Support policy

Mercer support covers the theme’s documented features. Theme support is ongoing for licensed Mercer stores and is not limited to the first 30 days after purchase.

Response time

We reply to support requests within two business days. Business days are Monday to Friday, excluding bank holidays in England and Wales, using the Europe/London time zone. This is a first-response commitment, not a fixed deadline for resolving every issue.

An automated confirmation acknowledges receipt; it does not replace the support reply covered by this commitment.

Critical defects that prevent purchases, break the cart or checkout handoff, or stop key storefront pages from rendering are urgent. We handle them ahead of other requests and prioritize a fix once a Mercer defect is confirmed. Say in your request if purchases, the cart or page rendering are affected so it can be triaged first.

Included

Theme bugs that prevent documented Mercer features from working.
Questions about theme settings, sections, blocks, and presets.
Help reproducing demo-style layouts with documented theme controls.
Guidance for Shopify-native features Mercer supports, including Markets, B2B surfaces, gift card recipient fields, swatches, and predictive search.
Accessibility or performance issues caused by Mercer theme code.

Outside standard support

Custom development or new feature work.
Debugging third-party apps, app embeds, or app blocks.
Store setup, merchandising strategy, copywriting, photography, or Shopify admin training.
Fixing issues caused by merchant-made code edits or unsupported Custom Liquid.
Maintaining custom code snippets that fall outside the documented Mercer feature set.
Migrating or rebuilding custom code when updating the theme.

Having a modified theme does not by itself exclude you from support. We may ask you to reproduce the issue in a clean, unpublished Mercer draft to distinguish a theme defect from an app or code modification. Keep your live theme in place while testing.

What to include

When contacting support, include the following in your message:

Store URL.
Mercer theme version.
Page URL where the issue happens.
Steps to reproduce.
What you expected and what happened instead.
Screenshots, PDFs, text files, or short screen recordings when available. The support form accepts up to 3 files, 4 MB each and 8 MB total.

Custom code

Before editing code or adding Custom Liquid, duplicate your theme in Shopify admin. Standard support covers Mercer’s documented behavior, not the development or maintenance of merchant-authored code. A Shopify Partner can help with advanced customization.

Updates and feature requests

Published Mercer theme updates are available free through Shopify to licensed Theme Store customers when released. Updates have no fixed release schedule; custom-code migration and other bespoke work are outside standard support.

Send suggestions through the support form, choosing Feature request. Requests help inform development but do not guarantee a feature or delivery date.