In order to clarify what we do and how, we think that writting this explanation is the best way for better understanding.
We are a theme developer company, wich makes a big effort every day to make better the themes we sell. Our attention is focused on improving the functionality of our themes. In this way, we work very hard to help our customers to solve issues that may have been ignored before we post our themes. Because of this, we do not have the necessary time to focus on customizations (like “how do i...?”) questions. We explain this in our Support Policy, and we try to answer as much as these questions as we can, but that it is not the main service we provide.
In our site we offer support in the forum, documentations with the instructions in order to know how to install our themes, and also a video tutorial and a written tutorial with the same topic and others topics related to Magento functionality. We are willing to make a lot more tutorials with topics that our customers can propose to us. Magento is a software which provides many advantages, and it is our goal to make them achievable and easy to handle for our customers.-