Which product should I start with?
Start with a starter box or a small leaf-litter pack if the tank is new to botanicals. Add slowly, observe livestock and build the effect over days rather than all at once.
Customer confidence
FAQ should remove fear before checkout.
Blackwater customers need more than product names: they need preparation, dosing, safety, delivery and support answers in plain English.
Buying questions
Before the customer orders.
Are the botanicals ready to use?
They should still be rinsed and prepared before entering the aquarium. Product pages explain whether to rinse, hot-steep, boil briefly or add gradually.
Will botanicals lower my pH?
They can influence water, but the result depends on KH, source water, tank volume and stocking. The site should always guide customers to test and dose gradually.
Is white biofilm normal?
Yes, a light white film is common on new leaves, pods and wood. Shrimp and snails often graze it, but customers should remove anything that smells foul or causes livestock stress.
Can I use these with shrimp, bettas or community fish?
Most product pages include suitability notes. Customers should match products to livestock, tank size, flow, oxygen level and the amount already decomposing in the system.
How much is delivery?
Standard delivery is £3.99, with free delivery when the product subtotal reaches £60.
Will I get tracking?
The dispatch email should include the Royal Mail service and reference where available. The site should not promise full tracking unless the selected service supports it.
When will my order be dispatched?
Orders should be packed after payment confirmation. The dispatch email should be sent only after the label/reference and dispatch step are confirmed.
Where can I check my order status?
The direct store now has an order-updates preview route. In the live store, it should show customer-safe payment verification, packing, Royal Mail 48 and dispatch email states for that customer's own order.
What emails should I receive?
The final store should send order confirmation after verified payment, dispatch update after the Royal Mail step, and support/refund updates only after admin records the decision.
What happens if payment is cancelled?
No order should be treated as paid, no stock should be reserved, and no parcel should be packed. The customer should be able to return to checkout or rebuild the basket calmly.
What if my parcel is damaged or the wrong item arrives?
Contact support with the order number and clear photos of the packaging and contents. The packing/order record can then be checked and a fair replacement or refund decision made.
When will checkout and accounts be live?
The independent store is being built in layers: catalogue, checkout, order emails, payment handoff, Royal Mail workflow, backend/admin protection and optional accounts.
Support topics