did you ship the device out according to their specifications? normally this is at least an inch or two of bubble wrap followed by packing around the device so that there is zero room for it to shift. i've never had a problem with electronics being shipped like this.
damage could occur if the device shifted in the box regardless of the outter condition of the box.
if there was damage due to shipping does the carrier you shipped with have insurance on packages? if you chose one without insurance on the package you could have dug yourself a hole here. always ship with an insured package in case of issues such as this.
sapphire shouldnt have a problem in giving you a number to call for support but some electronics vendors have been known to have poor customer service. while not illegal per se it is very shady. if the package was insured i would point that out and try to get compensated. if it wasnt then perhaps deal with the bbb or other outlet as there isnt much you can do to get immediate results.