I initially received this screen damaged: 
1. box was not sturdy enough for large size so frame was bent.
2. screen had 2 separations from frame and not at the bent location.
3. wire in screen had 2 damages and not evenly spaced
I called customer service. They were very accommodating and apologetic. I was told that the screen was on back order and a replacement would arrive in 5-6 weeks. I ended up receiving in less than 2 weeks in good order. I love this screen and it really upgrades the look of my fireplace.