carnut 68 and others are on the right track. The seller should file a claim with the Shipper who is responsible for the product until it is signed for at its destination. Since the seller hired the shipper, it is on them to initiate the claim. It is on you to inform the seller that the product has not shown up- that's really about it. In my world, we wouldn't make the buyer file the claim as we have all the info in front of us and are paying for the shipping. Also, you purchased from the seller for an agreed value. What they chose to insure it for is their business- they owe you the product - or a refund. What occurs between the seller and shipper is not your issue.