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Things to know before buying from us (aka Terms of Service):

  • we guarantee to respond to every inquiry within 3 business days (typical response time is much faster, within 1 day)
  • support agents are online weekdays, 9am – 9pm EST
  • support is provided exclusively via emails in English sent from the contact form on our Envato profile page and from individual item support pages
  • scope of support does not cover any item modifications
  • IE6 and IE7 no longer exist in our minds
  • compatibility with 3rd party products is not guaranteed unless explicitly stated in the item’s description
  • if you purchased an item before September 1st 2015 support is provided for 6 months; purchases made after that date are supported for as long as you pay the support period for
  • please read the official item support policy before purchasing
  • sending multiple tickets (and/or item comments) for the same issue will move your tickets to the end of the queue and delay the response
  • posting the same question to comments and via email at the same time to “get a faster response” will automatically deny you any support
  • posting false or abusive reviews will deny you support as well
  • we are not responsible for any delays in your projects
  • all tickets are equally important, there are no “emergency” issues
  • support can only be provided for original, non-modified items
  • support is provided for one domain/project/theme per one regular license
  • we can’t provide support for localhost installations via screenshots, email, descriptions of the bug or any similar methods
  • support for WP-MU installations is possible only if you buy multiple licenses or an extended license
  • customers who breach the item’s license terms (ie: use an item on multiple sites although purchasing only one regular license) will be permanently denied support
  • we reserve the right to deny support for rude and unpleasant customers
  • support will not be provided to people who purposely comment only to expose bugs, shame our products, prove they are faulty or conduct any similar actions with the sole intent to lower the value of our products; we feel those didn’t want support in the first place
  • any attempt to blackmail us with item’s rating will deny you any further support
  • we reserve the right to deny support to sites that have content related to: pornography, religion or anything illegal
  • we can’t provide support for the same issue twice nor can we send you backups of any original files or the files we modified
  • we will not and cannot teach you how to code in HTML, CSS, JS, PHP or any other language; we also can’t teach you how to use WordPress or any other piece of software that we didn’t make
  • if you need support for WordPress plugins or themes please create a WP admin account for us and also send FTP login credentials for your server
  • should you wish to hire us our standard fee is $75/h
  • we only approve refunds for items that have not been downloaded or that are marketed as having features they don’t actually have
  • “wrong” purchases or any other similar reasons are not grounds for a refund
  • please bear in mind, we live in GMT+1 and do tend to sleep sometimes


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