Frequently Asked Questions (FAQs)

Sometimes you just need a little help. Please check this section if you have questions.

Technical / Engineering/ Application

Q. Do you have data on determining Net Refrigeration Load Requirements?
A. Our Engineering Manual will help you quickly determine the Net Refrigeration Load Requirements for practically any refrigeration situation for walk-ins of all sizes. We have made every effort to insure the accuracy of the data in the manual. The PDF is available online or you can order a printed manual.

Q. How do I choose the correct unit based on my BTUH capacities/ How do I determine BTUH capacity for your products so I can request a quote?
A. Our proprietary Russell box load program (Rusbox) will enable you to perform a full box-load analysis to determine BTUH capacities based on your unique criteria, or if you already know your BTUH value you can choose the equipment only function to determine which product matches your situation. The Rusbox program includes unit coolers and condensing units and it also allows you to select complete refrigeration solutions. Download the complimentary RusBox program in our Software Center.

Q. Do you have wiring diagrams, installation and operating information available? What about for older models?
A. Our Installation and Operations Manuals (IOMs) are available online and contain all the information needed to install, run and maintain our units. If you have an older model and can’t find the IOM online, use the Contact Form and provide us with the model and serial numbers and we’ll check our library and reply with the information.

Q. How can I determine the manufacture date of my unit?
A. We have an online HTPG Serial Numbers chart you can use to determine the facility, month and date of manufacture. You will need the full serial number of the unit. If the serial number of your unit has less than 18 digits, you’ll need to contact our Customer Service Department at phone: 800-288-9488 or 256-259-7400 and they can research it for you.

Q. How do I check/set/change the settings on my APEX unit controller?
A. HTPG’s online APEX Installation and Operations Manual has instructions for this starting on page 9 and going through page 12. Click the title above to download the manual.

Q. Why does my freezer have icicles forming on the ceiling around the evaporator?
A. This problem is most often caused by excessive infiltration of moisture-laden air. Frequent door openings, air leaks, and heavy product loads can be primary causes. Our website has two documents that will be useful in correcting the problem: Icing in Walk-in Freezers and Systems Installation and Operations Manual.

Q. How can I replace the electric defrost heaters in my evaporator?
A. We have a bulletin that covers replacement of defrost heaters on our website: Defrost Heater Replacement.

Q. How can I determine the correct TXV for my evaporator if changing refrigerants?
A. We have a Sporlan Chart on our website for the preferred Sporlan Balanced Port TXV selections.

Q. What refrigerants do Russell products currently support?
A. Walk-in/warehouse style unit coolers as well as all air cooled condensers are available circuited for use with most any currently available HFC, HCFC (or even CFC) refrigerants. Most condensing units are available for use with currently available HFC’s, but can no longer be nameplated for use with any HCFC’s or CFC’s.

Q. What if my customer’s application requires a custom built unit or special option which is not listed in any product literature?
A. These requests can be submitted for review by our application engineering group by using our online Custom Quotations link from our Pricing page.

Q. What types of protective coil coatings are available for units which are installed in potentially corrosive environments?
A. Depending upon the product type, HTPG currently offers three basic types of coil corrosion protection:

  • Polyester coated (pre-painted) fin stock.
  • Russ-Proof (an aerosol applied epoxy paint coating).
  • ElectroFin (a flexible, cationic epoxy polymer applied using an electro-coat process).

Q. Does Russell currently offer any of their products for use in explosion proof applications?
A. Although our products are sometimes modified in the field by other companies to conform to hazardous environments we do not offer any of our products in an explosion proof configuration as originally produced in our factory.

Q. What is the standard control voltage for Russell condensing units?
A. All condensing units are wired from the factory with 208/230 volt control circuit power. For 460 or 575 volt units this voltage is typically supplied from a factory mounted, step-down control circuit transformer. As an option, we offer 120 volt control power for most unit models for an additional cost.

Q. Where can I get submittal data sheets for the equipment I wish to order?
A. Submittal data sheets for many of our products can be found on our website on our Submittals page. If the unit model/ series which you require submittal data for isn’t listed, please contact your local Russell sales representatives or use our Contact Form.


Q. How do I find my local Russell sales representatives / How do I find my local Russell Wholesaler?
A. Our Find a sales representatives/ Wholesaler tool will guide you.

Q. How do I find part numbers for replacement parts?
A. Contact HTPG Parts by phone: 800-288-9488, option 2; email: or fax: 256-259-7478.

Q. Where do I obtain pricing for parts and equipment?
A. Contact your local sales representatives or local distributor.

Q. What is the availability for parts and equipment?
A. Contact your local sales representatives or local distributor for current availability.

Q. I received equipment which was freight damaged, what do I do?
A. Contact your local sales representatives for proper direction and resolution.

Customer Service

Q. What are the Customer Service and Order Desk hours and how do I reach someone?
A. Customer Service and the Order Desk are open Monday – Friday from 7:00 a.m. – 6:30 p.m. Central Time. You can contact them at phone: 800-288-9488 or 256-259-7400; fax: 256-259-7478 or to order parts contact them at phone: 1-855-HTPARTS (1-855-487-2787) or email:

Q. What is the cut-off time to place an order and have it processed and shipped the same day?
A. If the item is in-stock, orders placed during work hours with the Customer Service Department by 1 p.m. Central Time for East Coast orders or 1 p.m. Pacific Time for West Coast orders will be processed and shipped the same day. For shipping Next Day Air, orders need to be placed by 12 p.m. Central Time to ship the same day.

Q. Do you have Will Call pick up available for in-stock parts or equipment?
A. For your convenience, all our warehouses offer Will Call pick up. Once you place your order with Customer Service and they have confirmed that the item is in stock, you need to allow a minimum of two hours for order payment and processing before sending your driver to the warehouse.

  • Alabama Warehouse hours: Monday – Friday from 8 a.m. to 5:00 p.m. Central Time. Last Will Call pickup is at 4:30 p.m.
  • Texas Warehouse hours: Monday – Friday from 8 a.m. to 5:00 p.m. Central Time. Last Will Call pickup is at 4:30 p.m.
  • West Coast Warehouse hours: Monday – Friday from 8 a.m. to 5:00 p.m. Pacific Time. Last Will Call pickup is at 4:30 p.m.

Q. How do I track the shipment of my order?
A. After your order has been processed, you can track the shipment online. You’ll need your complete Purchase Order number or Order Number to track the shipment. If you don’t have the complete number, you can input part of the number and do a search to find the shipment. Please contact customer service personnel if you do not find your order listed or require more information regarding your shipment.

Q. Can I return parts?
A. Purchased parts can be returned with a 25% restock fee plus freight. Customer is responsible for paying for the shipping of the returned item. Sheet metal parts, such as drain pans, are non-returnable. Contact the Parts Department by phone: 1-855-HTPARTS (1-855-487-2787) or email:

Purchase Orders/ Payment Processing

Q. Who do I contact to open an account?
A. You will need to contact your local Russell sales representatives. He/she will provide the necessary paperwork to you to establish an account.

Q. How long will it take to establish an account?
A. It can take from one day to two weeks depending on how quickly we get responses from trade references.

Q. I haven’t purchased from you in quite some time. How do I reinstate my account?
A. If your account has gone inactive, we will need all new paperwork to reinstate the line. You will need to contact your local Russell sales representatives to get the necessary paperwork.

Q. Will I be charged sales tax on my order?
A. We are registered to collect sales tax in all states. If you have your state exemption certificate, or the state you are drop shipping to will accept your home state exemption, then we will not have to charge tax.

Q. What is your remittance address?
A. 29946 Network Place, Chicago, Il 60673


Q. How do I submit a warranty claim?
A. All warranty claims can be filed online on our Terms and Warranty page.

Q. Where do I go to get warranty replacement parts?
A. Parts can be purchased at your local wholesale supply and then a warranty claim submitted for their cost or you can email the HTPG parts department,, and they can have the parts shipped to you.

Q. What information do I need to submit an extended compressor warranty?
A. We need three things to process an extended compressor warranty:

  • A copy of the purchase invoice for the new compressor.
  • A copy of the refrigeration contractor’s service ticket.
  • A copy of the old compressor’s core credit (discus and semi-hermetic) or picture of the serial plate.

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