FAQs

A: We are a newer company but you can find out products on www.amazon.com/keystone, as well as Lowes, Home Depot, Wayfair and Walmart. Our team is based in Philadelphia, PA and we would be happy to help you with any questions you may have. You can call us directly here: 800-849-1112 or send us an email here: [email protected].

A: Fill out our interest form here: https://forms.gle/sHfCuNUnozTKupRVA and we will reach out to you if we are interested!

A: All of our window units collect water and are “Auto-Evaporative”. As the units are running, the fan circulates the water throughout the back of the unit to create a condensation rather than water dripping out of the back of the unit.

A: For models that include ECO mode, this is a default setting that allows the unit to cycle on and off to conserve energy. You will still need to select the temperature settings preferred to run the unit in Cool Mode.

A: All of our units are meant to be used on a standard grounded outlet and cannot be used with an extender.

A: When using the Cool (AC mode), you will need to use the exhaust hose in a window. If you are using the Dehum mode (Dry mode), you do not need to use the exhaust.

A: Yes, please select dry mode on your control panel to only use the dehumidifier rather than the air conditioner.

A: Yes, you will need to drain both the internal tank and the lower tank when using the unit in humid climates in either AC mode or Dry mode. The drain period will vary depending on the relative humidity level in your home.

A: This unit can be drained by attaching a hose to the pump drain outlet. After draining the unit, you may have to reinstall the pump drain plug back before turning on the air conditioner.

A: Once this unit is in Cool mode, it will also turn into the self-evaporating mode, which means if you keep the rubber stoppers closed on the back of the unit, the water will evaporate and you will not have to drain.

A: You may try to reinstall the bottom drain plug and restart the machine until the P1 symbol disappears. If the error repeats, call for service.

A: It is best to install the drain hose while the unit is turned off to avoid any electrical shock from the unit.

A: The duct or exhaust hose can be compressed to 270mm minimum and extended to 1500mm maximum. It is better to keep the duct length to a minimum length.

A: We currently do not sell replacement parts. I suggest checking your local supply store to check for replacement parts.

A: Yes, our models are meant to have the fan run continuous to circulate air throughout the room.

A: Yes, the air coming out of the fan will be warm as this is the exhaust fan that helps keep the compressor cool while the unit is turned on.

A: Water will collect in the bucket up to a certain level before the drain hose will drain the water when using continuous mode.

A: Our units pair with a standard garden hose for standard-decline draining.

A: The dehumidifier comes with the hose. First, the bucket fills up with water and then it pumps it out. The bucket always contains water.

A: Energy Star is a specific rating on each unit for average energy use.

A: Unfortunately, the float is not able to be adjusted.

A: It comes back on automatically.

A: They are on the sides.

A: No need to mail in your warranty card. As long as you purchase from an authorized seller, you are registered upon purchase date for 1 year of warranty.

A: Yes, it is completely covered.

A: The pump function allows you to pump water on an incline. If you are emptying a bucket or using a drain hose on a decline, we the no-pump version.

A: Yes, this is normal. The fan will also continue to run after the compressor turns off. Sometimes these units can feel like warm air is coming from them because the compressor is warm.

A: Please contact our customer support team to receive replacement parts.

A: Yes, but we would recommend the Keystone KSTSLV1 Wall Sleeve for Through-The-Wall Air Conditioners.

A: This unit does have a supplemental heat capacity. Eco mode is used for Cooling on this unit.