01 If it does not light
Why won’t my new Zippo lighter light?
Fuel-based windproof lighters are supplied without fuel. Add the appropriate Zippo lighter fuel before first use, following the instructions. Butane and rechargeable arc inserts have different preparation requirements, so check your model first.
- Spark but no flame: check suitable fuel and wick condition.
- No spark or a freely turning wheel: check whether the flint is worn out.
- A jammed wheel: do not force it. Follow the flint guide or ask support for help.
A blackened wick is not necessarily faulty. Follow the wick guide if it affects ignition. These checks are for wick-and-fuel lighters; butane and arc inserts have different procedures.
02 Lid movement and hinge damage
The lid and lower case are connected by a hinge on one side. Some movement can occur without the insert supporting the case. Assess the amount of movement, closing function and any detached or broken hinge.
If the lid cannot close properly or the hinge detaches or breaks, do not hammer, squeeze or weld it. Send a short opening-and-closing video and a close-up photo so Taiwan support can assess the repair route.
03 Finish and decoration
The windproof lighter functional guarantee does not mean that coating, decoration, emblems or normal cosmetic wear can always be restored free of charge. Oxidation, texture and colour must be assessed for the specific finish.
How should I assess colour, marks or oxidation?
Appearance varies with the material, finish, lighting and use. If an item arrives with damage, peeling or a mismatch with the order, keep it as received and send photos. Our team will review the specific issue.
04 When to contact support
Stop use if normal maintenance does not resolve the problem, the insert is unusually loose, the lid will not close or fuel leaks. Provide the model, purchase source, maintenance already attempted and clear photos. Do not repeatedly ignite a leaking product to demonstrate the fault.
How do I arrange a repair?
Send the model, photos or a short video and purchase details for an initial review. If a repair is needed, follow our instructions for the repair form, shipping and any charges. Confirm product preparation and carrier rules before sending anything; do not include fuel refill containers.