Masthead is made and supported by Alfa Dev Studio. This page sets out what our support covers, what it doesn't, how quickly we reply, and how the theme is kept up to date.
How to reach us
Send a request through the support form. You get an email confirming we received it, with a ticket number. Support is given in English, by email.
Response time
We reply to every request within 2 business days. Business days are Monday to Friday (Pakistan time, UTC+5), not counting public holidays. Many requests are answered sooner, and a request that arrives over a weekend is answered early in the following week.
A reply within 2 business days means a real answer or a clear next step. Fixing a confirmed bug can take longer, and we will tell you what to expect.
What support covers
- Setup questions. How to use the theme's sections, blocks and settings, and where to find a setting.
- Bugs. Anything in Masthead that doesn't work as these docs describe, on a current browser, with the theme's code unmodified. We investigate, and fix confirmed bugs in a theme update.
- Compatibility with Shopify. Problems between the theme and Shopify's own features, such as markets, selling plans, product swatches and Search & Discovery filters.
- Advice on what is possible. Whether the theme can do something through its settings, and the closest alternative when it can't.
What support doesn't cover
- Custom coding. Writing new features, changing the design beyond the theme's settings, or adding custom CSS, Liquid or JavaScript.
- Modified themes. Problems caused by changes to the theme's code, whoever made them. We may ask you to reproduce a problem on an unmodified copy of Masthead.
- Third-party apps. Installing, configuring or fixing apps, and conflicts caused by an app's code. We can tell you whether a problem comes from the theme or from an app; the app's developer supports the app.
- Shopify itself. Questions about your Shopify admin, checkout, payments, shipping, taxes, domains or billing. Shopify Support handles these.
- Store setup and content. Building your store for you, adding products, writing copy, editing images, or data migration.
- SEO, marketing and performance audits. We keep the theme itself fast and well structured; results for a particular store depend on its content and apps.
For work we don't cover, we recommend a Shopify Partner from the Shopify Partner Directory. Alfa Dev Studio also offers custom work separately; ask through the support form for a quote. Custom code explains how to make changes safely.
What to include in a request
The more of this we have, the faster we can help:
- your store address, for example
yourstore.myshopify.com - the page where the problem appears, and what you expected to happen
- a screenshot or a short screen recording
- the device and browser, if the problem only happens on some
- the theme version, shown with the theme's name under Online Store in your Shopify admin
- whether the theme's code has been edited, and which apps were installed recently
Never send passwords. If we need to look at your store's theme, we will ask for collaborator access through Shopify, which you approve and can remove at any time.
Updates policy
- Updates are free for every store that owns Masthead, for as long as the theme is sold in the Shopify Theme Store.
- What updates contain: bug fixes, support for new Shopify features, and new sections and settings. Each release is listed in the changelog.
- How they arrive: through the Shopify Theme Store, as a new copy of the theme in your draft themes. Your live store does not change until you publish it.
- Your settings are kept. Everything done in the theme editor carries over. Code edits carry over where they don't conflict with the update. See Updating the theme.
- Supported version: we fix bugs in the latest version of the theme. If you report a bug on an older version, we will ask you to update first.
- Browsers: Masthead supports the latest versions of Chrome, Safari, Firefox and Edge on desktop, and Safari, Chrome and Samsung Internet on mobile.
Purchases and refunds
Masthead is bought through the Shopify Theme Store, under the Theme Store's terms. Shopify treats theme purchases as final sale, so we are not able to give refunds. That is why you can try the theme first: preview it in your store, with your own products, for as long as you need. You pay only when you publish it.