Cracked Tub Shell, Door or Shower Base: How to File the Warranty Claim
A crack in the acrylic of an Ella walk-in tub, in the tub door, or in the floor of an Ella shower base is handled as a warranty claim, not a return. Photograph the crack, send the photos with your purchase details and serial number through ellasbubbles.com/support, and the team looks up your warranty and logs the claim. Once the claim is verified, Ella ships the replacement part or unit at no charge for the part, and a local licensed installer does the removal and replacement.
Do Not Wait on a Small Crack
Owners often notice a hairline crack that is not leaking and decide to leave it alone. Cracks in acrylic tend to grow with use and collect dirt in the seam, and a crack under a door handle or in a shower floor is under load every time the tub or shower is used. Report it as soon as you see it, even if it is not leaking and even if it looks cosmetic, so it is on file with a date and a photo.
What to Send
- Clear photos of the crack, one close enough to show its length and one showing where it sits on the tub, door or base.
- A short description: when you noticed it, whether it is leaking, and whether it is growing.
- Your model and serial number. On a tub, the label is behind the magnetic access panel beside the door.
- Your name, the address where the tub or shower is installed, and a phone number and email for the claim.
- Proof of purchase. If you bought through a retailer such as Home Depot, include the retailer order number.
Open a ticket at ellasbubbles.com/support with all of this attached, or call (800) 480-6850 and the team will tell you where to send the photos. The general process is described in how to start a warranty claim.
Retailer, Dealer and Installer Purchases
The warranty terms are the same wherever you bought, but the paperwork differs. For a retailer purchase such as Home Depot, have the retailer order number ready along with the installation address and your photos, because the team uses the order number to locate the purchase and log the claim. See support for retailer-purchased tubs and showers. If a contractor or dealer bought the unit for you, they can file on your behalf as long as the claim carries the installation address and the original order details, as explained in how your warranty works when you bought through a dealer or installer.
What the Warranty Provides
Ella's lifetime limited warranty covers the bathtub shell, frame, door, door seal and finish for the original purchaser at the original installation address, on a parts-only basis. It is in force once the warranty activation form, signed by you and your installer, has been returned to Ella's Bubbles with your receipt. For a cracked door, the replacement is a new door of the type your tub uses. For a cracked shell or shower base, the replacement matches the model and configuration of the original order. A request for a different model or size is not part of the claim itself and would change the plumbing and tile work in your bathroom, so raise it separately with your Ella dealer or the team at (800) 480-6850.
The warranty does not cover labor to remove the cracked unit and install the replacement, or plumbing, electrical, tile or water damage to the home. Ella does not send technicians. Your local licensed installer does the work, and the team supports them with manuals and answers. An installed tub or shower cannot be returned or exchanged, so the warranty is the path for a crack that appears after installation. Damage from improper installation or from modifications by anyone other than Ella is excluded, and coverage on any specific crack is confirmed by the team after reviewing your photos.
Cracked on Arrival?
A crack that was already there when the unit was delivered is freight damage rather than a warranty defect. Report it within 48 hours of receipt, keep all of the packaging material, and inspect the unit visually and operationally before you file. Shower glass is handled separately, and that process is covered in shattered or cracked shower glass panel replacement.
Related Guides
- What does the Ella's Bubbles Lifetime Limited Warranty cover?
- What Is the Serial Number Label on an Ella Walk-In Tub?
- Scratches, Scuffs, or Discoloration on the Acrylic: Surface Care and Touch-Up Kits
Common Questions
Does a cosmetic crack that is not leaking still need to be reported?
Will Ella send someone out to inspect the crack?
Can I get a different model instead of the same tub?
Who pays to remove the cracked tub and install the replacement?
My shower base was bought at Home Depot, so do I call them or Ella?
Still Need Help?
Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.
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