Package arrived damaged and fire pit cracked. Called support for replacement and was transfered to another company (route) that was going to order replacement, free of cost, because i had purchased shipping protection. received new order confirmation from Route same day that i spoke to associate. However, 6 days passed without any updates. Logged back into Ash & Ember and saw that new order for replacement was cancelled. Tried calling customer support for over 3 hours trying to speak to an agent without any luck. Finally was connected to an agent who also was unclear of status (said, replacement was listed 'pending'). Now waiting for over a week for replacement without any updates.