Canceling a Walk-In Tub Order Before or After It Ships

To cancel an order, contact the team right away through ellasbubbles.com/support or (800) 480-6850, or contact where you purchased if you ordered through a dealer or retailer. Have your order number ready. The first thing the team checks is whether your tub has left the warehouse. If it has not shipped, the order is canceled and you receive a receipt confirming the cancellation. If it has already shipped, the team asks the carrier to stop the delivery and route the freight back to the Chicago warehouse.

Canceling Before the Order Ships

Every Ella tub is assembled and tested to order, so an order that has not yet shipped can be pulled from the schedule. The team cancels the order, sends a receipt confirming the cancellation and arranges your refund. If you applied for financing through one of Ella's lending partners, the team also notifies the lender that the order was canceled so the loan does not proceed.

1. Contact the team with your order number and ask to cancel.
2. Tell the team if a carrier has already contacted you to schedule a delivery.
3. Wait for the written cancellation confirmation and keep it with your records.
4. Ask the team to confirm how your refund will be processed.

Canceling After the Order Ships

Once freight is on a truck, cancellation becomes a return in transit. The team contacts the carrier and asks that the shipment be held and returned to the warehouse instead of delivered. This can take a few exchanges with the carrier, especially if the freight has already been handed to a final-mile delivery agent, so the sooner you call, the better. Do not accept or sign for a delivery you have canceled. If the carrier calls to schedule delivery anyway, tell them the order was canceled and contact the team the same day. The team confirms the refund once the returned freight is back with them. If you picked the wrong door or drain side rather than wanting to cancel altogether, the wrong drain side was shipped, how do I return it covers that exchange.

Duplicate Orders

Duplicates happen more often than you might think, usually when a homeowner and their contractor each order the same tub. Before ordering, confirm with your installer that only one of you is placing the order, and double-check the door side and drain side on the confirmation. If a duplicate unit arrives, do not sign for it. Refuse the delivery, note the refusal with the driver, and contact the team so the carrier returns it and the refund can be arranged.

Canceling Because of Installation Costs

Some cancellations come from an installation estimate that is higher than expected. Before you cancel for that reason, talk with the team. Ella does not perform installation, but the team can often help you locate another licensed installer in your area so you can compare before deciding.

Fees and Refunds

Whether any charges apply to a cancellation depends on your order and its status, and the team confirms this when you call. Ella walk-in tubs are made to order, so the earlier you cancel, the simpler it is. Once a tub has been delivered and accepted, the 30-day return policy applies instead: the product must be uninstalled and in its original packaging, and the published policy states that "The restocking fee is 25% of the original order amount, less taxes and shipping costs." Installed products cannot be returned. Questions about tax on a canceled or returned order are covered in sales tax, customs and duties on your order.

Related Guides

• My order arrived damaged, how do I file a freight damage claim?
• Your walk-in tub has arrived, how to inspect the delivery before signing

Common Questions

Still Need Help?

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