Support
Support comes with Tambour, from the people who build it. Write to us through the support form with Tambour chosen.
What we help with
Section titled “What we help with”- How a section, block or setting works, and which one fits what you have in mind.
- Getting Tambour’s own features working on your store: the header and menus, spines, louvers, the product page, filters and the price rail, the cart, the lookbook and the countdown.
- Questions before you buy, such as whether Tambour suits your catalog.
- Anything that doesn’t work the way these docs say. We find the cause and fix it in a theme update. If a bug stops shoppers from buying, we reply the same business day.
What we don’t
Section titled “What we don’t”Theme support doesn’t cover changes to Tambour’s code, custom CSS or code for the Custom Liquid block and section, or problems that edited code causes. It doesn’t cover setting up apps or how an app looks in your store. Checkout, payments, shipping, taxes, discounts, domains and Markets are Shopify’s.
| Help with | Ask |
|---|---|
| Tambour’s features, settings and bugs | Us, through the support form |
| An app, or how an app shows on your store | The app’s developer |
| Payments, shipping, checkout and other Shopify settings | Shopify Support |
| Changes to the theme, or a theme or app built for you | Us, with Custom theme or app work chosen on the support form, or a developer from the Shopify Partner directory |
Not sure which? Write to us and we’ll say where to go.
Reply times
Section titled “Reply times”We reply within two business days: Monday to Friday, Dhaka time (GMT+6). A message sent on a weekend counts from Monday. The form sends you a confirmation with a request number. If it doesn’t arrive, look in spam before writing again, and reply to that email to add details.
Support and updates are for stores that bought Tambour on the Shopify Theme Store. Anyone can ask before buying. We reply in English.
What to send
Section titled “What to send”- your store address, such as
yourstore.myshopify.com - a link to the page with the problem
- what you did, what you expected, and what happened instead
- a screenshot
- your Tambour version, shown on Tambour’s card on the Online Store page
Try Troubleshooting first. It tells you whether a problem comes from Tambour, an app or edited code.
If we need to see your admin
Section titled “If we need to see your admin”Some problems need a look at your theme settings. We’ll ask for your collaborator request code and send a request from our Shopify Partner account. Nothing changes until you accept it, and you can remove us at any time.
- In your Shopify admin, go to Settings > Users and click Security.
- Copy the 4-digit collaborator request code and send it to us.
- When our request arrives, go to Settings > Users and click Requests.
- Open our request, choose what we can see under Roles, and click Accept request.
Shopify explains each step in Collaborator accounts.
Supported browsers
Section titled “Supported browsers”The latest two versions of Safari and Edge and the latest three of Chrome and Firefox on computers. Safari on the latest two versions of iOS, the latest three of Chrome, and the latest two of Samsung Internet on phones and tablets. This is the list the Shopify Theme Store asks every theme to support.
Our confirmation emails come from support@email.lareys.dev and our replies from support@lareys.dev. Add both to your contacts so they don’t land in spam.