FAQ

You can get the answer to 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 for 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.

Having trouble finding your Primus product?

Primus recently relaunched in Australia with a focus on only providing the highest quality European designed products. The primus outdoor products reach back to 1892, Primus stoves have been on polar expeditions, on the first trip to summit Everest and many more adventures and expeditions over the years. With this relaunch, there were some products that were made under licence with the previous importer that no longer exist.

If you are looking for a product or spare part on this site and cannot find it, here is what we suggest:

  • Know what product you are searching for, check for packaging or markings that might help.
  • Have you contacted the retailer where you purchased the product?
  • You could visit retailer websites or Primus international sites to cross-reference product names or part numbers.

For a short period of time, there were some Primus branded products that were made under license and may no longer be available. If you think your product may be one of these, or you have a warranty or parts request for one of these products, you could try contacting Companion Brands on 1300 657 022 to see if they can help. If your product is not on our website, it is likely one of these products.

Still having trouble? We might not have all the answers but feel free to contact our customer service team here.

Do I need an account with you?

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

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 size or colour, 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 our Customer Service team at support@primusoutdoor.com.au 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 email Customer Service immediately, and they will do their best to fulfil 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 the 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@primusoutdoor.com.au 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 in to 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 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 into 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 Outdoor 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 Outdoor stores?

Yes, you can. Please find more details on Shipping & Returns page.