I Ordered From Another Hydrotherapy Website, Is That Ella's Bubbles?

Ella's Bubbles is a single company with a single website, ellasbubbles.com, and Ella is simply its short name. A different hydrotherapy website is a different business: it may be an independent dealer or reseller that carries Ella products, or a company selling another brand altogether. The company that took your order is the right place to start for questions about the order itself, and if the tub you bought is an Ella product, the team at (800) 480-6850 is glad to help with the tub. Is Ella the Same Company as Ella's Bubbles? explains the two names, and this page explains how to tell whether another site is connected to Ella at all.

Who Ella's Bubbles Is, and Who It Is Not

Ella's Bubbles was founded in 2005 and is a family-owned, Chicago-based manufacturer of acrylic walk-in tubs. Products are assembled and jetted at the company's facility in Chicago and ship nationwide. The company's own channels are ellasbubbles.com, the support desk at ellasbubbles.com/support, the phone line at (800) 480-6850, and the warranty activation form linked at the bottom of every page of the site. Any web address other than ellasbubbles.com belongs to someone else.

That someone else may still be offering Ella tubs. Ella's Bubbles runs a dealer program and a reseller program for businesses that sell and install its walk-in tubs and showers, and those businesses are independent companies with their own websites, phone numbers and order paperwork. A dealer's site can carry Ella product content through Ella Sync, a feature the team sets up on the dealer's website, and a shower builder page can be made available for a dealer's site too. So a site that shows Ella model names and photos under another company's banner is not unusual, and it is still not Ella's Bubbles.

How to Tell Whether the Tub You Ordered Is an Ella

• Look for the Ella name on the product. The individual model names sit under the Ella name, so an order for an Ella walk-in tub names both the brand and the model.
• Check the catalog or brochure you were given. The team edits the catalog for dealers in the dealer program with the dealer's company name, website, phone number and address, so a catalog with another company's contact details on it can still be the Ella catalog, as described in Personalized Dealer Catalogs and Print-Ready Brochure Files.
• Read your order confirmation. It names the company you paid and should name the model. If the brand is not Ella, the product is not an Ella tub, whatever the website's name suggested.
• Compare the official site. The video on this page walks through ellasbubbles.com, showing the tub collections and the model pages with their photos, options and videos, so you can see whether what you ordered appears in the Ella lineup.

If you are still unsure after those checks, open a ticket at ellasbubbles.com/support with the website name, the model name on your confirmation and any photos of the product, and the team can confirm whether it is an Ella product.

Who to Contact About the Order

The company that handled your order is the one that can answer questions about it. The published ordering guidance makes the same point about retailers: if you ordered through a retailer such as Home Depot and there is an issue with your shipment, the retailer is the right place to start because they handled your order, while questions about the tub itself go to your Ella dealer or the team at (800) 480-6850. The same split applies to an order placed on a dealer's or reseller's website.

1. Order status, invoices, payment, delivery scheduling and changes to the order: the website or company you ordered from.
2. Damage or problems with the shipment: start with the company that handled the order.
3. Questions about the tub itself, its options, installation guidance and parts: your Ella dealer or the team at (800) 480-6850, with the model name and serial number ready.
4. Warranty activation: the activation form linked at the bottom of every page of ellasbubbles.com, completed and returned to Ella's Bubbles once the tub is installed.

Ordering and Shipping Policy: What to Expect From Order to Delivery describes the paperwork an order processed by Ella's Bubbles produces: a confirmation invoice to review, a final invoice marked paid, and tracking information sent by email once the tub has been assembled, tested and picked up by the transit company. If your paperwork came from another company under its own name, that company is your contact for it.

What a Dealer or Reseller Does That Ella's Bubbles Does Not

Dealers and resellers are the companies that sell and install Ella walk-in tubs and showers for their own customers. Ella's Bubbles does not send staff to a customer's home to give a presentation or take measurements. Product presentations are handled live over video, and dealers and their clients can visit the Chicago showroom in person or join a live video tour. If the website you ordered from promised an in-home visit or an installation crew, that promise came from that company, not from Ella's Bubbles. Details of both programs are in Ella's Bubbles Dealer Program and Ella's Bubbles Reseller Program.

If the Website Was Not Selling Ella Products

Hydrotherapy is a general term, and companies that apply to the reseller program often have a history with other walk-in tub brands such as Jetta and American Standard, so a hydrotherapy website is not an Ella website by default. If your confirmation names a different brand, Ella's Bubbles was not part of that order and the support team can only help with Ella tubs. Contact the company you paid. If you were comparing tubs and want to know more about an Ella model, your Ella dealer or the team at (800) 480-6850 can help.

Watch: How To Navigate The Ella's Bubbles Website | Ella's Bubbles with chapters and a full transcript.

Related Guides

• How do I activate my Ella's Bubbles walk-in tub warranty?
• Dealers and Installers: How to Activate the Warranty in Your Customer's Name

Common Questions