You should definitely ask for a replacement, and I think you can request a different carrier. They used to use Purolator/DHL, and there were issues, so I asked them to use FedEx. I guess enough people had problems so they switched completely. I don't know how much good switching to UPS will be, but it's worth a shot. I know that in my specific area the FedEx packages generally look better at the destination than the UPS boxes, but I'm sure it varies wildly.