xtremely disappointing support from Pixel Union / Out of the Sandbox. I received a DMCA notice from Shopify stating my store was using an unlicensed Flex theme. Their support team told me t... Ver mais
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Imagine DMCAing your own customers and… Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down. That's what Outofthesandbox lov... Ver mais
A empresa respondeu
Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down. That's what Outofthesandbox loves to do. If you're using one of their t... Ver mais
A empresa respondeu
Flex is one of the most expensive themes out there. OOTS staff is arrogant, reply takes up to a week, almost no problems solved. The last episode was a guy who gave himself access through a collaborat... Ver mais
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Discover why our stunning Shopify themes are the most popular and best reviewed Shopify ecommerce themes — ever. Build your dream online store today with our feature rich Shopify themes.
Informações de contacto
Canadá
- outofthesandbox.com
1,4
Muito mau
45 opiniões
Respondeu a 83% das suas opiniões negativas
Geralmente responde dentro de duas semanas
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xtremely disappointing support from…
xtremely disappointing support from Pixel Union / Out of the Sandbox.
I received a DMCA notice from Shopify stating my store was using an unlicensed Flex theme. Their support team told me the solution was to purchase a second licence and send them the invoice so they could contact Shopify and resolve the issue.
I immediately followed their instructions and purchased another Flex licence for around $500, meaning I have now spent roughly $1,000 with this company across two licences.
Despite sending them the receipt and repeatedly asking them to contact Shopify, my store was still taken offline and they stopped responding to my emails.
This has left my business in a very difficult position with a store launch delayed and no support from the company that sold the theme.
Very frustrating experience and extremely poor customer support considering the price of their products.
16 de março de 2026
Opinião espontânea
basic dysfunctionality rip-off for a Rolex pricepoint
I was willing to purchase OOTS Turbo theme for one of the highest prices on the market with the expectation to get a top notch theme. The theme doesn't even provide the most basic functions like integrating size charts into an accordion menu or moving text vertically on top of an image. Support is absolutely useless and responds late with canned answers, usually referring to expensive third party solutions. This is a big ripoff packaged in a blusterous marketing gown. Stay away from this company!
10 de outubro de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Marc,
Our Turbo theme is one of the most widely used premium Shopify themes and is built to meet Shopify’s platform standards.
Some advanced features, such as complex size chart integrations or layered text positioning, require additional development beyond what is included in standard theme functionality.
Our support team responds within 24 hours, though our published response window is up to 1 to 3 business days during high-volume periods.
Regards,
Out of the Sandbox
The worst theme you can have
The worst theme you can have ! They are still in the past . Very old theme design and horrible customer service . Even the free dawn theme from Shopify is way better
8 de julho de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Chabbi,
Thank you for feedback on our theme and your experience with our support.
Our themes are built to meet Shopify’s current development standards and are successfully used by thousands of merchants across varied store setups.
For any features, customizations, or functionalities that are essential for your store and need to be implemented immediately, we recommend working with a Shopify Expert.
This includes, but is not limited to, any theme customizations that cannot be configured within the Theme Editor that are outside of the theme's builtin functionality, and any third party app implementation, troubleshooting, or customization.
Regards,
Out Of The Sandbox
This is the worst company EVER
This is the worst company EVER! They do not respond. They shut down your site without just cause. They do not care about the customers. Anyone using them should change immediately before your site credibility is ruined.
18 de junho de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Justin,
Thank you for your feedback.
It's essential to understand that theme licensing on Shopify requires verification through a valid Shopify order number and must be registered to the original purchaser.
If that verification is not completed, access may be temporarily restricted in alignment with Shopify’s platform policies, until a valid purchase can be tied to the usage of the theme. This is standard across the Shopify platform.
Merchants in these situations were contacted on February 9, February 22, March 1, and June 14 of 2023 with clear steps to resolve the issue.
Support is available through the Help Center for verified purchasers, and we recommend registering your theme promptly to avoid disruptions.
Regards,
Out Of The Sandbox
Imagine DMCAing your own customers and…
Imagine DMCAing your own customers and…
Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down.
That's what Outofthesandbox loves to do. If you're using one of their themes it's a liability at this point. Sure they had good themes especially before online store 2.0 came out... but find another theme and never look back.
5 de maio de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Prabir,
Thank you for your feedback. For clarity, Out of the Sandbox follows Shopify’s platform requirements, which include verifying that themes are properly licensed and registered to the original purchaser.
When a license cannot be confirmed, we reached out to affected merchants on February 9, February 22, March 1, and June 14 of 2023 with steps to resolve the issue.
If no valid license is verified, theme access may be impacted in alignment with Shopify’s terms.
If you still need assistance verifying your theme license, support is available through our Help Center with a valid Shopify order number.
Regards,
Out Of The Sandbox
I received a DCMA via Shopify for a…
I received a DCMA via Shopify for a theme that was purchased by the previous owner of our website and now they want proof that I bought the theme from them and they're freaking out that my company name isn't the same as the guy I bought the company from! Ridiculous! What was the point in buying this website if I have to fork over $500 more to KEEP THE WEBSITE THEME that was installed 3 years ago! (The website itself has not changed for 3 years! Just the name of the entity that owns the company). Don't even mess with these guys, go spend your money where you won't regret it later.
29 de abril de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Richard,
As per Shopify’s licensing terms, each theme license can only be registered and used on a single-store.
The ownership of theme licenses is not transferred automatically as mentioned in our Terms & Conditions as well as in Shopify's own Terms.
The previous owner of the account would need to provide you with the original order details so the theme license can be properly transferred to you and registered to your store. With that information, you can reach out to our support team for next steps, and we can work with you.
If a store is using a theme that has an unregistered license, this may result in theme access being restricted in accordance with Shopify’s policies. If you now hold a valid order number from a completed transfer, please contact our support team through the Help Center so we can review your case.
Regards,
Out Of The Sandbox
OOTS Atrocious Level of Support
OOTS has gone from good support to what I can only describe as an atrocious level of support. Every ticket is met with "you should contact our suggested 3rd party developer". This isn't regarding modifications - it's for real bugs with their Flex theme. My previous issue took 3 1/2 weeks of bickering for the support agent to finally escalate after all attempts to "prove" to me that there wasn't an issue failed. Then they finally admitted there was a bug and it was fixed in minutes.
Currently, the Flex's homepage slide is using lazy loading for above the fold content on the hero image. This is causing Google to flag it as a CLS issue and it is ruining my site's quality score (which in turn affects Google Ads). I continually get canned responses from the rep saying at first to pay their suggested 3rd party developer, then the rep moved on to "this is normal behavior", followed by "our devs are looking into it", finally followed with "there really isn't an issue, but I'll put in a modification request". No, this is bad coding on a theme that costs $500 and you're refusing to support it.
While I have no proof, I have a feeling that their support has either been instructed to block as many support issues as they can, or they have some process where the support agents are given negative points for every issue that is escalated to development. In any case, I strongly suggest you stay far away from this company and look elsewhere for themes. If I could give negative stars, I would. The time spent fighting with them about their bad code just isn't worth it.
UPDATE
Out of the Sandbox replied here saying I should expect support within 1–3 days. That wasn’t my experience. Their support rep, Euwi, last responded on April 4th, 2025, and then disappeared. When I followed up on April 17th, their system treated it as a new ticket, which means the original was closed—without resolution. I never received a response to the new ticket either.
Euwi’s replies were inconsistent, and it seemed like they intended to disable all lazy loading (which is not a real fix) and then label it a “one-time fix” to close the case. When I asked to see the code changes before proceeding—which they had previously provided on a previous ticket (different support person)—that’s when they stopped responding entirely.
12 de março de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Charles,
Thank you for highlighting your experience with the Flex theme and our support.
As per our support policy, we aim to reply within 24 hours; however, please allow 1-3 business days. Response times may vary based on ticket volume and complex issues may take longer to reolve if they require additional research or consultation.
Verified theme purchasers receive support for theme-related issues, but broader performance concerns such as SEO scoring, CLS, or ad quality rankings often involve platform-level factors or third-party integrations and may require development work outside our support scope. This is outlined in our Support Policy, and is in line with other third party theme developers, and Shopify's own Support policy.
Our theme’s meet all requirements for SEO as directed by Shopify. With that said, feedback regarding the theme’s structural code is appreciated and is always shared with our development team.
Regards,
Out Of The Sandbox
Issued an DMCA noticed with Shopify and…
Issued an DMCA noticed with Shopify and gave me less than 3 hours noticed. As soon as i got the noticed, i purchased the upgraded price, but they still continued to take down my store.
Very unethical and caused a small business to loose revenue for 4 days, which is huge in this economy.
DO NOT USE - STAY AWAY!
6 de janeiro de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Chantelle,
For clarification, theme licenses must be validated through a Shopify order number and properly registered to the original purchaser. This is in line with Shopify's own Terms & Conditions.
If a store is using a theme that has an unregistered license, this may result in theme access being restricted based on Shopify's enforcement protocols—not by Out of the Sandbox directly.
Shopify sends emails with steps to resolve any licensing issues a minimum of five days before taking any action, in which time, the store owner has the opportunity to reply to the initial email or reach out to Shopify.
Purchasing a valid theme license after enforcement begins does not retroactively validate an unregistered license. Shopify's email instructs verified purchasers to contact our support team via our Help Center for assistance.
Regards,
Out Of The Sandbox
They destroyed my store for two days…
They destroyed my store for two days with an automatic DMCA knowing I had purchased their theme but their registering app does not work.
They didnt care at all.
Also their update app is a failure, it removes customizations.
Don't use, go find something else
7 de janeiro de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi CF,
Our themes require a valid order number and proper license registration to remain active in alignment with Shopify’s Terms & Conditions and usage policies.
If a license cannot be verified, merchants are contacted directly—this occurred on February 9, February 22, March 1, and June 14 of 2023—with instructions to confirm ownership.
Registration is a required step and must be completed through the designated Help Center process. If the storefront has been deactivated by Shopify, this cannot be done on the merchant’s end and we recommend reaching out to us directly so we can confirm the license.
Regarding theme updates, our Theme Updater App is designed to preserve common settings, but advanced or manual customizations may require reapplication based on the complexity ad quantity of third party code customizations.
Regards,
Out Of The Sandbox
Imagine DMCAing your own customers and…
Imagine DMCAing your own customers and them not seeing the notice till it's too late and shopify shuts the entire site down.
That's what Outofthesandbox loves to do. If you're using one of their themes it's a liability at this point. Sure they had good themes especially before online store 2.0 came out... but find another theme and never look back.
5 de janeiro de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi Joel,
We appreciate your recognition of the theme quality prior to Online Store 2.0!
A registered license is required in order to use the theme in your store, as per Shopify’s policy.
When a license cannot not be verified, affected merchants were contacted on four separate occasions in 2023—February 9, February 22, March 1, and June 14—with instructions to resolve the issue.
Merchants with registered theme licenses are not at risk of losing access and we recommend that verified customers reach out to us directly via our Help Center if they have any questions or need any assistance.
Regards,
Out Of The Sandbox
I am extremely disappointed with my…
I am extremely disappointed with my experience with Out of the Sandbox/Pixel Union. Despite being a paying customer who legally purchased their Flex Theme, they filed a DMCA takedown against my store without any prior communication. This aggressive and unnecessary legal action is not how customer relationships should be handled.
Even after reaching out professionally to resolve the issue, they refused to cooperate or provide anyone to speak to directly. Instead, they insisted on additional payments without addressing the core concerns or acknowledging their mishandling of the situation.
I would gladly pay 10x the price for a professional vendor who values their customers. There is no way I will do business with this company again, and you shouldn’t either—unless you’re prepared to receive a 24-hour legal notice from Shopify to shut down your store, followed by an automated email: “Please allow up to 24 hours for an initial response from our team while we triage your ticket.”
Avoid this vendor if you value your business.
7 de janeiro de 2025
Opinião espontânea
Resposta da Out of the Sandbox
Hi there,
In accordance with Shopify’s terms of service, theme licenses can only be registered and used on a single store, so additional licenses are required in order to use two or more instances of the theme. This is the same for Shopify's own themes!
When this verification is not completed, theme access may be restricted in accordance with Shopify’s policies—not as a legal action, but as a platform-enforced compliance measure.
Our support team typically replies within 24 hours, and all verified purchasers are encouraged to reach out via the Help Center for assistance.
Regards,
Out Of The Sandbox
You will get DCMA'd!
Here to echo other recent reviews -- I also received a DCMA Takedown Notice out of left field (proven false, of course), done through Shopify so I had to do emergency damage control emailing both Shopify and OOTS in a panic to try to prevent total loss of my entire website in the next 48 hours. 48 hours??? What is that timeframe?! What if I'm out of the country on vacation or away for some medical or other emergency or something?? I run a small business so the last thing I need is another fire to put out. And this is after a solid 5 or 6 years of using this paid theme with no fuss.
Usability as far as customization is fine, I guess. But I am stuck on a 5 year old version of the theme because updating removes customizations (???) and the theme itself is not anything speedy. Shopify itself yells at me for having a slower than ideal speed via this theme and suggests I optimize the speed for SEO's or something or other.
5 de novembro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi Chris,
First and foremost, thank you for being a long-time user of our theme!
For clarity, valid theme licenses must be properly registered in order to meet Shopify’s platform requirements. If a registration cannot be confirmed, access to the theme may be temporarily restricted in accordance with Shopify’s policies.
For all merchants using an unregistered copy of our themes, messages were sent on February 9, February 22, March 1, and June 14 of 2023 which provided instructions to register the license.
In regards to the theme update, our Theme Updater & Backups app will work with all OS 2.0 versions of the theme and will carry over theme editor content and settings.
The app will attempt to carry over customizations within theme files and from third party apps, but this often depends of the quantity and complexity of the modifications.
The app can also be used to install a clean copy of the latest version of your theme which you can then manually update, for free!
For any question regarding the manual update process, please feel free to reach out to our support team via the Help Center.
Regards,
Out Of The Sandbox
Out of the Sandbox Fraudulent Practices
I just received an alarming email from Shopify’s legal team stating that my website—my entire business and livelihood—is being taken down within 24 hours. The reason? Out of the Sandbox has made a claim that I am using their theme without a valid license. Shopify's legal team has sent me a Digital Millennium Copyright Act (DMCA) takedown notice.
I purchased my theme in 2019 and have provided both Shopify and Out of the Sandbox with my receipt. However, Out of the Sandbox only offers an inquiry box, which they claim takes up to three days to generate a response.
It seems they are scouring the Shopify platform and making false licensing claims against legitimate users who have already paid for their themes, seemingly to intimidate us into paying again for themes we rightfully own. This behavior is utterly despicable. I strongly advise everyone to steer clear of this company.
21 de outubro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hey Catherine,
To clarify, theme licenses are not automatically registered after they are purchased and this must be done manually as outlined in the Terms & Conditions.
Having a receipt alone does not complete this verification, if the theme was not registered properly.
In such cases, merchants were contacted directly on four occasions throughout 2023—February 9, February 22, March 1, and June 14—with instructions on how to confirm their license. Access may be temporarily restricted only when these steps are not followed in accordance with Shopify’s platform requirements.
If you have previously purchased a license, a new license is not required and we invite you to reach out to us via our Help Center with your order information.
Regards,
Out Of The Sandbox
If I could give them 0 stars
If I could give them 0 stars, I would. They complained to Shopify that I stole their theme after I bought it from them. Somehow they lost the record of the purchase. Thus, they asked Shopify to take our store down. It went down for days before they recognized their mistake and wrote to Shopify saying:
This email is to inform you that the complainant has withdrawn the Digital Millennium Copyright Act takedown notice. If content was removed from your store as a result of this notice, it may be reposted at this time...... No apology, no nothing.
Then see below-- a bunch of BULL. I sent them the original order ID # and recived this notice multiple times:
In order to investigate this further, please forward me the original DMCA Takedown email that you received from Shopify (this would be prior to any email indicating that the store was taken offline), including the subject line. This can be in the form of a screenshot or an EML file.
They just kept saying things like: To give you a little more context on what happened, over the past year, we've sent out several emails to merchants who have purchased themes from us, asking them to register their themes. This is part of our policy alignment with Shopify, which ensures that only licensed themes are being used.
If a theme isn't registered, Shopify may issue a takedown notice, which is what triggered the issue in your case.
IT WAS REGISTERED. OUT OF THE SANDBOX TOLD ME THEY LOST IT AND EVEN WHEN I WENT TO RE-REGISTER IT AFTER PROVIDING THE INVOICE, THEY SAID IT DID NOT EXIST! COST ME $300 TO BUY THE THEME AGAIN.
18 de outubro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi Tom,
For clarity, theme support and license validation require a valid order number tied to the original purchaser in accordance with Shopify’s Terms & Conditions and usage policies.
If our system cannot verify a license, and no response is received to multiple contact attempts—made on February 9, February 22, March 1, and June 14 of 2023—access may be temporarily restricted per Shopify’s platform terms. Once a valid license is confirmed, service is reinstated, and no further action is required.
All theme purchasers are required to register their license promptly and contact our support team through the Help Center with order information if issues arise.
Regards,
Out Of The Sandbox
"⭐ 1 Star
"⭐ 1 Star - SCAM COMPANY! Stay away! ⭐
I paid $450 for an Out of the Sandbox theme, thinking I was investing in a premium product, only to receive DMCA notices for a theme I rightfully OWNED! How is this even possible? I paid full price and followed every guideline, yet I'm being harassed for something I legally purchased. This company is an absolute nightmare to deal with, offering zero support or solutions. Save yourself the frustration and go with a more reputable company. This is an expensive scam!"
21 de outubro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi Jason,
Thank you for your feedback.
It's essential to understand that theme licensing on Shopify requires verification through a valid Shopify order number and must be registered to the original purchaser.
If that verification is not completed, access may be temporarily restricted in alignment with Shopify’s platform policies, until a valid purchase can be tied to the usage of the theme. This is standard across the Shopify platform.
Merchants in these situations were contacted on February 9, February 22, March 1, and June 14 of 2023 with clear steps to resolve the issue.
Support is available through the Help Center for verified purchasers, and we recommend registering your theme promptly to avoid disruptions.
Regards,
Out Of The Sandbox
Exhausting.
The theme offers a decent starting point for customisation, but it’s ultimately lacking. Custom page loads are painfully slow, making it difficult to rank well. Setting are inconsistent.
Customisation options are limited, and some areas feel incomplete. Out of the box, the design looks outdated and requires extensive CSS to look presentable.
Support is subpar. As soon as you install an app, it becomes their excuse for not addressing the theme’s poor code quality.
Updates are painfully slow, with no transparency on future upgrades, making planning a challenge. Honestly, I can’t wait to move on from Oftsb. I am tired of the bugs.
Speed isn’t great either—you’ll need to pay for optimization to get it running decently.
I added this review to their website - they don't publish any review below 4 stars so they also deceitful! It's reviewed well by some people - I don't believe they know what they are talking about.
12 de outubro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hey Trina,
Thank you for your feedback on the theme’s customization options and performance!
Our themes are built to meet Shopify’s development standards and are successfully used by thousands of merchants across varied store setups. Performance issues like speed or app conflicts are often influenced by third-party code or specific store configurations, which fall outside the scope of theme support.
This is outlined within our Support Policy and is in line with Shopify's own support policy. We are here to support the builtin functionality of the theme, but are not able to troubleshoot or support any third party customizations or app integrations.
Verified purchasers can submit theme-related questions through our Help Center, where support is typically provided within 24 hours. We do not remove reviews that meet platform content guidelines and encourage constructive input from all verified customers.
Regards,
Out Of The Sandbox
DO NOT RECOMMEND
Considering I just received a threat from the Shopify legal team on behalf of Out of the Sandbox that would we be taking down my site because of an erroneous claim from the Out of the Sandbox team that I didn't purchase their theme when I very much did pay for their theme and I have the invoice and email thread to prove it.
While they make a great product, I now cannot recommend this company. That was an extremely aggressive outreach tactic that was completely unnecessary.
They could have simply gotten in touch with me directly to ask about that issue, which isn't an issues at all, but instead they went straight to the Shopify legal team who came directly to me with aggressive threats.
15 de abril de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi there,
We appreciate your recognition of our theme’s quality!
For context, Shopify requires that all themes be licensed to the original purchaser and verified with a valid Shopify order number.
When a license cannot be confirmed, we attempt direct outreach first—sent on February 9, February 22, March 1, and June 14 of 2023—before any enforcement is escalated via Shopify.
These measures are not intended as threats, but rather to maintain platform compliance in accordance with Shopify’s policies and their own Terms & Conditions. Shopify's email contains clear steps to resolve any licensing issues, as well as a link to contact our support team as well as Shopify's own support team.
Verified purchasers can resolve any licensing questions by contacting our support team through the Help Center.
Regards,
Out Of The Sandbox
Customer service is terrible
Really lame, I have a problem with a theme I bought on a feature, they tell me they can't do anything and that I have to wait for updates.
It's been 2 months and still no update, and it's impossible to get this essential feature.
Don't buy from them
22 de fevereiro de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi Matthieu,
Our themes are built to align with Shopify’s platform standards, and updates are released based on confirmed issues and scheduled development cycles.
If a feature request falls outside current theme capabilities, this is passed along to our development team but may not be addressed immediately.
For any features, customizations, or functionalities that are essential for your store and need to be implemented immediately, we recommend working with a Shopify Expert.
This includes, but is not limited to, any theme customizations that cannot be configured within the Theme Editor that are outside of the theme's builtin functionality, and any third party app implementation, troubleshooting, or customization.
Regards,
Out Of The Sandbox
It's a sad fact of life that we often…
It's a sad fact of life that we often only read reviews when things go wrong. If you purchase a theme from this company it most likely will go wrong and then you find out they have the worst customer service ever, Arrogant to the extreme and will blame problems on anything but their theme. Stay clear.
27 de março de 2024
Opinião espontânea
Resposta da Out of the Sandbox
Hi Nitsa,
Thank you for sharing experience with our support team.
Our themes are designed to meet Shopify’s development standards and are actively used by thousands of merchants across a wide range of businesses. When functionality issues occur, they are frequently related to third-party apps, custom code, or store-specific configurations.
As per our support policy, any issues that are caused by code modifications or third party apps are outside our scope of support and a Shopify Expert may be required in order to troubleshoot these types of issues.
Regards,
Out Of The Sandbox
Absolutely awful
Absolutely awful! Terrible customer service awful themes continuously going wrong with serious issues. I have requested a refund for my theme as it's cost me thousands in fixing their issues. Still no reply. I think it's a Least they can do no wonder Shopify dropped them!
1 de dezembro de 2023
Opinião espontânea
Resposta da Out of the Sandbox
Hi Amanda,
Theme purchases made through the Shopify Theme Store are subject to Shopify’s refund policies, and we are unable to issue refunds directly for those purchases.
This is outlined in Shopify's Terms, and are outside of our control.
For themes purchased directly through our site, refund requests must meet the criteria outlined in the refund policy found on our website.
Our premium themes are developed to meet Shopify standards and are actively supported to ensure long-term performance and stability. When functionality issues do occur, they are frequently related to third-party apps, custom code, or store-specific configurations.
As per our support policy, any issues that are caused by code modifications or third party apps are outside our scope of support and a Shopify Expert may be required in order to troubleshoot these types of issues.
If you’re still experiencing issues with the theme, please reach out to us via the Help Center.
Regards,
Out Of The Sandbox
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