Last updated: May 10, 2026

Firefly Themes (“Firefly Themes,” “we,” “us,” or “our”) operates the website located at https://fireflythemes.com (the “Service”).

This Support Policy explains the type and level of support you can expect from us for our WordPress themes, including support for both free and premium theme users.

By using our themes or requesting support through our website, you agree to the terms outlined in this Support Policy.

Free Theme Support

For users of our free themes, we provide a basic level of support through our official support ticketing system.

Free support may include:

  • Answering questions about theme features and functionality
  • Responding to bugs or issues you may have found in the theme

Please note that free support is provided only through a support ticket submitted on our website. We do not provide free support through any other method, including direct email, social media, or third-party platforms.

What Is Not Included in Free Support

Due to time and resource limitations, we are only able to provide basic support for users of our free themes.

Free support does not include:

  • Logging in to your website to investigate or fix issues
  • Customization services or custom development work
  • General WordPress support
  • Theme modifications or custom design changes
  • Third-party plugin integration or troubleshooting
  • Server diagnostics, maintenance, hosting issues, or other server-related services
  • Support for issues not directly related to Firefly Themes products

For general WordPress-related questions, we recommend using the official WordPress support forums at https://wordpress.org/support/.

Estimated Response Time for Free Support

For free support requests, we aim to respond to new tickets within 24 hours, Monday through Friday.

Please note that this is only an estimate. Actual response times may vary depending on support volume, complexity of the request, holidays, and other factors. More advanced or technical questions may require additional time.

Support for Premium Theme Users

Premium theme users receive additional support benefits, including:

  • Priority support, where tickets from premium theme users are answered before free theme support tickets
  • Basic child theme modification code when applicable
  • Assistance related to premium theme features and functionality

Premium support is intended to help with issues directly related to our premium themes. It does not include full website customization, advanced development work, third-party service setup, or unrelated WordPress/server issues unless specifically stated.

Changes to This Support Policy

We may update this Support Policy from time to time. Any changes will be posted on this page with an updated “Last updated” date.

You are encouraged to review this Support Policy periodically. Changes to this Support Policy become effective when they are posted on this page.

Contact Us

If you have any questions about this Support Policy, please contact us through our website:

https://fireflythemes.com