Support
Get help with LabelKit
LabelKit is built and supported by Creatix, LLC. Support is by email, and the same person who builds the app answers it.
Email support
We reply within 1 to 2 business days, Monday to Friday. There is no phone line and no 24/7 desk. If something is broken and blocking you, say so in the subject line and we will look at it first.
What to include
The more of this you send in the first email, the fewer rounds it takes to fix. None of it is mandatory.
- Your store domain (the your-store.myshopify.com one), so we can find your account.
- The product, and the variant if the label is variant-specific.
- What you expected to happen, and what happened instead.
- A screenshot of the screen where it went wrong, including any error message.
- For anything about how the label looks on your storefront: the theme you use and a link to the product page.
- For PDF export problems: the browser you exported from.
What we can help with
- Installing LabelKit and getting your first label published.
- Products where the label needs to differ per variant.
- Labels that are not showing up on your product pages, or showing the wrong variant.
- PDF, PNG, and SVG exports for your packaging or your printer.
- Plans, upgrades, downgrades, and billing questions.
- Deleting your data, or a copy of what we hold. See the privacy policy for what that covers.
What we cannot help with
LabelKit formats and calculates a Nutrition Facts panel from the values you enter, but we are not a regulatory consultant and cannot give legal advice. We cannot tell you whether your product is required to carry a label, confirm that your nutrient values are correct, or sign off on a claim you want to make. For that, talk to a food scientist, a lab, or a regulatory consultant. Accuracy of the underlying data stays with you.
Before you email
Some answers are already written down:
- The FAQ covers compliance, variants, and print exports.
- The guides cover nutrition labels and selling food on Shopify in more depth.
- The privacy policy explains what data the app stores and how to have it deleted.
Feature requests and bugs
Both go to the same address. Send them to info@creatix.io. Tell us what you were trying to do, not just what you want built, because the workflow behind the request is usually the useful part.