> For the complete documentation index, see [llms.txt](https://ursus-ecom.gitbook.io/arctos-theme/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ursus-ecom.gitbook.io/arctos-theme/support/contact-arctos.md).

# Contact Arctos

Have a question or issue? We're here to help.

### We’re here when you need help

If you're setting up your store or running into a theme issue, reach out. We built **Arctos** ourselves, so whoever picks up your message will actually know what they're talking about.

***

#### What our support covers

We focus on helping you get real results from Arctos. Here's where we can step in:

**✅ We can help with:**

* Using theme sections, settings, and presets
* Questions about customization inside the theme editor
* Bug fixes on new or unmodified versions of the theme
* Explaining how features and content blocks work

**🚫 Outside our scope:**

* Custom coding or feature development
* Conflicts caused by third-party apps or scripts
* Shopify checkout, billing, or account questions

***

### How to reach us

If the documentation doesn't answer your question, send us a message. We reply within 1 to 2 business days, **Monday to Friday (GMT+7)**.

To help us move faster, please include:

* Your store URL (`your-store.myshopify.com`), or a preview link if the theme isn't live yet
* Your theme version, found under *Online Store → Themes → Arctos*

<div align="left"><figure><img src="https://193928255-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9PfGmHWEt81G4XNeDZqZ%2Fuploads%2FOCd0dp2956L2t3rbMl1Y%2FTheme%20version.webp?alt=media&amp;token=53efbbf4-f25f-4c16-b081-4448a9cc587f" alt=""><figcaption></figcaption></figure></div>

* A short description of what's happening
* A collaborator access code if you'd like us to look at your setup directly

<a href="/arctos-theme/support/submit-a-ticket.md" class="button primary">Contact Arctos support</a>

{% hint style="warning" %}
**Important**

By writing in, you're confirming that your issue relates to theme features or setup, not custom code or app integrations. For code-level work, we recommend hiring a [Shopify Expert](/arctos-theme/support/hire-a-shopify-expert.md).
{% endhint %}

***

### Not sure who to contact?

| Topic                          | Best place to contact                           | What they can help with                                               |
| ------------------------------ | ----------------------------------------------- | --------------------------------------------------------------------- |
| **Shopify setup or checkout**  | [Shopify Support](https://help.shopify.com/)    | Store creation, payments, checkout errors, billing, or admin issues   |
| **App integrations**           | The app developer                               | Install help, functionality, and theme compatibility                  |
| **Custom designs or features** | [Shopify Experts](https://experts.shopify.com/) | Adding new sections, Liquid edits, layout changes, or advanced coding |

***

### Want to go further?

Our support stays focused on what's included in the theme. For anything beyond that, [Shopify Experts](/arctos-theme/support/hire-a-shopify-expert.md) are the right call.

If you want to add new features or rethink your store's layout, we can connect you with an Expert who has hands-on experience with Arctos.

***

### Our support hours

**Monday – Friday**\
**09:00 – 18:00 (GMT+7)** – Asia / Indochina Standard Time\
**19:00 – 04:00 (PST)** – U.S. Pacific Time

We write back with real answers, not templated replies. Every response comes from someone who knows Arctos and wants your store to work properly.