What is your support policy?

At EmPress, we're proud of our stellar support that always endeavors to go above and beyond!

However, it's important to note the following support policies, which you agree to upon checkout:

  • We offer PDF Documentation and email-based support only, for out-of-the-box design and functionality for products and services for sale in our shop.
  • We can only offer support for customers blogging on a self-hosted WordPress.org site
  • We require a valid product license to receive support. 
  • At this time, we do not offer phone, live chat, or social media support.

All support requests sent to our email Help Desk are typically answered within 2-3 business days. We are unable to offer weekend support hours for now, as EmPress is still a small (but mighty!) business, consisting of its two co-founders, Lisa and Victoria.

In addition to the above, here are some other aspects of our support policy which are important to note:

End User Support Only

We only offer support for the individual/entity who holds the active license key for products purchased. We cannot offer support to customers via third-party intermediaries.

General WordPress Questions/Education

We are unable to offer support for general questions related to the WordPress platform (including its features and functionality), web hosting/domains, general digital marketing, or general digital content creation advice. However, be sure to browse our General WordPress Help area, featuring lots of articles about getting started on WordPress.

Support for Custom Changes & Third Party Products/Services

We reserve the right to refuse support for custom changes or modifications made to our theme and/or plugin files by you or a third-party developer.

For questions or support requests related to third-party products or services, we are unable to provide support. Please contact the vendor or service provider you're inquiring about for additional help.

Code Hacks Support

In some instances, we may provide limited product customization support for our products through our Code Hacks service via email, as requested by the customer. Please note that due to time and code constraints, not all customization requests can be honored, and custom code is provided solely at our discretion. We reserve the right to refuse any customization request for any order, person, or entity, for any reason.