshot and Guild version so the discrepancy can be investigated as a documentation or theme issue.

App conflicts

Third-party apps can affect storefront layout, behavior, privacy, and loading. App setup, app configuration, app-specific styling, and app-owned output are handled by the app developer.

Guild support can help determine whether the same issue appears in an unmodified Guild theme without the app. If it does not, the app developer remains the correct support route.

Custom code

Custom HTML, Custom Liquid, modified theme files, external scripts, and third-party code can affect updates, the support scope for issues caused by the modification, accessibility, performance, privacy behavior, and storefront behavior. Social embeds such as Instagram posts, TikTok videos, and X/Twitter posts are provider-controlled third-party content when added through Custom HTML or Custom Liquid.

Before editing code or adding third-party embeds:

• Duplicate the theme.
• Keep a record of the change.
• Test the affected pages on desktop and mobile.
• Remove the custom code or third-party embed before reporting related layout, performance, privacy, or behavior issues when practical.

Custom-code examples and tutorials are general guidance only unless explicitly stated otherwise. If a change affects product forms, cart behavior, accessibility, or performance, treat it as development work and consider hiring a Shopify Partner. For Shopify's platform-level code editor workflow, see Shopify's theme code editing documentation.

Theme updates

Before updating Guild, duplicate the current theme and review the update in an unpublished copy. Read the changelog, test product pages, collection pages, cart, forms, popups, apps, and any custom code before publishing the updated theme.

Support includes investigation of suspected regressions in built-in Guild behavior. Reapplying, merging, or debugging merchant modifications, Custom HTML, Custom Liquid, app-specific styling, and edited theme files remains outside standard support.

See Updating Guild for the recommended workflow.