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Cracked Leveling Foot or Kinked Hose on a New Tub Before Installation: How to Get Replacements

▶Glossary8
  1. What to Send with Your Request
  2. Why It Helps to Wait Before Installing
  3. Steps to Get the Replacement Parts
  4. If the Damage Happened in Shipping
  5. Related Hoses and Fittings
  6. Related Guides
  7. Common Questions
  8. Still Need Help?

Yes. If you uncrate your new Ella walk-in tub and find a cracked leveling foot, a kinked hose or another damaged part, Ella ships the replacement under the lifetime parts warranty so your plumber can install the tub correctly. Open a ticket at ellasbubbles.com/support with clear photos of the damaged part, your model and serial number, and your purchase details, and the support team will verify the issue and ship the parts to you. If your plumber has not yet set the tub, it helps to have the replacement parts in hand first so the tub goes in level and the job is finished in a single visit.

What to Send with Your Request

The support team can approve and ship a part faster when the first message contains everything needed to verify it:

  • Photos of each damaged foot, hose or fitting, close enough to show the crack or kink clearly.
  • A short description of what you found, how many pieces are affected and whether the tub has been installed. For a new tub, note that it has not.
  • Your model and serial number. The serial number is on the label behind the magnetic access panel next to the door.
  • Your purchase details and shipping address so the parts go to the original customer's address.

Why It Helps to Wait Before Installing

The leveling feet carry the tub and let your plumber set it level on the floor, and a cracked foot cannot do that job reliably. A kinked hose can restrict flow or fail once the system is under pressure. Replacement parts ship under the warranty, but labor is never covered, so installing first and correcting later means paying your plumber for a second visit. Waiting for the replacement feet or hose keeps the installation to one visit.

Steps to Get the Replacement Parts

  1. Photograph the cracked foot, kinked hose or other damaged component before touching it further.
  2. Locate your serial number behind the magnetic access panel next to the door and note your model.
  3. Open a ticket at ellasbubbles.com/support or call (800) 480-6850 with the photos, description, serial number and shipping details.
  4. Support verifies the damage and ships the replacement parts to the original customer's address.
  5. Have your licensed plumber fit the new feet or hose and then proceed with the installation.

If the Damage Happened in Shipping

Damage found when you uncrate the tub may be freight damage. Freight-damage claims must be filed within 48 hours of receipt, so inspect the tub for both visible and concealed damage as soon as it arrives and keep all of the packaging material until the claim is settled. Even when the timing is past that window, still send photos through support so the team can evaluate the part. You can see how these decisions are made in Defect or Wear and Tear? Examples of How Support Evaluates Common Part Requests.

The same photo-and-serial-number process applies to other flexible lines on the tub. If the problem is the hand shower line rather than a supply or system hose, see How Do I Replace a Cracked, Leaking Hand Shower Hose?, and for the small air tubes on the controls see Why Do the Little Air Hoses Keep Falling Off My Tub Controls?.

Common Questions

Will Ella send new leveling feet for my new tub?
Yes. Send photos of the cracked feet with your model, serial number and purchase details through ellasbubbles.com/support, and after verification the replacement feet ship to you under the parts warranty.
Should my plumber install the tub before the parts arrive?
It is best to wait if you can. A cracked foot cannot support and level the tub properly, and labor to correct an installation is not covered by the warranty, so waiting keeps the job to one visit.
Where do I find the serial number on my tub?
The serial number is on the label behind the magnetic access panel next to the door. Include it with every parts request so support can match the part to your tub.
Does the warranty cover the plumber's time to fit the parts?
No. Ella provides the replacement parts and free technical support, but installation and repair labor are always the responsibility of your local licensed plumber or electrician.
What if the crack came from shipping damage?
File a freight-damage claim within 48 hours of receiving the shipment, keep all packaging, and inspect for concealed damage as well. Send photos through ellasbubbles.com/support so the team can evaluate the part either way.

Still Need Help?

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

Related guides

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