Missed Freight Delivery: Redelivery Charges and How to Reschedule

When the freight carrier arrives inside the scheduled appointment window and nobody is there to receive the tub, the carrier records a failed delivery and bills a redelivery charge for the second attempt. Because that charge comes from the carrier, Ella's Bubbles passes it on to the customer, and the carrier will not make another attempt until the charge is approved. The team contacts you, confirms how you want to pay, and asks before using the card from your order. Once approved, the carrier is notified and a new appointment is set. Respond quickly, because carriers begin storage charges on shipments that sit at their terminal.

Why a Delivery Is Marked as Failed

Walk-in tubs ship by LTL freight with a scheduled appointment window, as described in how freight shipping is quoted and scheduled. The driver arrives with a large crate, and the delivery is curbside: the crate is lowered to the ground and the driver does not carry it inside. If no one is present to accept and sign for the shipment, the driver cannot leave it and the attempt fails. The carrier then sends Ella a notice with the redelivery charge, often with a warning that storage will start to accrue.

What Happens Next

1. The team receives the carrier's notice and contacts you or your contractor, usually by email, with the redelivery charge.
2. Confirm that someone will be present for the new appointment and that you understand it is a curbside delivery. If you need liftgate service, say so now. See what curbside liftgate delivery includes.
3. Choose how to pay the charge. The team asks permission before charging the card used for your order, and nothing is charged without your approval.
4. The team approves the redelivery with the carrier, and the carrier calls you to schedule a new window.
5. Be on site, inspect the crate with the driver present, and note any damage on the bill of lading before signing.

If You Were There and the Driver Did Not Show

Carriers occasionally record a failed attempt when the customer says someone was on site the whole time. Tell the team immediately and explain who was present and for which hours. The team takes that back to the carrier and does not approve the charge while the attempt is being questioned, and it has told carriers that no redelivery fee should apply when the customer's account did not support one. If the carrier never called to schedule at all, follow my order has not arrived and nobody called.

Storage Charges at the Terminal

After a failed attempt, or when a shipment is held for customer pickup, the carrier can begin storage charges, and a shipment left at the terminal long enough may be treated by the carrier as unclaimed. Storage charges are set by the carrier, not by Ella. If you chose to pick up at the terminal, as covered in shipping, sales tax and pickup, collect the crate as soon as the carrier says it is available. If you are waiting on an installer or a remodel, arrange a dry place to keep the crated tub at home rather than leaving it with the carrier.

How to Avoid a Missed Delivery

1. Keep the phone number on your order reachable. The carrier calls that number to set the appointment.
2. Write down the appointment window and have someone able to sign present for the whole window, not just the start of it.
3. Arrange help to move the crate from the curb, because the driver does not bring it inside.
4. If your plans change, call the carrier before the window opens so the appointment can be moved without a failed attempt.

Inspect on Delivery

A redelivery does not change your inspection responsibilities. Look the crate over with the driver present, note any visible damage on the bill of lading, and if you cannot inspect fully, write that concealed damage is possible before you sign. Concealed damage must be reported within 48 hours of receipt, so unpack the tub, check it visually and operationally, and keep all packaging material until you are sure it arrived in good condition.

Related Guides

• Your walk-in tub has arrived, how to inspect the delivery before signing
• My tub arrived damaged. What should I do in the first 48 hours?
• Printable Delivery Day Checklist for a Walk-In Tub

Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.