Can I Change the Shipping Address or Consignee Name After Placing My Order?

Yes. If the shipping address on your order is wrong or has changed, contact where you purchased or the team at (800) 480-6850 with your order number and the corrected details. The order is updated and a corrected invoice or receipt is sent back for you to confirm. Corrections are simplest before the tub ships. Once the tub is with the carrier, Ella sends the carrier a corrected Bill of Lading, and the change then depends on the carrier's process. Orders placed through a retail partner that ships on its own freight account follow a different path, because those shipments must go to the address the retail partner supplies.

Fixing the Address Before the Tub Ships

1. Open a ticket or call with your order number and the complete corrected address, including the consignee name, unit or suite number and a working phone number for the delivery appointment.
2. Say whether the new address is residential or commercial, and whether a liftgate is needed. A commercial job site with a dock may not need one, and the choice affects how the shipment is booked.
3. Review the corrected invoice or receipt Ella sends back. This is the document the Bill of Lading is built from, so check spelling, house number and zip code again.

Small errors matter. The carrier's driver relies on the printed address, so ask for the correction rather than assuming a close address will deliver. Delivery to a different person, such as a contractor, a family member or a business in care of a builder, is fine as long as that name appears as the consignee. How your order moves from paid invoice to shipment is described in I just placed my walk-in tub order, what happens next?, and the invoice review step is covered in proposals and order confirmations.

Changing the Address After the Tub Ships

Once you receive the shipping notification with the carrier and tracking number, the tub is already on the carrier's paperwork. Contact Ella right away with the correction. Ella sends the carrier a corrected Bill of Lading with the right ship-to name and address and asks the carrier to confirm the change. The further along the shipment is, the more likely the driver will attempt delivery at the original address first, so watch the tracking and be reachable by phone, because the carrier calls the consignee to book the delivery appointment. Tracking is explained in how do I track my walk-in tub freight shipment. Keep the consignee name current whenever a project changes hands, especially for builders shipping to a job site or a facility.

Orders Placed Through a Retail Partner

Tubs ordered through a retail partner ship on that partner's freight account to the address the partner provides to Ella, and Ella cannot change that address on its own. To correct it before shipping, ask the retail partner to send Ella a change request. After the tub ships, you can contact the carrier about delivery or pickup options, and the retail partner may need to approve any change since the shipping is billed to its account.

Related Guides

• Your walk-in tub has arrived, how to inspect the delivery before signing
• How your walk-in tub ships and how to prepare for delivery day
• My tub arrived damaged. What should I do in the first 48 hours?

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.