When our wood burner arrived, I was thrilled until we opened the crate, the front tray was damaged. I emailed right away and I sent pictures. Someone got back right away and said he couldn't promise anything but said he would send the pictures to the manufacture. Shortly after he got back and said the new part would be on the way. About a week and a half later, we received a new tray. Very easy to get in touch with and they are willing to help in any way. Great company. Thanks again!