Frequently Asked Questions

What shipping carrier do you use?

All major carriers including UPS, FedEx, and USPS

Can you Ship to an APO, FPO or PO Box?

Yes, please contact customer support at 800-222-6154

What is Thermal Protection?

All good vacuum cleaners are manufactured with thermal protection, also known as TCO (thermal cutout switch). What this does is prevent your vacuum from overheating and damaging the motor of your vacuum.

What causes the thermal protection to turn on?
When you have a dirty filter, clogged hose/utensil, or are using a small utensil for a long period of time, the airflow to the motor gets restricted causing the vacuum to get warm. Once the airflow has been restricted for some time, the thermal cut out switch will engage. This will shut your vacuum down for a period. After about an hour, your vacuum should turn on again. To prevent this from happening, make sure your vacuum has a new filter, the hose and utensils do not have any clogs, and that you are not using a small utensil for a long period of time.

Any additional questions on this, please feel free to reach out to our customer support team at 800-222-6154

How do I know what vacuum to purchase?

For help on deciding what vacuum would work best for your situation, please visit our Product Selector.

What type of filtration should be used for hazardous material?

True HEPA (High Efficiency Particulate Air) 99.97% Efficient at .3 Microns or larger

ULPA (Ultra Low Penetrating Air) 99.99% Efficient at .12 Microns or larger

Why is the hardwired cord on the backpack vacuum short?

Atrix manufactures the Atrix backpack cord (pigtail) a certain length for two reasons:

1. Our customers range from professional cleaners to homeowners. Many of our professional cleaners need different size cords and by manufacturing the cord as a pigtail, the cleaner can then choose which size extension cord best suits their application.

2. The second reason we have a short hard-wired cord (pigtail) is if the professional cleaner is vacuuming, and their cord gets damaged they are out a whole vacuum. By manufacturing the cord short, it then offers the operator a quick fix if the cord is damaged—simply by replacing the extension cord.

Why are prices on your website higher than those of your distributors?

As the manufacturer, we do not compete with the prices of our distributors. Atrix has built its foundation on distribution, with leading companies such as Grainger, Fastenal, Univar and others. We take pride in the relationships we have created over the years and support our distribution channels by guiding our customers to some of world’s most respected companies.

What is the process to return a vacuum for repair?

If you need a repair, please contact customer support at: 800-222-6154

Our customer service representative will walk you through some general troubleshooting. If the troubleshooting does not fix the issue, the customer service representative will provide you with an SRA number (service return authorization)  to have you return the product for repair. The customer will be responsible for shipping the item to Atrix.


If you purchased a vacuum from one of our approved distributors, you may contact them directly for a return or exchange.

If you are looking to have your product serviced, please contact customer support at 800-222-6154