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Rail support policy

Every Rail purchase includes support from TRUETHINKS Themes. This page explains what we help with, how quickly we reply and how to get the fastest answer.

Response time

We reply to every support request within two business days. Business days are Monday to Friday, excluding public holidays in the United Kingdom. You get an automatic email as soon as we receive your request, so you know it arrived. If you do not see it, check your spam folder, or write to [email protected].

What is covered

  • Bugs. If Rail does not work as described in this documentation, we investigate and fix it, and include the fix in a theme update.
  • Setup and settings. Questions about how to use Rail's theme settings, sections and blocks.
  • Compatibility. Keeping Rail working with Shopify's current theme requirements and platform updates.
  • Documentation. If something on this site is unclear or wrong, tell us so we can fix it.

What is not covered

Customizations are not included in the theme price. Support does not include:

  • Custom code, design changes or new features that are not in the theme, including edits made in the code editor and Custom Liquid blocks.
  • Problems caused by code edits, copied snippets or custom code added by you or someone else.
  • Third-party apps (reviews, subscriptions, pop-ups and so on) and their settings. Please contact the app's developer. We are happy to look at how an app block is placed in Rail.
  • Shopify platform issues, such as checkout, payments, shipping rates, taxes, domains, billing or your Shopify plan. Please contact Shopify Support.
  • Creating your content: product photos, copywriting, translations, product data entry, or importing and migrating a store.
  • Marketing, SEO or conversion advice.

Custom code and custom work

Duplicate your theme first

Before you edit any code (including adding code to a Custom Liquid section or block), duplicate your theme: go to Online Store > Themes, open the three dots next to the theme and choose Duplicate. Edit the copy, check it in the preview, and only then publish it. You will always have the original to go back to.

If you need something Rail does not do out of the box, we suggest you hire a Shopify Partner (a freelancer or agency from the Shopify Partner Directory). A developer can add custom features safely and keep them working when the theme is updated. Code edits are not carried over when you update the theme, so tell your developer which version of Rail your store runs on.

How to send a good request

The more we know, the faster we can help. Please include:

  1. Your store URL, for example https://your-store.myshopify.com.
  2. The page where it happens: a link to the page, and the template name in the theme editor (Home page, Products, Collections and so on).
  3. What you expected and what happens instead. The steps to repeat it, if you know them.
  4. Screenshots or a short screen recording. Use the file upload in the support form (up to 5 files, 10 MB in total: PNG, JPG, WEBP, GIF or PDF), or add a link.
  5. Your device and browser, for example "iPhone 15, Safari" or "Windows laptop, Chrome". Say if it happens on phone only or on desktop only.
  6. Whether the theme has been edited in code and whether you use apps that change the storefront.
  7. The theme version, if you know it, shown in the Theme library next to the theme name.

If we need to look inside your admin, we will ask you to send a collaborator request from your Shopify admin or to share a preview link. Never send us your Shopify password or any payment details. We will never ask for them.

Contact

Open the support form

You can also email [email protected], but the form collects everything we need in one go.