Contact

Get help with Whirligig

For setup questions, bug reports, customization help, or upgrade questions, use the contact form:

thermalthemes.com/contact

We respond within one business day, Monday through Friday.

What to include

To get the fastest answer, include:

• Your Shopify store URL, the storefront where the issue occurs.
• Your theme version, visible in the theme editor at Theme settings → Theme info, or check the Changelog.
• A screenshot or screen recording of the issue, especially for anything visual or scroll-driven.
• The browser and operating system you are using.
• The steps to reproduce: what you clicked, in what order, and what happened.

For setup questions, say which section or block you are configuring and what you are trying to accomplish.

For an audio problem, include three more things

Most audio reports resolve to a missing file or a malformed metafield rather than to a theme defect, and these three make that a five-minute answer instead of a five-message thread:

• The product URL on your storefront.
• The product's custom.recording value, pasted as text. The JSON matters more than a description of it.
• The audio file URL, opened directly in a browser tab. If the file does not play there, the theme was never going to play it either.

If the problem is on the register or the pitch ruler, add the product's custom.pitch value too. A product missing from the axis is almost always a product with no pitch metafield, or one whose x puts it off the visible range on purpose.

Before you contact us

Worth a quick check first:

• The FAQ covers the common ones, including autoplay, file formats, products with no recording, and what renders with the sound off.
• Getting started has the exact metafield names and shapes. A wrong key is the single most common cause of a silent page.
• The Sections reference documents every section's settings and blocks.
• If a product or collection renders unexpectedly, preview it in the theme editor. Most rendering questions trace to a setting or to missing content rather than to a defect.

Scope

Support covers Whirligig as shipped: setup, configuration, and defects. Customization beyond theme settings, including code edits and third-party app conflicts, is outside standard support, though we will point you in the right direction where we can.

Recording, editing and hosting your own audio is your side of the line. We can tell you whether a file will work with the theme and why; we cannot make the recordings.