Hello, the glass will not burn your toddler. The heat comes out of the grate above the glass. We do suggest they do not touch the grate though as it can become warm. Thank you.
We apologize for the inconvenience of your broken part(s) and we understand that it's important to fix this problem and want to help. Our friendly customer service team is available Monday - Friday from 9:00 a.m. to 5:00 p.m. CST and can be reached through this toll-free number 1-800-489-3351. Please let us know if there is anything we can further help you with. Again, we appreciate your purchase and want to fix this issue as quickly as possible. All reviews are shared with our product development and quality control departments to improve the overall consumer experience. Thank you.
Yes we did
So, update!! I needed this answer, but got it. I contacted the manufacturer and they started a claim for me and actually we found out after pulling the fire place back out that the relay had burnt, and that's the reason the fire place stopped producing heat. They gave me no hassles and mailed me a whole new insert fire place, and I mailed the one that doesn't work anymore back to them. No hoping that this one doesn't go out!