Support policy

Mercer support covers the theme as documented and prepared for Shopify’s review process and future update flow.

Response time

We aim to send a first response within 2 business days. Critical defects that break purchase, cart, checkout handoff, or key storefront rendering are prioritized.

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.

Not included by default

• 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.

What to include

When contacting support, include:

• 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. Custom code may fall outside standard Mercer support unless the behavior is explicitly documented. For advanced custom code, consider hiring a Shopify Partner.