Support policy

What our support covers and how to reach us.

Contact us

Need assistance with Caffenza? You can submit a support request through our support form or email support@enstacked.com with your store URL and a short description of the problem. Screenshots help. We reply within 1–2 business days, Monday to Friday.

What we help with

• Questions about theme settings, sections and features.
• Bugs in the theme code we wrote.
• Help with setting up Caffenza features, such as metafields and mega menus.
• Guidance on Shopify settings that affect the theme.

What is not covered

• Custom design or code changes.
• Problems caused by code edits made by you or a third party.
• Problems caused by third-party apps. Please contact the app developer.
• Shopify admin, payments, checkout and domain issues. Please contact Shopify Support.

Custom code policy

Custom code changes, Liquid template modifications, and third-party script integrations are not covered by theme support.

• Duplicate before editing: Always duplicate your theme before editing any theme code (Liquid, CSS, or JavaScript). Having a clean backup allows you to test changes safely and roll back if something breaks.
• Support scope: Our support team can only diagnose and fix issues present in an unedited, original version of the theme. If an issue is caused by custom code modifications or app conflicts, you will need to revert to the default theme files.
• Need advanced customizations? For larger design changes, custom functionality, or complex app integrations, we recommend hiring a certified Shopify Partner or reaching out to an experienced Shopify developer.