How do I know my delivery date once my walk-in tub ships?

Once your walk-in tub leaves Ella, the delivery date is set by the freight carrier, not by Ella. You will know the day it is coming when the carrier contacts you to arrange the delivery appointment, and until then your shipment confirmation tells you the ship date and the carrier, and your tracking information lets you follow the tub on its way. Can Ella Deliver My Tub on a Specific Day? Choosing a Ship Date Versus Guaranteeing Delivery explains why the ship date can be chosen but the arrival cannot be promised; this page walks through what reaches you after the tub ships, how to read it, and what you can still arrange while the tub is in transit.

Who Sets Which Date

Ella controls one date: the pickup. Every walk-in tub is assembled and tested to order, and when you release the order you name the pickup date and the carrier is booked for that day. Pickups are scheduled Monday through Friday, excluding major holidays, so a weekend or holiday ship date is not available. From the moment the tub is on the truck, the carrier controls the transit and the delivery appointment. Ella cannot guarantee the delivery date, and this knowledge base does not state a processing, production or delivery timeframe, because total time varies by model, options and stock. What support can do is share a transit estimate for your destination when you ask. Treat it as an estimate only; the carrier confirms the actual delivery with you directly.

Three Things That Tell You When the Tub Is Coming

1. The shipment confirmation. It lists the ship date and the carrier. Read it as soon as it arrives, and if the ship date does not match what you requested, contact support right away, because once the carrier has picked up the tub the date can no longer be changed.
2. The tracking information. Tracking is sent to you by email once the shipping company has picked the tub up, after it has been assembled and tested. With tracking in hand you can follow the tub as it travels toward you, which gives you a sense of where it is but still not a confirmed arrival day.
3. The carrier's call. The carrier contacts you to arrange the delivery, and that appointment is the only firm delivery date you will receive. Keep the phone number on your order answered in the days after the tub ships, and let support know if that number changes.

You do not pick or book the carrier yourself. A freight forwarder chooses the shipping company based on what is most affordable for you, as Who Ships Your Walk-In Tub, Tracking, and Getting It Into Your Home explains. If you ordered through a retailer such as Home Depot and there is an issue with your shipment, the retailer is the right place to start because they handled your order; for questions about the tub itself, your Ella dealer or the team at (800) 480-6850 is glad to help.

What You Can and Cannot Change Once It Ships

Once the carrier has picked up the tub, Ella cannot hold it back or ship it on a later date. If your bathroom or your installer will not be ready, the time to say so is before the ship date. Ella can hold a paid order at its dock and ship it when you release it, as Can Ella Hold My Tub at the Warehouse Until My Bathroom Is Ready? describes, and the hold window is confirmed for your specific order when you buy.

What you can do while the tub is in transit is get the receiving end ready:

• Freight delivery is curbside. The driver brings the crate to the curb or loading area but does not carry it into the building or up to your unit. Residential delivery includes liftgate service.
• A walk-in tub can be lifted by a couple of people, but its shape makes it awkward to handle, so arrange for a contractor with two or three people to bring it into the home.
• If you live in a condominium or apartment building that requires a certificate of insurance from the carrier before it allows a freight delivery, send support your order number, the building or management company name, the building's form or written requirements, the email address the management office wants it sent to, and your scheduled delivery date if the carrier has already called. The certificate comes from the carrier through the freight provider, so it takes time, and My Building Requires a Certificate of Insurance for the Tub Delivery explains the steps. Ask about elevator reservations and loading dock rules at the same time.
• If the carrier has not called and the date you were expecting passes, open a ticket at ellasbubbles.com/support or call (800) 480-6850 so support can check the shipment with the freight provider.

Lining Up the Arrival with Your Installer

If your builder or installer is only available on certain days, the dependable plan starts before the tub ships. Place your order early through your Ella dealer or the team at (800) 480-6850 and say when you would like the tub to arrive, so the tub can be built, tested and waiting rather than still in production when your installer is ready. Ask for the tub to be held until you release it. Send your preferred pickup date in writing, choosing a weekday that falls ahead of the day your builder needs the tub so the carrier has some room. Check the shipment confirmation when it arrives, stay reachable, and have someone on site to receive the tub when the carrier's appointment comes. Ordering and Shipping Policy: What to Expect From Order to Delivery shows the whole sequence from confirmation invoice to tracking.

On the Day the Carrier Arrives

Inspect the packaging for visible damage with the driver present. If you cannot make a thorough inspection at that moment, write Concealed Damage Possible on the bill of lading, then date and sign it. Keep all packaging material, inspect the tub visually and operationally once it is unpacked, and report any concealed damage within 48 hours of receipt through ellasbubbles.com/support or (800) 480-6850 so a claim can be filed.

Related Guides

• How your walk-in tub ships and how to prepare for delivery day
• Your walk-in tub has arrived, how to inspect the delivery before signing

Common Questions