How Do I Order a Replacement Part Without a Serial Number?

You can still identify and order a replacement part for an Ella walk-in tub when there is no serial label to read, because the team matches a part from clear photos of the part, the tub and its fittings, together with the tub's exterior measurements, rather than from the serial number alone. Send those photos through a ticket at ellasbubbles.com/support, or call (800) 480-6850 and the team will tell you how to get them over, and the team confirms the match with you before anything ships. Do I need to send photos to order a replacement walk-in tub part? explains why photos drive every parts order; this page covers what to send when the label is missing and how the order proceeds from there.

First, Make Sure the Label Is Really Gone

Every Ella walk-in tub carries a label with its serial number on the inside of one of the removable panels. On current tubs that is the magnetic access panel beside the door, which lifts off by hand with no tools. The short video on this page shows where to look and what the number tells the team: when the tub was made, who built it, and which replacement parts are compatible with that unit. Before you report the label missing, check three places.

• Behind the magnetic access panel next to the door. Read the whole label rather than one line. One of the numbers printed there is often the manufacture date, and people sometimes send that thinking it is the serial number; the serial number is a separate number printed next to it.
• On your paperwork. The model and serial number also appear on the purchase receipt, proposal or invoice, and on a parts request your invoice number can stand in for the serial number.
• On the shipping crate or older paperwork. Older tubs may show a short letter-and-number code there instead of today's model name, and the team can translate those codes to the current model, so send any code you find even if it does not look like a model name.

If there is no removable panel beside the door, or the label does not look like the one in the video, do not guess from the shape of the tub alone. How Do I Tell If My Walk-In Tub Is an Ella Brand Tub? explains how the team confirms the brand from photographs, and the same photographs start your parts order.

What Replaces the Serial Number: Measurements and Photos

Without a serial number the team identifies the tub first and the part second, and both come from what you send. Measure the exterior length, width and height of the tub in inches, because Ella models are identified by these sizes and a match to a listed model is the fastest confirmation. Note the door: does it swing inward into the tub or outward into the room, and is it on the left or right as you face the tub? Then photograph:

• The whole tub from the front, so the shape of the shell, the deck and the seat are visible.
• The door and its latches up close, so the team can confirm the model and the door side.
• The control buttons or dial, the faucet set and the handheld shower. Some older Ella tubs were fitted with faucets built by other companies, so the faucet tells the team which set you have.
• The drain area, and any label fragment, sticker or stamped code anywhere on the shell, under the deck or on the apron, even if it is partly worn away.
• If you can reach the underside through an access panel, the pump, the blower and any tags on them.

Then photograph the part itself, which is what settles the order. The most useful pictures are one of the whole part in place, one of the fitting or thread where it connects, and one wider shot of the faucet or drain it belongs to so the set is clear. Mark the piece that is cracked, bent, split or missing. Measurements of the part are still useful, so include them, but they are not what the team matches on. Ella's five-piece and two-piece Fast-Fill faucet sets ship with 5-ft supply lines, Ella tubs use a 2 inch gravity drain with an overflow, and faucet valves come as hot and cold pairs, yet within each category the fitting that connects to your tub depends on which faucet set you have and when the tub was built. Mention in the ticket what you need next, such as the part, a manual or a spec sheet.

What the Team Does with Your Ticket

Support compares your photos and dimensions against the lineup. When a tub matches a model such as the Petite or the Elite, support confirms it and sends the link to that model's product page, where the manual and spec sheet live. If the original order can be located, it also shows which therapy systems the tub was built with. Is My Unbranded Walk-In Tub an Ella, and Which Model Is It? covers this identification step for a used or unlabeled tub.

For the part, the team sends a picture of the replacement it can supply so you can confirm it matches before anything ships. For some tubs only one version of a part is available, so this check matters. Two examples show how the match works in practice. A hand shower hose or sprayer head varies by faucet set and by the age of the tub, so the team asks for a photo of the faucet and the damaged part rather than sending the nearest match; Hand Shower Hose and Sprayer Head Replacement, and Water Behind the Tub Near the Hand Shower shows what to check first, such as whether a snapped head left its threads stuck in the hose, which means you need a new hose as well. A drain is supplied as one drain and overflow assembly, and Ordering a Complete Drain and Overflow Assembly and How It Is Replaced describes the photos to take from inside the tub and, if you can reach it, of the drain body underneath.

Ella has updated many parts and specifications over the years, so the current spec sheet for a model may not match a unit built several years ago in every detail. For a part request on an older tub, a clear photo of the part you need is the most reliable guide, and replacement parts are often still available for older units. The broken part never has to be shipped back; the photo stands in for it, and the team keeps a record of failed faucet cartridges and shares the pictures with the factory.

Warranty, Purchased Parts and Who Does the Work

The team also asks whether the tub is newly purchased or already installed, and whether you are the original owner, because the failure is documented for the warranty. Parts are covered for the original owner at the original installation address once the team verifies the failure from your photos, which is why the photos matter as much for coverage as for identification. If the part is supplied under the warranty it ships at no charge after verification. If it is a purchased part, payment is taken by phone; for security the team does not store card numbers, so have the card ready on the call. Include the shipping address and a phone number for the carrier label. A replacement hose or sprayer head is tested before it ships and sent by UPS, and tracking is emailed once the parcel carrier picks up.

Labor is never covered, and Ella does not send technicians. A sprayer head unscrews from the hose and the hose unscrews at its base fitting, so those are hand tight jobs with no special tools, while a drain body sits beneath the tub and connects to the house drain, so plan that replacement with a licensed plumber.

Watch: Ella's Bubbles: Serial Number Location with chapters and a full transcript.

Related Guides

• Is My Tub an Ella? Identifying the Brand and Model From Labels, Doors and Faucets Before Ordering Parts
• Where to find your walk-in tub model and serial numbers

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