<p class="faq-desc">Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please contact us directly at: <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a>, we are happy to answer!</p>
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<h3 class="halo-faqs-title faq-title">Pre-Sales Questions</h3>
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<div id="faqs-1-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-1-content"><span>Will your template be fully compatible with Bigcommerce?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes, it is.</p>
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<div id="faqs-2-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-2-content"><span>Do you offer free trials?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes, we do.</p>
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<div id="faqs-3-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-3-content"><span>Do you offer refund/exchange?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p class="italic">All purchases at ThemeVale.com are covered by our “Money Back Guarantee Policy”. If you’re not satisfied with your themes and/or add-ons / plugins / extensions, we will try our very best to help you as much as possible.</p>
<p class="bold red">In case our templates or extensions get any issue that we cannot help, we will refund the full price you paid immediately.</p>
<h4>WHY A REFUND MAY NOT BE GIVEN</h4>
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<li><span>You don't want it after you've downloaded it.</span></li>
<li><span>The item did not meet your expectations.</span></li>
<li><span>You simply change your mind.</span></li>
<li><span>You bought an item by mistake</span></li>
<li><span>You do not have sufficient expertise to use the item.</span></li>
<li><span>You ask for goodwill, or</span></li>
<li><span>You can no longer access the item because it has been removed / discontinue (we advise you to download items as soon as you have purchased them to avoid this situation).</span></li>
<li><span>Refund is not applicable on Custom Service (such as custom development works, consulting works and any order services we provide)</span></li>
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<h4>A REFUND MAY BE GIVEN</h4>
<p class="number"><strong>1. Product Not-As-Described</strong></p>
<p>Such issues should be reported to our Technical Support Department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customers false expectations or wishes are not honored.</p>
<p class="number"><strong>2. Major Defects</strong></p>
<p>Although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Department. We keep the right to rectify the error or defect within 72 hours (exclude Sartuday and Sunday). Please note that our technicians can request temporary access to your server in order to identify and fix the possible issues with our Products. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your sever will result in your inability to qualify for a refund.</p>
<p class="number"><strong>3. Item support extension not used</strong></p>
<p>If you purchase an item support extension and request a refund of that extension before your existing item support expires, we will provide you with a refund of that item support extension.</p>
<p class="number"><strong>4. Items that have not been downloaded</strong></p>
<p>If you have not downloaded a purchased item within 15 days from the date of purchase, you may be eligible for refund. You will be required to provide the author of that item your purchase code in order for the author to verify your claim that you have not downloaded an item. Although we think 15 days is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.</p>
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<h3 class="halo-faqs-title faq-title">Theme Questions</h3>
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<div id="faqs-4-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-4-content"><span>Does your theme supports BigCommerce Page Builder?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes, our theme supports BigCommerce Page Builder</p>
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<div id="faqs-5-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-5-content"><span>Where is my theme package I just paid for it?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Our theme is being sold on BigCommerce Marketplace, you will install theme automatically</p>
<p>After you already have installed theme into your store, you can follow <a href="http://themes.halothemes.com/marketplace/bc-hera-documentation/" rel="noopener" target="_blank"><strong>Theme Documentation</strong></a> to set up theme on your store.</p>
<p>If you have any questions, please contact us directly at: <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a>, we are happy to answer!</p>
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<div id="faqs-6-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-6-content"><span>Do I get update for free in the future?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes you will get free Bigcommerce theme update in the future when the latest version is available. Please check back our Bigcommerce Theme’s Change Log for more details.</p>
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<div id="faqs-7-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-7-content"><span>Is the Bigcommerce template SEO friendly?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes, we integrated <a href="https://developers.google.com/search/docs/guides/intro-structured-data?visit_id=1-636409591203254689-3529937039&hl=en&rd=1" rel="noopener" target="_blank"><span>Google Rich Snippet</span></a> into our premium bigcommerce templates so your store will be friendly with SEO.</p>
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<div id="faqs-8-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-8-content"><span>Do you offer Full Installation Service for live store?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Yes we do. The service costs $149. We will install the Bigcommerce themes on a sample store and put your data (text/images) into this sample store then you can review how it looks. When you feel happy with the sample store, we will do the installation on your real store. This process will avoid the down time of your real store. Please find out more information about our Bigcommerce Installation Service below:</p>
<p><a href="https://www.halothemes.com/amember/signup?id=86" rel="noopener" target="_blank"><strong>Installation Service</strong></a></p>
<p>If you have any questions, please contact us directly at: <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a>, we are happy to answer!</p>
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<div id="faqs-9-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-9-content"><span>What’s Single Domain License?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Single Domain License allows you to use the purchased Bigcommerce theme and/or extension on a single domain (website). All our Bigcommerce themes & templates and addons come with Single Domain License. If you would like to use the Bigcommerce themes/addons for multiple domains, please contact us at <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a> for more details!</p>
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<div id="faqs-10-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-10-content"><span>Do you provide any support? What’s your response time?</span></button> <span class="icon-plus">&nbsp</span></div>
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<p>Please contact us at: <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a>, we will support you ASAP</p>
<p>We’re available from <strong>Monday – Friday 08:00 A.M. to 05:30 P.M. (GMT+7 / Asia)</strong>, Saturday and Sunday Closed.</p>
<p><strong>We will try our best to reply your emails as soon as possible. However, we will prioritise email regarding Theme features and issues.</strong></p>
<p>– We will reply your email regarding Theme features and issues within 24 hours.</p>
<p>– Regarding emails about Bigcommerce template customisation, we will reply you within 48 hours (but normally much sooner).</p>
<p><strong>** Please feel understanding</strong>: we’re living & working in a different time zone (GMT+7/Asia). Therefore, if you have any questions/troubles. Please contact us directly at: <a href="https://halosoft.ticksy.com/" rel="noopener" target="_blank"><strong>Our Support Portal</strong></a> and then we will reply for you ASAP.</p>
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<div id="faqs-11-title" class="card-header"><button class="title" data-toggle="collapse" data-target="#faqs-11-content"> <span>I’m looking to purchase the Premium Template for Bigcommerce Store. I have Product Filtering (Faceted Search) and was wondering if it would work with your template?</span> </button> <span class="icon-plus">&nbsp</span></div>
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<p>All our premium Bigcommerce themes & templates are compatible with Bigcommerce Product Filtering (Faceted Search).</p>
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<p>Unable to find satisfactory answers? <a class="button button--secondary" href="https://halosoft.ticksy.com/">Contact Support</a></p>
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