Frequently Asked Questions

For dealers and suppliers only. Please fill out all the information on the True Parts eStore registration page shortly after someone will contact you from True regarding your registration.

Service companies and parts distributors, please contact True Parts to set up an account to buy direct.

Certain accessory-type items are available for purchase via credit card if you are classified as a Consumer. Visit the True Refrigeration Store.

Contact True Parts and provide the cabinet model/serial number.

You can contact True Parts by emailing [email protected] or calling 800-424-8783.

There is no minimum on parts orders.

There is a 25% restock fee, and return freight charges are the customer’s responsibility. Additionally, no electrical parts may be returned without True Parts approval.

Contact [email protected] with your P.O. and order number. True Parts will review and then issue a Return Authorization if applicable.

To find out the status of your order, please contact [email protected]. Have your P.O. or True Parts order number available

Consult with UPS Tracking or Fed Ex Tracking. Populate your tracking number, and an estimated transit time will be provided based on your destination.

If an order is placed with True Parts by 1:00 pm CST and the items are stocked, your order will ship the same day.

True Parts utilize both UPS and Federal Express for small parcels and, where applicable, LTL Freight Carriers.

No, the only way a cooler or freezer should be transported is upright.

No, this does not mean this is a dual-voltage unit that can run on either voltage. Please Contact Us for additional information.

Please Contact Us for information on a wiring diagram. You must include the cabinet serial number.

Other than looking at the condenser surface, you should also use a flashlight and shine this on the surface to see if you can see all the way through the coil.

Please refer to the Service Manual on our Manuals page.

We do not recommend checking parameters. These parameters are designed and tested specially for this unit. Please contact the True Technical Service Department for assistance If you have an issue, you feel may be related to parameters.

Place a container of water in the cooler for 24 hours and then check the temperature of the water.

Please refer to the owner maintenance and installation manual on our Manuals page in our support section.

Please refer to the Service Manual on our Manuals page in our support section.

Please refer to the Service Manual on our Manuals page in our support section.

Double the amount of time it is not upright unless this is for 4 hours or more. Then it should sit for 24 hours before turning on. For example – if the unit is on its side or back for 15 minutes, it should sit upright for 30 minutes before turning on. Warning - Coolers or freezers should only be laid down when moving them into place. No cabinet should ever be transported on its side or back.

To determine the age of the unit, enter the serial number in the Serial Number Lookup.

No. You should never use an extension cord; it would void the cabinet warranty.

Please refer to the Sequence of Operations manual here.

Refer to your owner’s or owner’s manual on the website for control settings in the operation section under the heading mechanical control sequence of operation. The lower the number on a cabinet with a knob from 0 to 9, the warmer the setting. 0 is off.

Please Contact Us for information on the refrigerant type and charge. You must include the cabinet serial number.

This information can be found on the website on the specification sheet.

This is to prevent low voltage to the compressor.

A combustible gas meter / R-290 electronic leak detector. This is available through most HVAC supply houses. It is also available through True Parts (part number 965087).

A safety placard advising of no smoking or open flames. Standard refrigeration tools are still needed. I.E., Pinch off tool, Nitrogen, Vacuum pump, Micron gauge, Torches, Soap bubbles, Manifold Set, and Tube cutter.

No, the EPA has ruled that the retrofitting of existing equipment is prohibited.

Not necessarily; we suggest using OEM parts by specific model number. In addition, parts used on hydrocarbon cabinets must follow specific U.L. certifications for non-sparking parts.

No, The EPA has ruled specialized training is not required but is recommended.

No. The EPA has ruled that an R-290 system can be vented into the atmosphere.

For the most part, you would leak-check an R-290 system the same way you would a 134a or 404a system, with a couple of exceptions. You can also use a bubble solution or an ultrasonic leak detector. We recommend using oxygen-free dry nitrogen with a trace gas not exceeding 200PSI.

• Exception #1 is you cannot use a halide leak detector on an R-290 system.
• Exception #2 is your electronic leak detector must be designed specifically for combustible gas.

Yes, you can only have a maximum charge amount of 150 grams (5.3 ounces) in each refrigeration system. For example, GDM-10 has a charge amount of 1.9oz.

Yes, please view the Technical Service Videos in the Resource Center.

The serial number tag will indicate the type of refrigerant. In addition, the unit will have multiple labels stating that it is built with an HC/R-290 refrigerant. The unit will also have the process sleeves colored red.

R-290 has a much higher purity level. This level is greater than 97.5%. In addition, r-290 has a low moisture content. Moisture will damage the refrigeration system and components. Also, no scent is added to R-290, which is added to standard propane.

There are only 2 specialized tools that are required for servicing H.C. equipment. A combustible gas meter / R-290 leak detector and a safety placard. True has developed an H.C. service kit that includes the 2 specialized tools plus a tank of refrigerant and other tools we suggest be used.

You can get this refrigerant directly from the True parts department for use on True warranty repairs. You can also source this refrigerant from an HVAC supply house or a company that sells gases and welding supplies.

Note: If you are getting refrigerant somewhere besides True, purchase refrigerant-grade propane R-290.

We suggest contacting the Refrigeration Service Engineers Society to inquire about their training program. The website address for this is www.rses.org.

No. The 134a manifold set can be used. Due to the small system charge amounts, we suggest using the shortest hoses possible. 12-inch hoses are included in our service kit.

Yes, as long as they are licensed in commercial refrigeration. True has preferred and recommended service companies that are familiar with our products. Please visit the Service Company Locator to find a preferred or recommended service company.

Please complete the Warranty Compressor Form to receive reimbursement for a warranty compressor. A picture of the compressor tag and product serial number is required for reimbursement. In addition, a copy of the replacement compressor invoice must be included with the compressor tag if not purchased from True.

To verify the warranty, please contact the Warranty Department at 855-878-9277 or email [email protected]. A product serial number is required to verify the warranty.

Warranty part orders can be called into the warranty department at 855-878-9277, emailed to [email protected], or faxed to 636-980-8510. Please make sure to include the product serial number.

Please register online on the Product Registration page, or you can submit a copy of your bill of sale with the model, serial number, and company name and address. Please email it to [email protected].

Please visit our Warranty Compressor Procedures page for instructions on replacing a defective compressor.

Enter your zip/postal code on the Service Company Locator for a service agent near you. Then, you would contact the service agent directly and provide the product serial number, your location, and the issue needing to be addressed.

The time allowed varies by model and can be found on our Repair Guidelines by Model list.

Shipping times depend on part availability and peak times. To check on a specific warranty order, contact the warranty department at 855-878-9277 or email us at [email protected].

Please make sure to include the cabinet serial number.

Please visit the Manuals Page in the support section of our website.

Your serial number is typically located on the inside left wall of the product. Occasionally, the serial number is on the right inside the wall of the product.

Please visit the Warranty Claim Form page.

Please send the compressor tag, model, and serial number to [email protected].

Visit our Warranty Claim Form page. Warranty invoices and the service work order may be emailed, faxed, or mailed.

EMAIL: [email protected]
FAX: 636-980-8510
MAILING ADDRESS:
True Manufacturing Co., Inc.
Attn: Warranty
2001 E Terra Lane
O’Fallon, MO 63366