Installing & Updating
Where can I find the update?
For all of our stacks a majority of updates are served via SPARKLE, which will notify you of all updates in the Stack icon. Simple select the update text and you will be prompted, allowing you to choose to update (Changelog information will then be displayed as well).
Occasionally we make such significant improvements to a product that a SPARKLE update would cause previous builds to break. In this situation we will create a separate build with a separate SPARKLE build. This means your Stack will not update automatically and you must re-download the stack manually through our Purchase Order Lookup page. Whenever we do this there will be a notification regarding it in our Mail Blasts and Blog Posts. However, never hesitate to email us if you’re confused or are unsure.
For all our Themes the only way to receive automatic updates is through the plugin Waterfall by the developer Nimblehost. If you do not have this plugin you must always update using our Purchase Order Lookup page.
When I install the stack nothing appears in RapidWeaver
A majority of our stacks are grouped in the stacks section titled “1LD Stacks” though there are occasions where we re-group stacks into their own sections as there is either a large amount of them that are designed to work together or they are designed to work with a specific theme. Occasions of this include our Hemera theme, PURE, ourGlass’ pre-loaders and likely more to come (when it makes sense).
If you’ve checked and still can’t find the stack then there is one great way to find out if it’s properly installing. Create a stacks page and then select the dropdown that shows all the stack icons. From there select any 3rd party stack (not the stacks that come built into Stacks).
Locate the gear icon in the bottom right and select “Show in Finder,” which will open up a window that displays all your 3rd party stacks.
If you cannot locate the stack in this folder then simply manually drag and drop the stack in and it will show up after you completely close and restart RapidWeaver again. If you do locate the stack in this folder, but still do not see it in RapidWeaver contact us immediately and we’ll help figure out what’s happening.
Where is my download link?
If you didn’t receive a download link after purchasing the most common reasons are that it either got placed in a spam folder or other categorized section of your email (i.e. junk, promotions, etc.). The other most common reason is that there was a typo in the email address used.
If you have checked for the first possibility and cannot find it then please contact us and we’ll find and fix it.
It helps us if you provide your Order Number and also your Email Address (if you don’t provide the email address we’ll assume it’s the one you’re emailing us with).
What is SPARKLE or Waterfall?
SPARKLE & Waterfall both serve updates automatically through RapidWeaver. SPARKLE requires no setup on your end and appear in your individual stack icons when an update is ready along with Changelog information when downloaded.
Waterfall is a plugin built by Nimble Host that can be added that allows the same service SPARKLE offers, though for themes. This only works for themes that developers have added Waterfall support for – we currently offer Waterfall support on all our premium themes.
How do I find a previous product order?
To find a previous order use our Purchase Order Lookup page. Please note the two tabs at the top – all you need to retrieve your previous orders is your email address, though this will send all previous orders to your email address.
If you still cannot find your order or if the download is not working, please contact us and we’ll fix this promptly.
What is our refund policy?
We offer a 100% satisfaction guarantee on all of our products. If within 90 days you are not satisfied with one of our products or with our support for that product please contact us with your refund request. Please provide your Transaction ID for the purchase as well.
We do pride ourselves in both the quality of our products and our customer service. For this reason we would always appreciate your feedback on how we can improve either our product(s) or our service to you.
- Do we offer discounts?
I just missed a sale, could I still get the deal?
In most cases if you miss a sale by a day or two we’ll extend the offer to you still. Please contact us regarding this request.
I’ve been blocked from ordering – how do I fix this?
Our shopping cart software can be a bit sensitive for security purposes. If you are blocked please contact us immediately and we can quickly remove the block.
Using Themes & Stacks
The theme/stack is missing a feature I need, can I request it to be added?
Absolutely! We are constantly updating our stacks with new features and many come by customer request.
If there is anything big or small you’d like to see added to a product of ours please do not hesitate to ask.
We most often cannot promise a deadline on these as we have many updates and release scheduled, but we do record any and all feature requests and heavily consider them when updating products or developing new ones. In some cases the update can appear extremely fast as we were already working on an update and in some cases we can provide a custom code snippet for the feature you need.
Something appears broken or doesn’t work, how do I fix it?
If you’ve followed the tutorial and the theme/stack doesn’t work there could be a variety of problems.
1) Some of our Stacks do require you to Publish them before you see their full functionality. These are most often those that use the API’s from other sources, such as Facebook, LinkedIn & Pinterest. Other instances include those products that use PHP for some of their functionality, such as Super Forms. If this is the case it will be discussed in the products tutorial.
2) Occasionally there is a conflict with other developers’ themes or stacks. In these cases we will most often need a live page demonstrating the problem so that we can troubleshoot the code. If by chance we own their theme or stack then we can debug things locally, but in most cases we will need a link. We imagine that you wouldn’t want your visitors to see the problem, so to hide the page from your site’s menu uncheck “Reveal in Navigation” in the Inspector (top right inside of RapidWeaver). Then you can send us the link privately without risk of others seeing it (assuming you don’t have any other links on your site to that page).
How do I figure out how to use a theme/stack I bought?
We try to make our themes & stacks as straightforward and intuitive as possible, but sometimes they simply have some advanced features that either need to be defined or need a step-by-step explanation of how to use them.
We provide written Tutorials for all our products here: RapidWeaver Tutorials.
Tutorials with videos will have the video at the top of the tutorial. A majority are by our team, but occasionally a customer will leave a review that shows the basic use of our products, which we will also showcase at the top of our tutorials. For all our videos please check out our YouTube Channel.
What versions of RapidWeaver are your products compatible with?
A majority of our products are compatible in both RapidWeaver 5 and 6.
All of our Stacks are compatible with RapidWeaver 5 & 6 and in Stacks 2.0+
A majority of our Themes are compatible in both RapidWeaver 5 & 6. Everything theme produced after Affero (including that theme) are compatible in RapidWeaver 6 only. It is also important to note that those themes produced after that point are also the only themes that will utilize RapidWeaver 6′s new features. The older themes will still run in RapidWeaver 6 though. It is also important to note that we continually update our products and we do have intent to upgrade a majority, if not all, of the themes to be compatible and take advantage of the features of RapidWeaver 6.
If you have a question about a particular theme or stack please do not be afraid to ask.
Some of our themes offer additional features with stacks that accompany them. Stacks is not necessary to run the theme, but having Stacks 2.0+ will enhance your experience and make designing your site easier and quicker (our Hemera theme is a good example of this). The only exception to this is our PURE theme & stack framework, which is essentially constructing an entire theme with Stacks only, where the framework provides you the tools a site would need (headers, menus, responsive grids/columns, etc.).