Contact support

Happy to help. The fastest route to a useful answer is to send the context up front — store URL, theme version, browser, and a screenshot or a short recording. Nearly every slow support thread is slow because the first two messages were spent establishing what was on screen.

Reach us

signal@kordolabs.com

Typical reply time: within 1 business day (Mon–Fri).

Best for setup help, configuration questions, bug reports, and anything that needs a conversation.

Documentation

kordolabs.com/signal-theme

Every setting, section, block and feature the theme ships with. Start with the FAQ and Troubleshooting — between them they cover most of what support gets asked.

Before you write

Include these and you’ll usually get an answer rather than a question:

Store URL — your *.myshopify.com address. If the store is password-protected, include the storefront password.
Theme version — shown against the theme in Online Store → Themes, and declared as theme_version in config/settings_schema.json.
Which theme — live or a preview? If it’s an unpublished theme, send the preview link.
What you expected and what actually happened. These are different things and both matter.
Steps to reproduce — what you clicked, in what order.
Browser and device — “Chrome on Windows 11”, “Safari on iPhone 15”.
A screenshot or a 10-second recording. Worth more than three paragraphs of description.
Recently installed apps — especially page builders, review apps, subscription apps, and anything that touches the cart. These are the most common cause of a theme that worked last week.

Example of a good report

Subject: Cart drawer reloads the page when I change quantity

Store URL: outfitlab-dev.myshopify.com (preview password: signal)
Theme: Signal 0.2.0, unpublished — preview link below
Browser: Chrome 141 on macOS

Expected: changing the quantity on a line should update the drawer in place.

Actual: the whole page reloads and the drawer closes.

Steps:
1. Add any product to the bag
2. Open the cart drawer
3. Press the + button on the line
4. Page reloads

Recently installed: "Upsell Hero" cart app, three days ago.
Recording attached.

That report contains the answer, incidentally — see the cart section of Troubleshooting.

What support covers

Included

Installing the theme and getting it running
Questions about settings, sections and blocks, and how a feature is meant to work
Bug reports and fixes
Pointing you at the right part of the documentation
Small CSS corrections for problems specific to your setup

Not included

Custom feature development, or new sections and blocks built to order
Redesigns beyond what theme settings cover
Debugging third-party apps, or making an app and the theme agree
Content work: copywriting, photography, product data entry
SEO, marketing or store strategy services

Bug reports

A bug is the theme demonstrably doing something other than what it’s documented to do. If you’ve found one, include:

The reproduction steps above.
Whether it happens on the live theme, a preview, or a local shopify theme dev session.
Whether it still happens with recently installed apps disabled. This is the single most useful thing you can test before writing.
Whether you’ve edited any theme files. If so, which.

Confirmed bugs are prioritized over feature requests, and usually ship as a patch within a few business days.

Feature requests

Signal is actively developed and requests shape what lands next. Email with [Feature request] in the subject and tell us:

The problem, not just the feature. “Our drops sell out in minutes and shoppers can’t tell what’s left” leads somewhere better than “add a progress bar”.
Roughly how you imagine it working.
Any references — stores doing this well.

Requests that come up repeatedly go to the front of the queue.

Response times

When	Response window
Monday – Friday	Within 1 business day
Saturday – Sunday	Answered first thing Monday
Public holidays	Delayed — please allow extra time

If something is genuinely urgent — checkout broken, storefront down — put [URGENT] in the subject and we’ll triage it ahead of the queue during business hours.