Q: What is SafeFlame?
A: SafeFlame is a small, community-driven business dedicated to providing safe, high-quality LED candles as a flameless alternative to traditional candles. We supply RSLs, schools, councils, churches, businesses, and individuals across Australia.

Q: How long has SafeFlame been in business?
A: We have been proudly supplying LED candles for over 10 years, helping organizations and communities with their events and commemorations.

Q: What inspired SafeFlame?
A: We saw a need for safe, reusable, and long-lasting candles for memorials, vigils, and events. Our goal is to provide affordable, high-quality LED candles to those who need them.

Q: Who is behind SafeFlame?
A: We are a small but passionate team that values community, safety, and reliability. Every order is handled with care, ensuring that our customers receive the best service possible.

Q: Do your LED candles flicker like real candles?
A: Yes! Our LED candles have a realistic flickering effect, creating a warm and natural glow.

Q: Do SafeFlame candles have built-in batteries?
A: Yes, all our LED candles come with a built-in battery that cannot be removed or replaced.

Q: How should I dispose of an LED candle after use?
A: Since the battery is built-in, the candle must be disposed of properly at a battery recycling bin or e-waste collection point. Do not throw it in regular household waste.

Q: Are SafeFlame candles reusable?
A: Yes! Our candles are long-lasting and reusable, making them a cost-effective and eco-friendly choice.

Q: Can LED candles be used outdoors?
A: Yes! Our plastic LED candles are designed for outdoor use, while wax LED candles are best suited for indoor settings.

Q: Do you offer custom branding on candles?
A: Yes, we provide custom printing options, including logos and messages. Contact us for details.

Q: Do you offer customised printing on your candles?
A: Yes! We offer custom printing on our LED candles, perfect for branding, events, and special messages.

Q: How much does custom printing cost?
A: The pricing for custom printing is:

• $0.25 per candle for the printed text or logo
• $75 setup fee per custom design or text line

Q: Is there a minimum order for custom printing?
A: There is no minimum order, but we recommend purchasing at least 100 candles since there is a flat-rate shipping fee and a one-time setup fee.

Q: What can I print on the candles?
A: You can print text, logos, or symbols, depending on the design. The print area is limited, so simple and clear designs work best.

Q: How do I place an order for customised candles?
A: Email us at info@safeflame.com.au with:

• Your desired text or logo (attach any design files if applicable)
• The quantity of candles you need
• Your contact details and delivery address

We will review your request and provide a proof before printing.

Q: Will I get to approve the design before printing?
A: Yes! Before your order is printed, we will send you an art form for approval. Once you confirm that everything is correct, we will proceed with printing.

Q: How long does custom printing take?
A: Please allow 1-2 weeks for the customisation process, plus shipping time. If you need them urgently, contact us to check availability.

Q: Can I see a sample before my order is printed?
A: We provide a digital proof for approval before printing. Physical samples may not be available for small orders.

Q: Do you ship Australia-wide?
A: Yes! We ship to all states and territories across Australia.

Q: How much does shipping cost?
A: Shipping fees depend on your location:

• NSW, VIC, ACT, QLD: $25
• TAS, SA, WA, NT: $35

Q: How long does delivery take?
A: Delivery times depend on your location and the courier service:

• Standard Shipping: 2-8 business days
• Express Shipping: 1-5 business days

Remote areas may take longer, depending on the courier.

Q: Can I pick up my order in-store?
A: Yes! Pick-up is available at our store Monday – Friday, 9 AM – 5 PM. Choose "Pick Up" at checkout or let us know when placing your order.

Q: Do you offer express shipping?
A: Yes! If you need your order urgently, contact us to check availability for express shipping.

Q: Does SafeFlame offer credit accounts for non-profits?
A: Yes! We offer a 14-day credit account to approved non-profit organizations, allowing them to place orders without upfront payment.

Q: Who is eligible for a credit account?
A: Only registered non-profit organizations are eligible, including RSLs, schools, councils, churches, charities, and other recognized non-profits.

Q: How do I apply for a credit account?
A: Contact us at info@safeflame.com.au or call (02) 9889 5511 to request approval. We may ask for proof of non-profit status before setting up your account.

Q: When do I need to pay if I use the credit account?
A: Payment is due within 14 days of the invoice date.

Q: What happens if payment is not made within 14 days?
A: Late payments may affect future orders, and we may require upfront payment for future purchases. Please contact us if you need an extension.

Q: Can I use the credit account if I’m not a non-profit?
A: No, the credit account is only for approved non-profit organizations. If you are not eligible, payment must be made before your order is processed.

Q: How do I make a payment once I receive my invoice?
A: You can pay via:

• Bank Transfer (Westpac Bank – BSB: 032-289, Acc No: 520029, Ref: Invoice No.)
• Phone Payment (Call (02) 9889 5511 with your card details)

Q: What payment methods does SafeFlame accept?
A: We offer multiple payment options for convenience:

• Bank Transfer (Westpac Bank – BSB: 032-289, Acc No: 520029, Ref: Invoice No.)
• Phone Payment (Call (02) 9889 5511 with your card details)
• Non-Profit Credit Account (Approval required, payment due within 14 days)

Q: Do you accept all credit cards?
A: We accept Visa, Mastercard, and most major credit cards. However, we do not accept American Express.

Q: How do I pay by bank transfer?
A: Transfer the total amount to our Westpac Bank account and use your Invoice Number as the payment reference.

Q: Can I pay over the phone?
A: Yes! Call us at (02) 9889 5511 with your order number or invoice number and your card details ready.

Q: Can I pay with cash?
A: Yes, but only for pick-up orders at our store (Monday – Friday, 9 AM – 5 PM).

Q: How does the Non-Profit Credit Account work?
A: Approved non-profit organizations can place orders without upfront payment. Payment is due within 14 days of the invoice date.

Q: What happens if I don’t make a payment on time?
A: Unpaid orders may be delayed or canceled. If you're a non-profit account holder, late payments may affect future credit approvals. Contact us if you need an extension.

Whether you have a question about our products, need help with an order, or want to discuss a custom request, our team is here to assist you.

📧 Email: info@safeflame.com.au
📞 Phone: (02) 9889 5511
🏢 Address: Unit 28/43-51 College St, Gladesville NSW 2111
🕒 Business Hours: Mon-Fri 9AM-5PM

We look forward to hearing from you!