How do I check the status of my Ella order or shipment?

Your Ella order passes through a few stages, and who can tell you its status depends on which stage it is in. Before the carrier picks up, status comes from your Ella dealer or the team at (800) 480-6850, who look up the order record and confirm whether each item is in stock, built to order or on pre-order. Once the freight carrier picks up the crate, a tracking number is emailed to you and you follow the shipment on the carrier's own website, as How Do I Track My Walk-In Tub Freight Shipment, and What If It Stalls? explains. Ella tubs are assembled and tested to order, so the team confirms timing for your specific order rather than quoting a general delivery date.

The Stages of an Order and Who Knows the Status at Each

1. Order confirmed. The in-stock items on your order are confirmed on the invoice, and any item that is out of stock at order time is logged separately as a pre-order so it does not hold up the rest.
2. Built and tested. Every tub is assembled and tested to order. During this stage the only source of status is your Ella dealer or the team, who can tell you the current status of each item on the order.
3. Carrier pickup. The tub ships from Chicago by LTL, or less-than-truckload, freight. Once the carrier scans the pickup, your tracking email goes out with the carrier tracking number.
4. In transit. Freight moves terminal to terminal, and carriers sometimes put a long leg on the rail, so scans can be spaced out rather than continuous.
5. Delivery appointment. The freight carrier calls the phone number on your order to schedule a delivery time before the truck arrives.
6. Delivery. Be present to inspect the crate and sign the delivery receipt.

Checking Status Before the Tub Ships

Before pickup there is no tracking number, so the question is answered from the order record. Call (800) 480-6850 or open a ticket at ellasbubbles.com/support with your order number if you have it. If you do not, the team can locate the record from the name the order was placed under, the installation address and the approximate order date, which is the same way the team verifies a purchase when a receipt is missing. If you ordered through an Ella dealer or a retailer, ask them first; they request order status and tracking from Ella on your behalf.

Dealers checking on a customer's order give the team the same identifiers: the name the order was placed under, the installation address and the approximate date. The team confirms whether the order is on file, which items are confirmed, which are on pre-order, and whether the tub has been released to the carrier. Because every tub is built and tested to order and total time varies by model, options and stock, the team confirms timing for that specific order and does not publish a general processing or delivery timeframe. The words in stock, built to order, pre-order and backorder each describe a different stage, and knowing which applies to each line on your order tells you what you are waiting on.

Checking Status After Pickup

Find the shipping confirmation email with your tracking number, open the carrier's tracking page in a web browser, and enter the number. Look for the shipment status and the delivery appointment once the carrier posts it. You can also ask support to track it for you. Make sure the phone number on your order is one you answer, because the carrier calls to set the appointment. Tubs going to Canada may be handed to a Canadian carrier for final delivery under a second tracking number, so during that hand-off the original number may stop updating or return no results for a time.

If the tracking has not updated for a stretch, shows a reroute, or a number returns nothing, reply on your ticket or call with your name and order. The team contacts the carrier, finds out where the crate is and when it will move, and updates you. If the carrier cannot locate the shipment at all, support opens a trace with the bill of lading and photos of the crated tub, pulls the proof of delivery if tracking shows delivered, and if the freight is confirmed lost, the warehouse prepares a replacement tub and ships it with new tracking. Ella's Bubbles is the shipper on the bill of lading, so Ella handles the freight claim and you file nothing with the carrier yourself. My Tub Shipped but the Carrier Cannot Locate It. What Happens Now? walks through the trace.

When Part of the Order Ships Separately or Together

Some orders ship in more than one piece. The four-fold glass shower screen is stocked in limited quantities, and when it is out of stock at order time the tub, faucet and in-stock accessories ship now while the screen is logged as a pre-order and sent separately when the next shipment arrives, with pre-orders prioritized. If you are watching for the screen, Four-Fold Shower Screen on Backorder: How the Rest of Your Order Ships and How the Screen Follows describes how it follows your tub.

The reverse is also possible. Two orders can usually be combined on one freight shipment if you ask before the first order ships and are willing to wait until the later order is ready; once a pallet has been released to the carrier, the second order ships separately. Orders that ship together can be on one invoice or separate invoices. Ella can only combine items that Ella is shipping, never goods from another company. Can Two Orders Ship Together on One Freight Shipment? lists what has to be true for a combined shipment.

What to Have Ready When You Ask

• Your order number, or the name the order was placed under, the installation address and the approximate order date.
• The tracking or PRO number and the date you were told the tub shipped, if it has shipped.
• The delivery address and the phone number the carrier should call for the appointment.
• For a dealer inquiry, the customer's name on the order and the installation address.
• A note of anyone who receives freight at the address, such as a building manager or contractor, in case a delivered pallet was signed for at a receiving desk.

Related Guides

• Your walk-in tub has arrived, how to inspect the delivery before signing
• What If I Find Concealed Shipping Damage After Signing the Delivery Receipt?

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