My Shower Was Approved for Replacement: How the Replacement Order Works and How to Check Its Status

Once Ella confirms that a defective shower cannot be repaired, the replacement is handled as a new order placed with the shower factory, with a warranty credit applied so the replacement unit is supplied under the warranty terms. The factory provides an estimated ship date, support relays it to you, and tracking follows once the unit leaves. Because the replacement is built and shipped like a new order, Ella does not promise a specific turnaround, but support can check the status of your work order at any time.

How a Shower Replacement Is Approved

When you report a defect in the shower, support opens a work order and gathers photos and a description of the problem. Support first determines from that information whether the unit can be corrected in place. If the unit is found to be unrepairable, a credit memo is issued under the warranty terms and conditions, good toward a replacement unit equal in size and style. The reporting steps and the photos you will need are covered in the shower base and shell warranty claim article.

What Happens After Approval

1. Support places a replacement order with the factory and attaches the credit memo along with the photos and notes from your work order.
2. The factory confirms an estimated ship date, and support passes it along to you. Support can ask the factory to move the date up when the original unit was defective, but the factory controls its production schedule.
3. When the unit ships, support forwards the carrier tracking so you can watch for the freight delivery.

Why the Replacement May Be a Multi-Piece Unit

Under the warranty terms the replacement is equal in size and style, and it may be supplied as a multi-piece or sectional unit rather than a one-piece stall. A sectional unit is easier to bring through finished doorways and hallways, which matters when the bathroom is already built around the original shower. The clearance issue is explained in the one-piece shower doorway article.

Keep the Original in Place Until the Ship Date Is Confirmed

A replacement order is not instant. Removing the defective unit before the replacement has a confirmed ship date can leave your household without a working shower for longer than expected. Wait for support to confirm that the factory has accepted the order and given a date before you schedule demolition and the installer's return visit.

Checking on Your Replacement

When you contact support, have the work order number, your original order details and the model of the shower ready. Support looks up the work order, confirms whether the unrepairable determination and credit have been recorded, and reports where the replacement order stands with the factory. If you purchased through a retailer, the replacement is coordinated through that channel with Ella working directly with the factory, as described in the retailer purchase support article. For what support can and cannot see once a shipment is moving, see where is my replacement part.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• What Happens After a Warranty Part Is Approved: Testing, Where It Ships, Return Labels and What to Keep

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Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.