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Q: What country are the physical locations of your business office(s) & manufacturing plant(s) located in? 

A: Our physical office is located in the U.S along with our wonderful customer support! 


Q: This company seems like a scam, are you real? 

A: We are a newer company but you can find out products on, 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]. 


Q: How do you become a Keystone partner: 

A: Fill out our interest form here: and we will reach out to you if we are interested! 


Window Air Conditioners


Q: What Size Air Conditioner will work best for my room?

A: Here are some general guidelines for BTU room size:

  • Keystone:
    • Window air conditioners:
      • Up to 150 square feet: 5,000 BTU
      • 150 to 250 square feet: 6,000 BTU
      • 250 to 350 square feet: 8,000 BTU
      • 350 to 450 square feet: 10,000 BTU
      • 450 to 550 square feet: 12,000 BTU
    • Portable units:
    • Up to 300 square feet: 6,000 BTU
    • 300 to 350 square feet: 7,000 BTU
    • 350 to 400 square feet: 8,000 BTU
    • 400 to 450 square feet: 10,000 BTU


Q: Why does my window air conditioner sound like there is water inside?

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.


Q: What does Eco Mode Do?

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.


Q: Can I plug in my unit with an extension cord?

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


Portable Air Conditioners


Q: What size is good for my room? 

A5,000 BTU: 150 sq. ft. 

    5,500 BTU: 200 sq. ft. 

    6,500 BTU: 275 sq. ft. 

    7,000 BTU: 300 sq. ft. 

    8,000 BTU: 350 sq. ft. 


Q: Do I need to use the exhaust hose with my air conditioner?

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.


Q: Can I just use the dehumidifier function on my portable unit?

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


Q: My unit is collecting water everyday, do I have to drain it?

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.


Q: Do you need a bucket or pan for this unit to drain? 

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. 


Q: In just cooling mode, does it need to drain? 

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. 


Q: The "P1" code came up twice in 1 day on the panel indicating the H20 needed to be drained. Is there a way so you don't have to drain it so often? 

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. 


Q: Can the drain hose be connected while the unit is running? Or would that not be a good idea? Would it cause damage? 

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


Q: How long is the exhaust hose? 

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. 


Q: Where would I turn to purchase a new remote control? 

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




Q: What size is good for my space? 

A:       22 pints: 1500 sq. ft. 

          35 pints: 3000 sq. ft. 

          50 pints: 4500 sq. ft. 



Q: Will the fan run the entire time my dehumidifier is turned on?

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


Q: The fan air is warm, is that normal?

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.


Q: I have my unit on continuous mode, should water be collecting in the bucket?

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


Q: What type of drain hose can I use to connect to my dehumidifier?

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


Q: Does the built in pump, pump water out of the bucket or does it bypass the bucket and what size hose does it use? 

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. 


Q: What is the difference between high efficiency vs energy star? 

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


Q: Is there a way to adjust the fill level? The bucket gets too full and always spills when removing to empty out. 

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


Q: If the unit is running and there is a power failure will the unit come on when the power is back on in the house or does it have to be turned back on? 

A: It comes back on automatically. 


Q: Are the vents on the sides or the back of this unit? 

A: They are on the sides. 


Q: The warranty card does not have an address on it. Where to I mail it to? 

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. 


Q: Is the water tank covered? 

A: Yes, it is completely covered. 


Q: What is the difference between a dehumidifier with a pump vs no pump? 

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. 


Q: Is the unit running and achieving set humidity %, then constantly cycling off for a short few minutes then back on and off normal? 

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. 


Q: Where can I purchase a replacement dust filter? 

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


Through-the-Wall Air Conditioners


Q: Is the ventilation on the top or the back of these units? 

A: The back of the unit 


Q: Can this fit a universal wall sleeve? 

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


Q: Does economy mode work for cooling and heating or just cooling? And can the units run as a standalone heater below 45 degrees? 

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