How Do I Order a Replacement Supply Hose, Fast-Fill Faucet or Diverter?

Replacement faucet parts for an Ella walk-in tub, including the complete Fast-Fill faucet set, a single valve body, the diverter valve, the hand shower hose and the hot and cold supply lines, are ordered through your Ella dealer or the team at (800) 480-6850, or through a ticket at ellasbubbles.com/support. Have your model and serial number ready and, for anything on the faucet deck, a clear photo of the faucet, because Ella has shipped two faucet sets and two deck hole sizes over the years and every part is matched to the set on your tub. Buying a Fast-Fill Faucet Set or Valve Body on Its Own: Specs, Finishes and Deck Hole Size covers the specifications of the sets themselves; this page walks through placing the order for each part and what the team will ask you for.

Know Which Faucet Set You Have

Every faucet part is matched to the set, so the order starts with identifying the set on your deck. The 2-piece Fast-Fill faucet is a single lever: lift for on, lever left for hot, right for cold, lever down for off, with the diverter button under the spout. The 5-piece Fast-Fill faucet has separate red hot and blue cold handles with the diverter lever between them, plus the spout and the pull-out hand shower. Tubs fitted with the thermostatic faucet on a chrome deck plate have two diverter valves, one for the spout and one for the sprayer. Tubs from many years ago may have shipped with a different brand of Roman-style faucet, and the handles may not match the current catalog pictures at all, which is exactly why the team asks for a photo rather than a description.

If you still have your original invoice, it names the faucet model. If it is gone, the photo is enough for the team to identify the set and tell you whether you need the complete set or only some of its pieces. What Is a Hand Shower Diverter on a Walk-In Tub? shows the layout of each set if you want to compare before you call.

Ordering a Supply Line or a Hand Shower Hose

Two different hoses are easy to confuse when you ask for a replacement. The supply lines are the two braided lines under the deck that carry hot and cold water from your shut-off valves up to the faucet. The hand shower hose is the 5 foot retractable stainless braided hose that runs from the faucet to the pull-out wand.

Supply lines. Current Ella faucet sets connect with two 3/4 inch braided lines, while faucets on older tubs usually have 1/2 inch lines. The hot line carries red markings and the cold line carries blue markings, and both lines have reverse threads, as the 2-piece installation video on this page shows while the installer hand tightens each line and adds a quarter to a half turn with a wrench. When you ask for a hot or cold supply line, give the team the faucet set on your tub and the size of the connection at your check valves. Where a 3/4 inch faucet meets 1/2 inch check valves, the team supplies a 3/4 inch to 1/2 inch NPT adapter. A size on its own is a useful start, but because older and current faucets use different sizes and threads, a photo of the faucet and of the fitting end of the old line is the quickest way for the team to confirm the right part the first time.

Hand shower hose. The hose is ordered to the set on the tub and is never shared between sets. The hose matched to the 5-piece faucet does not fit the 2-piece faucet, and some owners of 2-piece faucets report a quick connect fitting at the faucet end. Tell the team which set you have, or send the photo, and the matching hose follows. The video also shows how the hose passes through a deck receptacle with a built-in gasket and is secured with an adapter nut on the brass connector, so you can see which fitting you are describing.

Ordering a Complete Faucet Set

The complete 5-piece Fast-Fill set is available on its own as a replacement, and the 2-piece set is available as a set as well. When an earlier faucet is being replaced, the 5-piece is the set Ella supplies, and it is sent in the version sized for your existing deck plate, because the valves on the newest version are too large to fit a replacement plate. That is why the team wants the photo of the faucet on the deck before a set ships. Can I Switch My Walk-In Tub From a 2-Piece to a 5-Piece Faucet? explains what changes under the deck, and Can I Replace My 2-Piece Ella Faucet With the 5-Piece Set? compares the two sets feature by feature.

The sets are offered in chrome, brushed nickel, black and gold. Only the faucet pieces change finish; the therapy buttons, dials and other tub controls stay chrome whatever finish you choose, which is the usual reason owners reconsider black or gold after seeing it on the tub. A faucet that has already been installed cannot be returned for credit, so settle the finish before your plumber fits it. The 5-piece set flows up to 18 gallons per minute on 3/4 inch connections, with the actual fill rate depending on your home's water pressure and piping.

Ordering a Diverter, a Valve Body or a Cartridge

Before you order a diverter, rule out the two things that mimic a failed one. A 2-piece diverter button that stays down after the water is turned off is an air lock: unscrew the hose from the handset, remove the plastic restrictor, and the button snaps back, then screw the hose back on. If water runs from both the spout and the hand shower, or the diverter will not switch back, turn the water off and on again with the handle first. Hard water can make an older 2-piece diverter stick, and removing the valve and soaking it in rubbing alcohol or a descaler often frees it. When a valve has truly failed, the team supplies the complete diverter valve with its supply connections, matched to your set from the photo.

If a hot or cold handle body is leaking or has broken, you can order the valve body alone rather than a whole set. The detail that decides the order is the hole in the tub deck, because Ella tubs have been made with either a 1-1/4 inch hole or a 1-3/4 inch hole and the replacement body has to match. Do not guess. The sequence is:

1. Note which piece has failed, for example the cold handle body, the spout or the diverter.
2. Measure the deck hole diameter for that piece.
3. Take a photo of the faucet and of the tub's serial label.
4. Contact your Ella dealer or the team at (800) 480-6850 with the model, serial number, hole size and finish.

A faucet that drips when off, or a lever that has become stiff, usually needs only a cartridge, not a valve body or a new set. Both faucet families use serviceable cartridges that swap from the deck with a 3 mm Allen wrench, plus a 17 mm socket on the 5-piece, and replacing your faucet cartridge step by step walks through the job and how to request the cartridge.

What to Have Ready When You Contact the Team

• Your model and serial number. The serial is on the label behind the magnetic access panel next to the door.
• A clear photo of the faucet on the deck, and a second photo of the failed piece or the fitting end of the old hose.
• Which part you need: the complete set, a valve body, the diverter valve, a cartridge, the hand shower hose or a supply line.
• For a valve body, the deck hole diameter you measured, and the finish.
• For a supply line, the size of the connection at your check valves.
• Your original invoice if you still have it, since it names the faucet model.

With those in hand, the team can match the part on the first contact. Parts ship under the warranty where it applies, and a local licensed plumber does the work under the deck.

Watch: Ellas Bubbles: Two Piece Fast-Fill Faucet Set Installation video with chapters and a full transcript.

Related Guides

• Faucet Cartridge Burst and Spraying Water: Shutting It Down and Getting Replacement Hot and Cold Valves
• Why Does My Tub Faucet Drip Constantly and How Do I Fix It?
• 5-Piece Faucet: Water Keeps Flowing With the Valve Off, Low Pressure, Handle Replacements and Finish Options

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