Why does the hero section disappear from my website's homepage?

Shopify Discussion
,

Topic summary

Homepage hero section on a Shopify store (Out of the Sandbox Parallax theme) displays correctly in the Customize editor but disappears on the live site, with the second section showing first instead.

Evidence: The poster included before/after images illustrating the intended hero vs. the live result. Reports indicate intermittent behavior across devices—on some phones the hero appears, other times it does not.

Counterpoint: One respondent loaded the site and saw the hero displaying correctly, suggesting the issue may not be universal.

Working theory: Possible caching issue causing inconsistent rendering between sessions/devices.

Suggested action: Clear browser cache and cookies to test if the issue resolves. No theme code changes were proposed.

Status: Unresolved and intermittent. No confirmed fix yet; further testing after cache/cookie clearing is pending.

Note: Images are central to understanding the discrepancy between the editor preview and the live homepage.

Summarized with AI on January 5. AI used: gpt-5.
1

Hello!

I’m having an issue with the Hero image on my website’s homepage and could really use some help!

For context, my Shopify store is built on the Out Of The Sandbox Parallax Theme. Please see a link to the live website here: www.shayrdair.com.

The Problem

In the Shopify’s Customize Editor the hero on my homepage looks like this:

Hero Image Intended.png
Hero Image Intended.png1914×955 525 KB

BUT when I load the live website, the above hero image I designed in Shopify disappears, and the second web part of my website appears as the Hero. Here’s what it looks like:

Hero Image Unintended.png
Hero Image Unintended.png1342×659 83.8 KB

Could someone please help me fix this!? It would be a huge help!

Thanks you for considering my request!

Greatly appreciate it :folded_hands:t2:

-Tim

2

@TimDono1 Hope you are doing well.

When I load your website it looks perfect on my side.

3

@webwondersco Strange! I have multiple people who have showed me the website on their phones - sometimes the hero image appears and other times it doesn’t. Could it potentially be a caching issue?

4

@TimDono1 Possible.

Try by clearing your browser cache and cookies.