CS could have made an exception to the rule & send out another replacement.
Instead they told me they could do nothing if I didn't have theft insurance purchased.
I had the same thing happen w/ another package delivered that was missing. Based on the photos, the driver stupidly left the package on the ground, in front of mailboxes, in an unsecured, busy traffic area. In this instance when I complained to the company, they decided to send me a free replacement. That is a company worth my time!!