Support and theme customisation policy

This article explains how to contact support, what is included with Array theme support, and when a request is considered paid customization work.

How to Contact Support

All Array support requests should be sent through the support form on the 9am website.

We do not provide support through live chat, social media direct messages, comments, or popups. Keeping support in one place helps us review your request properly and respond with useful information.

Support Hours and Response Time

Support hours are Monday to Friday, 9:00am to 5:00pm Melbourne, Australia time, excluding Melbourne public holidays.

We aim to respond within 24 hours during support hours. Requests are reviewed in the order they are received.

Included Support

Array support covers:

  • Help using Array’s theme editor settings
  • Help setting up Array sections and blocks
  • Guidance on Array theme settings, templates, and included theme features
  • Clarification on documented Array features
  • Fixing bugs or issues in clean, unaltered installations of Array

Support applies to the Array theme code and features as provided.

Not Included

Array support does not include:

  • Shopify admin or platform support
  • Checkout issues
  • Payment, shipping, tax, market, language, domain, or customer account setup
  • Product, collection, discount, gift card, or inventory management
  • Search & Discovery app setup
  • Third-party app setup, installation, removal, conflicts, or troubleshooting
  • Troubleshooting code added by apps or third-party developers
  • Troubleshooting previous customizations
  • Transferring custom code between theme versions
  • Teaching Liquid, HTML, CSS, JavaScript, or Shopify theme development

For Shopify admin, checkout, billing, or platform questions, contact Shopify Support.

For app-related issues, contact the app developer. App developers are responsible for supporting their app functionality and compatibility.

Custom design or development work is not included with free theme support.

Limited Array theme customizations may be available by quote at AUD $120 per hour.

Paid customization work may include:

  • Small layout adjustments
  • Minor styling changes
  • Adding simple theme behavior
  • Adjusting an existing section or block
  • Implementing a clearly scoped theme change

Paid customization work does not include large redesigns, complex app integrations, custom apps, checkout customization, or open-ended development retainers.

Before any paid work begins, we will confirm the scope and estimated time.

Before Contacting Support

  1. Duplicate your theme before testing changes.
  2. Check whether the issue also appears in an unmodified copy of Array.
  3. If the issue started after installing an app, contact the app developer first.
  4. If the issue started after custom code was added, test an unmodified copy of Array.
  5. Take screenshots or screen recordings of the issue.
  6. Note the page URL, device, browser, and steps to reproduce the issue.

What to Include in a Support Request

  • Store URL
  • Theme version
  • Page URL where the issue appears
  • Screenshots or screen recording
  • Steps to reproduce the issue
  • Whether the theme has been edited with custom code
  • Whether any apps were recently installed, removed, or updated
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