Frequently Asked Questions
Q: Do I have to take down my portable unit and store it inside after each use?
A: Yes, you have to bring it inside if it is not being used. Leaving your water heater outside in the elements can cause damage to the water heater and will void your warranty. The portables are NEVER to be permanently installed.
Q: How long can my CEL10 run constantly?
A: Ideally, as long as you have gas connected and proper water flow/temperature, this will run until you run out of either gas or water.
Q: How do I know if my order has shipped?
A: Whenever your order ships you will receive an email with tracking information informing you of the shipment. If there are ever any issues and you believe your order to be lost/damaged/stolen, please reach out to support@eccotemp.com so they may assist with filing a claim.
Q: Can my portable water heater be permanently mounted outdoors, even if it’s a warmer climate with no freeze worries?
A: Although all our portable models are for outdoor use, be sure to bring the unit indoors. When not in use, the unit should be drained, taken down and stored in a safe place away from the elements. Leaving the unit outdoors for prolonged periods of time can cause debris buildup, birds, leaves, dust, mice, bugs, etc. to make homes in your unit causing a fire hazard. Leaving your unit outdoors and not following the recommended use will void your warranty.
Q: How do I use my portable model without a garden hose hooked to it? We need it at a dry camp with water buckets.
A: If you dry camp, you will still need to leverage the Eccoflo Pump and Strainer that we sell, or some sort of pressurized water source. The pump works great for things like this.
Q: How long does a 20 gallon propane tank last with the CEL10?
A: If you take a 15-minute shower every day, it should last you approximately 3 to 4 months depending on water flow and temperature.
Q: How do I check for Gas leaks?
A: After you have your gas connected to your portable model, spray some soapy water or Windex sort of mixture on the connection and if you see bubbles, then you have a leak. If no bubbles, you are good to go with no leaks.
Q: What does the “Pre-order” notification mean when I look at certain items to buy on your page?
A: We mark all items that are out of stock as “Pre-order”, so that the customer is not surprised and is aware up front before purchasing that there may be a little wait time until the unit is back in stock. All pre-order dates are subject to change due to various reasons.
Q: Where’s the pilot light in the Eccotemp tankless water heaters? I can’t seem to find it.
A: Our products do not have pilot lights. There is an electronic ignition or battery powered ignition depending on the model of the water heater. The unit will ignite when there is hot water being requested of it and it will go out when you're done using the hot water.
Q: What does RGA mean? Why is it important to the customer support team?
A: RGA means Return Goods Authorization. This lets both us and the customer know that we are expecting the unit to be delivered to our warehouse. The RGA number that customer support provides you helps us track where the unit came from and what support ticket it is associated with to help with repairs and such. Without the RGA number on the box, we have no idea why the unit was sent back to us and may result in a package being declined upon arrival. All returns must be approved and an RGA number must be present from the customer support team.
Q: Can portable water heaters be left out in the weather?
A: The unit has to be sheltered when not in use or there are rodents and such that can get in to the unit and damage it. As for the weather, rain and cold air “FREEZING” will damage the unit. It must be taken down in those times. Leaving your water heater outside in the elements can cause damage to the water heater and will void your warranty. The portables are NEVER to be permanently installed.
Q: What are the clearances for the installation of my water heater?
A: The clearances vary depending on the model, but safely should be:
- At least 1-2 ft on top
- 18" minimum at the bottom
- 8-10" left and right
- 6" from the wall
- 2-3 ft from an open window
*If you have additional questions regarding correct installation, please be sure you review the most recent updated version of the manual for your water heater on our support page.
Q: What are the fittings made of on the water heaters?
A: The fittings are made of steel and all have external threads.
Q: How do I know if I have the most recent and updated manual and warranty?
A: Eccotemp reserves the right to change information in the manual and warranty at any time. To be sure you have the most updated version, please check under the product in question on our support page for all updated manuals.
Q: What do I do if I believe I received a damaged product?
A: If there are ever any issues and you believe your order to be lost/damaged/stolen, please reach out to support@eccotemp.com so they may assist with filing a claim.
Q: I received the wrong item. How do I get what I ordered?
A: If there are ever any issues and you believe your order to be incorrect, please reach out to support@eccotemp.com so they may assist. Please be prepared to send the team photos of what you received to ensure that the correct item is shipped the next time.
Q: I just received my water heater but it appears to have water in it. Why?
A: All of our water heaters are tested at the manufacturer level to ensure safety and quality. If there is residual water in your new product, that would be why. Often it is impossible to completely drain the water out of the piping of the heater. No need to worry.