Support

Email [email protected]. That is the only channel, and it is read by the people who build the app rather than by a first line who will forward it.

Response times

Within one business day for anything that is stopping wrapping from working on a live store.
Within two business days for everything else — questions, feature requests, billing.
Within two business days to acknowledge a security report, and we will keep you updated until it is closed.

Business days are Monday to Friday. There is a company telephone number at the foot of this page, but app support is handled in writing: a thread with the store domain and a screenshot in it resolves these faster than a call, and leaves a record both sides can refer back to.

Check these first

Almost every “the option is not showing up” report is one of five things, and each takes a moment to rule out.

Is there anything in the cart? The control is hidden on an empty cart, deliberately — otherwise an order could contain nothing but wrapping paper.
Is the app embed on in the theme you are looking at? App embeds are per theme. Switching theme, or duplicating one, means switching Wrapt on again in that theme.
Have you published since adding a style? A style that has never been published has no variant for the cart to add.
Is the Gift Wrap product still active? Removing every wrap style drafts it, which correctly hides the control.
Has the Gift Wrap product been edited by hand? Renaming its variants or changing its handle breaks the link between a style and its variant. Publishing again repairs it.

The FAQ covers the rest, and the Storefront page inside the app has the same checklist with links straight to the right place in your admin.

What to include

The first reply is far more useful when the message contains:

your .myshopify.com domain;
the name of the theme you are using, and whether it is published;
what you expected to happen and what happened instead — including whether you were looking at the cart page or the cart drawer;
a screenshot, if the problem is something you can see.

Please do not send us customer personal data. We do not need it — the app has no access to your customers or orders — and we would rather not receive it.

Granting access

If a problem cannot be diagnosed from a description, we may ask for collaborator access to your store. That request will always come from [email protected], will explain what we need to look at, and you can revoke it the moment the issue is closed. We will never ask for your Shopify password.

Security reports

Email [email protected] with “security” in the subject rather than disclosing publicly. Tell us what you found and how to reproduce it. We will confirm within two business days and tell you when it is fixed.

Feature requests

Welcome, and worth sending even if the answer is no. Two things are asked for often enough to answer here:

Per-item wrapping. Not supported. Wrapping applies to the order as a whole. Shops that need per-item handling usually offer one style and use the gift message for the detail.
Wrapping shown on the product page. Not supported. The choice belongs where the shopper can see the whole order, which is the cart.

Who we are

Swonie Creative Design
Aksoy Mah. Yalı Bul. No: 386, Kat: 2 D: 2, Karşıyaka / İzmir, Türkiye
App support: [email protected]
General enquiries: [email protected]
Telephone: +90 (850) 309 62 78

See the privacy policy for what we store and the terms of service for the rest.