To Stephan, the antagonist party of this thread. You can buy 4' by about 15packs of 3/4" styrofoam at Lowes or Home Depot, packs of 6 for $6-7, and cut (with a box cutter) to fit your boxes. Its that "ounce of prevention, pound of cure" thing. It may not have saved this animal, but its real good procedure with every shipment.
As for delivery times, there are times when UPS will not guarantee a 10:30 AM delivery, at times only guaranteeing noon, or even "end of day", if one is too far off the beaten path. In such situations, and you can find this out when you set up the order, you can look to have the customer stop in at a local UPS store to see when they usually receive their packages (sometimes just a severa lmile difference between someone being in the boonies, or on a highway) makes a lot of difference, and if advantageous, ship to that UPS store for the customer to pick up. Or ship it as a "Hold for Pick UP" to the UPS Customer Center, and have the customer drive there. It'll be there before the sun is barely rising, and it will stay there until pick-up, not out all day on a hot truck.
Hope it all works out, and parties move-on the wiser.