Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
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Last updated:  April 2025
1. General Questions
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2. FAQs for Dehumidifier
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    Model：Rhea
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    Model：X1
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3. FAQs for Air Purifier
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    Model：Pandora
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4. FAQs for Space Heater  
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    Model：Lucas
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5. Shop Questions
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1.General Questions

What is Aeocky's return policy?

       Aeocky want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date, further 30 days no-reason return, total 60 days!

What is Aeocky's warranty policy?

       Aeocky offers a 3-year warranty on all products and a 5-year warranty on compressors, which is higher than any other company in the industry.

How to contact us？

       Aeocky Support Team E-mail： Support@aeocky.com
       We will reply within 24H！

2. FAQs for Dehumidifier

Model: Rhea

Package Arrived Damaged

       We sincerely apologize for the inconvenience caused during shopping experience.
       In order to ensure that buyers receive their purchases as quickly as possible, the logistics for this product are handled by Amazon logistics.                However, since we do not have authority to intervene or supervise Amazon logistics, we are unable to track the status of the product.                        Although we have taken every precaution in packaging design, ensuring that the packaging can still protect the machine well even after a 1.2m drop, there may still be some uncontrollable factors during transportation and warehouse management (such as difficult supervision, rough handling, etc.) that could lead to damaged packaging. This is the situation that we are most worried about and want to avoid, and we hope for your understanding.

       We fully understand your concerns about product safety. If the machine operates normally without any abnormal sounds, you can use it with confidence.
       If the product is not working as expected, please Click HERE to contact our customer service team for assistance!

Missing Accessories

      We sincerely apologize for any inconvenience caused. It was our mistake that some items were missing from the packaging, and we deeply regret this oversight.
      While our products undergo thorough quality checks before leaving the factory, occasional oversights may occur due to high demand. This was a unforeseen situation, and we apologize once again for this oversight.
      To compensate for your inconvenience, we will promptly send you the missing items. 
      Please Click HERE to contact our customer service team for assistance!

Hear an occasional noise

      After inspection by our technical experts, it has been confirmed that the noise is due to a slight downward displacement of the internal rotary caused by gravity when it rotates to the top. This is a normal occurrence and will not affect the performance or lifespan of the dehumidifier.Please rest assured to use it.

Leaking Water

      Please kindly follow these steps to troubleshoot the issue:
      1. Check if the drain hose is securely inserted into the outlet of the unit.
      2. Could you inspect the end of the hose to see if it is smooth? An uneven edge could cause leaks, and trimming it with scissors may help if needed.
      3. If the hose end is smooth and there are no leaks, could you try tilting the unit slightly, about 3 degrees toward the drainage outlet, to see if that resolves the issue?
      4. Since the water hose drains by gravity, ensure the drainage end is not submerged in water and is positioned lower than the water tank for smooth drainage.
      5. If the leakage issue persists, please Click HERE to contact our customer service team for assistance!

Not collecting water

      Please kindly follow these steps to troubleshoot the issue:
      1. Has the surrounding humidity reached the desired level? Consider lowering the target humidity setting.
      2. Please try setting the mode to "Smart Drying Mode"(clothes icon) . Then turn off the machine and wait for two minutes, then turn it on again and run it in this mode for 12 hours to see if it performs the dehumidification properly.
      3. The compressor will cause noticeable vibration when it starts. You should feel this within the first 4 minutes of powering on, which is a sign of normal functioning.
      4. After 4 minutes, check if the air output is warm, as this indicates the unit is operating normally.
      If the above methods do not restore the dehumidifier's performance, please Click HERE to contact our customer service team for assistance!

FL code but empty tank

      If convenient, could you please check if the white float in the water tank is obstructed?
      The automatic shut-off function operates based on an internal magnetic sensor and a magnet-equipped white float. When the water tank reaches its maximum capacity, the white float rises to its highest position, activating the sensor. The internal magnetic sensor detects the magnet on the float, triggering an electrical signal that stops the dehumidifier from operating.

      Sometimes, the float can get stuck, causing the unit to incorrectly detect the tank as full of water. If the float is stuck, please try pressing it down and check if the dehumidifier resumes normal operation.

      If the issue continues, please Click HERE to contact our customer service team for assistance!

Not blowing air

      Please kindly follow these steps to troubleshoot the issue:
      1. Has the ambient humidity reached the target level? Try lowering the target humidity level.
      2. Is the Automatic Mode on? When the humidity reaches 45%-55% RH, the machine will keep standby status until the humidity rises.

      If the issue continues, please Click HERE to contact our customer service team for assistance!

Frequently start and stop

      This means the target humidity is very close to the ambient humidity (±5%). If continuous operation is desired, adjust to a lower humidity level or switch to continuous mode. We recommend setting the humidity level between 50-60% for optimal comfort~

      If the issue continues, please Click HERE to contact our customer service team for assistance!

HS code

      HS means Automatic Defrost function:
      Please check if there is any frost buildup behind the air outlet of the product, you can kindly remove the filter to inspect it.

      The formation of frost on a compressor dehumidifier is a normal phenomenon. Due to the internal condensation technology, frost may occur after prolonged use, especially if the internal or environmental temperature is too low.
      Sometimes, even if there is no frost buildup, the HS code may still appear, which could be due to the internal temperature being too low.

      When the machine detects that the internal temerature is below -2℃, it will display the H5 code and enter automatic defrost mode. Please rest assured that during this process, there is no need to perform any operations. 

      Once defrosting is complete, the dehumidifier will automatically resume normal operation. The dehumidification performance is not affected, and you can continue using the unit with confidence~

      If the HS error code repeatedly appears in a short period of time, we recommend turning off the dehumidifier for one day to allow the frost on the rear air inlet to automatically melt.
      Once the frost has melted, you can turn the dehumidifier back on

      If the issue persists, please Click HERE to contact our customer service team for assistance!

Plugged in but cannot power on

      Please kindly follow these steps to troubleshoot the issue:
      1. Ensure if the plug is securely inserted.
      2. Try using another outlet to verify if the issue persists.
      3. If the issue persists, please Click HERE to contact our customer service team for assistance!

Unable to find the adapter

      The garden hose adapter is located inside the water tank.
      Please check there, and if you still cannot find it, please Click HERE to contact our customer service team for assistance!

Connect the hose and adapter

      Inside the package, you will find a drainage hose and a garden hose adapter (in blue and black).

      The proper connection should be:
      1. Unit’s Drainage Port 
      2. Provided Drain Hose 
      3. Provided Hose Adapter 
      4. Your Garden Hose

      We’ve attached four images for your reference~
      Please take a look for more details.

      If you encounter any issues during use, please Click HERE to contact our customer service team for assistance!
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Model: X1

The item appears to have been used

       We guarantee that all products sold are brand new and unopened. To ensure product quality, each item undergoes electrical testing before leaving the factory. This process may leave minimal residual moisture inside the product or water tank, which is a result of safety testing rather than prior use. Please rest assured that the product is safe to use.

       If the product has particularly obvious signs or evidence of use, it is very likely that Amazon has mistakenly shipped the returned product. We will resend you a new product. Please contact our support team directly!

Leaking Water

      Please kindly follow these steps to troubleshoot the issue:
      1. Check if the drain hose is securely inserted into the end of the water tank connection.
      2. Ensure the drain hose cut is smooth and trim it if necessary to prevent it from coming loose.
      3. If not using the water hose for drainage, ensure the water tank plug is tightly sealed.
      4. Since the water hose drains by gravity, ensure the drainage end is not submerged in water and is positioned lower than the water tank for smooth drainage.
      5. If the leakage issue persists, please contact our customer service team for further assistance.

Performance has decreased

      Please kindly follow these steps to troubleshoot the issue:
      1. Is the air blowing out from the back vent of the dehumidifier warm?
      2. Under normal circumstances, we can see the rotating inner rotary through the back vent.Could you please confirm whether the rotary is rotating? You can use the flashlight on phone to illuminate it, which will make it easier to check.
      3. If the unit is blowing warm air and the rotary is operating normally, it is possible that a water film has formed on the condenser tubes, which causing the normal dehumidification process to be disrupted.
       We suggest that you try tapping the air inlet to vibrate the condenser tubes and then sha-king the machine to disperse the water film on the condenser tubes, allo-wing the dehumidifier to resume normal operation.
      4. If the above methods do not restore the dehumidifier's performa-nce, please contact our customer service team for further assistance.

Hear an occasional noise

      After inspection by our technical experts, it has been confirmed that the noise is due to a slight downward displacement of the internal rotary caused by gravity when it rotates to the top. This is a normal occurrence and will not affect the performance or lifespan of the dehumidifier.Please rest assured to use it.

Can it operate continuously (24/7)?

      This dehumidifier can operate 24/7.
      If you need the dehumidifier to run continuously, please set the turbo mode without activating the timer function.
To prevent the dehumidifier from stopping due to a full water tank, we suggest using the provided hose and trimming it to the appropriate length. 
      Additionally, please place the dehumidifier at a higher position than the water outlet to ensure continuous drainage.

The machine didn't shut down when powered off

      When the dehumidifier triggers the tilt power-off program or is man-ually shut down, a 90-second delay shutdown program will be acti-vated to protect the product lifespan. During this process, internal com-ponents have ceased operation, while the fan continues to rotate for 90 seconds for heat dissipation, resulting in sound of airflow. Once the 90-second delay shutdown program concludes, the fan will stop rotating, and the dehumidifier will shut down completely.
      If the machine continues to operate beyond 90 seconds without sto-pping, please contact our customer service team for further assistance.

Does it need to be manually restarted after a power outage?

      For safety reasons, the dehumidifier needs to be manually restarted after a power outage to resume operation.

      Additionally, after the device is turned off, the timer function will reset. If you wish to use the timer function again, you will need to set it up once more. If you choose not to activate the timer function, the machine will continue to run continuously.
      Aeocky hope my explanation will help you further understand our product. If you encounter any issues while using the product, please contact us at any time. 

The full-tank indicator light is blinking, and it cannot be reset

      The automatic shut-off function operates based on an internal magnetic sensor and a magnet-equipped white float. When the water tank reaches its maximum capacity, the white float rises to its highest position, activating the sensor. The internal magnetic sensor detects the magnet on the float, triggering an electrical signal that stops the dehumidifier from operating.

      Sometimes, the float can get stuck, causing the unit to incorrectly detect the tank as full of water. If the float is stuck, please try pressing it down and check if the dehumidifier resumes normal operation.
      If the issue continues, please do not hesitate to contact our customer service team for further assistance.

What is the inner diameter of the drain hose?

      The water hose included with this dehumidifier has an inner diameter of 5/16 inches (8mm).I hope this information should help you purchase the appropriate hose adapter or a longer hose as needed.

Plugged in but cannot power on

      Please kindly follow these steps to troubleshoot the issue:
      1. Ensure if the plug is securely inserted.
      2. Try using another outlet to verify if the issue persists.
      3. If the issue continues, please do not hesitate to contact our customer service team for further assistance.

3. FAQs for Air Purifier

Model: Pandora

Missing Adapter or Filter

       We sincerely apologize for any inconvenience caused. The missing item(s) in your package was our mistake, and we deeply regret this oversight.

       While our products undergo thorough quality checks before shipment, occasional errors may occur due to high demand. This was an unexpected incident, and we apologize again for the inconvenience.

       To make it right, we will promptly send you the missing item(s). Please Click HERE to contact our customer service team for assistance!

Doesn't Work

      We're sorry to hear that you're not having a good experience. Everyone perceives the effectiveness of an air purifier differently, and personal impressions may sometimes influence how the product is judged.

      Please note that improvements in air quality often occur gradually and subtly over time. We recommend continued use for a period, along with checking the filter for signs of dust or dirt. Since HEPA filters are designed to capture very fine particles—often invisible to the naked eye—it may lead to the misunderstanding that the purifier is not working.

      If you have any further concerns, please Click HERE to contact our customer service team for assistance!

Clean instructions for the filter

      Here are the cleaning instructions for the filter:
1. Washable Pre-Filter
      Cleaning Frequency: It is recommended to check and clean the pre-filter once a month to maintain the best performance of the device.
      Cleaning Method:
      Carefully remove the pre-filter, avoiding damage to the sealing strip.
      Rinse the pre-filter gently with warm water (not exceeding 40°C). You may use a soft-bristle brush to gently scrub it, but avoid vigorous rubbing.
      After cleaning, place the pre-filter in a well-ventilated, shaded area to air dry. Do not expose it to direct sunlight or use a dryer.
      Ensure the pre-filter is completely dry before reinstalling it into the device
2. Others Filter
      Cleaning Method:
      The others filter is non-removable and should not be washed with water.       It is recommended to clean it using a vacuum cleaner.
      Use a low suction setting and a soft-bristle brush attachment on the vacuum cleaner.
      Important Note: Keep a distance of about 2-3 centimeters between the vacuum cleaner head and the others filter. Avoid direct contact between the vacuum cleaner head and the filter to prevent damage to the filter fibers.
       Perform the cleaning in an outdoor or well-ventilated area to prevent dust from re-entering the indoor environment.
       If you have any further concerns, please Click HERE to contact our customer service team for assistance!

Red Light Keeps Flashing / Unable to Reset Filter

      Please rest assured, this is not a product malfunction or quality issue. The red light flashing is a reminder triggered by the filter's usage timer. When the filter has been used for a certain period of time, the red light will flash automatically to remind you to clean the filter.

      After cleaning the filter, you can reset the filter timer by pressing and holding the light button for 5 seconds. Once reset, the red light will stop flashing.
      If you have any further concerns, please Click HERE to contact our customer service team for assistance!

Can't open the bottom cover

      We found the main reasons why the bottom cover cannot be opened:
      The bumps during transportation make the bottom cover of the product too tight. Large impacts or violent transportation can cause unpredictable deviations of the bottom cover, resulting in the product being unable to open after receipt;
      Please Click HERE to contact us and we will promptly send you a free replacement unit.

Unusual Noise from the Product

      We’re sorry to hear that you’re experiencing this issue. Our product uses a brushless DC motor, which is designed to be long-lasting and low-wear under normal operation. Unusual noise is not typical and may be caused by a foreign object stuck inside or a loosened internal component.

      If the issue persists, please Click HERE to contact us and we will promptly send you a free replacement unit.

Product Not Working / Fails to Turn On

      We’re sorry for the inconvenience caused. During shipping or daily use, the product may have experienced unexpected impact or shaking, which could result in operational issues.

      If your product is not working or cannot be powered on, please Click HERE to contact us and we will promptly send you a free replacement unit.

4. FAQs For Space Heater

Model: Lucas

What are the operating modes of the heater and how are they set?

       Lucas heater has three modes: Heating, ECO, and Fan Only, which can be switched by pressing the Mode button on the touch panel or remote control.

       In Heating mode, you can automatically adjust the three heating levels—H1, H2, and H3—which correspond to 700W, 900W, and 1500W, respectively.

       In ECO mode, you can set a target temperature (41°F to 95°F), and the heater will maintain the room at this temperature through temperature detection, automatic power adjustment, and switching. Please note that the temperature set in ECO mode does not represent the temperature of the air blown out by the heater, but rather the temperature it will maintain in your room.

       In Fan Only mode, the heater will only blow cool air.

Why does the screen automatically turn off?

      To avoid disturbing users' rest and to conserve energy, Lucas heater is equipped with a feature that automatically turns off the display.

       If there is no operation within 2 minutes, all display content will turn off except for the power and mode indicators.

       But don’t worry, the machine will still run normally even when the screen is turned off. At this point, pressing any button on the control panel or remote will reactivate the display, allowing user to make further adjustments.

The machine didn't shut down when powered off ?

      In order to effectively reduce component losses caused by residual high temperature and extend product service life in all aspects, after the Lucas heater is turned off in the heating state, its fan will continue to run and automatically turn off after 30 seconds.

Is it safe to run the Lucas heater overnight?

      We understand that you may be considering using the space heater to stay warm at night, but there are some safety tips to keep in mind. Because the space heaters generate a lot of heat, we do not recommend leaving them on unattended for long periods of time.
       Therefore, please do not run the heater all night while sleeping, and please do not leave the heater alone in a child's room to run overnight, to ensure the safe operation of the heater and your health and safety.

Can the red power light be turned off?

      The red indicator light turns on when the product is plugged in. This is to notify you that the heater is plugged in and power is going to the unit. This light cannot be turned off for safety reasons.

Smell something strange?

      For your health, Lucas has achieved industry-leading "0 harmful odors heaters". However, since the entire unit is made of V0-level flame-retardant materials, there may still be a slight odor during the first few uses. 
      Please rest assured that these odors are simply a result of the product's sealing during transportation. They are completely harmless and will quickly dissipate with use.

The remote control doesn't work?

      To ensure the safe transport of the remote control, we insert a transparent plastic piece at the bottom to separate the button battery. 
Therefore, please make sure to remove the plastic piece before testing if the remote control works properly.
      In addition, in some rare cases, the positive and negative terminals of the button battery may be installed incorrectly. We kindly ask you to reinstall the button battery according to the user manual instructions and try again.
      If the problem persists after troubleshooting the above, please click HERE to contact us and we will provide you with support as soon as possible.

Missing a remote? Received a used item?

      In order to ensure that buyers receive their purchases as quickly as possible, we authorize shopping platforms (such as Amazon) to be responsible for the logistics of all our products. 
    However, due to the restrictions of sellers, we are sorry that we cannot monitor or intervene in the platform's shipping and delivery process. 
    If the product you received has any issues such as damaged packaging, missing accessories, functional fault, or signs of use, please contact us at any time (Click HERE). As the seller, we are committed to resolving any problems you may encounter in a timely manner.

5.Shop Questions

Why can't I buy products in Shopify?

       Aeocky has an official store on Amazon, click here to visit.
You can ship through FBA on Amazon, which is faster and safer!