Pieces Were Missing From My Shipment, How Do I Get Them Sent?

Report the missing pieces within 48 hours of receiving the shipment: open a ticket at ellasbubbles.com/support or call (800) 480-6850 with photos, your invoice and your bill of lading, and the team arranges to send what did not arrive. Missing items fall inside the same published window as freight damage, which is explained in What Is the Freight Damage 48-Hour Window on a Walk-In Tub Delivery?. Before you report anything, look inside the tub and under the frame, because the small pieces are packed there on purpose and they are the ones most often reported missing.

Where the Small Pieces Are Packed

The video on this page shows how a tub is prepared for shipping. After assembly and testing, the tub is cleaned and inspected, and small items like drains, handles and other potentially fragile items are categorized, accounted for, individually wrapped, boxed and then placed in the tub or under the frame. The tub is then wrapped in plastic and bubble wrap, the invoice and bill of lading are double checked, and the whole unit is boxed in a wooden crate or an extra strong reinforced cardboard container. So a drain opener, a handle or a bag of hardware that seems to be missing is usually in a box sitting in the footwell or tucked beneath the frame, sometimes still under the plastic wrap. Unpack everything and compare the contents against your invoice before you decide a piece is missing.

Pieces That Only Look Missing

• Panel brackets turned sideways. On a brand new tub the mounting brackets for the end panel are often turned sideways for shipping and only look wrong. The mounting blocks are bonded to the shell, the clips attach to them, and the panel hangs on the clips.
• Shower door parts attached to the glass. Some parts ship attached to the glass rather than loose in a bag. On the LayDown tub screens, one component comes connected to the glass door and has to be separated before installation, so a part that seems missing may still be on the door.

Check the packing list against every piece, including anything attached to the glass, before reporting it. Missing or Broken Shower Door Hardware: Rollers, Tracks, Knobs and Frame Parts and Missing or Broken End Panel Clips and Mounting Blocks: How to Get Replacements cover those two cases in detail, including which photos to send.

Reporting Inside the 48-Hour Window

1. Treat delivery day as inspection day. Make a visual inspection of the crate while the driver is present. Some scuffs and light scrapes on the container are normal, since it is designed to absorb damage, but document them on your phone and note them on the delivery document before signing. If the crate is severely damaged and you suspect product damage, you can reject the delivery and call (800) 480-6850.
2. Open the crate carefully and save all packaging material. Keep the crate and every piece of packaging until the installation is complete.
3. Inspect visually and operationally. Whenever possible, fill the tub and run the systems before installation. 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.
4. Open a ticket at ellasbubbles.com/support or call (800) 480-6850. Attach photos of what arrived and of the crate, the signed bill of lading, your invoice, your order number and a list of exactly what is missing.
5. Tell the seller too. If a dealer or retailer holds your order, report the missing pieces to them as well.

In most cases a missing or damaged part is replaced rather than the whole tub, so the process is straightforward. You may have seen an older video mention a five-business-day period; that figure is superseded, and the published 48-hour window is the one that applies.

What the Team Needs to Ship the Pieces

• Your serial number. It is on the label behind the magnetic access panel next to the door, and it tells the team which parts are compatible with your tub.
• Photos. A photo of the place where each missing piece belongs and of what did arrive, so the team can see which blocks, clips or hardware are present and which are not.
• A short description of each piece. Say which panel or assembly it belongs to, for example an end panel, an extension panel, the front apron or the access panel, and how many pieces you need. Ask for a spare or two if you want them on hand.
• Where the tub was purchased. Retailer purchases are supported the same way, but their orders are held by the retailer.
• Contact and shipping details. Name, phone, a street address and an attention name. Parts ship by FedEx or UPS with tracking, so a PO box cannot be used. Dealers can have hardware sent directly to the installer.

Support replies with tracking once the parcel is picked up. How to order replacement parts for your Ella walk-in tub lists the full request format and the parts that are commonly ordered.

Charges, Warranty and Returns

On a registered tub within the parts warranty, hardware ships at no charge once support verifies the request. In other cases support tells you whether any charge applies before anything ships, so you will not be surprised by an invoice. If the warranty activation form was never submitted, the team may ask you to complete it at ellasbubbles.com/warranty-activation/ as part of the request. A part shipped at no charge is not a purchase, so there is nothing to refund, while a part you pay for separately is invoiced as its own order and follows the same published return conditions as the tub, which Can I return replacement parts or accessories I ordered separately from Ella? explains. If a part arrives and you are not sure whether it was billed or sent under the warranty, ask through ellasbubbles.com/support and the team will confirm.

Watch: Fast, Safe Shipping & Hassle-Free Returns | Ella’s Bubbles Walk-In Tubs with chapters and a full transcript.

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
• How Long Does a Replacement Part Take to Ship From Ella's Bubbles?

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