We're Working With You For You
Please watch the video provided below and thoroughly read our support guidelines for the best support experience.
We're Currently Open!
How to properly submit a support ticket
Queue System: To ensure fairness and efficiency, all support tickets are placed in a queue system. This means we address tickets in the exact order they're received.
During Business Hours: If you submit your ticket during our regular business hours, it'll be queued for review by our support team. We're committed to starting the review process as quickly as possible.
Outside Business Hours: Tickets submitted outside of our regular hours will be queued for the next business day. Rest assured, we'll get to your ticket as soon as we're back!
Response Time: Please allow us 24-48 hours to process your ticket once it's our turn in the queue. We appreciate your patience and understand the importance of resolving your concerns promptly.
Resolution Time: Please allow us 24-48 hours after response time to resolve your issue.
*Please note that 'response time' and 'resolution time' refer to different aspects of our service process. 'Response time' is the duration it takes for us to initially reply to your query, while 'resolution time' is the time required to fully resolve your issue after we have begun communications with you to understand the problem. The efficiency of the resolution process depends on the clarity and completeness of the information you provide us regarding the issue
Thank You for Your Understanding. We're here to support you, and we appreciate your patience as we work to address each ticket with the attention it deserves. Thank you for choosing us, and we look forward to assisting you during our regular business hours!
- Monday: 10 AM - 6 PM EST
- Tuesday: 10 AM - 6 PM ESTToday
- Wednesday: 10 AM - 6 PM EST
- Thursday: 10 AM - 6 PM EST
- Friday: 10 AM - 6 PM EST
- Saturday: Closed
- Sunday: Closed
A good, detailed explanation significantly aids us in diagnosing and resolving your issue more efficiently. Here's how you can provide one:
What to Include in a Good Explanation:
- Specific Details: Instead of saying "my store doesn't work," specify what aspect of your store is malfunctioning. For example, "The checkout button is unresponsive when clicked."
- Context: Provide any relevant background information that could help us understand the issue better. Mention any recent changes or updates made.
- Error Messages: If there are any error messages appearing, include the exact text or a screenshot of the message.
- Steps to Reproduce: List the steps you took that led to the problem. This helps us replicate the issue on our end.
- Impact: Describe how this issue affects your operations, such as "Customers are unable to complete their purchases."
Additionally, recording a video or providing a screenshot of the issue can be incredibly helpful. Visual aids allow us to see exactly what you're experiencing and can often provide insights that words alone cannot.
Here are some free tools you can use to record a video or take a screenshot:
- Loom - For recording quick and easy video walkthroughs.
- Zight - For capturing screenshots and videos directly from your browser.
What Not to Do:
- Vague Descriptions: Avoid broad statements with no specifics, like "it's not working."
- Lack of Context: Sending a screenshot without any explanation or not describing what you were doing when the issue occurred leaves us guessing.
- Skipping Details: Omitting details about when the issue started or any attempted solutions can lead to unnecessary back-and-forth communication.
By following these guidelines and utilizing visual aids, you help us to understand your issue quickly and accurately, reducing the time needed for resolution and preventing frustration on both sides.
Tim Barnhart
1/16/2025
"Big thanks to Glen for helping me get rolling and solving a tricky issue with my Shopify store. His expertise and patience made all the difference, and I couldn’t have done it without him. Highly recommend!"
Ffion
5/18/2025
"This theme has been game-changing for my business. I've been using it for about 2 years now, and customers have found it really aesthetically pleasing and easy to navigate. It offers so much more than the standard Shopify templates, and at such a reasonable price too. The team are always incredibly quick to respond to any emails and help with small enhancements. Traffic is converting into purchases much better than it did prior, and I look forward to continue using it."
Hitching Post Tack & Supply
5/19/2025
"Can't say enough good about working with EcomGraduates LLC. I have been working with Ellie and she always gets back to me in a very timely manner, usually the same day. Very concise and always sends me links to educate me and better myself. Looking forward to a long future working together!"
Service reviewed: Store build or redesign
Ffi Davies
10/1/2024
"I’ve used the Ecomify theme for my website and it’s been amazing. The aesthetic is so appealing and will certainly help with customer conversions. The attention to detail is great and the customer support is incredible. Anytime I’ve had a query, I’ve emailed and had a response almost immediately. Would definitely recommend!"
Athena Rose
3/13/2025
"Exceptional Service & Expertise – Highly Recommend! I cannot express enough gratitude for Glen and the entire Ecomify Graduates team! After encountering a major issue with my Shopify theme due to an app integration, my website became nearly unusable buttons were unresponsive, mobile functionality was compromised, and the site slowed down drastically. Despite multiple attempts to fix it, nothing seemed to work. That’s when I reached out to Glen, and I am beyond impressed with the level of expertise, professionalism, and dedication he provided. He quickly diagnosed the issues, implemented effective solutions, and restored my website’s performance to an even better state than before. The responsiveness, patience, and attention to detail he demonstrated were truly outstanding. If you're looking for a knowledgeable and trustworthy Shopify expert who genuinely cares about your success, Glen and the Ecomify Graduates team are the ones to call! Their technical skills, problem-solving abilities, and customer service are unparalleled. I highly recommend them to anyone in need of top-tier eCommerce development and support. Thank you again, Glen & team, for your incredible help! Marie Athena Rose Trichology "
Statement Watches
5/16/2025
"I switched over to Ecomify from another theme a few years ago and I've never looked back. The theme has every conversion boosting feature you can think of at a fraction of the cost of other similar themes on the market. The support provided is excellent and I always receive quick replies when I have a question."
Service reviewed: Theme customization
Heidi Gantz
9/3/2024
"I just purchased the ecomify theme and love it!! My daughter complimented my website, said it's easy to navigate and looks so professional, exactly what I was hoping for. Ellie has been so helpful with my questions and getting me set up. I couldn't be happier! 😀❤"
Julie Wodock
2/10/2025
"This is my second review of Ecomify. My first review was for the "Ecomify" theme which is fantastic and offers everything I could ever ask for in a theme. I would like to add another review to commend the "EcomGraduates" for their outstanding CUSTOMER SERVICE. They respond quickly and are extremely helpful and answer all of my questions. I used to switch themes a lot hoping to find one that addresses my personalization needs, but I will never need another theme thanks to Ecomify."
5/5 from 144 reviews
