Can I install my walk-in tub while a freight damage claim is pending?

Yes, in most cases, once the damage has been documented and reported. Freight damage must be reported within 48 hours of receipt, and as What Is the Freight Damage 48-Hour Window on a Walk-In Tub Delivery? explains, a damaged part is usually replaced rather than the whole tub, so installation can go ahead once the claim is on record and the team has confirmed what is being replaced. The one situation where you should wait is damage serious enough that the whole unit may need to go back, because returns and exchanges are not available on installed products.

Why the Claim Comes Before the Installation

A freight claim is built on evidence gathered at delivery, and nothing your installer does later can recreate it. Damage written on the bill of lading and signed by the driver is what makes a claim valid, and damage that is not on the delivery documents cannot be claimed properly. If the crate could not be fully opened at the curb, the words "subject to further inspection" on the delivery document keep your inspection open. What Is a Bill of Lading (BOL) on a Walk-In Tub Delivery? covers that paperwork in detail.

The clock runs from receipt, not from installation day. Within those 48 hours you open the crate, save every piece of packaging, and inspect the tub both visually and operationally, which means filling it and running the systems before installation wherever possible. The published guidance is direct on this point: a problem found during that test is easier to resolve when it is reported inside the window than after the tub is set in place. So the order of events is inspect, document, report, and only then install.

1. Photograph the damage, the packaging and the crate before anything is moved.
2. Note the damage on the bill of lading and have the driver sign next to your note.
3. Open a ticket at ellasbubbles.com/support or call (800) 480-6850 within 48 hours of receipt with the photos, your invoice and the signed bill of lading.
4. If a dealer holds your order, report the damage to them as well.

When Installing During a Pending Claim Is Reasonable

Most freight claims involve a part, not the whole tub. A damaged or missing part is documented, reported and then replaced, and the replacement ships to you rather than a technician being sent. Your licensed plumber or electrician fits the new part when it arrives. Because there is no deadline to install an Ella walk-in tub after delivery, as Is There a Deadline to Install My Walk-In Tub After Delivery? explains, you can also simply wait for the part if you would rather the installer make one trip. Either way, the tub is covered once it is installed and the warranty is activated, so a pending freight claim does not change when or how you activate.

Before the installer sets the tub, confirm two things with the team: that the damage you reported is being handled as a replacement part, and that nothing about the damage calls the whole unit into question. A quick call with your order number settles both. Keep the crate and all packaging until the installation is complete. Packaging is part of the claim record, and original packaging is also required if a return is ever authorized.

The operational test matters here as much as the visual one. Fill the tub, run the jets and any air or light systems, check the door for leaks and try the drain. If something fails during that test, it belongs on the same claim, and it is far easier to report from a tub still sitting on its pallet than from one that is already plumbed in.

When You Should Not Install

• The crate arrived severely damaged. A severely damaged crate may be rejected at delivery. If you suspect the tub itself is damaged, call (800) 480-6850 right away, before accepting it.
• The whole tub may need to go back. Returns are only accepted on brand new, uninstalled tubs in original packaging, and Ella does not offer returns or exchanges on installed products. Once the tub is set, plumbed and wired, that option is gone, so wait for the team's answer if a full replacement is on the table.
• The wrong item was delivered. Do not install a tub with the wrong door side, drain side or model. Report it with photos of the label and the product and wait for instructions.
• You bought through Home Depot or another retailer. Ella does not ship replacements on retailer orders. The retailer handles the return, you place a new order for the correct product, and Ella expedites it once it appears in its system. The return goes through the retailer, so leave the unit packed. My Home Depot or Retailer Order Arrived Damaged, Will Ella Replace It? walks through that process.

If a Replacement Unit Is on Its Way

Occasionally a claim ends with a replacement tub shipping to you and the damaged unit going back. Replacement freight is a curbside delivery, so inspect it with the driver present exactly as you did the first time, and if you cannot complete a full inspection at the curb, mark the bill of lading for concealed damage before signing. The damaged unit stays packed and secured to its pallet until the carrier collects it. If that pickup is missed or cancelled, The Carrier Missed or Cancelled My Return Pickup: How to Reschedule explains how to get a new date through support.

What to Keep While the Claim Is Open

• The photos taken at the curb and during unpacking.
• The signed bill of lading and your invoice.
• Your order number and a short written description of what the operational test showed.
• Every piece of packaging, including the crate, until the installation is complete.

Keep these together in one place. If the team asks a follow-up question, or if a second problem turns up when the tub is set, you will have everything ready to answer without hunting through the garage.

Related Guides

• My tub arrived damaged. What should I do in the first 48 hours?
• Are Ella tubs sold at Home Depot configured differently from dealer tubs?
• What If I Find Concealed Shipping Damage After Signing the Delivery Receipt?

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