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Live arrival

Live arrival guarantee

Use this route when livefood arrives in a condition that does not look right. Quick checks and clear photos help the team resolve it fairly.

Contact supportShop livefood

Helpful details

How to use the guarantee

Inspect

Check the parcel straight away

Livefood should be opened promptly after delivery and moved out of transit packaging when needed.

  • Check temperature, movement, and ventilation.
  • Do not leave livefood in direct sun or cold.
Record

Take clear photos

Photos of the outer box, inner packaging, and affected livefood help support understand what happened.

  • Keep the packaging while support reviews it.
  • Include the delivery date and order number.
Contact

Send the details in one message

A complete first message usually gets the fastest resolution.

  • Order number and postcode.
  • Photos and a short description.

Next step

Useful links

Arrival checksHealthy arrival checklistA quick inspection flow when livefood reaches your door.Storage tipsLivefood storage tipsKeep feeders fresh after delivery with simple storage checks.Delivery helpDelivery help for livefood ordersDispatch, courier timing, and what to check when a parcel is delayed.Silkworm Store helpContact Silkworm StoreOrder, delivery, subscription, and livefood support.