How do I file a freight damage claim on a part that shipped?

A freight damage claim on a part follows the same published rules as a claim on a whole tub: report the damage within 48 hours of receipt, save all packaging, and send photos with copies of your invoice and bill of lading through a ticket at ellasbubbles.com/support or by calling (800) 480-6850. In most cases the damaged piece is simply replaced rather than the whole item once the team confirms what is needed. The general procedure is in My order arrived damaged, how do I file a freight damage claim?, and this page covers what changes when the shipment is a single part and when it arrived weeks ago.

When the 48 Hours Start

The clock starts when the shipment is received, not when the box is opened. That distinction matters most for parts, because a replacement door or a boxed component is easy to set aside until the installer's next visit. The policy at ellasbubbles.com/shipping asks you to carefully open the shipment, save all packaging material, and inspect for concealed damage before filing, and a complete inspection means both a visual check and an operational one. A part that looks fine in the box but does not work when fitted still has to be reported inside the window, so open and check it the day it arrives. The 48-hour window applies to every freight shipment from Ella's Bubbles, including any part that ships on a pallet. If you have seen an older video mention a five-business-day period, that figure is superseded; the published 48 hours is what applies. What Is the Freight Damage 48-Hour Window on a Walk-In Tub Delivery? explains the window in full.

Filing the Claim Step by Step

1. Document at the door if you can. If damage is visible when the part arrives, photograph it, write the details on the delivery document and have the driver sign next to your note. Damage recorded on the delivery paperwork is far easier to support than damage reported later.
2. Open the shipment carefully and keep everything. Save all packaging material, including the crate or box, until the part is installed and working.
3. Inspect visually and operationally. Look the part over, then test it the way it will be used. Note what you find and when you found it.
4. Gather the paperwork. Photos of the damage and of the packaging, your invoice, the signed bill of lading if the part came on a pallet, your order number and a short description of the problem.
5. Send it in. Open a ticket at ellasbubbles.com/support or call (800) 480-6850. If a dealer or retailer holds your order, report the damage to them as well.
6. Do not install or discard the damaged part until the team has reviewed the claim and told you what happens next.

If the Part Arrived Last Month

When a part was received weeks ago, the published 48-hour window has almost certainly closed, and the policy lists no exception for a late report. That is worth saying plainly so you know where you stand. It does not mean there is nothing to do. Document everything now, keep the part and its packaging exactly as they arrived, and send the photos, invoice and any delivery paperwork in right away with an honest account of when the part was received and when the damage was found, so the team can review it. If you noted damage on the delivery receipt at the time, say so and include a photo of that receipt, because damage recorded there is the strongest support a late report can have. If you signed with the words subject to further inspection, include that too. Be prepared for the review to take the published window into account, and do not wait any longer than you already have.

Which Paperwork a Part Shipment Carries

A bill of lading is the freight document you sign when a pallet shipment arrives, and a full replacement door that ships on a pallet travels with one just as a tub does. Keep the signed copy with your invoice, since the claim asks for both. What Is a Bill of Lading (BOL) on a Walk-In Tub Delivery? explains what to write on it. If your part arrived without a bill of lading, say so in the ticket and send the invoice, the photos and whatever delivery paperwork you do have.

The rows differ mainly in who holds the shipment. On an order placed with Ella or an Ella dealer, Ella is the shipper on the bill of lading and handles the claim with the carrier, so you file with Ella and nothing with the carrier yourself. On a retailer order, the retailer assigned the carrier and issues any credit, so the claim lives there, as My Home Depot or Retailer Order Arrived Damaged, Will Ella Replace It? explains. A shipment the carrier cannot locate is traced rather than claimed, and a replacement ships if it cannot be found.

Damage Claim, Return or Warranty: Which One Is This?

Three different processes get mixed up when a part is involved, and naming the right one saves a round trip.

• A freight damage claim is for a part that was damaged in transit. It is a separate process from the return policy, and it ends with the damaged piece being replaced in most cases.
• A return is for a product you no longer want, and it has its own authorization steps and conditions. Shipping damage is not handled as a return.
• A warranty claim is for a part that arrived sound and failed in use. That goes through the same ticket and phone channels with photos of the defective part, a description of the problem, your serial number and contact and shipping details, and replacement parts ship under the warranty after verification.

If you are not sure which applies to your part, describe exactly what you received, when, and what you found, and the team will sort it into the right process. Ella ships replacement parts and does not send technicians; a local licensed plumber or electrician fits the part once it arrives.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• Common Questions About Replacement Parts: Parts Lists, Diagrams, Photos, Addresses and Old-Part Returns
• My tub arrived damaged. What should I do in the first 48 hours?

Common Questions