Tonearm Shipping Issues

Hi all.

I recently sold a tonearm (SME 345) to a gentleman in the LA area. I live on the outskirts of Toronto, so obviously it had to be shipped cross-border. I sent it (fully insured) via UPS. I had all original packaging and I packed it quite well, and had UPS double box it with Styrofoam peanuts between the boxes.

It left here in pristine condition, but did not arrive in that condition. It was obvious that customs opened the boxes, and just tossed everything back in with no care whatsoever. tools, and fasteners were not placed back in the plastic bags. They were not placed back in their respective compartments either. So once the buyer opened the box it was a mess. The arm was not damaged, but had a really ugly scratch on one side, presumably from the loose tools/fasteners bouncing around.

Tomorrow I will file an insurance claim with UPS and see how they treat this.

My question is; has anyone else had a similar issue? How did you deal with it, and what was the outcome?