As a ThemeForest member you are already aware that Sellers (Authors) are not required to provide their items support.
However it is important to us to make sure that every Buyer is satisfied with our products. Therefore we have a dedicated Support Team helping you to solve any themes-related issues in timely and efficient manner.
We are providing themes-related special customer support only via our Support: CrunchPress Support
Notice that requests received via ThemeForest comments and personal messages, email, Twitter or FaceBook will take much longer time to process or can be not addressed at all!
It allows better complaint resolution and ticket tracking to our customers. Please open a ticket there and a dedicated support representative will get in-touch with you shortly.
- Please, make sure that you’ve studied the theme manual and referred to the knowledgebase before submitting a support ticket.
- We recommend you to provide your site URL and WordPress and FTP accesses when submitting a technical support ticket. This makes us easier to resolve your problem as soon as possible
- We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your WP-admin and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.
Support requests are being processed on business working days in the order they were received. Please note that most of them are handled within 24h, but sometimes (in very rear and complicated cases) you will have to wait 2-3 business working days for our response. Extent of Our Support
We only cover support for our themes (unique functions and features beyond WordPress ones), and cannot provide general support on WordPress or third-party plugins.
We understand that there is a fine line between what is considered to be support and customization. Though we will try to help you with any type of requests (including customization that requires only a couple lines of code changing), you must understand that we cannot provide extensive help in terms of modifications.
Moreover, technical support will always take priority over modification/customization requests.
Our support staff works Monday to Friday 10:00 a.m to 08:00 p.m GMT +5
Usually we respond within 24 hours but it can take up to 48 hours. It depends on the number of tickets we receive.
- WordPress general support/howto’s (please, use wordpress.org forums for that).
- New features implementation and extending themes functionality.
- Themes modifications and customization.
- Complex individual server-side issues.
- Third-party plugins and any other things that are not related to our products directly.
We have always provided timely, efficient and FREE Premium Class Customer Support. But it is clear that some people abuse this service. Please remember, we are not obliged to do it!Put time and thought into what you would like to inquire and do not ask every question that comes to mind without trying to find the answer.
Please do not request for complex customization. You can consider hiring a freelancer instead.
Remember, we do our best to help! So, please, do not offence or threaten our staff if we are not able to provide modifications you are requesting.
Please do not forget that all our products and services are provided “as is” without warranties of any kind, including but not limited to implied warranties of merchantability and fitness for a particular purpose.
Refer to Envato Membership Terms and Conditions for more details: Themeforest
Refund claims can be satisfied only if the Product is not as described, or is broken or is corrupt. The deadline for a Buyer making any refund claim is 30 calendar days after purchase and this claim must be made to Envato Support: Themeforest Support
Please note that Envato will verify the validity of the claim before a refund is approved.
Refer to Envato Membership Terms and Conditions for more details: Themeforest Membership
We store your personal information like (including but not limited) your name, email and IP address, ThemeForest username and Purchase code etc. collected during processing of support requests safely and confidentially. And the only reasons we can expose it to third-party organizations or individuals are protecting our copyrights, intellectual property, safety, dignity, good name and business reputation.