Contact information
Contact Fillis
We're a small team building heavy-duty magnetic and retractable screen doors for U.S. and Canadian homes. Below is everything you need to reach us, plus typical response times so you know what to expect.
Customer service email
For order help, returns, install troubleshooting, or product questions:
Email: support@ifillis.com
Response times
- Order help & shipping questions: within 24 hours, Monday–Friday
- Install troubleshooting & sizing questions: within 1 business day
- Return requests: within 1 business day; approved refunds issued within 10 business days of approval
- Wholesale or partnership inquiries: within 2–3 business days
What to include in your email
To get you the fastest answer, please include in your message:
- Your order number (if applicable; format is #1000+)
- The product handle or SKU you're asking about
- A short description of the issue, plus photos if it's an install or quality question
Returns & refunds
Eligible non-custom products may be returned within 30 days of delivery, subject to our refund policy. Items must be unused, in their original packaging, and include all parts and accessories. Installed or used items, Final Sale or clearance items, and gift cards are not eligible for returns.
Return shipping is the customer's responsibility for non-quality-related returns, including a change of mind, choosing the wrong size, or incorrect measurements supplied by the customer. We do not provide prepaid return labels for these returns.
If an item arrives damaged, defective, or not as described, including a size supplied incorrectly by us, please contact us within 7 days of delivery with your order number and photos. We will evaluate the issue and cover return shipping where a return is required for these reasons.
Custom-made products are not eligible for ordinary returns or exchanges, including for a change of mind or incorrect measurements supplied by the customer. This does not affect support for damaged, defective, or incorrectly supplied items.
Contact support@ifillis.com before sending any item back. Returns sent without prior approval will not be accepted. See our refund policy and shipping policy for details.
Custom Size Measurement Mistakes: 40% Off a Replacement
If your custom-made product does not fit because you supplied incorrect measurements, you can order a replacement at 60% of the regular product price for the corrected size (40% off). Contact support@ifillis.com with your original order number and corrected final finished dimensions before reordering. We will confirm the measurements and replacement price with you before production.
Operating hours
Support inbox is monitored Monday through Friday, 9 AM–6 PM Pacific Time. Emails sent over the weekend are usually answered first thing Monday.
Press & partnerships
For media requests, retail partnerships, or wholesale orders, please use the same support address and put "Press" or "Wholesale" in the subject line so the right person picks it up.