support@gracethemes.com

Support Policy

This support policy describes which kind of theme support you can expect from us. If you do not agree with it or you have any questions, please contact us before using our themes or services.

Supports Method

We recommend to use email and chat for any pre-sales related questions. We provide theme related support via email and support forum. We don’t offer any support via Facebook, Twitter, phone or other communication channels. Please check the theme documentation before submitting any support requests.

Supports Hours

Our official support hours are Monday to Saturday, 9AM to 10PM (GMT+5.5).

We usually respond to all support requests within 12 hours on weekdays. Depending on the workload and complexity of issue it can take up to 24 hours. Our support is very fast and user friendly.

Supports Period

We offer support to all of our free and premium WordPress themes. For the users of free theme which are available on WordPress.org, we provide a basic level of support through email and WordPress.org support forums. For our premium theme users, support is offered for lifetime from the date of purchase.

What Our Support Covers

We offer free theme installation and setup for newbie users who don’t know how to install the theme. We only offer support for the themes that we have developed. The support includes everything required to make sure that all theme features are working as like the demo of theme.

What Our Support Doesn’t Cover

The support is not for creating significant customizations, theme modifications or making further options in the theme. We can’t give general WordPress support, please use WordPress.org forums for that. We don’t provide any support for third-party product/plugins you might choose to use with our themes. You should contact the plugin author if you’re having an issue with a third-party plugin. Also we are unable to provide any support related your hosting server diagnostics, maintenance or any other server related service.