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My tub arrived damaged. What should I do in the first 48 hours?

Updated September 2026

▶Glossary7
  1. At the Delivery, Before the Driver Leaves
  2. After the Driver Leaves: The 48-Hour Inspection
  3. What We Will Need for the Claim
  4. Watch: What to Do When Your Shipment Arrives
  5. Watch: How the Tub Is Packaged
  6. Related Guides
  7. Common Questions

If your tub arrived damaged, the first 48 hours matter most: contact [email protected] to file a freight damage claim within 48 hours of receipt of your shipment, save all packaging material, and inspect your purchase for any concealed damage before filing. The inspection should be both visual and operational. The 48-hour window and the saved packaging are what make a freight claim go smoothly, so please act on both right away. If you purchased through a dealer or retailer, let them know as well, since they hold your order.

At the Delivery, Before the Driver Leaves

  1. Make a visual inspection of the shipping crate. Some scuffs and light scrapes on the container are normal and not out of the ordinary. The shipping container is designed to absorb damage and protect your tub.
  2. Still document those scuffs and scrapes with photos on your phone, and record the details on the shipper's delivery document.
  3. Have the driver sign the delivery document. Damage that is not recorded on the delivery documents cannot be claimed properly. If you cannot inspect fully before signing, write "subject to further inspection" next to your signature.
  4. If the crate is severely damaged and you suspect product damage, you can reject the delivery. Call us immediately at (800) 480-6850 to discuss it.

Our delivery inspection checklist is a printable version of these steps to keep by the door on delivery day.

Ella walk-in tub wrapped in protective plastic with accessories on top after delivery
A freshly delivered Ella tub still in its protective wrap. Keep every piece of packaging until installation is complete.

After the Driver Leaves: The 48-Hour Inspection

  1. Carefully open the packaging and save all of it. Keep the crate until your installation is complete, since returns are only accepted in original packaging.
  2. Thoroughly inspect the tub. Check all surfaces and all connections for concealed damage.
  3. Run an operational inspection as well as a visual one. Whenever possible, fill the tub before installation and run the systems to confirm everything works. The pre-installation water test explains how.
  4. Account for the loose items. Drain handles, the headrest and hardware are packed inside the tub or in an envelope on top of the wrap, so check there before reporting anything missing. The what is in the crate checklist lists what to expect.
  5. If you find damage, email [email protected] within 48 hours of receipt with photos of the damage and copies of your invoice and bill of lading.

What We Will Need for the Claim

ItemNotes
Photos of the damageCrate, packaging, and the damaged area of the product
Copy of the invoiceFrom your order confirmation
Copy of the bill of ladingThe delivery document, with your damage notes and the driver's signature
All packaging materialSaved, not discarded

Watch: What to Do When Your Shipment Arrives

Fast, Safe Shipping and Hassle-Free Returns
Chapters in this video
  1. 0:00 Ella's Bubbles Tub Production The video shows the assembly, testing, and packing process of an Ella's Bubbles walk-in tub in the United States.
  2. 1:11 Receiving Your Tub The video explains how to inspect the shipping crate upon delivery and what to do if there is damage.
  3. 2:03 Damage After Unpacking The video describes the steps to take if damage is discovered after unpacking the walk-in tub.

Watch: Fast, Safe Shipping & Hassle-Free Returns | Ellau2019s Bubbles Walk-In Tubs with chapters and a full transcript.

Our shipping and receiving video walks through the whole journey, and its arrival guidance is worth following to the letter. When you receive your tub, make a visual inspection of the crate, document any scuffs on your phone, and notate them on your invoice just in case. If the crate is severely damaged, you can reject the delivery and call (800) 480-6850 immediately. If the packaging looks slightly damaged outside but the product seems fine, uncrate it and thoroughly inspect the tub, checking surfaces and all connections. If damage is discovered after unpacking, call immediately with photos, your invoice, and the bill of lading. The published shipping policy at ellasbubbles.com/shipping/ controls the reporting window, which is 48 hours from receipt.

Two more points from the video that save customers real trouble:

  • Small parts can be replaced. Smaller pieces that are damaged can be replaced individually. Returning the entire tub is often not necessary.
  • Remove panels before moving the tub. The side panels and aprons must be removed before the tub is moved into your home. Ella's Bubbles is not responsible for damage to panels and aprons that were not removed before installation. See delivery day: inspecting and moving your tub the right way.

Watch: How the Tub Is Packaged

Superior Walk-In Tub Packaging for Damage Free Delivery
Chapters in this video
  1. 0:00 The Importance of Packaging The video explains why proper packaging is crucial for safe walk-in tub delivery.
  2. 0:36 Ella's Bubbles Shipping Care The video highlights the extra care and expense Ella's Bubbles puts into shipping its bathtubs.
  3. 1:40 Corrugated Box or Plywood Crate The video details the two robust shipping options for Ella's Bubbles walk-in tubs: a five-piece corrugated box or a half-inch plywood crate.
  4. 2:01 Custom Shipping Skids The video demonstrates how Ella's Bubbles builds custom skids to support each bathtub model during shipping.

This video shows why light scuffs on the outside are so rarely a problem. Tubs ship in a multi-piece corrugated box three quarters of an inch to one inch thick or in a half-inch plywood crate, the skids are wrapped in plywood to protect against forklifts, and each custom skid has support layers under every tub foot. The packaging is built to take the hits so the tub does not. Watch: Superior Walk-In Tub Packaging for Damage Free Delivery with chapters and a full transcript.

Common Questions

How long do I have to report shipping damage?
You have 48 hours from the receipt of your shipment to report shipping damage. To file a freight damage claim, email [email protected] with photos of the damage, a copy of your invoice, and a copy of the bill of lading. This 48-hour window is crucial for a smooth freight claim process.
The crate is scuffed but the tub looks fine. Should I worry?
Light scuffs and scrapes on the shipping container are normal and not a cause for immediate worry, as the packaging is designed to absorb damage and protect your tub. You should still photograph these scuffs and scrapes with your phone and record the details on the shipper's delivery document. After the driver leaves, carefully uncrate the tub and thoroughly inspect it for any concealed damage, both visually and operationally, within the 48-hour window.
Can I refuse the delivery?
Yes, you can refuse the delivery if the shipping crate is severely damaged and you suspect the product inside is also damaged. If you decide to reject the delivery, call Ella's Bubbles immediately at (800) 480-6850 to discuss the situation. The team can then guide you on the next steps for your order.
What if I find damage after I have signed for it?
Concealed damage can still be claimed even after you have signed for the delivery, provided you report it within 48 hours of receipt. When reporting, you will need to provide photos of the damage, a copy of your invoice, and a copy of the bill of lading. Signing "subject to further inspection" next to your signature on the delivery document can also help with the claim process.
A small part arrived damaged or is missing. Do I need to send the whole tub back?
No, you do not need to send the entire tub back if only a small part arrived damaged or is missing. Individual pieces, such as a drain handle, headrest, hardware, or a panel, can be replaced on their own. Report the damaged or missing item within 48 hours of receipt by emailing [email protected] with photos of the damage.
Do I have to keep the packaging?
Yes, you must keep all packaging material, including the crate, until your walk-in tub installation is complete. The original packaging is required for any freight damage claim or return. Keeping the crate and all packaging ensures that a claim or return can be processed smoothly if needed.
I bought through a retailer or dealer. Who do I tell?
If you purchased your Ella's Bubbles walk-in tub through a dealer or retailer, you should report any damage to them as well as to [email protected]. Both notifications should be made within 48 hours of receiving your shipment. This ensures that both the dealer, who holds your order, and Ella's Bubbles are aware of the situation.
The shipping video mentions a longer reporting window. Which is right?
The correct reporting window for shipping damage is 48 hours from the receipt of your shipment, as stated in the published shipping policy on ellasbubbles.com/shipping/. While some older videos may mention a longer window, the 48-hour policy is the one that applies. If you are already past the 48-hour window, you should still report the damage right away, and the office will review your specific situation.

Still need help? Open a ticket at ellasbubbles.com/support, or email [email protected] with your photos and paperwork, and we will get your claim moving right away. You can also call your Ella dealer or the team at (800) 480-6850.

About this guide. Answers in the Ella’s Bubbles Support Center are compiled from real conversations with tub owners, our technicians’ notes and the product documentation, then reviewed by our team. Tub models and options have evolved over the years, so a detail here may differ slightly from your exact tub. If something looks different on yours, send us your serial number and a specialist will confirm it for your model.

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