If your walk-in tub arrived damaged, a freight damage claim puts it right, and in most cases a damaged part is simply replaced rather than the whole tub. Two rules protect your claim: report the damage within 48 hours of receipt, and keep every piece of packaging, including the crate. Open a ticket at ellasbubbles.com/support or call (800) 480-6850 with photos of the damage plus copies of your invoice and bill of lading, and the team takes it from there. If you purchased through a dealer or retailer, report the damage to them as well, since they hold the order.

The Two Rules That Protect Your Claim

The published policy at ellasbubbles.com/shipping/ asks you to carefully open your shipment, save all packaging material, and inspect your purchase for concealed damage before filing. A complete inspection includes both a visual inspection 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.

See the Receiving and Claims Procedure

The video follows a tub from purchase to delivery and 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 (800) 480-6850 right away, and call with photos if damage is found after unpacking. It also shows where the small items live, since drains, handles and hardware are wrapped, boxed and placed inside the tub or under the frame, and it reminds installers to remove the side panels and aprons before moving the tub. What you documented at delivery is the foundation of the claim: photos taken at the door, notes on the delivery document and the driver's signature all strengthen your case. The delivery inspection checklist walks through this step by step.

How to File Your Claim, Step by Step

1. Gather your photos. Clear pictures of the damaged area, the packaging and the crate, plus any photos you took while the driver was present.
2. Gather your documents. Copies of your invoice and the bill of lading. These arrive with your shipment and were also emailed with your order records.
3. Write a short description. What is damaged, where it is on the tub, and anything you noticed about the packaging in that area.
4. Send it within 48 hours of receipt. Open a ticket at ellasbubbles.com/support and attach everything, or call (800) 480-6850 and the team will walk you through it.
5. Hold on to everything. Keep the tub, all parts and all packaging exactly as they are until your claim is reviewed.

What Happens Next

The team reviews your photos and documents, verifies the damage, and works out the fastest path to a perfect tub. Smaller pieces that were damaged in transit can be replaced individually. Panels, handles, drains, fittings and similar components ship separately by parcel carrier, so a scratch or a broken small part very rarely means replacing the whole unit. The article on replacement part shipping and tracking explains how those parts travel.

Situations Worth Knowing About

• Severe crate damage at delivery. If the crate arrives severely damaged and you suspect the product inside is damaged, you may reject the delivery. Call (800) 480-6850 immediately so the team can coordinate with the carrier.
• Something seems to be missing. Before reporting a missing drain handle, headrest or hardware bag, check inside the tub, under the frame and in the envelope on top of the wrapping, because small items are packed there on purpose.
• The door seal looks pressed or bent. Shipping can temporarily push the silicone door seal out of shape, and that alone is usually not damage. Gently squeezing the seal with your fingertips and pulling it away from the door frame usually returns it to shape, and a wipe with rubbing alcohol keeps it sealing cleanly. If it still will not seat, include it in your claim. See caring for your door seal.
• A light scuff on the acrylic. Report it inside the window so it is on record, and ask the team whether a surface touch-up is the simplest fix. The article on acrylic surface care and touch-up covers the options.
• Retailer or dealer orders. Delivery damage on an order placed through Home Depot, Menards, Amazon or a dealer follows that seller's claim process, because they hold the shipment. Send the same photos to the Ella's Bubbles team too so they can advise on parts. See retailer purchases and support.

Damage Claims Are Not Returns

A freight damage claim is separate from the return policy. The goal of a claim is to repair or replace what arrived imperfect so your project stays on track, while the return policy's restocking fee and return shipping terms belong to a different process. If you decide you would rather return the order instead, see the 30-day return policy explained for the exact terms that apply.

Common Questions

Still need help? Open a ticket at ellasbubbles.com/support with your photos, invoice and bill of lading, or call (800) 480-6850 and the team will be glad to assist.