FAQs
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to example@domain.com.
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If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
Frequently Asked Questions
Q: “Will your template be fully compatible with Shopify?”
Yes it will be
Q: “What is included in the theme package?”
Please make sure that you follow the steps below:
1/ Download the package from themeforest.net (The file is in zip format)
2/ Extract the file you've just downloaded (Don't forget this step).
3/ Find this file: ella-x.x.x-sections-ready.zip in the folder Ella Sections Ready x.x.x, then you just need to upload the ella-x.x.x-sections-ready.zip file to your Shopify store.
- If you would like to use the Ella RTL version, please find this file: ella-x.x.x-sections-ready-rtl.zip in the folder Ella Sections Ready x.x.x RTL, then you just need to upload the ella-x.x.x-sections-ready-rtl.zip file to your Shopify store
- If you want to install the child theme, please go to the corresponding theme folder
Q: “Do you guys offer a refund or exchange?”
To save your time and reach our support quickly, please follow the steps below:
- Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
- Capture a screenshot or video of the issue you are experiencing.
- Specify which template and version you are using.
- Describe clearly how to reproduce the issue.
- Send all information (staff account, screenshot, video, template name and version, description of the issues, link) to email@domain.com
Q: “Would assistance be available to upload the template if needed?”
Yes, we will assist you in installing the template if needed
Q: “Do you guys offer customization services for your themes?”
Yes, we do. Please send your customization requests to email@domain.com, we will give you our quote. Thank you.
Q: “Do you provide customer support during weekends / holidays?”
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Q: “What do I have to do when I need your support?”
1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
2/ Capture a screenshot or video of the issue you are experiencing.
3/ Specify which template and version you are using.
4/ Describe clearly how to reproduce the issue.
5/ Submit a support ticket here: https://halosoft.ticksy.com/. Our support team will get back to you soonest, please help us to wait.
Freight Logistics
Q: "Can you deliver to my country?"
We can deliver products to all parts of the world through different shipping methods, and you can check the shipping options and details here.
Q: "Will you ship all products in one package?"
Yes, we will strictly control the quality of all the products you order, and then pack them together so that you receive them all at once.
Q: "If I place an order, how long will it take to receive it?"
Note that total time = processing time (2-5 business days) + shipping time (excluding customs delays, weekends, holidays, and any unforeseen circumstances). Additionally, shipping time varies depending on the shipping method and delivery address.
Q: "Can you deliver the goods to my logistics agent?"
Yes, you only need to fill in the recipient information of the agent, and we can forward it to them.
Q: "Shipping fee?"
We charge shipping fees per half kilogram, but the specific costs vary based on logistics channels, product types, weight, volume, destination, and other factors, and the logistics company may change the shipping fees. You can enter your delivery country/region and weight here to see available logistics channels, estimated shipping fees, and more details.
When can I receive the tracking number, packing list, and invoice?
We will ship within 2-5 business days after receiving your payment. Once the goods are dispatched, you can view the tracking number on the "My Orders" page, and the invoice on the "My Invoices" page. If you need the packing list, you can contact your dedicated customer service for it!
Q: "Why are there no tracking updates?"
International shipping itself carries more uncertainties, such as long distances, complex customs procedures, and regulatory differences. For shipping methods like 86jewelry, you may not see updated information from local courier companies until the package clears local customs and is authorized to enter your country. However, for most shipping methods, we provide transparent and real-time logistics information, making it easy for customers to track their packages. If your order is still within the expected delivery time, please be patient. Once customs clearance is completed, you will see logistics updates. If you notice any delays, long periods without updates, orders being returned, or any other unusual situations, please contact your dedicated customer service immediately!
Q: "Why is my order delayed?"
We sincerely apologize for the delay in your order! The estimated delivery time is calculated by the system based on the average shipping time, but in reality, some uncontrollable factors may cause delays, such as customs clearance delays, courier issues, peak seasons, holidays, incorrect delivery information, etc. If you notice any unusual circumstances, please contact your dedicated customer service for verification.
Customs clearance/tariff issues
Each package must go through customs inspection after arriving in the destination country, and this process usually takes a few days. During this time, you may sometimes need customs clearance assistance. If you encounter this situation, please contact your account manager for help as soon as possible. Depending on the different import policies of each country, packages may incur some taxes that need to be paid. Tariffs are collected by the customs of the recipient's country through the courier company, and paying tariffs is the recipient's obligation. We currently also offer some shipping methods that include taxes to avoid customers paying extra fees; or provide tax insurance for certain logistics channels, where customers need to pay the insurance fee first and then can contact their account manager to apply for a refund.
Q: "Is it home delivery?"
With a few special exceptions, almost all packages offer home delivery service. If you have any questions, please contact your dedicated customer service!
Q: "With a few special exceptions, almost all packages offer home delivery service. If you have any questions, please contact your dedicated customer service!"
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.
Freight Logistics
Q: "Can you deliver to my country?"
We can deliver products to all parts of the world through different shipping methods, and you can check the shipping options and details here.
Q: "Will you ship all products in one package?"
Yes, we will strictly control the quality of all the products you order, and then pack them together so that you receive them all at once.
Q: "If I place an order, how long will it take to receive it?"
Note that total time = processing time (2-5 business days) + shipping time (excluding customs delays, weekends, holidays, and any unforeseen circumstances). Additionally, shipping time varies depending on the shipping method and delivery address.
Q: "Can you deliver the goods to my logistics agent?"
Yes, you only need to fill in the recipient information of the agent, and we can forward it to them.
Q: "Shipping fee?"
We charge shipping fees per half kilogram, but the specific costs vary based on logistics channels, product types, weight, volume, destination, and other factors, and the logistics company may change the shipping fees. You can enter your delivery country/region and weight here to see available logistics channels, estimated shipping fees, and more details.
When can I receive the tracking number, packing list, and invoice?
We will ship within 2-5 business days after receiving your payment. Once the goods are dispatched, you can view the tracking number on the "My Orders" page, and the invoice on the "My Invoices" page. If you need the packing list, you can contact your dedicated customer service for it!
Q: "Why are there no tracking updates?"
International shipping itself carries more uncertainties, such as long distances, complex customs procedures, and regulatory differences. For shipping methods like 86jewelry, you may not see updated information from local courier companies until the package clears local customs and is authorized to enter your country. However, for most shipping methods, we provide transparent and real-time logistics information, making it easy for customers to track their packages. If your order is still within the expected delivery time, please be patient. Once customs clearance is completed, you will see logistics updates. If you notice any delays, long periods without updates, orders being returned, or any other unusual situations, please contact your dedicated customer service immediately!
Q: "Why is my order delayed?"
We sincerely apologize for the delay in your order! The estimated delivery time is calculated by the system based on the average shipping time, but in reality, some uncontrollable factors may cause delays, such as customs clearance delays, courier issues, peak seasons, holidays, incorrect delivery information, etc. If you notice any unusual circumstances, please contact your dedicated customer service for verification.
Customs clearance/tariff issues
Each package must go through customs inspection after arriving in the destination country, and this process usually takes a few days. During this time, you may sometimes need customs clearance assistance. If you encounter this situation, please contact your account manager for help as soon as possible. Depending on the different import policies of each country, packages may incur some taxes that need to be paid. Tariffs are collected by the customs of the recipient's country through the courier company, and paying tariffs is the recipient's obligation. We currently also offer some shipping methods that include taxes to avoid customers paying extra fees; or provide tax insurance for certain logistics channels, where customers need to pay the insurance fee first and then can contact their account manager to apply for a refund.
Q: "Is it home delivery?"
With a few special exceptions, almost all packages offer home delivery service. If you have any questions, please contact your dedicated customer service!
Q: "With a few special exceptions, almost all packages offer home delivery service. If you have any questions, please contact your dedicated customer service!"
Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.