Help Policy
This Help Policy governs the level of assistance that we offer to address questions or challenges you may encounter regarding our products and services.
As part of our commitment to excellence, we are dedicated to delivering at the highest level in everything we do, from the design, functionality, and value of our apps, to the help we provide for them. Through this commitment, we aim to build a long-lasting relationship with you based on trust, reliability, and mutual success.
Before you contact our help team, please review this policy in full to learn when and how our help is available, what we can and can't help with, and how you can help us answer your questions quickly and effectively.
Availability
Our help team:
- Is available Monday to Friday, 9am-5pm Eastern Standard Time
- Is not available during observed holidays
- Usually responds within 12 business hours
- Currently provides help via email only
- Currently provides help in English only
Scope
Understanding the help scope is crucial for both providers and recipients of assistance, as it sets clear expectations and ensures that the help offered aligns with the needs and resources available.
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Observed holidays
In Ontario, Canada, a diverse array of public holidays are observed throughout the year, reflecting the province's rich cultural heritage and its commitment to honoring both national and regional traditions. Recognizing these holidays gives our team members the opportunity to rest, celebrate, and spend time with their families.
To ensure that all help team members can fully observe and enjoy their holidays, help is not available on the following dates:
| Date | Holiday | Description |
|---|---|---|
| January 1 | New Year's Day | Celebrates the beginning of the Gregorian calendar year. It is a time for reflection, resolutions, and often marked with gatherings and festivities. |
| February 19 | Family Day | A provincial holiday designed to allow families to spend quality time together. It provides an opportunity for various recreational activities and events to strengthen family bonds. |
| April 19 | Good Friday | A Christian holiday commemorating the crucifixion of Jesus Christ and his death at Calvary. It is observed with religious services, fasting, and reflection. |
| April 22 | Easter Monday | The day after Easter Sunday, marking the resurrection of Jesus Christ. It is a time for family gatherings, Easter egg hunts, and religious observances. |
| May 20 | Victoria Day | Honors Queen Victoria's birthday and serves as the unofficial start of the summer season in Canada. It is celebrated with fireworks, parades, and outdoor activities. |
| July 1 | Canada Day | Commemorates the anniversary of the confederation of Canada, uniting three separate colonies into a single Dominion within the British Empire in 1867. It is celebrated with fireworks, concerts, parades, and various cultural events. |
| August 5 | Civic Holiday | Known by various names across different provinces, this holiday provides a day off for workers and is often used for community events, outdoor activities, and relaxation. |
| September 2 | Labour Day | Recognizes the contributions of workers and the labor movement. It is a day of rest and is marked by parades, picnics, and other celebrations organized by labor unions and communities. |
| October 14 | Thanksgiving Day | A time for Canadians to give thanks for the harvest and blessings of the past year. It is celebrated with family gatherings, feasting on traditional foods such as turkey, and expressions of gratitude. |
| December 25 | Christmas Day | Celebrates the birth of Jesus Christ, with traditions varying from religious observances to secular festivities, including gift-giving, feasting, and spending time with family and friends. |
| December 26 | Boxing Day | Originating in the UK, Boxing Day is observed in Canada as a day for charitable giving and giving gifts to service workers. It is also a time for shopping sales and sports events, with many Canadians enjoying the day off following Christmas. |
Additional resources
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Theme developer — Tabs Studio integrates with your online store's theme, so it can be affected by the theme's code. Most cases of tabs not looking or working as expected are due to external factors such as theme styles, issues with theme code, or other apps. For help with problems caused by the theme, please contact the theme developer.
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Shopify partners — For professional help with customizations that are not covered by this Help Policy, you can hire a Shopify Partner. Explore the available services in the Partner Directory to find the perfect match among 800+ Shopify Partners.
Feedback and suggestions
We highly value your feedback. If you have any ideas, feature requests, or suggestions for improving any of our products or services, please feel free to share them with us . We'd love to hear from you!