How to reach us
- Open a ticket from Account → Support, or press Get help next to a purchase in Account → Purchases. Tickets keep the whole conversation in one place, and we let you know in your account when we reply.
- Email support@theorbital.shop. This works even if you bought as a guest and haven't signed in yet.
We reply within 3 business days (Monday to Friday), usually much sooner. The people who answer are the people who build the themes.
How long support lasts
Support is included for 3 months from the purchase date. For made-to-order versions it starts on the day we deliver. Your account shows the exact end date next to each purchase.
After support ends, the theme keeps working, and bug fixes still reach you as free updates.
What support covers
- How to use and set up the theme's features.
- Fixing bugs in the theme.
- Licence questions, like moving your licence to a new store.
It doesn't cover custom development or problems caused by third-party apps and plugins. We'll still tell you if we spot what is going on.
Get the fastest answer
Please include:
- your order number (it starts with ORB-),
- the theme and platform,
- a link to the page where the problem shows (and the storefront password, if your store has one),
- a screenshot, and what you expected to happen.
Have you edited the theme code, or added apps that change the storefront? Tell us, because that often explains things quickly.
Many common questions already have an answer in the FAQ and Troubleshooting.