Frequently Asked Questions

View our list of FAQs below. Can’t find what you’re looking for? Contact us.

General FAQs
Parts FAQs
Technical FAQs
HC/R290 FAQs
Warranty FAQs

How do I find information pertaining to my HGUNO Product?

To look up specific information pertaining to your HGUNO Product, visit our Serial Number Lookup page.
How do I find installation manuals for my HGUNO Product?

Installation manuals can be found here.
How do I purchase HGUNO Refrigeration products?

HGUNO sells through local dealers and distributors throughout the world. We also sell parts and accessories on our website. You can Request a Quote with HGUNO on specific models.
Contact us, and we will put you in touch with the right representative.
Where can I find HGUNO Refrigeration product pricing?

Our dealers and distributors can provide specific pricing on HGUNO Refrigeration models. You can find HGUNO parts and accessory pricing on our website. In addition, you can request a quote on specific HGUNO models. Contact us, and we will put you in touch with the right representative.
Who do I call to service my HGUNO Product?

Any licensed commercial refrigeration company can work on your cabinet; however, we have preferred and recommended service companies that are familiar with our equipment.  Please visit the Service Company Locator to locate a preferred or recommended service company.

How can I set up an eStore account?

For dealers and suppliers only. Please fill out all the information on the HGUNO Parts eStore registration page shortly after someone will contact you from HGUNO regarding your registration.
How can I set up an open-term account?

Service companies and parts distributors, please contact Contact HGUNO 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 HGUNO Refrigeration Store.
How do I obtain a part number?

Contact Contact HGUNO and provide the cabinet model/serial number.
How do I request an RGA number?

You can contact HGUNO Parts by emailing Contact HGUNO or calling Contact HGUNO.
Is there a minimum on parts orders?

There is no minimum on parts orders.
Is there a restocking fee? Or items that are not eligible for a return?

There is a 25% restock fee, and return freight charges are the customer’s responsibility. Additionally, no electrical parts may be returned without HGUNO Parts approval.
What if my order is incorrect?

Contact Contact HGUNO with your P.O. and order number. HGUNO Parts will review and then issue a Return Authorization if applicable.
What is the status of my order?

To find out the status of your order, please contact Contact HGUNO. Have your P.O. or HGUNO Parts order number available
When will my order be delivered?

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

If an order is placed with HGUNO Parts by 1:00 pm CST and the items are stocked, your order will ship the same day.
Who do you ship through?

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

Can I lay the unit down to transport it?

No, the only way a cooler or freezer should be transported is upright.
Does 115v/208-230v mean my unit will work for either voltage?

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

Please Contact Us for information on a wiring diagram. You must include the cabinet serial number.
How can I tell if the condenser is clean or dirty?

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.
How do I change a torsion spring?

Please refer to the Service Manual on our Manuals page.
How do I check the parameters in the LAE control?

We do not recommend checking parameters. These parameters are designed and tested specially for this unit. Please contact the HGUNO Contact HGUNO for assistance If you have an issue, you feel may be related to parameters.
How do I check the product temperature?

Place a container of water in the cooler for 24 hours and then check the temperature of the water.
How do I clean my cooler?

Please refer to the owner maintenance and installation manual on our Manuals page in our support section.
How do I replace the door cartridge in prep tables?

Please refer to the Service Manual on our Manuals page in our support section.
How do I wire a Grasslin timer to replace a Paragon?

Please refer to the Service Manual on our Manuals page in our support section.
How long should I stand the unit up after it has been laid down?

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.
How old is my unit?

To determine the age of the unit, enter the serial number in the Serial Number Lookup.
If the cord on my unit is not long enough, can I use an extension cord or replace the power supply cord with a longer one?

No. You should never use an extension cord; it would void the cabinet warranty.
What is the cut-in and cut-out for my temperature control?

Please refer to the Sequence of Operations manual here.
What is the recommended setting for temperature control? What numbers are colder and warmer?

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.
What are the refrigerant type and charge of my unit?

Please Contact Us for information on the refrigerant type and charge. You must include the cabinet serial number.
What temp is my cooler/freezer supposed to maintain?

This information can be found on the website on the specification sheet.
Why does HGUNO require a dedicated circuit for freezers or coolers?

This is to prevent low voltage to the compressor.

Are there any specialized tools needed to service an R-290 refrigeration system?

A combustible gas meter / R-290 electronic leak detector. This is available through most HVAC supply houses. It is also available through HGUNO 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.
Can I retrofit any cabinet to H.C. – R-290 refrigerant?

No, the EPA has ruled that the retrofitting of existing equipment is prohibited.
Can the same parts be used to service a hydrocarbon cabinet used on 134a/404a cabinets?

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.
Do I need any specialized training to service R-290?

No, The EPA has ruled specialized training is not required but is recommended.
Does the R-290 refrigerant have to be recovered?

No. The EPA has ruled that an R-290 system can be vented into the atmosphere.
How do I leak-check an R-290 system?
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.
Is there a maximum charge amount for commercial applications with R-290?

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.
Is there other information available on HC / R-290?

Yes, please view the Technical Service Videos in the Resource Center.
Are there special markings on a cabinet built using R-290? How will I be able to tell if the system I'm working on is built with R-290?

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.
What is the difference between R-290 and standard propane that I can purchase from a hardware store?

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.
What tools are needed to service H.C. cabinets?

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. HGUNO 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.
Where can I get the R-290 refrigerant?

You can get this refrigerant directly from the HGUNO parts department for use on HGUNO 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 HGUNO, purchase refrigerant-grade propane R-290.
Where do I go for training?

We suggest contacting the Refrigeration Service Engineers Society to inquire about their training program. The website address for this is www.rses.org.
Will I need different gauges to use with an R-290 system?

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.

Can anyone work on my HGUNO product?

Yes, as long as they are licensed in commercial refrigeration. HGUNO 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.
How do I get reimbursed for a warranty compressor?

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 HGUNO.
How do I know if my product is still under warranty?

To verify the warranty, please contact the Warranty Department at Contact HGUNO or email Contact HGUNO. A product serial number is required to verify the warranty.
How do I place a warranty part order?

Warranty part orders can be called into the warranty department at Contact HGUNO, emailed to Contact HGUNO, or faxed to Contact HGUNO. Please make sure to include the product serial number.
How do I register my product?

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 Contact HGUNO.
How do I replace a defective compressor?

Please visit our Warranty Compressor Procedures page for instructions on replacing a defective compressor.
How do I schedule a warranty service call, and what do I need to provide when scheduling service?

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.
How much time do you allow for repairs?

The time allowed varies by model and can be found on our Repair Guidelines by Model list.
When will my warranty part order ship?

Shipping times depend on part availability and peak times. To check on a specific warranty order, contact the warranty department at Contact HGUNO or email us at Contact HGUNO.

Please make sure to include the cabinet serial number.
Where can I find a copy of my warranty manual?

Please visit the Manuals Page in the support section of our website.
Where can I find my product serial number?

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.
Where can I locate the Warranty Claim Form?

Please visit the Warranty Claim Form page.
Where do I send a picture of the compressor tag?

Please send the compressor tag, model, and serial number to Contact HGUNO.
Where do I submit warranty invoices?

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

EMAIL: Contact HGUNO
FAX: Contact HGUNO
MAILING ADDRESS:
HGUNO
Attn: Warranty
2001 E Terra Lane
O’Fallon, MO 63366