When my order hasn't arrived and nobody called is the situation, the first thing to check is the phone number on your order, because walk-in tubs travel by LTL freight and the carrier calls that number to schedule a delivery window before the truck comes out. A missed call from an unfamiliar number, a full voicemail box, or a typo in the number on the order are the most common reasons a delivery goes quiet. The second thing to check is who holds the order: for a tub bought through Home Depot, Amazon, Menards or another retailer, the retailer arranges the shipping and is the one to call about a late delivery. What happens between the order and the truck is explained in what happens after you place your order.

Likely Causes

• The carrier tried to schedule with the phone number on the order and did not reach you.
• The tub has not shipped yet; every tub is assembled and tested to order, so timing varies with model, options and stock.
• The shipment confirmation with the tracking number went to a different email address or a spam folder.

What to Check, in Order

1. Check the phone number on your order confirmation and look for missed calls or voicemails from an unfamiliar number around the expected date. Freight carriers call ahead, as described in how freight delivery works.
2. Search your email, including spam, for a shipment confirmation. The carrier's tracking page shows whether the crate is in transit or waiting at a terminal for an appointment, and it usually lists the carrier's phone number so you can schedule directly.
3. Identify who issued your receipt. If it was a retailer, contact the retailer with your order number; the retailer owns the delivery, and Ella's Bubbles cannot see a retailer's order records. See where you purchased matters.
4. If your order was arranged through your Ella dealer or the team, reply on your existing ticket or call (800) 480-6850 with your order number so the team can confirm the current status of your specific order.
5. Once a delivery window is set, someone able to receive and inspect the crate needs to be present; the crate is lowered by liftgate to the curb or driveway, and your installer or helpers carry it inside. Preparing for delivery day covers the path measurements and the packaging.

The video follows an order from purchase through assembly, testing, wrapping and crating to the freight truck, then shows what to do when the crate arrives. Please note that the published 48 hour window for reporting damage is the one that applies, not the longer window mentioned in the video.

When to Open a Ticket

If the number on your order is correct, nothing is in your email and the tracking page does not explain the delay, reach your Ella dealer or the team at (800) 480-6850 or ellasbubbles.com/support with your order number, the name and phone number on the order, your delivery address and the date you were given. For a retailer purchase, contact where you purchased first. No delivery timeframe is promised here; the team confirms current timing for your specific order.

Common Questions