Theme bug fixes are our top priority. We've helped thousands of customers since 2008 and we have one of the highest satisfaction ratings for premium Drupal themes versus our competitors!
Notice: We are currently NOT taking on new customization projects in order to fulfill current projects and development commitments. We'll post back when this changes. Thanks for your understanding!
Our general support hours are Monday to Friday, 9am to 5pm EST. We provide replies on support queries usually within 48 hours, unless we are at maximum capacity with projects. In those cases, we will try to answer any queries within 72 hours.
We understand that there is a fine line between what is considered "required" theme support, i.e. bugs or theme issues versus theme modifications and free customization support. While we will try, as time permits, to help with as many types of support queries (outside of normal support for bugs), we cannot guarantee or provide much help in terms of unique, custom, or free theming modifications or free general Drupal troubleshooting or support. There is plenty of Drupal supporting documentation on Drupal.org and other sites discussing basic Drupal site management, basic configurations, or general enhancements to your Drupal theme.
After purchasing a product or theme from ThemeSnap.com, you are free to modify it to your or your customer or client's needs. However, once you alter the ThemeSnap.com sold product ("theme"), support for that product from ThemeSnap.com is void. We will only troubleshoot or fix a product or theme if the issue, error, or notice can be shown to us on an unaltered, clean installation of the theme or product. Modifications can be made by you with the product for your particular needs. But please note this important product policy and how changes made will void assistance and/or support time from ThemeSnap.com. Please visit the ThemeSnap.com Terms of Service page for more details..
You can install other modules as you wish. But please be aware that we do not support any modules outside of the ones used in the themes we sell. We do support the modules that ThemeSnap.com may have developed or is included in one of our themes. IMPORTANT: If you install other modules and something breaks, does not operate correctly, or causes other theme or site issues, we cannot support those issues which may be caused by that third-party module or modules. If the issue is being generated from our theme or a module we've used in the theme or that works with our theme, then we will address it. If it is not our issue, we just don't have the time to fix someone else's module issue(s). Please read more about our Terms of Service for more details on our support terms: http://www.themesnap.com/terms-of-service.html
Technical support for bugs for our themes or other products will take priority over any modification support. It is our commitment to fix all theme bugs as quickly as possible after they are brought to our attention. During our general support hours, we can generally fix most common bugs within 24 – 84 hours.