All you need to know
If there is anything we can help you with, please let us know. Whether you have discovered a problem or need help customizing our product to fit your needs, we are always happy to help out and point you into the right direction. Simply send an email to [email protected]
In order to be able to provide you with the best possible service, we do not offer customer support through the comments section on themeforest and we will direct you to contact [email protected] should you seek assistance there. This ensures that no support tickets are forgotten and that all members of the support staff are aware of your issue, resulting in the fastest and best possible service.
We may occasionally ask you to provide your themeforest license certificate or a ShapingRain.com License Key to verify your purchase and we will discontinue or deny support in case of a suspected license violation.
Extend of our Support
We generally only provide support for our own product. While we will usually make attempts to assist you with other issues as well, we will likely have to decline support if the issue exceeds the scope of our knowledge and experience.
We may also have to direct you to WordPress support for issues related to WordPress itself. While we may be able to resolve some minor WordPress issues quickly, the experts at WordPress Support may be better equipped to assist you. However, we will likely attempt to help you ourselves before referring you to them.
Please accept that we generally do not provide support for other third party products such as plug-ins or any third-party service providers, except in cases where addressing an issue takes only little time or where we believe that a solution could be beneficial to a majority of our customers. We recommend that you contact support and ask if you are unsure whether a particular case is covered by our support policy.
Code of ConductMutual respect is important. We treat our customers with respect and we expect the same in return. Please address us in the same manner you would like us to talk to you. We do not accept abusive behaviour towards our customer support agents and we will refuse support to customers not adhering to this policy.
CustomizationMost customization requests we receive do not require much time, and we are happy to assist whenever that is the case. If, however, your request would result in more work, we will have to restrict our support to giving you basic guidance, or offer you our paid customizations services.
If necessary to help you solve a problem we may request that you email us your WordPress login details and/or provide us with your hosting account details as well in order to identify problems that are related to your web server environment. Please accept that without those details, we may not be able to help you in some cases.