Carton documentation

Support

Carton is built and supported by TrenoxaHQ. Email support@trenoxahq.com and we’ll reply within one business day, Monday to Friday.

Before you write

Most questions are answered faster by the documentation:

What to include

These four things let us reproduce almost any problem on the first reply:

  1. Your store’s .myshopify.com address.
  2. The page it happens on — a link, if it’s publicly reachable.
  3. What you expected, and what happened instead.
  4. A screenshot, and whether you were signed in as a wholesale buyer at the time.

If the problem is about pricing, tell us which company account you were signed in as. Wholesale pricing depends on the buyer’s catalog, so the same page correctly shows different prices to different people.

Common questions

Prices aren’t hidden even though I turned the gate on

Check that you are looking as a signed-out visitor, or in a private window. A signed-in wholesale buyer is meant to see prices — that’s what the gate is for.

A signed-in customer still sees retail prices

They are probably signed in as a retail customer rather than through a company account. Wholesale pricing follows the company and its catalog, not the individual login.

Quantity rules or price breaks aren’t showing

They only appear on products that have them. Confirm the rule is set on the variant, and on the catalog the buyer belongs to.

Can Carton do wholesale on a non-Plus plan?

Companies, catalogs and B2B pricing come from B2B on Shopify, which is a Plus feature. Everything else in the theme works on any plan.

Feature requests and bugs

Both go to the same address. Feature requests are genuinely read — tell us the workflow you are trying to run, not just the control you want, and it stands a much better chance of being built in a way that helps you.

Refunds

Theme purchases and refunds are handled by Shopify under the Shopify Theme Store’s terms. Contact Shopify Support for billing questions; contact us for anything about the theme itself.