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Store Design

Topic summary

Difficulty submitting template (Express) customization requests via the Help Center, including adding a documented menu and making collection pages load all products instead of paginating.

Key guidance provided:

  • Theme customization requests must be submitted through Shopify Support (live chat, email, or callback), not via the community, so they can access the account/theme and route details to Theme Support.
  • Suggested to review relevant documentation first (Shopify Design Policy and Express customization docs) and then confirm feasibility with Support if needed.

Outcome / latest update:

  • Support was reached via chat, a ticket was created, and the issue was resolved.
  • The solution involved adjusting the correct theme/settings, so no paid “customization time” was ultimately needed.

Status:

  • Resolved; no open questions remain in the thread.
Summarized with AI on February 26. AI used: gpt-5.2.
1

Hi All, I’ve been chasing my tail to find a way to place template customization requests on Help Center. I’m getting frustrated… I want to add the menu mentioned in the template (Express) documentation, and request that collection pages load all products instead of paginate.

How can I play such requests?

Thanks,

Andre

2

Hey, @AGW_Boston !

You can submit theme customization requests by contacting our support team. We’re not able to provide account-specific support via the Shopify Community at this time, so we need to assist you through live chat, email or callback to access your account and theme, and to pass your details on to Theme Support. You can visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

If you haven’t done so yet, please go over the help docs on theme customizations before submitting a request. If you have a concern that’s not covered by the docs, you can continue to reach out to our support team who can confirm if a specific customization is feasible for your theme. You can find the relevant resources below.

You may want to look for more tips on designing your store. If you need ideas on remodeling your homepage, product page content, or even branding materials, bookmark this page and refer to it whenever you’re after some inspiration. It’s got free courses on website design and other topics that can help you grow your business.

3

Thanks. I ended up getting a support person on the chat that created a ticked and all worked well. BTW: They pointed me out to the right settings and I don’t think I needed to use any of the customization time.

4

Great to hear, @AGW_Boston ! Thanks for sharing how you ended up solving your concern. I’m glad our support team was able to find an alternative solution. You can save and use your design time for a different customization.

Don’t hesitate to post again if you have any other concerns!