Preparing a Returned Walk-In Tub for Carrier Pickup: Packing, the Return Bill of Lading and Why a Driver May Refuse It

When a walk-in tub is returned to Ella's Bubbles, the crated tub must be waiting at the curb, in the driveway or in an open garage on the pickup day, and you must have the return Bill of Lading that Ella emails you printed in three copies. Freight drivers do not enter the home, so a tub sitting inside the front door will be refused even if it is only a few feet from the street. Ella schedules the pickup only after you send photos showing the tub properly repacked on its pallet.

Before the Pickup Can Be Scheduled

Start by requesting return authorization under the 30-day return policy. Returns apply to brand new, uninstalled tubs in their original packaging and carry a 25% restocking fee, return shipping costs are the customer's responsibility, and the refund depends on the condition in which the tub reaches Ella's facility. Once the return is approved, Ella asks for pictures of the crated and palleted unit. The photos let Ella confirm the packing is secure enough for transit and let the carrier see what it is collecting. Pickup is not booked until the photos have been reviewed.

How the Tub Must Be Packed

1. Set the tub on its pallet and screw the tub feet to the pallet so it cannot shift in transit.
2. Shrink wrap the tub, add bubble wrap over exposed edges, place the carton over it and strap the whole package securely to the pallet.
3. Pack every loose component with it, including extension panels and any loose parts, each protected separately for transit.
4. Keep the crate on a clean, flat surface. Never set the tub or panels directly on gravel or rough ground, because scratches on arrival reduce the refund.

The tub must arrive in perfect, as-new condition with no scratches or damage of any kind. Missing parts or damage found at the warehouse inspection are deducted from the refund.

The Return Bill of Lading

Once the packing photos have been reviewed, Ella emails you a return Bill of Lading and a pickup window. Print three copies. One is attached to the tub, one is handed to the driver and one stays with you as your record. The document identifies the shipment to the carrier and shows Ella's facility as the destination, so the driver will not take the freight without it. If you do not have a printer, a contractor or family member at the site can print it. Ella can mail a paper copy instead, but that delays the return and the refund. What the document contains is explained in what is a Bill of Lading.

Why a Driver Might Refuse the Pickup

The most common reason is location. Freight pickups mirror curbside delivery: the driver collects from the curb, driveway or an open garage and does not enter the house or carry freight through a doorway, even a wide one with a flat path to the street. A tub in an entryway will be left behind and the pickup has to be rebooked. Have the crate outside or in the garage before the pickup window opens, and arrange help ahead of time if the crate needs to be moved. Other reasons include a missing Bill of Lading or a crate that is not strapped to its pallet. Ella's facility has a loading dock, so no liftgate or inside delivery is needed at the receiving end.

Related Guides

• My order arrived damaged, how do I file a freight damage claim?
• What Are Shipping Size and Shipping Weight on a Walk-In Tub?

Common Questions

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.