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Ordering and Shipping Policy: What to Expect From Order to Delivery

Updated November 2026

▶Glossary8
  1. How Your Order Moves Forward
  2. Tracking Your Tub
  3. Getting Ready for Delivery
  4. If You Purchased Through a Retailer
  5. Payment Tips
  6. Returns
  7. Related Guides
  8. Common Questions

Your Ella walk-in tub is kept in stock and is crafted, assembled and tested before it ships. You review and confirm an invoice before payment, and you receive a final invoice marked paid once payment goes through. Tracking information follows once your tub has been assembled, tested and picked up by the transit company. For questions about your specific order, contact ellasbubbles.com/support or (800) 480-6850.

How Your Order Moves Forward

Every Ella walk-in tub is assembled and tested before it ships. The steps below show what you can expect to see along the way.

  1. You receive a confirmation invoice by email. Review it carefully before you confirm.
  2. You confirm the invoice. Payment is processed after you have reviewed and confirmed it.
  3. After payment, you receive a final invoice with a "paid" stamp.
  4. Your tub is assembled and tested.
  5. Once the transit company picks up your tub, your tracking information is sent to you.

For a closer look at what happens right after you order, see what happens next after you place your order.

Tracking Your Tub

Tracking information is sent after your tub has been assembled, tested and picked up by the transit company. Once you have tracking, you can follow your tub as it travels to you.

Getting Ready for Delivery

Planning ahead makes delivery day smooth. Read how your walk-in tub ships and how to prepare for delivery day so you know what to have ready, and see how shipping is quoted, including liftgate delivery and accessory shipping.

If You Purchased Through a Retailer

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. For questions about the tub itself, your Ella dealer or the team at (800) 480-6850 is always glad to help.

Payment Tips

Sometimes a bank will refuse a large payment. If your payment does not go through, confirm the payment with your bank.

Returns

If you have questions about changing your mind after an order, our guide to how returns and refunds work explains the details.

Common Questions

What invoices will I receive for my order?
You first receive a confirmation invoice by email to review and confirm. After payment, you receive a final invoice with a "paid" stamp.
When will I receive my tracking information?
Tracking is sent after your tub has been assembled, tested and picked up by the transit company. It is sent to you by email.
Is my tub assembled and tested before it ships?
Yes. Ella tubs are kept in stock, and each one is crafted, assembled and tested before the transit company picks it up.
What should I do if my bank declines the payment?
Banks sometimes refuse large payments. Confirm the payment with your bank. If you still need help, contact ellasbubbles.com/support or (800) 480-6850.
Who do I contact about a shipment ordered through Home Depot?
When you ordered through Home Depot, shipment issues are handled through Home Depot because they processed your order. For questions about the tub itself, you can reach the team at (800) 480-6850.
Where can I get help choosing an Ella walk-in tub?
Your Ella dealer is a great place to start. You can also reach the team at ellasbubbles.com/support or (800) 480-6850.
How soon should I report freight damage after my tub arrives?
Freight-damage claims must be filed within 48 hours of receiving your shipment. Save all packaging material, and inspect the tub for concealed damage, both visual and operational, before you file. To start a claim, contact ellasbubbles.com/support or (800) 480-6850.
Can I pay for my Ella walk-in tub with a home improvement card?
Yes, customers can pay with a home improvement card, such as one from Synchrony Bank. Your final invoice is sent for your approval before your card is charged. Your Ella dealer or the team at (800) 480-6850 can answer questions about payment options.
Can my Ella walk-in tub be shipped directly to my address?
Yes, tubs can be shipped directly to your address. Shipping details can be included with your proposal, and proposals are not final until you approve them, so they can be adjusted. Your Ella dealer or the team at (800) 480-6850 can help with the details.
What do I need to activate my Ella tub warranty?
Activation is required to put your warranty in force. Complete and sign the 2-page activation form with your installer, then return it online at ellasbubbles.com/warranty-activation/. Include a copy of your sales receipt and your installer's electrician license and insurance information.
How is my Ella walk-in tub packed for shipping?
Your tub is packed on a pallet and surrounded by honeycomb cardboard. It is then shrink-wrapped and bubble-wrapped. Leveling feet are screwed to the pallet so the tub stays secure and does not move in transit.
What should I write on the bill of lading if I think my tub may be damaged?
If there may be damage, the contractor or recipient should mark "damage possible" on the bill of lading. If you are unsure about damage or do not have time to inspect right away, write "concealed damage possible, pending further inspections." Your Ella dealer or the team at (800) 480-6850 can help with any questions about the next steps.
Should I take pictures of the box before I unpack my walk-in tub?
Yes, it is important to take pictures of any damage to the box before disassembling it. After that, inspect the tub inside the packaging. These photos give you a helpful record if you need to report an issue.
Does my Ella walk-in tub arrive in one piece?
Yes, your tub arrives fully assembled in one piece. Some smaller parts come in a separate box, so be sure to look for it when your shipment arrives. Your Ella dealer or the team at (800) 480-6850 can answer any questions about what is included with your order.
Is delivery of my Ella walk-in tub curbside?
Yes, delivery is curbside. That means it helps to have a plan for moving the tub from the curb to its final spot before delivery day. Your Ella dealer or the team at (800) 480-6850 can help you get ready.
Will the freight company need anything extra if my order is going across the border?
For orders going over the border, the freight company may ask for a social security number for customs. It is a good idea to be ready for that request ahead of time. Your Ella dealer or the team at (800) 480-6850 can help with questions about your shipment.
Where does my Ella walk-in tub ship from?
Ella walk-in tubs ship from Chicago. Shipping updates are sent to you by email as your order moves along. Your Ella dealer or the team at (800) 480-6850 can answer questions about your specific order.
Who schedules the delivery of my Ella walk-in tub?
Delivery is scheduled by the carrier. Shipping updates are sent to you by email. Your Ella dealer or the team at (800) 480-6850 can help with questions about your delivery.
How will I receive my bill of lading and shipping updates?
Shipping updates and bills of lading are sent to you by email. Keep an eye on your inbox once your tub has been picked up by the transit company. If you have not seen them, contact ellasbubbles.com/support or (800) 480-6850.
What payment methods can I use for my Ella walk-in tub order?
Payment options include credit card or ACH. You review and confirm your invoice before payment is processed. Your Ella dealer or the team at (800) 480-6850 can answer questions about payment options.

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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