When parts are missing from the crate, they are usually not missing at all. Every small item, from drain handles and grab bar hardware to supply lines and the hand shower hose, is individually wrapped, boxed and placed inside the tub or under the frame before the tub is crated. The first thing to check is inside the tub itself: the manual and small instruction packs travel in a white envelope on top of the wrap, and it can slip down inside the tub during the ride. The full list of what belongs in the crate is in the what is in the crate inventory checklist.

Likely Causes

• The parts box or envelope slid inside the tub or under the frame during transit and has not been found yet.
• Small hardware is taped to the back of the panel it belongs to.
• The part was never part of the package by design: two-seat and outward-swing tubs do not include a back panel, and shut-off valves and PVC drain fittings are supplied by your plumber.

What to Check, in Order

1. Look inside the tub. Lift the wrap and check the floor and seat area for the white envelope and the wrapped boxes.
2. Look under the frame and in the bottom of the crate.
3. Check behind every removable panel. The two white end-panel screws, screw caps and similar hardware are often taped to the back of the panel itself.
4. Open every small box and bag. The grab bar bag holds the bar, escutcheons, washers, bolts and an Allen wrench, and the hand shower hose ships with the faucet set.
5. Confirm the part was supposed to be there. A two-seat or outward-swing tub covers its exposed end with the end panel and does not ship with a back panel, and a panel you opted out of at order time will not be in the crate.
6. Photograph the crate, the packing and the spot where the part should have been, keep all packaging, and report within 48 hours of receiving the shipment per the 48 hour reporting window. Note anything unusual about the crate on the delivery paperwork per the delivery inspection checklist.

The video follows a tub through final testing and packing and shows the accessories being individually wrapped and boxed before the tub is re-wrapped and the shipping case goes on, which is why the inside of the tub is the first place to look.

When to Open a Ticket

If the search comes up empty, contact where you purchased the tub, or reach your Ella dealer or the team at (800) 480-6850 or through ellasbubbles.com/support. Include your order number, the serial number, the missing item, and photos of the crate, the packing and the spot where the part should have been. If your tub came through Home Depot, Amazon, Menards or another retailer, the missing item claim runs through the retailer, and the team can still help identify the exact part; see support for retailer purchased tubs and showers.

Common Questions