[Itree1986]

they are attempting to say that the weight difference works in their favor but not in mine

Do remember that they're basing the weight when It was scanned at the carrier's depot, and not when they received the return.

Be sure to keep asking for evidence of the package condition when they received It. Given It was damaged and the Item was (apparently) stolen, It will justify the difference In weight and why the product wasn't enclosed.

This may be dead as they are insisting on not helping me and that i need to resort to fedex. i was considering threatening litigation but not sure that will be productive at this point.