Whewww, way to go Summit in rectifying a bad situation!
Though late to the party as usual, familiarizing yourself with a shipper's insurance coverage regulations will save you headaches and money.
If you're relying on an aftermarket supplier (such as AMD, Summit, etc.), be sure to purchase enough extra insurance to cover the cost of whatever you're buying. Insurance is cheap! Replacing damaged parts is time consuming and expensive.
The box chosen must have a Crush Rate Label with a weight rating sufficient to cover the part(s) inside it. Most of the time you will find it on the bottom of the box. It will look similar to this.
FedEx, UPS and USPS insurance provisions indicate the box MUST be at least three inches bigger than the part(s) inside. That empty space absolutely MUST be completely filled with some "collapsible material" (i.e., packing peanuts, plastic bags from the grocery store, inflatable bags (but they suck and are usually deflated on arrival), etc.).
If the item isn't in a proper box and/or does not have the requisite collapsible material cushioning the stuff in it, those are automatic claim denials! Have your camera ready BEFORE you open and unpack it (or open it in front of the delivery driver). Fully document everything including the damage, the box itself, and all the packing materials.
All too often people ship smaller stuff in USPS Flat Rate Boxes. Though the rates are cheap, the boxes are usually too small per their own insurance regs. They're also pretty crappy thin cardboard and regularly show up broken, missing parts (especially hardware), and often stuffed to the max.
The SHIPPER rather than the receiver is the best one to initiate a claim, and often has to be the one initiating it per the insurance rules. The receiver may be contacted later as part of the claim investigation but this is not always the case. The REALLY backwards thing is that it's the SHIPPER who receives any claim payment -- not the person who paid for the part, suffered the damage, time delays and replacement costs. They're left having to rely on the conscience and good heart of the shipper or company to reimburse them later when (and if) the check shows up.
In the thirteen years I've received and shipped parts all over the world, I have had several incoming shipping claims (usually on Flat Rate Boxes), and two outgoing claims -- one when a west coast FedEx delivery driver hoisted a big BMW dress up package onto his shoulder and lost it, dropping six feet onto my customer's asphalt driveway right in front of him. He received the $915 check FedEx sent a few weeks after I filed the claim.
The second claim became a total nightmare. It was a custom set of Mopar Performance valve covers that went to an E Body owner in Canada through the USPS. Despite being double boxed here, only the original factory shipping box (that barely fit the parts) got delivered to him after the customs inspection. They arrived with a scratch down to bare aluminum on a rib on one corner.
My customer filed the claim himself online. It turned out that he had listed himself as the shipper AND the receiver (???) ... and after it was rightfully denied finally got in touch with me.
Between hours waiting on hold to deal with the International Claims Department, writing not one but two official Claim Letters documenting my original labor and the replacement cost, and having to purchase and customize another set of valve covers because he refused to send me the damaged one (and never did), the ROI on that one job cost me more to keep him happy than the payment on the job did in the first place. He got a USPS money order from the shop (after he couldn't cash their claims check in Canada) for $525, and basically two sets of custom valve covers. I got screwed for trying to help because he misfiled the claim to begin with.
Sorry about the novel, but there's no such thing as too much information if it means getting your money back. I hope it helps someone down the road!!!