My Home Depot or Retailer Order Arrived Damaged, Will Ella Replace It?

No. On an order placed through Home Depot or another retailer, Ella does not ship replacements or just the damaged piece. The retailer handles the return, you place a new order for the correct product, and Ella expedites the new order once it appears in its system. That is different from an order placed with Ella or an Ella dealer, where a freight damage claim puts it right; that process is in My order arrived damaged, how do I file a freight damage claim?.

Why Retailer Orders Work Differently

The retailer is the place of purchase. It holds your order, assigns the shipping carrier and issues any credit or refund. Ella is not responsible for the carrier a retailer selects and cannot hold or reroute that freight, so delivery scheduling and carrier problems go to the retailer. Ella also does not provide return authorizations on retailer orders. The team has been consistent about this whether the damaged item is a shower wall, a base or a unit that arrived without the packaging it should have had.

The Process, Step by Step

• Photograph the damage or the wrong item right away, and keep all packaging material.
• Start the return through the retailer where you purchased. The retailer issues the return.
• Place a new order for the correct product through the retailer.
• The new order is expedited once it reaches Ella's system.
• Any credit or refund comes from the retailer, not from Ella.

If the Wrong Product Was Delivered

A shipping mix-up is handled the same way on a retailer order. Do not install the wrong item. Return it through the retailer and place a new order, which Ella expedites once it appears. On an Ella or dealer order, open a ticket at ellasbubbles.com/support with photos of the label and the product instead.

Inspect on Receipt No Matter Where You Bought

The published policy asks you to open your shipment carefully, save all packaging material, and inspect for concealed damage within 48 hours of receipt. A complete inspection includes both a visual check and an operational one, so damage found while testing must also be reported inside that window. Photos taken at the door and notes on the delivery document strengthen either a freight claim or a retailer return, so document everything before the driver leaves. If you have seen an older video mention a longer reporting window, the published 48 hour policy is the one that applies.

If You Bought from Ella or an Ella Dealer

Gather clear photos of the damaged area, the packaging and the crate, plus copies of your invoice and the bill of lading, and open a ticket or call (800) 480-6850 within 48 hours. If a dealer holds the order, tell the dealer as well. Smaller pieces damaged in transit can be replaced individually, since panels, handles, drains and fittings ship separately by parcel carrier, so a scratch or a broken small part very rarely means replacing the whole unit.

Labor and Later Problems

Ella does not send technicians. Parts ship under the warranty or the claim, and a local licensed plumber or electrician does the labor. A crack that appears after installation is a warranty question rather than a freight claim, and warranty support for retailer purchases is covered in the article on buying through a retailer versus an Ella dealer.

Related Guides

• My tub arrived damaged. What should I do in the first 48 hours?
• My Walk-In Tub Arrived Damaged. What Should I Do?
• Can I return my walk-in tub? The 30-day return policy explained

Common Questions

Can Ella send just the damaged piece of my Home Depot order? No. Ella does not ship partial replacements on retailer orders. Start the return with the retailer, place a new order, and the team expedites the new order once it appears.

Who chooses the carrier for a retailer order? The retailer assigns the carrier for its own orders, so Ella is not responsible for that choice and cannot hold or reroute the freight. Carrier and delivery problems on a retailer order go to the retailer.

Where does my refund come from on a retailer order? From the retailer, because it is the place of purchase. Ella does not issue credits on retailer orders, and the retailer processes the return once you start it.

How long do I have to report freight damage on my order? Forty-eight hours from receipt, for both visible and concealed damage. Inspect and test the product inside that window and keep all packaging.

What if I received someone else's order by mistake? Do not install it. On a retailer order, return it through the retailer and place a new order. On an Ella or dealer order, open a ticket with photos of the label and the product.