Congratulations, your new walk-in tub is here. The walk-in tub delivery inspection takes only a few minutes: before the driver leaves, look over the shipping crate, photograph it from all sides, and write any damage you see on the delivery document before you sign it. Light scuffs and scrapes on the container are normal, the packaging is designed to absorb them, but documenting everything at the door is what protects your ability to file a claim if you later find damage underneath. Report any damage or missing parts within 48 hours of receipt.

Watch the Receiving Procedure

This video walks through exactly what to look for when your shipment arrives and what to do if something is not right.

The video follows the tub from the warehouse to your door: after purchase it is assembled, leak-tested and pump-tested, then cleaned; small items such as drains and handles are wrapped, boxed and placed inside the tub or under the frame; the tub is plastic- and bubble-wrapped and shipped in a wooden crate or reinforced cardboard container. On receipt you inspect the crate, photograph and note any scuffs on the invoice, reject a severely damaged crate after calling (800) 480-6850, and remove the side panels and aprons before the tub is moved inside. The video mentions a five business day reporting window; the published shipping policy is 48 hours, and that is the figure to follow.

While the Driver Is Still There

1. Look over the whole crate. Walk around the container and check every side, the top and the skid.
2. Photograph everything. Use your phone to document the condition of the crate, including any scuffs or light scrapes. These are normal and not out of the ordinary, and the container is designed to absorb damage and protect your tub, but photograph them anyway, just in case.
3. Write it on the delivery document. Notate any scuffs, scrapes, dents or punctures on the delivery receipt or invoice, and have the driver sign it. Damage that is not recorded on the delivery documents cannot be claimed properly, so this signature matters more than anything else you do on delivery day. If you cannot inspect fully, sign "subject to further inspection."
4. Severely damaged crate? If the crate is severely damaged and you suspect the product inside is damaged, you may reject the delivery. Call (800) 480-6850 immediately to discuss the situation before the truck leaves if at all possible.

After the Driver Leaves: Unpack and Inspect

1. Carefully open the packaging and save all packaging material, including the crate. You will want it if anything needs to be returned, and returns require original packaging.
2. Inspect all surfaces of the tub, the door, the glass and the acrylic finish.
3. Check all connections, fittings and the small parts boxes packed inside the tub or under the frame, and confirm nothing is missing. Drain plugs and handles, the headrest and hardware are packed inside the tub or in the envelope on top of the wrap, so check there before reporting anything missing.
4. Perform an operational inspection as well as a visual one. A complete inspection includes both, so once your installer runs the pre-install water test you will know the tub is sound inside and out.
5. Check the door seal. The silicone seal can stick or press out of shape during shipping. Gently squeezing the seal with your fingertips and pulling it away from the door frame restores its shape, and wiping it with rubbing alcohol keeps it clean. See door seal care.
6. Remove the end and side panels before the tub is carried in, and lift only by the frame. Our delivery and moving article shows how.

Key Numbers to Remember

Found Damage?

Please do not worry, and please do not discard anything. Smaller pieces that were damaged in transit can usually be replaced individually, so returning the entire tub is often not necessary. Take clear photos, keep all packaging, and open a ticket at ellasbubbles.com/support right away with your photos, invoice and bill of lading, or call (800) 480-6850. If you purchased through a dealer or retailer, report the damage to them as well, since they hold the order. Our article on the first 48 hours after freight damage walks through the claim.

Common Questions

Still need help? Open a support ticket at ellasbubbles.com/support or call (800) 480-6850 and the team will be glad to assist.