Frequently Asked Questions


Below FAQs are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to:

Pre-Sales Questions

Is Your BigCommerce Templates supported Google AMP?

Yes, all our Stencil Bigcommerce Templates Now Support Google AMP (Accelerated Mobile Pages).

What is the difference between Blueprint and Stencil framework?

Do you have any doubt or confusion about Blueprint framework and Stencil framework? If yes, this post will give you a clearly look and provide you more information about new Bigcommerce framework – Stencil.

When you visit our website at here: and see this word: “Stencil Ready”, you may have this question: What does “Stencil Ready” mean? It means we just released our themes for new framework: Stencil. In previous time, when Stencil framework was not stable, our Bigcommerce themes are just for Bluprint framework (based theme: Classic Next theme).

However, now Bigcommerce released new Stencil framework so we updated some of our themes for Stencil and still in the process for the rest themes.

To help you understand more and know exactly the difference between Blueprint and Stencil frameworks, you can visit this link for your reference:

Also, all our Bigcommerce add-ons which are available for Stencil framework will still work well with both Stencil and Blueprint frameworks.

Thank you!

I am looking to purchase the premium template for Bigcommerce Store. I have product filtering and was wondering if it would work with your template?

All our premium Bigcommerce themes & templates are compatible with Bigcommerce Product Filtering (Faceted Search).

Where is my Bigcommerce theme I just paid for it?

Please login to your account dashboard at and download your bigcommerce theme package.

After you already have download and extract (unzip) the Downloaded Package.

You will see the 02 folders: Theme Source (Ex.: – upload to Bigcommerce and Documentation folder – Theme User Guide. In the Documentation folder, please open the index.html file to start reading our Theme User Guide for how to manage new bigcommerce theme. You just need follow it exactly step-by-step in our Theme User Guide to complete your work.

If you have any questions, please contact us directly at: and we are happy to answer!

Do you provide any support? What is your response time?

Please add our email: to your address book to ensure our response email isn’t marked as spam mail.

We’re available from Monday – Friday 08:30 A.M. to 06:00 P.M. (GMT+7 / Asia), Saturday and Sunday Closed.

We will try our best to reply your emails as soon as possible. However, we will prioritise email regarding Theme features and issues.

– We will reply your email regarding Theme features and issues within 24 hours.

– Regarding emails about Bigcommerce template customisation, we will reply you within 48 hours (but normally much sooner).

** Please feel understanding: we’re living & working in a different time zone (GMT+7/Asia). Therefore, if you have any questions / troubles. Please contact us directly at: and then we will try to check back / response for you ASAP.

What is Single Domain License of your Bigcommerce Theme?

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 for more details!

Do you offer a refund for your Bigcommerce templates?

All purchases at are covered by our “Money Back Guarantee Policy”. If you’re not satisfied with your Bigcommerce templates and/or Add-ons / Plugins / Extensions, we will try our very best to help you as much as possible.

Why a refund may not be given:

  • You don’t want it after you’ve downloaded it.
  • The item did not meet your expectations.
  • You simply change your mind.
  • You bought an item by mistake.
  • You do not have sufficient expertise to use the item.
  • You ask for goodwill, or…
  • 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).
  • Refund is not applicable on Custom Service (such as custom development works, consulting works and any order services we provide)
  • Refund is equal the order total minus the discount (if any)

A refund may be given:

1. Product Not-As-Described

Such issues should be reported to our Technical Support Department within 07 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 customer’s false expectations or wishes are not honored.

2. Major Defects

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.

3. Items that have not been downloaded

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.

Do you offer Full Installation Service (Bigcommerce Themes) for live store?

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:

Installation Service

If you have any questions, please contact us directly at: and we are happy to answers!

Is the Bigcommerce templates SEO friendly?

Yes, we integrated Google Rich Snippet into our premium bigcommerce templates so your store will be friendly with SEO.

Do I get Bigcommerce theme update for free in the future?

Yes you will get free Bigcommerce theme update in the future when the latest version is available. Please check back our Bigcommerce Theme’s Chang Log for more details.

Why I don’t see your themes on Bigcommerce themes store?

Firstly, we understand your concerns about our Bigcommerce Themes. There are some store’s owners also have concerns before choosing our themes: … and many more!

We specialised in creating Premium Bigcommerce themes & templates which are suitable for experienced users. You may need basic HTML knowledge to control the theme. In the other hand, templates on Bigcommerce marketplaces need to be simple. Even newbies can control well the themes. This is why you don’t see our themes on Bigcommerce marketplace. However, we are also Bigcommerce partner. We are creating some basic templates and will submit on Bigcommerce marketplaces soon.

Unable to find satisfactory answers ?Contact Support

Purchase Order Number

Please enter below info so that we can verify your order.

Your Contact Information

Who should we contact during the installation process?

Your Bigcommerce Store

If you cannot provide Administrator Account. please create for us an invite
to access your store. Please, check the account permission in the link below:

Find out more about how to add new user:

Your WebDAV Information

Required for uploading files, you can ignore this if you already provided hosting account info above.

* Required Fields

This is a simple question and answer form that will allow us to review your project requirements in detail, and get to know a little about your company and project needs before discussing the project in detail with you.

We are honored to the opportunity to be working with businesses of all sizes, to help them succeed online. Any information you send to us is private and confidential, as we value your privacy above all else.

Your Information & Request

Check all services your project requires *


* Required Fields

Your Photo

Add more files

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Contact Support Team

Support Terms

Please add our email: to your address book to ensure our response email isn’t marked as spam mail.

What does support include?

Plus, item support includes:

  • Availability to answer questions
  • Get assistance with reported bugs and issues

Item support does not include:

  • Customizations and installations

We will try our best to reply your emails as soon as possible. However, we will prioritise email regarding Theme features and issues.

We will reply your email regarding Theme features and issues within 24 hours.

Regarding emails about template customisation, we will reply you within 48 hours (but normally much sooner).

Your opinions is highly appreciated and help us built better products.

Thank you, HaloThemes Team.

Custom Services

The world's Best Bigcommerce Experts - Bigcommerce Design & Customization Service

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PSD to Bigcommerce Template

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