Should I Contact Ella or My Dealer for Warranty Service?

It depends on the kind of question. Anything about the transaction itself, such as order status, tracking and delivery details, goes back to where you purchased, because they hold the order. Anything about the product comes to Ella's Bubbles: how a feature works, installation questions while the plumber is on site, replacement parts, warranty activation, what the warranty covers, and warranty claims such as an air pump that has stopped. The Lifetime Limited Warranty comes from Ella's Bubbles, not from the dealer or installer, so the claim is filed with Ella, and the service model is laid out in Who Can Come Out and Fix My Walk-In Tub?. If you are not sure which category your question falls into, start with the team at (800) 480-6850 or open a ticket at ellasbubbles.com/support.

Who Handles What

What this means for you: the dealer is your contact for the purchase, Ella is your contact for the tub, and a local licensed professional is your contact for anything that needs hands on the tub. A dealer installation gives you one number to call for follow-up, and the team can also point you back to a dealer in your area when service is needed, but the warranty claim itself always comes through Ella. Ordering and Shipping Policy: What to Expect From Order to Delivery covers the invoice and tracking side of a purchase.

A Stopped Air Pump, Worked Through

An air pump that stops working is a good example of how the split works. The published warranty covers supporting equipment, motors and pumps under the Lifetime Limited Warranty for the original owner, so the claim comes through Ella's Bubbles rather than your installer. Once the fault is verified, Ella ships the replacement pump to you, while labor, installation and removal are not covered. Ella does not send field technicians, so your installer or a local licensed electrician fits the pump, and the team can join by phone or video call while they are at the tub.

Before anyone orders a pump, one test tells the team what to ship, and it is safe to do with an empty tub:

1. Remove the large magnetic access panel and find the blue control box screwed to the frame.
2. Unplug the air pump from the back of the box. Its plug is on the port labeled Load #1.
3. Plug the pump straight into the wall outlet. If it starts at full blast, the pump is fine and the fault is in the button hose, the control box or the wiring between them. If it does nothing, the pump itself is the problem.

A high-pitched whine before the pump stopped is worth mentioning, because a loose white PVC fitting at the front of the pump can cause both the whine and the failure, and it is tightened rather than replaced. The full set of tests, including swapping the pump plugs and checking the button hose, is in Air Pump Whines or Stopped Working: Tests Before Replacement and How a New Pump Ships. When a replacement arrives, it is matched to your tub model, so if it looks different from the one under the tub, send photos of both before anyone connects it, as Is the Replacement Air Blower the Right One for My Tub? explains.

What to Have Ready When You Contact Ella

• Your model name from the order paperwork and the serial number from the label behind the magnetic access panel next to the door.
• A one or two sentence description of the symptom, plus photos or a short video. For a pump, a photo of the pump label and your test results.
• Where and when the tub was purchased. The dealer's name is recorded as the place of purchase, but the warranty is in your name.
• Your contact and shipping details, so a verified part can ship to the installation address.

Many problems turn out to need no part at all, just a reconnected air tube or a cord plugged back in, which is why the team diagnoses by phone, photos and video first. The team is available Monday through Friday, 8:00am to 5:00pm Central.

When the Dealer Is the Right First Call, and When It Is Not

Contact where you purchased first when the question is about the order, the delivery, or arranging the installer who sold you the tub to come back. Some dealers will not work on tubs they did not sell or install, so if you bought elsewhere or moved into a home with an Ella tub, go straight to Ella and a local licensed professional. Be aware that Ella's Bubbles is not bound by warranty promises made by dealers, retailers, distributors or contractors, so the published warranty terms are the ones that apply.

If your dealer or installer has gone out of business, nothing changes on the product side. The Lifetime Limited Warranty is from Ella's Bubbles and continues for the first purchaser at the original installation address, free lifetime technical support continues, and any licensed local plumber, electrician or handyman can fit a part that Ella ships. The only thing that closed with the installer was its own labor promise. Choosing an installer who stays reachable is the easiest protection, and What Should I Look for When Hiring a Walk-In Tub Installer? covers what to ask about follow-up before you hire.

Related Guides

• How do I activate my Ella's Bubbles walk-in tub warranty?
• What does the Ella's Bubbles Lifetime Limited Warranty cover?
• What Should I Check Before Filing a Walk-In Tub Warranty Claim?

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