Below are a number of frequently asked questions and answers. If you need specific help or your question isn’t answered here, please contact iThemes directly. All our themes and plugins are licensed under the GPL, just like WordPress. Our Terms of Service are available here.
- What kind of support is offered with a purchased theme or plugin?
- Your theme or plugin purchase includes one year of access to premium support available on the iThemes Community Support Forum. The Forum has an active community with full-time moderators to help answer your questions and is the best place to receive support assistance with your theme or plugin. Support covers issues such as bug fixes (if any) under normal operation, how to use basic theme or plugin features, basic WordPress help, and help with basic theme customization. If you need more advanced modifications to your theme, check out iThemes Creative Services, our services division. SUPPORT FORUM HOURS OF OPERATION: iThemes actively responds to forum support requests during our normal business hours which are Monday-Friday, 8 a.m.-5 p.m. Central Standard Time (but not during major U.S. Holidays). The Forum is closed or running on bare-bones support staff during these major U.S. holidays: New Year’s Day (Jan. 1), Memorial Day (last Monday in May), Independence Day (July 4), Labor Day (first Monday of September), Thanksgiving Day (fourth Thursday of November), and Christmas Day (Dec. 25). These dates may vary if they fall on weekends, so stay tuned to our blog.
- What is your refund policy?
- Because of the nature of our themes and plugins—which are digitally delivered and non-tangible goods—we cannot offer refunds or chargebacks for purchases. Please read our FAQs and Terms of Service carefully before purchasing your theme or plugin. And as always, you can email questions or contact us in advance.
- What is WordPress?
- WordPress is a free content management system (CMS). Simply put, WordPress makes creating and maintaining websites super easy through an online interface. Once WordPress is installed on your domain and web hosting (we recommend Site5), all you need is a computer and internet connection to edit your website. If you know how to use Microsoft Word, then you can operate WordPress.
- What is a theme?
- A WordPress theme is simply a web template that runs in the WordPress content management system to add basic design styling or features to your site.
- What is a premium WordPress theme?
- A premium WordPress theme is a high-quality, feature-rich, search engine optimized WordPress web template built for customers who want a polished design. For a tiny fraction of the price of a custom design, you can save time, money and the hassle of building your website from scratch using one of our pre-built themes.
- What do I need to have in order to use a purchased theme?
- In order to use one of our themes, you’ll need:
- How do I pick the right theme?
- We’ve been asked this questions a number of times, so we wrote a post on How to Pick the Right WordPress Theme.
- How do I purchase a theme?
- Simply click on the “Purchase” or “Buy Now” button and you can pay through our secure online system via credit card or PayPal. Once payment is remitted, you’ll be sent a link to log in to the iThemes Member Panel to download your product.
- Will your themes work on WordPress.com?
- No, our themes are designed to be used on self-hosted versions of WordPress. We often refer clients to Site5 for the best, most affordable WordPress web hosting.
- Do you have any tutorials for using WordPress?
- Yes, we offer an extensive WordPress video tutorials library and a page with Four Quick Steps to Getting Started with WordPress. We also have a free eBook Getting Started with WordPress.
- Can I call you?
- No, we do not offer phone consulting. This enables us to keep our prices as low as possible for our customer community. We do answer email as fast as possible and offer our active support forum.
- Are your themes compatible with plugins and widgets?
- We style and code our themes to be compatible with most standard WordPress plugins and widgets. All of the plugins we create and offer through, including the popular BackupBuddy plugin to backup, restore, and migrate your entire WordPress installation, are compatible with all of our themes. But due to the sheer numbers of plugins and widgets available by other providers, we cannot code for them all. Thus, some plugins and widgets may cause the theme to “break” in certain browsers. We make every attempt to prepare our themes for them, but cannot guarantee it will work in every situation. If you would like help integrating certain plugins with our themes, please consult iThemes Creative Services.
- Can I remove the credits in the footer?
- Yes, you may only remove the credits if you have purchased one of our packages.
- Are the stock photos featured in the theme demo/preview sites included in the purchase?
- No. Due to licensing agreements, we cannot include stock photos/images in our templates. However, for top-quality, royalty-free and affordable photos, check out iStockphoto and Fotolia.
- Are PSDs (layered Photoshop files) included with my theme purchase?
- No. Unless otherwise specific, PSD, or layered Photoshop files, are not included with your theme purchase and are not licensed under the GPL.
- What software do you suggest for editing photos?
- Two popular image-editing software products are GIMP (free) and Photoshop Elements (paid).
- What if I have more specific questions about customizing or tweaking the themes?
- Our Support Forum is a great place to ask more specific questions related to theme customization. We also offer professional customization services through iThemes Creative Services.
- How do I log in to the iThemes Community Support Forum?
- The iThemes Community Support Forum is located here. Use the same login and password used to purchase your theme or plugin (your login is the same login that you access the iThemes Member Panel). Here are forum tutorials on how to get the best support.
- What does one year of updates and support mean?
- Your theme or plugin purchase includes a one-year membership subscription to product updates and support. Unless otherwise noted, this membership includes immediate access to all new versions and features released for your theme or plugin during your subscription year. The membership model is the best way we can provide top-tier support, maintain theme and plugin compatibility with WordPress updates and add requested features and enhancements. After the one-year mark, your theme or plugin is still yours to use and keep, but you will no longer have access to updates or the support forum. You would need to renew your membership license to maintain your subscription to get access to updates and support (much like a magazine subscription). We offer customer loyalty discounts for renewals. Visit the iThemes Licensing page for more details.
- Can I upgrade to a combo package? And do you have a customer loyalty discount program?
- Yes, check out our upgrade policy and information about our Customer Loyalty Discount Program that includes a 25% discount on membership renewals and additional product purchases.
