If your order arrived damaged, contact [email protected] directly to file a claim within 48 hours of receipt of your shipment. Carefully open and 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.

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.
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.

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.
4. 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

Watch: What to Do When Your Shipment Arrives

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.

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.

Still need help? Open a support ticket, or email [email protected] with your photos and paperwork, and we will get your claim moving right away.