Can Ella Look Up My Tub's Options If Someone Else Bought It?

Yes. When a walk-in tub was bought by an organization, a contractor, a dealer or a family member, the team can still identify it, because the lookup runs on the tub and the original order rather than on your name. Send a photo of the serial label, the installation address and whatever you know about the purchaser, and your Ella dealer or the team at (800) 480-6850 can look up the original order, confirm the model and send the matching spec sheet and manual. If you have no paperwork at all, the same identification steps are laid out in I Bought a House With an Ella Tub and Have No Information. Where Do I Start?, and this page adds what to do when the order sits under someone else's name.

Why the Name on the Order Does Not Block the Lookup

Every Ella walk-in tub is built around one specific order. The faucet options video on this page explains it from the shop floor. When an order is placed, a tub is pulled down with that order's name on it and drilled for whichever faucet was selected. It is then fitted with whatever features were chosen for that tub. Two tubs of the same model can therefore leave the building with different faucets and different features. That is why the question "which options does my tub have" is answered from the unit and its order, not from the model name alone.

The serial label on the tub identifies the model and the build. The original order is where the selections were made. If you are dealing with a tub someone else bought, the team can look up the original order with the purchaser's details and confirm the model. The purchaser does not have to be a person. Housing authorities, small businesses and contractors all place orders for tubs that end up in someone else's bathroom. This is a common enough situation that it has its own freight guidance in why an organization's address can still be classified as a residential freight delivery. If your tub arrived that way, you are not an unusual case.

What to Gather Before You Contact the Team

The lookup goes fastest when the team can match the tub in your bathroom to one order record. Collect as much of the following as you can. It is fine if some items are missing.

1. A photo of the serial label. The serial number is on the label behind the magnetic access panel next to the door. Pull the panel gently away from the frame and photograph the label. Send the number exactly as printed rather than retyping it from memory.
2. Photos of the tub and the door. These help the team confirm the brand, the door style and the model when the paperwork trail is thin.
3. The installation address. This is the location the tub was installed at. It is one of the identifying details the team uses when a purchase is not under your name.
4. Who purchased it, if known. Give the name of the organization, contractor, dealer or family member. If you know where it was purchased, such as a particular Ella dealer or a retailer, include that too.
5. Any other name or phone number the purchase may be under. The team may ask for these details when a tub was never registered. A program office number or a contractor's business name can be the piece that finds the order.
6. The purchase date, even if approximate, and an order number if anyone can supply one.

Open a ticket at ellasbubbles.com/support at any hour and attach everything in one message. Tickets are the most reliable path because your photos and serial number travel with the request. You can also call (800) 480-6850 during support hours, Monday to Friday, Central time. If the phone number printed on an old manual or sticker does not connect, see what to do when the tech support number you have is not in service.

What the Team Can Tell You Once the Tub Is Identified

With the serial label and the purchaser's details in hand, the team can do the following:

• Look up the original order and confirm the model.
• Send the spec sheet for that model, which gives the actual dimensions, the weight and the features.
• Send the right manual for your tub.
• Explain which parts and coverage apply to your situation.

These are the same facts anyone needs about a tub they did not order themselves. They tell you what model it is, how big it is, which side the door is on and what therapies it has. If you are asking because you plan to pass the tub along, note that Ella's Bubbles does not broker, appraise or resell tubs. The identification help is the same, and the details are in Will Ella Sell, Appraise or Help Me Resell a Used or Uninstalled Walk-In Tub?.

When the Organization or Dealer Holds the Paperwork

The model name is on the original invoice. When someone else bought the tub, that invoice is usually in their files, not yours. It is worth asking the organization, contractor or family member for a copy, because the invoice settles the model question at a glance.

If the tub was bought through a dealer or a retailer, the receipt comes from them rather than from Ella's Bubbles. A dealer invoice is the proof of purchase. The team can work with the dealer directly if a copy is no longer available. If the dealer has since closed or changed numbers, the team can still help, so a missing dealer is not a dead end. Start the ticket with what you do have and let the team tell you what else they need.

What This Means for Warranty and Parts

Looking up a tub's options and deciding warranty coverage are two separate things. The Lifetime Limited Warranty is extended to the first purchaser. It is tied to the original installation address and is not transferable. How that applies when an organization or another person made the purchase depends on the details, so tell the team who bought the tub, where it was installed and whether it was activated. They will confirm what applies.

A new tub that a family member bought and gave to you is covered when it was installed and activated in your name at the installation address. A later owner or the buyer of a used tub still gets parts, paid for by the owner, along with free lifetime tech support.

If you do open a warranty case, the team will ask for the place of purchase, the purchase date and a copy of the sales receipt, along with the serial number and photos. When someone else holds those documents, request them early. The full list is in What Proof of Purchase Do I Need for a Warranty Claim?. A request for proof of purchase is a normal step and not a sign that anything is being questioned. Ella's Bubbles does not send technicians. Parts ship under the warranty, and a local licensed plumber or electrician does the hands-on work, with free lifetime tech support behind them.

If the tub sat unused before it came to you, run the vinegar flush before your first bath:

1. Combine 2 cups of white vinegar with 2 cups of water.
2. Fill the tub to 1 inch above the highest jets and add the mixture.
3. Run the tub for 10 minutes, then drain.

Watch: Luxury Faucet Options for Your Walk-In Tub, Voted Best/Safest 2020 | Ella’s Bubbles with chapters and a full transcript.

Related Guides

• Where Do I Find the Serial Number on My Walk-In Tub?
• How to Get the Spec Sheet and Manual for Your Ella Walk-In Tub Model

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