FAQs

Please watch our installation guide at the below link, 

https://www.youtube.com/watch?v=zYp9EKMxaRg&feature=emb_logo

 If you have questions regarding the installation, feel free to contact us at [email protected]. 

If it is in a humid area, you might need to remove the collected water from the portable air conditioner. There are two drainage methods, manual drainage or continuous drainage. The drainage hose needs to be installed first.

Method A: Manual Drainage

When the chassis is full of water, the buzzer will beep eight times, and the display panel will show an H8 malfunction code to remind you to drain the water. You will need to move the unit to a suitable place for discharging water. The machine won't run unless you empty the collected water.

Method B: Continuous Drainage

You can drain water into a floor drain by attaching a ½ inch diameter hose(included). When using the continuous drainage option, make sure that the air conditioner is on a flat, level surface, and that the drain hose is directed downwards and clear of any obstructions. Here, the machine will continue to run, and you need not drain the water manually.

All TOSOT Air Conditioners have a 3-Minute Compressor Protection feature to help extend the lifespan of your unit. You may notice this happening when the unit is not blowing cold air or you can’t hear the sound of the compressor. Below are some situations where the 3-Minute Protection Mode will be activated:

A. Your unit just experienced a power outage. The compressor will restart again after 3 minutes.

B. After you switch from the fan or dry mode to the cooling mode, there is a 3-minute delay before the compressor starts up.

C. If the unit is powered on, then powered off, and then powered on again within a 3-minute period, there will be a 3-minute delay before the compressor starts again.

D. If the ambient room temperature is lower than the set temperature on your control panel, the compressor will power off for 3 minutes and restart once the ambient room temperature rises above the set temperature again.

The window panel kit can be adjusted from 9.5 to 56.7 inches and you could cut the length of the window panel to make the width the same width as your window. 

TOSOT portable air conditioner includes an exhaust hose with a diameter 5.7 inches and can be extended to 4.9 ft.

We don't have an extension hose for the portable air conditioner. It is not recommended to use a longer hose to vent the hot air as it will make more heat emitting to the area which will affect the cooling performance.

No, the exhaust hose of TOSOT portable AC does not extend out from the window. You can leave the screen in the window.  

[No international shipping]

Our standard shipping time within the United States is 3-7 business days free of shipping charge.

Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.

Currently, we do not offer international shipping, but we are working to provide this service in the future.

For additional questions about our shipping policy, please contact us at [email protected].

Returns must be initiated within 15 days of receiving your order. Items must be unused and in the original packaging. Outside the 15-day return window, customers will be subject to a 20% restocking fee, and we won't accept returns or refunds after 30 days of delivery.  

Return by mail

Reach out to our customer support team at [email protected] to initiate the return process with your order number and details about the item you wish to return. We cannot accept any returns that arrive at our warehouse without a return authorization from our customer service team. 

While customers are responsible for all return shipping costs, we can provide a prepaid return label for customers upon request, and the cost of the label will be deducted from the refund amount for the product.

Refund process

Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method.

Non-Returnable items

Certain items may not be eligible for return due to final sale or Open Box. These items will be clearly marked on the product page.

To cancel your order, please contact our customer service team at [email protected] or give us a call at +1 702 514 1603. Having your order number ready beforehand will help us assist you more efficiently.

Just a heads up, you can only cancel orders before they've been shipped out. If your order has already been dispatched, please refer to our return policy for next steps.

Lost packages

At TOSOT Direct, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] within 24 hours of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

All the new units are eligible for a six-month extended warranty. Please register your product within 30 days of receiving the machine. The warranty will be activated automatically from the date of original purchase of this product.

We offer a 7-day price match guarantee to ensure you get the best deal. If you find a lower price on our website within seven days of your purchase, we’ll refund the difference. Please note that discount codes cannot be combined with price match offers. To request a price match, contact our customer service team at [email protected] with your order details and proof of the lower price, and we’ll assist you promptly! 

That will depend on the slot you have open. The 230V systems require a double pole breaker, therefore, it will require two slots in your panel. The 120 V system will require a single slot. Please note that the unit has to be wired to the breaker or circuit. Wiring directly to a wall outlet might cause an extreme fire hazard. Consult a local electrician for more assistance on what type of unit you can install.  

The line set we provide is 16ft long.  There is a 25ft and 50ft long line set available for sale. Please check this link: https://tosotdirect.com/products/mini-split-ac-cooper-line-set-7-5m.  You can shorten the line set but only with professional handling. Call your local HVAC tech for assistance.  

Yes, the mini-split AC unit comes pre-charged with refrigerant. Additional refrigerant may be required if your installation exceeds this distance. Please refer to the user manual for more info!

No, there is no anti-corrosion coat. However, the coils of the evaporator and condenser are made of copper, specifically phosphorus deoxidized copper, which enhances their corrosion resistance. 

The condensation at the air outlet of the indoor unit in a split air conditioner occurs due to the following reasons:

1. Humidity during the cooling process: When the air conditioner is set to a low temperature or the indoor humidity is high, the indoor unit removes heat from the air and cools it. During this process, the water vapor in the air condenses into liquid form, resulting in condensation. This happens because the cooled air cannot hold all the moisture present in it.
2. Air conditioner design: The design of the indoor unit may contribute to the condensation of water vapor at the air outlet. The metal surface surrounding the outlet is typically colder than other areas, making it easier for water vapor to condense into water droplets there.

To minimize condensation at the air outlet of the indoor unit, consider the following measures:

1. Control indoor humidity: Maintain indoor humidity within a reasonable range by using a dehumidifier or ensuring proper ventilation.
2. Adjust the air conditioner temperature appropriately: Avoid setting the temperature too low to reduce the condensation of water vapor during air cooling.
3. Regular maintenance of the air conditioner: Clean the air conditioner filters and the indoor and outdoor units to ensure proper functioning, and make sure there is no excessive dust or dirt buildup around the air outlet.

The filter is a reusable filter. Instructions for cleaning the filter can be found in the user manual. If you prrefer to purchase a brand new filter, please email us via [email protected] for further assistance. 

No, our Split ACs [no matter 120V or 230V] can't plug the unit directly into an outlet.

The recommended operating temperature range is -13°F -115°F. Performance may be impacted if you are operating the unit outside of this range. 

These breakers aren't designed to handle the high harmonic currents generated by inverters, which may lead to frequent tripping. A regular breaker paired with an AC disconnect box is usually adequate for maintaining safety. 

We are transitioning all our R410A models to R32 refrigerant for both single-zone and multi-zone systems. This shift aligns with updated environmental regulations and compliance standards.

Starting January 1, 2025, the U.S. Environmental Protection Agency (EPA) mandates that new residential and light commercial air conditioning equipment must use refrigerants with a Global Warming Potential (GWP) of 700 or less. R410A, with a GWP of 2,088, exceeds this limit and will no longer be permitted in new equipment.

Confirm that your installation site allows for a hole to be drilled through a wall to route the fresh air pipe outdoors. The pipe is 35 inches (90 cm) long and extension pipes are not available. Ensure your wall’s thickness and layout allow the pipe to reach the exterior. If you're unsure, feel free to contact us with photos of your intended installation area for assessment.

We recommend installing the ERV on the indoor side of an exterior wall, as the fresh air pipe needs to pass through to the outside. The included pipe is 35 inches (90 cm) long, which may not be sufficient for interior walls or walls with extra thickness.

Not necessarily. However, it must be connected to the indoor unit using a cable no longer than 3.9 ft (1.2 m). Please ensure the ERV is installed within this distance.

No. This ERV system is specifically designed to be used with TOSOT Aoraki mini-split systems and is not compatible with other brands or models.

The ERV system must first be wired to a compatible indoor unit. Once properly connected, it can operate independently to facilitate indoor-outdoor air exchange even when the air conditioner is turned off.

We do not recommend using the MERV 13-rated filter.

The higher the grade of the filter, the denser the filter, while affecting the airflow, it is more likely to cause clogging. 

If the filter grade is too high, or dirty clogging is not cleaned in time, it will affect the cooling and heating effect, and also increase the risk of machine failure;

In order to release the indoor unit from the mounting plate, you just need to slightly lift the bottom of the indoor unit and pull it outward.

Aoraki Series – ERV (Energy Recovery Ventilation) Operation Guide

1. Indicator Light
    The ERV module features a white indicator light. If a fault occurs, the light will flash as an alert.

2. Airflow Levels
    There are 7 selectable airflow levels. The highest level provides approximately 30 m³/h of fresh air (with similar exhaust volume). Each level increases or decreases airflow by around 3 m³/h. Due to test equipment limitations, airflow levels below 20 m³/h are not marked.

3. Linked Control with Air Conditioner
    The ERV module can operate in sync with the Aoraki indoor unit or run independently:
    - Linked Mode: Press the AC "ON" button, then press "Mode" + "iFeel" on the remote. The ERV will automatically adjust its airflow based on the AC’s mode or fan speed.
    - Standalone Mode: If the AC is off, press "Mode" + "iFeel" to activate the ERV only. Then use the "Fan" button to manually adjust airflow level.

4. Filter Maintenance & Protection
   ERV-related reminders are integrated into the Aoraki indoor unit. Please refer to the Aoraki technical service manual for guidance on filter cleaning and replacement. To protect against condensation during large indoor-outdoor temperature differences, the system monitors temperature and humidity and will reduce speed or shut down when necessary.
   
   

Remote Control Instructions

• Red Highlight: Press "Mode" + "iFeel" to turn the ERV module on/off.

• Blue Highlight: Once the ERV is on (with or without the AC), use "Fan" to adjust airflow.
   • With AC on: 7 speeds + AUTO mode
   • Without AC: 7 speeds available

In cold and humid weather, frost can accumulate on the outdoor coil of a heat pump. When frost builds up, it blocks proper heat transfer, forcing the system to work harder while delivering less heat indoors.

To address this, heat pumps are equipped with an automatic defrost system. This system periodically removes frost from the outdoor coil to ensure safe operation and stable heating performance.

Defrost mode is not a malfunction—it is a protective and efficiency-optimizing feature.

When a heat pump enters defrost mode, you may notice one or more of the following:

• Indoor heating temporarily stops
• Indoor air feels cool or lukewarm for a short time
• The outdoor unit may produce steam or vapor
• The outdoor fan may stop running while the compressor continues

These symptoms can look unusual, but they are expected behavior during a defrost cycle.

There is no fixed schedule for defrost cycles. Frequency depends on outdoor temperature, humidity, system design, and installation conditions. In cold, damp weather, it is normal for a heat pump to enter defrost mode periodically, sometimes once every hour.

Short, controlled defrost cycles are far better than allowing frost to build up and reduce heating performance.

Many homeowners turn off their heat pump when heating pauses or cool air appears. This is a common mistake. Interrupting the defrost process can prevent complete frost removal and may lead to more frequent icing.

In most cases, the best approach is to leave the system running and allow it to complete the cycle automatically.

In most cases, this does not mean your system is broken. Your ductless mini-split or central heat pump is likely operating in defrost mode, a normal and essential function designed to protect the system and maintain efficiency in cold, humid conditions.

For more details, you can refer to this blog: https://tosotdirect.com/blogs/life-well-lived/why-is-my-heat-pump-blowing-cold-air

No, it does dot

Yes — every indoor unit’s line set must be properly evacuated before charging the system. There are two common approaches:

1. Step-by-step method:

   • After connecting each indoor unit, perform a vacuum on that unit’s line set before moving on to the next.

   • This ensures each unit’s lines are fully evacuated and allows for easier leak detection during installation.

2. All-at-once method:

   • If all indoor units are already installed and connected, you can pull a single vacuum from the outdoor unit’s service port, which evacuates all connected indoor units simultaneously.

   • Make sure all flare connections are tight and unused ports are closed and capped.

Key Points:

• Never open a port that is not yet connected to an indoor unit.

• Proper evacuation removes air and moisture, preventing system damage and ensuring optimal performance.

• Both methods achieve the same goal: every connected indoor unit is properly evacuated.

Video guidance, please check: https://www.youtube.com/shorts/_ZJiwjQzOfc?feature=share

Buy ERV filter, please check: https://tosotdirect.com/collections/accessories/products/erv-hepa-air-filter

F0 code means that the Split Air Conditioning is low in refrigerant gas. If your split air conditioning is low in refrigerant gas, you should hire a professional HVAC technician to refill the refrigerant. Please note that you have to refill the same type of refrigerant that the original compressor uses.

If the indoor unit displays the F1, F2, or F4 error code, it means the temperature sensor is malfunctioning. Please try to remove the unit from power for a few minutes. Plug the unit back in to determine if the malfunction code is still present. Please contact us via [email protected] if the error code is still present.  

Remove the unit from power for a few minutes. Plug the unit back in to determine if the malfunction code is still present. 

Remove the unit from power for a few minutes. Plug the unit back in to determine if the malfunction code is still present. 

Reconnect the line according to wiring diagram. 

1. Check and make sure the supply voltage is stable and consistent with the rated range.
2. Check if the inlet/outlet is blocked and remove the blockage if any.

After powering off, turn the fan blades by hand to ensure the blades are running smoothly. 

Yes, both the 5.3-inch and 7.5-inch screws are included. 

Yes, the RV AC can run on 120V from a regular home outlet. But the power supply doesn't have a plug to plug directly into the outlet, you might need to DIY. 

The max torque for tightening ranges from 2.3Nm~2.5Nm. 

No, the TOSOT RV AC is not an inverter air conditioner. It operates on a fixed frequency and will shut off when the unit reaches the set temperature. 

No, it does not. But you can buy the soft start separately and install it by yourself. You can check this link: https://tosotdirect.com/products/rv-ac-soft-start

Frirstly repowering the unit. Then  in 5 minutes, please try to press the [on/off] button and [fan speed] button at the same time for 3 seconds. 

If it does not work, please contact our technical support team.  

It’s normal for the TOSOT RV AC to appear “always on,” depending on the mode:

• Cooling mode: Once the target temperature is reached, the compressor shuts off, but the indoor fan keeps running to circulate air. This helps maintain an even temperature inside the RV.

• Heating mode: When the target temperature is reached, both the compressor and fan stop, because blowing unheated air would feel cold to occupants.

A bad odor from your RV AC usually comes from dust, mold, or trapped moisture. Follow these steps to locate and fix the source:

• Check the air filter:

  • Remove and clean the filter.

  • If the smell persists even without the filter, move to the next step.

• Inspect the rooftop unit and drainage outlet:

  • Look for water buildup, mold, or debris such as insect or rodent remains.

  • Clean as needed.

• Professional cleaning:

  • If the odor continues, take your unit to a qualified repair store.

  • Some causes, like hidden mold or internal buildup, may not be visible but require professional cleaning.

Tip: Regular filter maintenance and checking for standing water can prevent most odors.

Starting Current(A)：45

Superheat (suction line): 3–5 °C — ensures all refrigerant is vapor before reaching the compressor.

Subcooling (liquid line): 5–15 °C — ensures refrigerant is fully condensed for efficient cooling/heating.

Measured at the outdoor unit service valves; small variations between indoor units are normal.

All TOSOT Air Conditioners have a 3-Minute Compressor Protection feature to help extend the lifespan of your unit. You may notice this happening when the unit is not blowing cold air or you can’t hear the sound of the compressor. Below are some situations where the 3-Minute Protection Mode will be activated:

A. Your unit just experienced a power outage. The compressor will restart again after 3 minutes.

B. After you switch from the fan or dry mode to the cooling mode, there is a 3-minute delay before the compressor starts up.

C. If the unit is powered on, then powered off, and then powered on again within a 3-minute period, there will be a 3-minute delay before the compressor starts again.

D. If the ambient room temperature is lower than the set temperature on your control panel, the compressor will power off for 3 minutes and rest

Please check the unit dimensions of the Chalet and Tranquility series. The recommended window sizes are as below:

Chalet Unit dimensions: WxDxH inches

8,000 BTU: 21x17.25x12.75 inches

10,000 BTU: 21.38x22.75x15.75 inches

12,000 BTU: 21.38x22.75x15.75 inches

Recommended window size:

8,000 BTU: Width (Min/Max): 25-41 inches; Height (Min): 14 inches

10,000 & 12,000  BTU: Width (Min/Max): 25-41 inches; Height(Min): 17 inches

Tranquility Unit dimensions: WxDxH inches

21.4 x 18.8 x14 inches

Recommended window size

Width (Min/Max): 26-41 inches; Height (Min): 19 inches

It might be the "filter cleaning" indicator. After 250 hours of continuous operation, the filter cleaning icon will illuminate to remind you that it is time to clean the filter.

If you are using the Chalet series window AC, after cleaning, press and hold the "-" button on the unit for 5 seconds to reset the indicator light and 250-hour timer.

For the users of Tranquility window AC, please press and hold the "Time" button and "-" button simultaneously for 3s to turn off the cleaning icon.

When entering the Energy-saving mode in the cooling mode, the compressor will stop, while the fan will keep running for 3 minutes and then stop for 10 minutes.

Later, the fan will run again for another minute and then stop for 10 minutes.

Then, the fan will run again for another minute and then stop.

Meanwhile, if the room temperature is higher than the set temperature, the compressor and the fan will be turned on together and start cooling again.

The unit is not cooling if only the fan runs, but the sound may make you feel like the unit never shuts off. The fan setting can help control the cooling effect (air exchange) and will not cause a lot of consumption.

When entering sleep mode in cooling mode, the temperature will rise by 2°F after a one-hour operation, and keep increasing by 2°F each hour. Then, the unit will stay when reaching the upper-temperature limit, 86°F. For example, if the original set temperature is 85°F, after an hour, it can only reach 86 but not 87, and then stay at this temperature. 

All TOSOT window ACs are sold as single-box units. 

No, the unit has to be installed horizontally, which can prevent any collected water from flowing back to the compressor. 

Our Window AC is a fixed frequency air conditioner, when the unit detects that the room is cool enough(by temperature sensor), the compressor will power off, i.e. the unit will not stay on, to save energy and control the temperature does not go down. When the temperature starts to rise a few degrees above your target setting, the compressor will power back on. 

There is a design inside that splashes collected water onto the fan to encourage the cooling of the evaporator and the condenser. With this design, the unit has better heat dissipation and refrigeration performance than a traditional design. This noise can be eliminated by completely draining the condensed water out of the machine. If this sound does bother you, please open the drainage outlet and connect the drain hose. Make sure to install the unit with a downward inclined angle of 5-8° to accelerate drainage.