In order for all of our customers to get the same fair level of unbiased theme support, all support queries are handled via our email ticket system. That ensures all inquiries are handled in the order that they are received. In addition, since most support questions we receive are technical in nature, it is much easier for us to help over email where we can use screenshots, video screen captures, links, and code snippets.
Remember too that you can always call Shopify 24 hours a day with non-design related questions at 1 (888) 746-7439.
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