How do I order parts for a secondhand Ella tub without an order number?
You do not need an order number to get a part for an Ella walk-in tub. What identifies the tub is its serial number, printed on the label behind the magnetic access panel next to the door, and that number tells the team when the tub was built and which replacement parts are compatible with it. Call (800) 480-6850 or open a ticket at ellasbubbles.com/support with the serial number and a clear photo of the part you need, and the team matches the part and arranges it as a purchase, because the warranty stays with the first purchaser. Are replacement parts available for Ella walk-in bathtubs? confirms that parts are available for every genuine Ella tub no matter where it was purchased, and this page covers the secondhand path from start to finish.
The Serial Number Replaces the Order Number
When you bought the tub from a previous owner, inherited it with a house or found it already installed, the original invoice usually went with the first owner. That is fine. Ella matches replacement parts to the serial number rather than to an order, and the serial number is on the tub itself. The video on this page shows where to look: on the inside of one of the removable panels. On current tubs that is the label behind the magnetic access panel next to the door. From that number the team can see when the tub was made, who made it and which replacement parts are compatible, which is exactly what a parts request needs.
Copy the whole label rather than one line. One of the numbers is often the manufacture date printed as a date, and people sometimes send that thinking it is the serial number. The serial number is a separate number printed next to it. Older tubs may show a short letter-and-number code on the shipping crate or paperwork instead of today's model name, and support can translate those codes to the current model, so send any code you find even if it does not look like a model name.
What to Send with Your Request
- The full label, photographed or typed out, with the serial number clearly marked.
- A clear photo of the part you need, in place on the tub if possible, with any cracked, bent or missing piece pointed out.
- A photo of the whole tub from the front, plus the door and its latches, so the team can confirm the model and door side.
- The door side, left or right as you face the tub, and whether the door swings inward or outward.
- A street shipping address and a phone number for the carrier label.
The photo matters as much as the serial number. Ella has updated many parts and specifications over the years, so the current spec sheet for a model may not match a unit built several years ago in every detail. A picture of the part shows the exact version fitted to your tub rather than the version on today's drawing, and it is the most reliable way for support to match it.
What Changes with a Secondhand Tub, and What Does Not
A secondhand tub changes who pays, not whether parts exist. The Lifetime Limited Warranty is extended to the first purchaser at the original installation address and is nontransferable, so a tub that changed owners or moved to another address is outside the warranty. A part for a secondhand tub therefore comes as a purchase rather than a warranty replacement. Payment is taken by phone, and for security the team does not keep card numbers on file, so have the card ready on the call. Parts sold to a secondhand owner are final sale, so confirm the match before you pay.
What continues for every Ella tub, whoever owns it, is free lifetime technical support by phone, email and live video, and access to replacement parts matched to the serial number, including door seals. The manuals, cleaning instructions, specifications and how-to videos also stay available on the Downloads tab of each model's product page. Ella does not send technicians. Once the part arrives, a local licensed plumber or electrician does the fitting, and technical support is available to answer questions along the way.
Matching Parts on an Older Tub
Because parts have changed over the years, the team confirms the match before anything ships. For a drain, for example, the team sends a picture of the replacement assembly it can supply so you can confirm it matches before the order is placed, and for some tubs only one version of the assembly is available. Ordering a Complete Drain and Overflow Assembly and How It Is Replaced shows that process, including the smaller pieces such as drain elbows and the overflow plate hardware that are available on their own. Door latches work the same way: Ella does not publish a component-by-component part number breakdown for the legacy latch, which the legacy parts listing describes as a metal latch with a rubber covering that firmly holds the handle and door in place, so a clear photo of the latch and handle on your tub plus the serial number is what gets the correct piece.
If You Are Not Sure the Tub Is an Ella
Send a photo of the tub along with any label you can find and the team will tell you either way. Measure the exterior length, width and height in inches, note whether the door swings inward into the tub or outward into the room and which side it is on, and photograph the front, the door and latches, the controls, the faucet, the drain area and the label. Is My Unbranded Walk-In Tub an Ella, and Which Model Is It? explains how support compares those photos and dimensions against the lineup and then sends the product page link for the confirmed model.
If the tub turns out to be another company's, that manufacturer or wherever the tub was bought is the right place for parts and warranty, and the same clear photo of the part and its label will help them just as it helps Ella. One more case comes up with older Ella tubs: some were fitted with faucets built by other companies, and those faucets stay under their own maker's warranty rather than Ella's. The team can still confirm from a photo which faucet you have and tell you where its parts come from.
After You Order
Replacement parts ship by parcel carrier from the Ella's Bubbles warehouse in Chicago, and the tracking number is emailed to you as soon as the shipping label is created, often together with a link to the how-to video for that part, such as the door seal, drain cable or latch. Small parts such as a door latch travel by parcel carrier, not by freight. The delivery date on the tracking page is the carrier's estimate, and once the package is in the carrier's hands the team sees the same tracking page you do. Where Is My Replacement Part? Tracking, What Support Can See, Faster Options, PO Boxes and Canada covers what to do if tracking has not arrived and how to ask about faster service. Plan the swap with a licensed plumber or electrician as the part calls for, and keep the serial number handy, since every future request starts with it.
Watch: Ella's Bubbles: Serial Number Location with chapters and a full transcript.
Related Guides
- Where to find your walk-in tub model and serial numbers
- Is My Tub an Ella? Identifying the Brand and Model From Labels, Doors and Faucets Before Ordering Parts
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Common Questions
Where is the serial number on an Ella walk-in tub?
Does the lifetime warranty transfer to a second owner?
How do I pay for a part on a secondhand tub?
Are parts still available for an older Ella tub?
What if the tub is not an Ella after all?
Who installs the replacement part once it arrives?
About this guide. Answers in the Ella’s Bubbles Support Center are compiled from real conversations with tub owners, our technicians’ notes and the product documentation, then reviewed by our team. Tub models and options have evolved over the years, so a detail here may differ slightly from your exact tub. If something looks different on yours, send us your serial number and a specialist will confirm it for your model.
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