Our Entertainment Earth direct-to-consumer division operates under different guidelines than EE Distribution.
Manufacturers ship products to Entertainment Earth in every condition imaginable, and don't typically value the condition of the packaging like you (and we) do. However, products are rarely defective or arrive truly damaged.
Packaging scratches and dents are common and not considered damage. Items that have these types of scratches or dents cannot be returned to manufacturers; therefore, Entertainment Earth has developed a proprietary process to ensure the condition of each collector item shipped. This process works because retail customers buy small quantities and pay higher retail prices. This type of service isn't cost-efficient or feasible to conduct for larger EE Distribution orders.
We encourage EE Distribution clients to develop a process for dealing with collector-grade items, such as charging more for collector-grade or less for packaging with dents or scratches.