This almost never happens in the US. They fight you tooth and nail and will try to make you prove the packing was up to their standards and more. Since that is always changing you almost never win and that is coming from someone who spends thousands a week on shipping. I never make my customers go through that!
Luckily you got a ton of guys here that are more than happy to help as as I mentioned earlier I'll do my best to help when I get back too if you are still having issues. This is why I love this forum