Support
Kerfline supports every store that uses Tenora. This page explains what support covers and how to contact us.
Response time
We reply to every support request within two business days. Business days are Monday to Friday, except public holidays.
Most questions are answered in this documentation. Before you contact us, check the Frequently asked questions.
What support covers
- Theme bugs: something in Tenora doesn't work as described in this documentation.
- Setup questions: help with installing the theme, choosing a preset, and setting up the metafields and the "Material" metaobject.
- Theme settings: how a setting, section or block works, and how to get a certain result with the theme's settings.
- Updates: questions about updating to a new version of Tenora.
What support doesn't cover
- Custom code: changes to the theme code, custom features, or problems caused by code changes made by you or someone else.
- Third-party apps: how an app works, or problems caused by an app. Please contact the app developer.
- Store data: creating or editing your products, collections, metafield values, images, translations or other store content for you.
- Shopify platform questions: checkout, payments, shipping, taxes, domains and your Shopify account. Please contact Shopify Support.
- Design services: creating images, logos or page designs.
If we find that a problem is caused by an app or by custom code, we'll tell you so, and we'll explain what we found.
How to contact us
Use our support form:
https://kerflinestudio.com/support
You can also email us at support@kerflinestudio.com.
What to include
Include this information so we can help you quickly:
- Your store URL, for example
https://storename.myshopify.com. - The theme version. You can find it in Online Store → Themes, on the Tenora theme card.
- The preset you started with: Tenora, Terrace or Lantern.
- What happened, and what you expected to happen.
- The steps to see the problem, for example: "Open the product page of the Oak dining table, select the Walnut option, then select Add to cart."
- Where it happens: the page address, and the device and browser, for example "iPhone, Safari" or "Windows, Chrome".
- Screenshots or a screen recording of the problem.
If your store is password-protected, give us the storefront password in the form. Don't send your Shopify admin password. If we need access to your admin, we'll send you a collaborator request, which you can accept or decline.
Before you contact us
These steps solve many problems:
- Check the problem on an unpublished copy of Tenora without code changes. If the problem doesn't appear there, it's probably caused by a code change or an app.
- In the theme editor, select App embeds, turn off the app embeds one at a time, and check the problem again.
- Clear your browser cache, or open the store in a private window.
- Check that your product data follows the Metafields and metaobjects setup.