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        WEBSHOP:
        COMMON QUESTIONS


        You can get the answer for most of your questions here at the Frequently asked questions page.

        How do I search for a product?

        For your convenience we have designed many different options to filter or search among our products. At the top navigation, you can browse through the categories and then refine what product type you are looking for. You also have the option to filter into e.g. Activity and/or Color.

        If you know exactly what you need, you can use our search facility, type it in and you will find everything related to your search.

        When you have found what you were looking for, simply click "Add to cart", and return to shopping or follow the screen instructions to fill in payment and delivery details.

        Do I need an account with you?

        No you do not need an account to shop with Primus.

        However, creating an account will allow you to order without having to fill in your details every time you shop with us. You will also be able to view your order history and track your current orders.

        Can you give me more information on your products?

        We try to publish as much useful information as possible about each of our products, to help you purchase the items that suit you best.

        The product page for every item includes sizing, a short and long description, a material description, images as well as a product movie and related movies which highlights, e.g. the material. If you have any further questions, please do not hesitate to contact the Customer Service and we will do our best to answer your questions as quickly and completely as possible.

        I have just placed an order. Can I cancel or change it?

        Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.

        You have an option to cancel but you need to be quick about it. Please call Customer Service immediately, and they will do their best to fulfill your request.

        However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

        For additional information about cancelling your order, check our Returns Policy. If your order already has been shipped, you will need to return the order to us.

        How can I change my address?

        If you already have an account, you can change your details by logging in My Account. Simply choose "Change Address".

        I have seen something advertised, but cannot find it on the site?

        Just type the name of the item into the search box or go to the specific category at the top of the homepage, and it will take you straight to the right product.

        If you cannot find it, or if you are not sure what you are looking for, please contact Customer Service with as many details as you can remember, and we will try to track it down for you.

        I am not receiving your newsletters?

        If you are not receiving our regular newsletter, you could be missing out on exciting news. The most common reason for this is that your email software is marking emails from us as junk mail and sending them to your spam folder. To stop this from happening, please add newsletter@primus.com to your email address book, then our emails should come through just fine. If you checked this and are still not getting the newsletter, make sure you typed in the correct email address when you signed up with us. Sign into My Account or get in touch with Customer Service, and we will do our best to sort it out for you.

        I am having general problems accessing or purchasing from your website

        If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system. In order to enjoy an excellent online experience, we recommend updating your internet browser on a regular basis by using the latest versions for your respective browser.

        If you are still having problems using our site, please feel free to get in touch with Customer Service and we will be happy to help. 

        To help us look into your problem, please try to include as many of the following details as possible:

        • Your Operating System (e.g. Windows XP, Mac OS 10.0),
        • Internet Browser (Internet Explorer 7, Google Chrome),
        • What URL you were trying to access (e.g. http://www.google.com),
        • Which time the problem occurred, and
        • Please copy and paste into the email any error message that appeared on your screen.

        I cannot view the videos

        If you cannot view our videos, please make sure you have Abode Flash Player 9 or higher installed on your computer. If you do not have it, simply click here (http://get.adobe.com/flashplayer) and follow the instructions to install. Are you still having problems after installing version 9, please contact Customer Service.

        I am having problems with my shopping cart

        If items are disappearing from your shopping bag, this may be because you are using your internet browser's “back” button, rather than selecting one of the “Continue shopping in...” links on the shopping cart page.

        If you are still having problems, try deleting the cookies on your PC. Usually, you need to select the tab “Tools” on your internet browser to clear the browsing data.

        I cannot sign into my account

        When you want to shop with us or access your account, we ask you to sign in. If you cannot remember your password, just type your email address in to the "Forgotten Your Password" box on the sign in page, and we will send you a reminder which includes your password.

        You can change your password, main email address or any of your other details at any time just by signing in to My Account.

        If you still have problems signing in, or have any other queries, please contact Customer Service.

        My payment has been declined

        A payment decline can happen for a number of reasons. Please check your Primus account details to make sure that the card details such as the card type, validity date, name and your billing address are the same as the card is registered to.

        If the problem continues, please enter the details of another card.

        Please contact Customer Service, if the problem persists. They will try to advise you further.

        I have seen an item which it seems to be no longer in stock

        Some of our most desirable products are running out of stock very quickly, so be quick before it’s gone. However, some of our products are running styles which will be frequently restocked. Keep an eye on the shop or visit our Store Finder to contact a retail store near you.

        Is it possible to return online purchases in Primus stores?

        We are currently not able to provide returns in store for purchases made online. Please read our Return Policy for more information or call our Customer Service.

        PRODUCTS:
        COMMON QUESTIONS

        Here, under Common Questions, we have compiled a list of the most frequently asked questions and answers. In most cases you will find what you are looking for. Should you not find your question or a satisfactory answer, please contact us direct via e-mail.

        General

        Are your products BPA-free?

        All of our products are BPA-free except the utensils in the Field Cup Set.

        Which stove is right for me?

        Depending on the user and the situation, the stove is subject to different requirements. We have therefore divided our stoves into three categories: Campfire, Trekking and Expedition so you can get an overview and better understanding of what you can expect from our various stoves. See the guide.

        Piezo igniter

        Many gas stoves today are equipped with a Piezo igniter, which is very convenient. They are either built in or come as a seperate device to your stove.  All you need to do is to turn on the gas and press the button on the Piezo, which generates a spark and the stove is ready to use. It's always good to bring a lighter and matches as a back up on the trek as piezo igniters can fail to work. 


        FUEL

        How much fuel do I need for my trip?

        The amount of fuel required depends on what stove you are using, how well protected it is from wind, surrounding temperature, and, most importantly, what food you are cooking. To minimize fuel consumption, ensure that the stove is well protected from wind and that you are not running the stove on full power. Running the stove on ¾ effect maximizes efficiency.

        For stove-specific information, see your stoves manual where you will find information on how many minutes the stove will burn using 230g gas.

        How much gas is needed per person, per day in the summer/winter?

        1 day, summer:
        Conventional stove: 100 gram.
        Eta-stove: 50 gram. .
        1 day, winter:
        Conventional stove: 230 gram.
        Eta-stove: 100 gram. .
        2 day, summer:
        Conventional stove: 230 gram.
        Eta-stove: 100 gram. .
        2 day, winter:
        Conventional stove: 450 gram.
        Eta-stove: 230 gram. 

        What gas should I use?

        Primus Summer Gas
        Primus Summer Gas™ is a gas blend optimized for summer conditions when temperatures reach 15C/ 60 F and above. At these temperatures a regular gas blend will make most stoves run less efficient resulting in higher fuel consumption than needed.

        Primus Power Gas
        Primus Power Gas™ is one of the most versatile 3-season gas blends available. It delivers excellent power in summer as well as spring and fall. Even if the temperature drops below freezing it will deliver. Its versatility makes it suitable for situations where the weather and temperature conditions are uncertain.

        Primus Winter Gas
        When the going gets tough and the mercury is way below freezing most LP gas blends don’t perform very well. Primus Winter Gas™ is optimized to deliver reliable performance even in cold conditions. Through a combination of an innovative inside and the best gas blend Primus Winter Gas™ gives that extra power needed to melt snow or prepare that life saving meal. In cold conditions the canister pressure decreases under use making the stove run with less power or not at all. The innovative inside called Vapour Mesh™ will keep the pressure higher making the stove run better. After 60 minutes of cooking it will be approximately 9% more powerful than a similar gas blend without the Vapour Mesh™. After 120 minutes of use it is close to 15% more powerful. This difference will be what is needed to get the last gas out of the canister in cold weather. This is made possible with the Vapour Mesh™ since it increases the surface on which the gas liquid can evaporate under the inside pressure.

        Read more about our gas here.

        In what countries can I buy gas and power fuel?

        Primus is sold in over 70 countries so you always have quality products you can trust close at hand. Find your nearest retailer.

        Can I bring gas canisters on a flight?

        It is forbidden to carry flammable fuel on passenger aircrafts in your carry-on or checked luggage. When transporting your fuel bottles during air travel, make sure you empty the bottles of all fuel, wash carefully with soap so no fuel residue remains. Luckily, primus gas is sold in over 70 countries so you can refill your fuel bottles at your destination! Find a retailer at your destination.

        Where do I dispose of used gas cartridges?

        Empty cartridges are sorted and recycled as metal. Note that this applies only for cartridges that are empty and punctured. If your cartridge isn't empty, it must be disposed of as hazardous waste. To empty the gas cartridge use a stove or a lantern and puncture with a can opener or similar tool.


        USAGE AND MAINTENANCE

        Where can I find instructions for my stove?

        You can download Primus user manuals containing a more detailed description of your outdoor stove. We also have instructional videos on our YouTube channel.

        Which stove is right for me?

        Depending on the user and the situation, the stove is subject to different requirements. We have therefore divided our stoves into three categories: Campfire, Trekking and Expedition so you can get an overview and better understanding of what you can expect from our various stoves. See the guide.

        How do I clean my Multifuel stove and fuel pump?

        Remove soot, food particles and grease with a clean cloth. To clean the spider use a lint-free cloth, or a stiff brush. The tubes can be cleaned inside with compressed air or a pipe cleaner. When using liquid fuels, the jet should be cleaned regularly for optimum, trouble-free operation. If the appliance is used for long periods or with poor quality fuel, the control spindle will require cleaning.

        Cleaning the jet 
        1. Close the shut-off valve and gas control, and unscrew the cartridge or fuel bottle. 
        2. The jet can be cleaned in situ or when unscrewed from the appliance. 
        3. Clean the jet using the cleaning needle supplied with the appliance. 
        4. Refit the jet and screw it home securely to ensure a good seal. Fit a Primus cartridge for added safety and check the joint with warm soapy water. The appearance of bubbles indicates that the joint is not sufficiently tight.

        Cleaning of control spindle 
        1. Unscrew the locknut using the multi-tool. 
        2. Unscrew the spindle. 
        3. Carefully clean the three grooves at the tip of the spindle, for example using a fingernail. Take care not to damage the spindle threads.

        Ensure that the spindle O-ring is intact and check its tightness following reassembly. For extra safety use a Primus cartridge and check the tightness of the joint with soapy water. The presence of bubbles indicates that the joint is not tight. Read your stoves manual for more information.

        How do I store my stove and fuel pump?

        Never store the stove with fuel in the system. Also, make sure that the fuel pump is taken out from the fuel bottle. After you have stored your stove for a long time, always check that O-rings and gaskets are in good condition.

        Can I use ETA-pots with other burners?

        Our Eta pots are optimized for use with Eta stoves. If you want to use a non-Eta Primus stove, use a large pot on a large burner and a small pot on a small burner for best efficiency.


        TROUBLESHOOTING

        My piezo igniter does not work.

        First, adjust the tip of the piezo so that it is ca. 5 mm away from the burner. If the piezo does not click or has melted, contact your local primus dealer.

        My stove does not have the same power as it used to.

        Gas stoves 
        Clean the jet. Residue and soot can collect in the jet and stop the flow of gas. This results in lower or no output. Remove the jet and use a cleaning needle from both sides of the jet.

        Multifuel stoves 
        Double check that you are using the correct jet and fuel. If using liquid fuel, make sure you have sufficient pressure in the fuel bottle. If all the above is correct, remove the jet and clean it using the needle. Also, take out the spindle and clean it to make sure no soot or residue is left. If you have access to pressurized air, use that to clean the tube. To avoid cleaning your stove as much as possible, use a clean fuel like Primus gas or Power Fuel.

        My fuel pump is not working.

        If the pump does not pressurize the fuel bottle, check the leather gasket by opening the pump from the top, underneath the handle. Remove the rod and inspect the leather gasket. Make sure it’s greased and big enough to fill the space in the cylinder. If not, widen the diameter by gently pushing the sides. Use the silicon grease that came with the stove to make it seal better.


        SALES

        How do I become a Primus dealer?

        Contact the distributor in your country.

        Where is my closest Primus dealer?

        Primus is sold in over 70 countries so you always have quality products you can trust close at hand. Find your nearest retailer.

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