FAQ'S

Questions about the ordering process

Do I need an account to order from you? 

You do not need an account to place an order with us. You will need to provide the following: your name, company name and address, email address, shipping address if different from above, payment information. 

Can I place an order without knowing the voltage of a hand dryer? 

No. You will need to provide this information to ensure you are receiving the correct item. To know which voltage is required refer to the voltage usage at your facility.  

What payment options are available? 

We accept Visa, MasterCard and American Express at time of checkout. 

Where do you ship from? 

All orders are shipped directly from a supplier-owned warehouse in Brantford, Ontario, Canada. 

Do you have a location where I can pick up an order or can I use my own courier? 

No. All items ordered on-line will be shipped using FedEx. 

When will an item be billed to my credit card? 

All orders will be charged at time of checkout. 

Once I place my order, how long will it take before my order is shipped? 

Shortly after your order is placed, you will receive an order confirmation email along with expected shipping date (2-3 business days). 

Questions about equipment specifications 

Which hand dryer is right for me? 

Choosing a hand dryer depends on what features are most relevant to you. Things to consider when purchasing a hand dryer are: 

  • Hand-Drying speed 
  • Power 
  • Efficiency 
  • Appearance 
  • Sound 
  • Maintenance 
  • Cost 

While a new energy-efficient hand dryer may cost more upfront, the cost effects and benefits of an eco-friendly hand dryer far outweigh it alternatives. You may also want to consider the warranty and if it is ADA compliant. Each of these could impact your purchase decision. 

What performance qualities should I be looking for? 

Finding a hand dryer with the right performance qualities depends on what features you are looking for. Look for hand dryers with a warranty you are comfortable with. You can also look at hand dryers that have been PCR tested. This means hand dryers that have been tested in a clear and consistent way, allowing you the consumer to make an informed decision. How many guests will be using your hand dryer daily? Our XLERATOR has an 8 second dry time which is ideal for busy restrooms, while our XLERATOReco has a slightly longer dry time but added features for energy-efficiency. 

How long will my hand dryer last? 

Most hand dryers last and somewhere from 7-10 years, depending on frequency of use. Our energy efficient XLERATOR dryers are warrantied for 7 years, but last much longer. 

How much will it cost me to install my new Hand Dryer? 

Installing your new hand dryer may range in price depending on your Electrician. We highly recommend a Licensed Electrician install and service your hand dryer. 

What voltage do I need?  

First you will want to determine what voltage is in use at your facility. If you don’t know your facility’s voltage settings, consult an electrician. Our models come in two voltages, 110-120V and 208-277V. Make sure you know your facility’s voltage when purchasing a dryer. 

What’s the difference between an Xlerator and a Thin Air? 

There a several differences between the two from their size and look to performance. The Thin air hand dryer has a more shallow profile and a dry time of 14 seconds. The XLERATOR has a larger frame and a dry time of 8 seconds. Both dryers come with adjustable speed, sound control and heat settings. 

What’s the difference between an Xlerator and an XleratorEco? 

The XLERATOReco is the environmentally friendly option when considering hand dryers. They use no heat and require just 500 Watts of energy to function. The XLERATOReco has a 2 second longer dry time than the XLERATOR. 

How many Watts does the XLERATOR hand dryer use? 

Our XLERATOR hand dryer comes in 3 different specifications and uses 1240-1450W, 1160-1490W and 1410W. 

Our XLERATOReco hand dryer comes in 3 different specifications as well and uses 460-530W, 425-500W and 500W. 

Our ThinAir hand dryer also comes in 3 different specifications and uses 770-915W, 735-950W and 890W. 

What is a High-Efficiency Particulate Air (HEPA) filter? 

HEPA is simply a classification of filter. A HEPA filter is a mat of randomly aligned fibers made from synthetic materials (similar material to quick-dry clothes) or fiberglass. 

What qualifies as a HEPA filter? 

In North America, any particulate air filter that removes 99.97% of particles passing through meets the qualifications to be classified as a HEPA filter. 

What is the difference between a HEPA and a standard? 

If a filter can capture >99.95% of particles passing through, then it receives the title High-Efficiency Particulate Air or HEPA. 

Do HEPA filters restrict air flow?  

In some cases, yes, however if the HEPA filter is installed in a compatible dryer then there should be no noticeable changes to airflow. 

Questions regarding Carbon Footprint and Hygiene 

How Eco-friendly are our hand dryers? 

To understand if a hand dryer is eco-friendly, check to see if it has an Environmental Product Declaration (EPD) certification. This is a good way to assess the impact a product will have on the environment. The first hand dryer company to publish verified, third party EPD’s was Excel Dryer. High speed hand dryers like the XLERATOReco, are the most energy efficient and produce the least amount of co2 emissions. The XLERATOReco also qualifies for the most LEED v4 credits of any other hand dryer. 

Are XLERATOR hand dryers hygienic? 

Yes! Hand dryers are the most hygienic option when it comes to drying hands. Hand dryers equipped with a HEPA filter capture 99.97% of particles down to 0.3 microns. 

Are Hand Dryers better than Paper Towel? 

Hand dryers are better than paper towels because hand dryers provide dramatic cost savings over paper towels. Sure, you’re required to invest in a hand dryer and that can be costly upfront, but the savings you’ll see when you don’t have to purchase paper towels in bulk will far outweigh the cost of the hand dryer. You will also notice a decrease in restroom management as you won’t have to be refilling the paper towel dispensers and cleaning paper towel left on the floor or other inappropriate areas. 

With the ongoing pandemic of COVID-19 there has never been more reason to add a touchless hand dryer to your restroom or establishment. 

Questions regarding trouble shooting 

How do I turn the power off to my hand dryer? 

You cannot “switch” off the power to your Excel hand dryer. Your dryer is required to be hard wired to your electrical panel and you must locate the proper circuit breaker to turn it off. The red LED light will also go out confirming the device is no longer receiving power. 

Can I add a heating element to my XLERATOReco hand dryer? 

No, you may not add a heating element to your XLERATOReco hand dryer. Any modification to the heating element will void the warranty. 

Is my hand dryer customizable? 

Yes! Customizing your hand dryer to match your restroom and design is simple. Custom covers allow you to customize your hand dryer with colors, graphics, or messages that align with your brand. We also have a selection of Wall Guards, Recess Kits and XChanger kits to complete your restroom the way you want it. 

How do I take the cover off my hand dryer? 

To remove the cover, a special 5/32” Hex Key with a hole in the center of the arm is required. Your dryer kit will come with one. If lost, contact your distributor or manufacturer to obtain one. 

Where is the serial number located? 

You can find your serial number of your Excel hand dryer on both the outside cover (lower left side) and on the inside housing. 

Why won’t my dryer turn on? 

There are a number of reasons why a hand dryer might not turn on. Refer to the Excel Dryer Troubleshooting codes chart for and troubleshooting assistance. 

Why doesn’t my dryer have heat? 

In some cases, the hand dryer is not meant to dispense hot air- for example the XLERATOReco dryer has no heating element. If you do not have an ECO dryer, check the dial marked H on the control assembly and ensure it is in the “ON” position. If you still do not have heat, your heating element may have failed. 

Why is my dryer blowing half of what it used to? 

Check for a crack in the plastic housing, nozzle, at the heating element, and in the motor bracket inside the housing. Cracks may allow air to escape before reaching the nozzle. If no cracks are found, your motor may be failing. 

Why does my dryer have a burning smell and/or a grinding noise? 

A burning smell or grinding noise can be caused by debris being sucked up into the heating element, so inspect the dryer and clear it of any debris. If there is no debris in the heating element, a burning smell or grinding noise may be signs of a failing motor. 

How can I make my dryer quieter? 

If your dryer is too loud, you may have a dryer with a standard .8 nozzle. A 1.1 noise reduction nozzle or turning the motor speed down (turn the knob on the control marked “M” counter-clockwise), can help reduce hand dryer noise. You may call us with your serial number and we can determine the best course of action for you.