Will the Freight Carrier Send an Inspector for My Damaged Walk-In Tub?

They might. After a freight damage claim is filed, the carrier reviews it and may send an inspector to look at the tub and decide whether the damage happened in transit, so keep the tub and all of its packaging exactly as they arrived until the claim is settled. The claim itself starts with the steps in My order arrived damaged, how do I file a freight damage claim?, and it has to be reported within 48 hours of receipt.

What a Carrier Inspection Is for

Ella ships walk-in tubs by freight through a freight provider, and the crate travels on a carrier's truck to your curb. When a claim is filed, the carrier is being asked to accept responsibility for damage, so it reviews the claim and may send an inspector to see the item in person. The inspector's job is narrow: to decide whether the damage happened in transit. That decision rests on what the inspector can see, which is why the tub, the crate, the plastic wrap and the bubble wrap need to be in the same condition they were in when the driver left. Do not install the tub, do not throw any packaging away, and do not move the tub out of the room where it was unpacked until the claim is settled. If an inspection visit is scheduled, the carrier contacts you to arrange it; your ticket at ellasbubbles.com/support stays open in the meantime so the team can follow the claim with you.

Visible Damage at the Curb: The Delivery Receipt Decides

Everything that follows a claim is easier when the damage was noted at delivery. If damage is visible when the shipment arrives, write it on the delivery receipt before you sign, because damage that is not noted there is much harder to prove. On an Ella delivery that document is the bill of lading, explained in What Is a Bill of Lading (BOL) on a Walk-In Tub Delivery?. Photograph the damage, write the details on the shipper's delivery document, and have the driver sign next to your note. If you cannot make a qualified inspection while the driver waits, sign with the words "subject to further inspection" or write "Concealed Damage Possible" on the bill of lading, then date and sign it, so the carrier knows your inspection is still to come.

The pattern across the table is that the carrier's inspector can only confirm what the paperwork and the packaging already suggest. A note on the bill of lading, photos at the door and an intact crate are the evidence; the inspection is the carrier checking that evidence against the tub.

Concealed Damage Found After the Driver Leaves

Sometimes the crate looks normal and the damage only shows up once the tub is unpacked and tested. Report it as soon as possible and ask in writing for an inspection, and put the same request in your ticket so it travels with the claim. Carriers set their own short reporting windows for concealed damage, which is one more reason to follow Ella's published rule and report within 48 hours of receipt. A complete inspection includes both a visual check and an operational one, so concealed damage found while testing the tub must also be reported inside the 48-hour window. If you have seen an older video mention a longer reporting window, the published 48-hour policy is the one that applies.

The video follows a tub from assembly and testing through packing and delivery, then shows the receiving steps: inspect the crate, treat light scuffs as normal but photograph them and note them on the delivery document, reject a severely damaged crate and call right away, and call with photos if damage is found after unpacking. It also shows that drains, handles and other small items are individually wrapped, boxed and placed inside the tub or under the frame, which matters because a missing or damaged small part is reported the same way as damage to the shell.

Keeping the Evidence Intact Until the Claim Is Settled

• Keep the tub and all of its packaging just as they arrived, including the wooden crate or reinforced cardboard container, until the claim is settled and the installation is complete.
• Take clear photos of the damage, the crate from every side, the shipping label and the packing inside, and keep the originals on your phone.
• Do not install the tub, and do not have your plumber or electrician begin any connection, until the claim is settled.
• Open a ticket at ellasbubbles.com/support or call (800) 480-6850 with the photos plus copies of your invoice and bill of lading. If you purchased through a dealer, report the damage to them as well, since they hold the order.
• Expect that in most cases a damaged part is simply replaced rather than the whole tub, and that the inspection, if the carrier requests one, is part of settling that replacement.

Terminal Pickups and Retailer Orders

The same rules apply if you collected the tub at the carrier's terminal rather than taking curbside delivery. Inspect the crate carefully before you sign for it, note any damage on the carrier paperwork, keep all packaging material, and report visible or concealed damage within 48 hours of receipt, as described in Can My Walk-In Tub Ship to the Freight Terminal for Pickup Instead of My Home?. Orders placed through Home Depot or another retailer work differently: the retailer holds the order, assigns the carrier and handles the return, and Ella expedites the new order once it appears in its system, so a carrier inspection on a retailer order is arranged through the retailer. That process is in My Home Depot or Retailer Order Arrived Damaged, Will Ella Replace It?.

Watch: Fast, Safe Shipping & Hassle-Free Returns | Ella’s Bubbles Walk-In Tubs with chapters and a full transcript.

Related Guides

• What If I Find Concealed Shipping Damage After Signing the Delivery Receipt?
• My tub arrived damaged. What should I do in the first 48 hours?
• Your walk-in tub has arrived, how to inspect the delivery before signing

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