Premium Tumblr Themes Pixel Union

Email Guidelines

Last Updated: Apr 08, 2014

First things first, which platform are you working with?

(Shopify and Wordpress users, feel free to skip to the numbered list below.)

If you're working with Tumblr, please note that our themes are broken into three categories: *Free*, *Basic*, and *Premium*. We'll be able to offer you varying amounts of support, based on which category you fall into. Not sure where you fit? Look here. 

*Free users*: Unfortunately we can't offer support for these free themes, but we are happy to receive bug reports, feature requests or ideas you may have regarding these themes.

*Basic users*: We are happy to offer you installation support. We'll take any confusion out of the initial set-up process and make sure you're on your feet before sending you off into the brave world of Tumblr. Note: this does not include customization or advanced support.

*Premium users*: Lucky you! You hit the support jackpot. We'll answer your questions, tweak your CSS, and help you out with theme updates when they're available. Ask away. We'll help you with whatever we can and point you in the right direction if the solutions you need are beyond our capabilities. 

Now that we've cleared that up:
  1. Include your theme name in the email subject line. If you do not already own one of our themes, include the name of the theme to which your question(s) pertain.
  2. Include a link to your blog/shop. If the problem occurs on a specific page/post/product, please include a link to this as well.
  3. Include screenshots of any problems.  (http://www.take-a-screenshot.org/)
  4. If you think we’ll need to jump into your code, please provide us with admin access, or your login details (with a temporary password).
  5. Keep your email short and to the point.
  6. We try our best to answer all support requests within 24 hours (during the week), but we do get backed up from time to time. If you do not receive a response from us within 24 hours, please do not send a follow-up email asking if we’ve received your request, as this will bump you to the end of our support queue.

Couldn't find a solution? Don't hesitate to get in touch using the link below. We'll get back to you within one business day.

Office Hours

10am – 6pm Pacific Standard Time Monday through Friday

Customer service software powered by Desk.com