Frequently Asked Questions (FAQ)
The questions that Petromax receives each day show the great, constant interest in our company, the brand and the products. We gathered the most frequently asked questions to establish the following list and supplied some helpful answers.
How do I proceed in case of a complaint about my product?
If, occasionally, a product does not completely meet your requirements and you would like to contact us to solve a potential problem or complain about a product, you best proceed as follows: Always send your request via e-mail including the receipt, pictures or videos of the product as well as your complete contact details. You can be certain that we will process your e-mail in a timely manner. If, however, it does take somewhat longer at the time our service team is dealing with an increased number of requests.
Please refrain from sending a second message with the same subject or from leaving an additional message on the answering machine as this will lead to an increased workload in the service department. Your satisfaction is our very first priority and we, therefore, guarantee that we are there for you and your request as soon as possible.
Cleaning Loden: How do I clean Petromax Loden the right way?
Your equipment made of Petromax Loden is absolutely low maintenance. It’s because Loden is both spark resistant and odour resistant by nature, you can wear your Petromax Loden clothing on exhausting trips or around a campfire without absorbing body odour and smoke.
It is sufficient to air your Petromax Loden the next day in order to make it smell fresh again. In case your clothing got really wet, let it dry in lying position (do not hang up). Let dry persistent dirt (mud etc.) and remove it then with a soft clothes brush.
Usually, your Petromax Loden clothing needs no washing. It’s okay to take it to wash it from time to time with the specially developed Bio Hand Wash Detergent or to have it dry-cleaned from time to time.
Your Petromax Loden is iron-safe because in doing so you smooth the wool fibres and thus support the water and wind resistance. Set your iron at medium temperature and smooth the clothing surface with little pressure. You should cover the chest and shoulder areas with ironing paper.
Are Petromax products also independently tested?
The cast iron used for our products such as Dutch Ovens, Skillets, Loaf Pans and other cast-iron items is regularly checked for food safety by an independent institute. All other products intended to come into contact with food are also regularly tested.
Where can I buy Petromax products, accessories or spare parts?
Please contact a retailer whom you trust. You can find a retailer in your vicinity within our worldwide network of retailers. Many of our partners also sell our products online: you can find them with the same search engine. Or you can order directly in our Petromax online shop.
How can I use my Petromax products properly?
Ideally you have carefully read the user manual and/or the instructions on the packaging of your Petromax product. In the user manual and/or on the packaging, you can find tips and tricks on how to use the product properly.
The user manual is lost? You can find the suitable user manual on the respective product page in our online shop also as PDF for download. If you still have questions, do not hesitate to contact us.
How can I properly care for my Petromax products?
For us, a product is good only when it is durable and resistant. Nonetheless, you will enjoy your product for a longer time if you care for it and use it properly – as described in the user manual.
Moreover, we offer various accessories that make it even easier for you to clean and care for your product properly. Just have a look at our Care Conditioner for Cast and Wrought Iron, the Bio Cleaner for Soot and Fire Traces, the Technical Petroleum Jelly or the Cleaning Polish and the soft Polishing Cloths.
How do I apply the Care Conditioner for Cast and Wrought Iron?
After usage of your cast and wrought iron cookware, please clean it with clear water and dry the surface thoroughly. Apply a thin layer on the still warm surface. Please store your product open at a dry and well-ventilated place. Now your product is ready to use it in the fire again. There is no need to rinse Dutch Ovens and Co. as the Petromax Care Conditioner consists of natural, food safe and tasteless ingredients.
Your cast iron and wrought iron companion is well protected and preserved in case you repeat the care process after each utilisation.
Do Petromax Cast-Iron products need to be seasoned?
All Petromax cast-iron products are pre-seasoned. You do not need to season them before the first use, as we did that for you. Delivered ready-to-use you can – after a brief rinsing with hot water – try them out immediately. Please make sure to never let seasoned cast-iron products come into contact with dishwashing detergent.
For a long lifespan cast iron needs some care. If the patina has been affected or your Petromax Cast Iron shows spots of rust at places, due to too much moisture in stowage, you can counteract easily with a few simple steps. Petromax Cast Iron is robust and forgives small handling errors. If such a case arises, according to the intensity of the rust, you either just need to add some grease (due to longer preservability we recommend Petromax Care Conditioner for Cast and Wrought Iron) or re-season your cast iron. How you handle that task you find out in the user manual for Petromax Cast Iron on page 4.
Can I send my Petromax lamp or other products for repair?
We offer you a warranty period of two years from the date of purchase. If you cannot use your product properly due to a defect in material or manufacturing, you are entitled to a warranty repair. For that purpose, contact the dealer who sold the product to you. The warranty does not cover and is invalidated by improper use or misuse of our products. Outside of this period of two years, we do not offer any repair.
Can you sell one of my old Petromax lamps or other products?
No, we do not purchase second-hand products. Furthermore, we sell new goods only.
Do you offer a factory outlet?
There is no classic factory outlet. However, in April 2018, we opened the Petromax Product World at our production site in Magdeburg.
At this exhibition area of more than 200 square metres, we present all products of the traditional brand Petromax.
You are invited to have a close look at the assortment, touch it, and of course buy it. If you desire, we offer a personal and detailed product consulting on-site.
Opening hours of the Petromax World:
Monday to Thursday 9am – 4.30pm and Friday 9am – 3pm
Do you offer factory tours?
No. Due to insurance reasons we do not offer tours of our production site in Magdeburg.
How can I get support and sponsoring from Petromax as a blogger, video blogger or event organiser?
Every month we receive numerous requests for the sponsoring of events, bloggers and video bloggers. We would like to support each project but we simply cannot, and we thus must decline many requests. Nevertheless, if you are convinced that Petromax is the right sponsor for you, feel free to contact us. We regularly look through the sponsoring requests and we are looking forward to inspiring, exciting, bold and ground breaking adventures and people.
Important for us:
- What is your project and how are you going to make it happen? What can you already show us?
- How will the project be documented and published? (Blogs, magazines, social media, etc.)
- How can we help you with your project? Which products are you interested in and why?
Where is Petromax produced?
Since 1910 the dragon brand Petromax stands for German engineering skill, tradition and highest quality. Until today, this mission statement accompanies us on a daily basis, especially when it comes to development and production of our products.
As a result, the Petromax High Pressure Lamp is assembled by hand from more than 200 individual parts in our manufacture at Magdeburg company location. All our products originate from in-house development at company headquarters in Germany. Every day our product development department, a team of engineers and product designers, designs, constructs, tests and improves new products in Magdeburg. In terms of production of our natural and traditional clothing fabrics in Germany we strongly pay attention to animal welfare – for instance the Loden made in Germany is produced 100 % mulesing free. Also, a considerable part of our cooking equipment is made in Germany, such as our Griddle and Fire Bowls as well as our Wrought-Iron Pans, the Hobo Stove or the Tripod Lashing.
To meet the high standards of quality, the high product standards as well as the expectations of our customers regarding cast iron, we decided to establish our very own production line for cast iron in Asia. We could by no means achieve the product quality of Petromax Cast Iron with production in Germany. That way, we can directly influence production standards and quality testing and control. Certification of our cast-iron products takes place afterwards by an independent German institute, so that you can always be sure about the high quality of our products.