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Placing Your Order: Online Checkout, Proposals, Phone Orders, and Fixing Cart Errors
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Placing Your Order: Online Checkout, Proposals, Phone Orders, and Fixing Cart Errors
Updated September 2026
Whether you are working with an Ella dealer or with the Ella team, a walk-in tub order follows the same shape: a written proposal for the exact tub, an order confirmation once the order is placed, and a shipment notice with tracking once it leaves Chicago. This guide explains what each document contains and what to have ready so nothing has to be re-quoted.
What to Have Ready
- The model and, if you know it, the size variant. The article on choosing between the tub families helps if you are still deciding.
- The therapy package: soaking, air, hydro, or a combination. Not every combination fits every model; see which therapy combinations fit which tub.
- Left-hand or right-hand door and drain side. Stand in the bathroom facing where the tub will go and note which side the drain and door will be on. The door and seat are on one side and the drains are on the opposite side, so the choice follows your house drain. The article on choosing left or right walks through this.
- Options: heated seat and backrest, faucet choice, panels, shower column or glass screen, accessories. The article on what can and cannot be customized explains which items must be built in at the factory.
- Delivery address, including whether it is a rural, island or hard-to-reach location, because freight is quoted per address.
The Proposal
A proposal is a written, itemized document for one specific configuration: each item on its own line, shipping calculated to your address, and any applicable program noted. A proposal is not an order. Nothing is reserved until it is accepted and paid, items can be added or removed before that point, and a proposal may carry an expiration date because freight rates change. If you are applying for a grant or assistance program, ask for an official proposal on the tub you want; Ella's Bubbles does not apply for grants on your behalf, but the proposal can accompany your application. To understand each line, see what goes into the cost of a walk-in tub.
Seeing the Tub Before You Decide
Chapters in this video
- 0:00 Considering a Walk-In Tub The customer expresses her need for a walk-in tub due to mobility issues and safety concerns.
- 0:40 Scheduling a Live Video Chat The customer visits Ella's Bubbles website and schedules a live video chat with an expert team member.
- 1:26 Seeing Tubs in Action The Ella's Bubbles team member explains how they can show various tubs and jetting options live with water.
- 2:02 Finding the Perfect Tub The customer learns how to take body measurements and finds the ideal walk-in tub with accessories from home.
Watch: At Home Live Video Demonstration with chapters and a full transcript.
Many customers ask for a live video demonstration before they accept a proposal. The video shows how it works: you fill out the form on the website to schedule a live video chat over Zoom, Android or FaceTime, and an Ella team member walks you through the tubs and a live jetted tub in the showroom, and explains how to take your own body measurements so the seat and door suit you. The article on showroom visits and live video tours has the scheduling details.
The Confirmation and Shipment Notice
Once the order is placed you receive an order confirmation by email. Every tub is assembled, jetted, tested, cleaned and crated for your configuration, so timing varies with the model, the therapy package, current stock and destination; the team confirms timing for each order rather than quoting a standard window. When the tub ships you receive a shipment confirmation with a tracking number, and the freight carrier calls ahead to schedule delivery. The article on what happens after you order follows the tub through production and shipping.
Changing an Order
Changes to the door side, therapy package or options are easiest before the order is confirmed. After confirmation, open a ticket right away with your order reference; whether a change is still possible depends on where the tub is in the build. Cancellations are handled by the team case by case, and the return policy article explains what applies once a tub has shipped.
Related Guides
- Can Ella Hold My Tub at the Warehouse Until My Bathroom Is Ready?
- Will Someone Come to My Home for an Estimate?
- Deposits and Partial Payments on a Walk-In Tub Order
- Dealer Payment Terms and Accepted Payment Methods for Walk-In Tub Orders
- Is There a Fee for Paying by Credit Card on a Walk-In Tub Order?
- Can I Change the Shipping Address or Consignee Name After Placing My Order?
If you are a dealer sending a purchase order, see the guide to dealer purchase orders, invoice confirmation and payment before production for the exact confirmation wording and what holds an order from production.
If you want to add an end panel, extension panel, faucet, heated seat, or other option to an order that has not shipped yet, see adding a panel, faucet, or option to an order you already placed for how the updated invoice is confirmed and paid and how the added item ships.
Common Questions
Can I get a proposal without committing?
Yes, you can get a proposal without committing to an order. Most customers ask for a written proposal first, as it allows you to review every itemized line, including the specific tub model, therapy package, door side, options, and shipping calculated to your address, before making a decision. Items can be added or removed from the proposal before it is accepted and paid.
How much is a specific model with a particular therapy package?
Pricing for a configuration depends on the model, the therapy package, the door side and options such as the heated seat, faucet finish or shower column, so the best answer is a written proposal for exactly the tub you want. Share those details with your Ella dealer or the team at (800) 480-6850.
Does a proposal reserve a tub?
No, a proposal does not reserve a walk-in tub. Nothing is reserved until the proposal is formally accepted and paid for. Stock for walk-in tubs moves on a first-come, first-served basis, so accepting and paying for your proposal is necessary to secure your chosen configuration.
Why does my proposal have an expiration date?
Your proposal may have an expiration date because freight rates can change over time. The shipping line on a proposal is calculated specifically for your delivery address at the time the document is created. If your proposal has expired, you should ask for a refreshed proposal to ensure accurate shipping costs.
I have not received a confirmation.
If you have not received your order confirmation, first check your spam folder. If it's not there, open a support ticket with the name and email address used on the order, and the Ella team will resend the confirmation to you. The confirmation email will have the subject line 'order confirmation response required'.
Can I order for a family member at another address?
Yes, you can order a walk-in tub for a family member at a different address. It is important to provide the delivery address upfront so that the freight costs are quoted correctly for that specific location. Additionally, ensure that someone at the delivery address will be available to receive and inspect the crated tub upon arrival.
Where do I find my order number later?
You can find your order number on the order confirmation email that you receive after placing your order. If you open a support ticket, the ticket code will also link to your order once the Ella team matches it. This order number is essential for any inquiries or changes related to your purchase.
Can I use a proposal for a grant or insurance application?
Yes, you can use a proposal for a grant or insurance application. You should ask for an official proposal for the exact walk-in tub you want, and the Ella team can include the specification sheet and other product documentation with it. Ella's Bubbles does not submit applications on your behalf, but the proposal can accompany your application.
Do I need to sign or initial the confirmation?
No. Nothing is signed or initialed; you reply to the confirmation email from your mailbox, not from inside the attached PDF, saying it is correct. On a phone use reply all and type the confirmation in the body. Your order is not finalized and nothing goes into production until that reply is received.
What if the confirmation has a mistake, or I want to change tubs?
Reply with the correction, such as a misspelled city or a missing accessory, and a new confirmation is sent before you approve. Door and drain side is the one detail the factory needs that nothing else settles, so confirm it with your installer first.
Can the tub be held until my bathroom is ready?
Yes, your finished walk-in tub can be held at the factory until your bathroom is ready. To arrange this, add "hold shipment until notified" to your reply when confirming your order details. Along with the confirmation, specifications, electrical diagrams, and installation videos will be sent for your installer to review while you prepare your bathroom.
Is the invoice the most accurate list of what comes with the tub?
Yes, the confirmation invoice is the most accurate and authoritative list of what comes with your walk-in tub. It itemizes the specific model, therapy package, door and drain side, panels, faucet choice, heated seat, and delivery details. Information from a website chatbot, for example, is not considered the definitive list of your order components.
Will my written proposal be sent to me by email?
Yes, when you ask your Ella dealer or the team at (800) 480-6850 for a proposal, it is emailed to you as a written, itemized document. It lists each component of your specific configuration so you can review everything before deciding. Nothing is reserved until the proposal is accepted and paid.
Can a specification sheet be included with my written proposal?
Yes, ask your Ella dealer or the team at (800) 480-6850 to include a specification sheet along with your proposal. This is useful whether you are comparing models, need documentation for a grant or assistance application, or simply want full product details before deciding. The specification sheet accompanies the proposal itself, separate from the electrical diagrams and install videos sent later with an order confirmation.
Can I get a written proposal for a specific model such as the Transfer 30 wheelchair accessible tub?
Yes, your Ella dealer or the team at (800) 480-6850 can prepare a written proposal for any specific model, including wheelchair accessible options like the Transfer 30. Share the model, therapy package, door side and delivery address so the proposal reflects your exact configuration. Like any proposal, it is not an order, and nothing is reserved until it is accepted and paid.
Where is Ella's Bubbles located, and does every tub ship from there?
Ella's Bubbles is located in Chicago, Illinois, and every walk-in tub is assembled, tested and crated for your configuration before it ships from there. You will receive a shipment confirmation with tracking once your tub leaves Chicago. This is the same origin point whether your order was placed through an Ella dealer or through the Ella team.
Can a heated seat be added to my order after it is placed?
A heated seat can be added to any standard order as a build option, the same as other therapy and comfort options. Clearance or fixed-inventory units are sold as-is and are never modified once purchased, so a heated seat cannot be added to those. If you are unsure whether your order is a standard build or a clearance unit, ask your Ella dealer or the team at (800) 480-6850.
Does production on my tub start before payment is received?
No, work does not begin on your tub until payment for the order has been received. This is one reason the reply confirming your order details matters, since nothing goes into production until that confirmation is received. Your Ella dealer or the team at (800) 480-6850 can confirm the status of your specific order.
Can I ask for my order to ship earlier than originally planned?
Yes, if your tub is ready you can contact your Ella dealer or the team at (800) 480-6850 to ask about shipping it sooner than originally scheduled. Since timing depends on the model, options and stock, the team confirms whether an earlier shipment is possible for your specific order.
Does my wire transfer payment need to match a specific account name?
Yes, if you are paying by wire transfer, the details need to match the account name exactly, including any 'LLC' if that applies to your account. Double-checking this before sending your transfer helps avoid delays in getting your order processed. Your Ella dealer or the team at (800) 480-6850 can confirm the exact account name to use.
What payment methods are accepted for a walk-in tub order?
Accepted payment methods include credit card, financing, check, wire transfer, and PayPal, and there are no additional processing fees for paying by credit card. Your Ella dealer or the team at (800) 480-6850 can help you choose the option that works best for you.
What is the subject line of the confirmation email I need to reply to?
The final invoice for your order is sent by email with the subject line 'order confirmation response required.' Look for this email, checking your spam folder if needed, and reply from your own mailbox confirming that the details are correct. Nothing goes into production until that reply is received.
Can I pay for my walk-in tub order using a debit card?
Yes, a debit card is an accepted payment method for your walk-in tub order. You can process a debit card payment through your Ella dealer or the Ella team. They can assist you with this payment option or answer any other questions you may have about accepted payment methods.
Can I give my credit card number over the phone instead of by email?
Yes, you can provide your credit card number over the phone instead of sending it via email. To do this, you can call your Ella dealer or the Ella team directly. They will securely take your credit card details over the phone to process your walk-in tub order.
How often are electronic bank transfer payments checked to confirm they have cleared?
Electronic bank transfers, such as wire transfers, are checked multiple times every day. Once a transfer clears, your payment receipt is updated to reflect it, so it is worth checking back if it does not show right away.
What information do I need to provide to process my walk-in tub order?
To process your order, the team needs your billing address, your shipping address, a phone number for whoever will receive the delivery, and your chosen payment method. Having all of this ready ahead of time helps your invoice and shipping get set up correctly. Your Ella dealer or the team at (800) 480-6850 can walk you through exactly what is needed.
Can my shipping address be different from my billing address?
Yes, your shipping address and billing address can be different when you place your order. Just make sure both addresses are given clearly so your invoice and delivery are set up correctly. Your Ella dealer or the team at (800) 480-6850 can confirm both addresses are recorded as you intend.
Why might my credit card be declined on the first attempt but go through later?
A credit card can sometimes be declined on the first attempt as a security check, then be approved on a second attempt once you have confirmed the charge with your bank. If this happens, contact your bank to authorize the transaction, then reach out to your Ella dealer or the team at (800) 480-6850 to try the payment again. This is a normal part of how some banks screen larger transactions.
What should I check if I'm paying with a virtual credit card that has a set limit?
If you are using a virtual credit card that requires an exact amount, make sure the amount on your invoice matches your card's set limit before you approve payment. A mismatch between the invoice amount and your card's limit can cause the payment to be declined. Your Ella dealer or the team at (800) 480-6850 can help confirm the invoice amount ahead of time.
Does a curbside delivery with a liftgate need an appointment scheduled?
Yes, when a delivery is curbside and uses a liftgate to lower the crate to the ground, an appointment needs to be scheduled for that delivery. The freight carrier calls ahead as part of arranging the delivery, and this liftgate appointment is set up at that time. Your Ella dealer or the team at (800) 480-6850 can help confirm what your specific address requires.
Is there a tool to help me find the right size and style of tub?
Yes, Ella's Bubbles offers a walk-in tub builder tool that helps you find a suitable tub based on details such as your hip width, preferred door style, and how you plan to enter the tub. Using it before requesting a proposal can help narrow down which model and configuration fit you best. Your Ella dealer or the team at (800) 480-6850 can also help you work through these details.
Is Ella's Bubbles an authorized vendor for Home Depot?
Yes, Ella's Bubbles is an authorized vendor for Home Depot. Regardless of where your walk-in tub is purchased, whether through an Ella dealer, the Ella team, or Home Depot, you can still contact your Ella dealer or the Ella team for assistance with proposals, configuration details, and any questions about your order.
Can I pay for my walk-in tub order over the phone with a credit card?
Yes, you can provide your credit card information over the phone to your Ella dealer or the team at (800) 480-6850. After you share your card details, a confirmation invoice is emailed to you so you can review everything before any charge is made.
When does my card actually get charged after a phone payment?
Your card is not charged until you reply 'approved' to the final invoice sent to your email. Once that approval is received and payment goes through, a final invoice marked 'paid' is sent to you and your tub moves into production.
Can a proposal be revised if my measurements or configuration change?
Yes, a proposal can be revised to reflect changes in your measurements or in the product configuration. Share the updated details with your Ella dealer or the team at (800) 480-6850, and a revised proposal can be prepared for the exact tub you want.
Are the automated images in my proposal always accurate for my bathroom?
Not always. Automated images in a proposal may not match your specific measurements or drain configuration. Review the written, itemized lines, and if anything looks different from what you need, ask your Ella dealer or the team at (800) 480-6850 for a revised proposal.
Why does my financing company ask for an invoice on a walk-in tub order?
Financing companies require an invoice before they can schedule document signing. Your Ella dealer or the team at (800) 480-6850 can provide it. Once your financing is figured out, the tub is pulled from inventory.
Can Ella's Bubbles help a new dealer account place its first order?
Yes, Ella's Bubbles can assist with the first order for a new account. Contact the team at (800) 480-6850 and they will help you get started. Dealers can fill out the purchase order form either online or manually.
Does Ella's Bubbles require full payment up front for a walk-in tub order?
Yes, full payment is required up front for a walk-in tub order. Ella's Bubbles no longer offers credit lines or monthly payment plans. Your Ella dealer or the team at (800) 480-6850 can help you with the payment step.
When is my credit card charged for my walk-in tub order?
After your card information is taken, a confirmation invoice is sent to you for review. Your card is charged only after you reply to that email confirming everything is correct. Please read the invoice carefully before you reply.
What should I do if my bank blocks the payment for my walk-in tub?
Large purchases may be blocked by a bank as a security measure. If that happens, you will need to authorize the payment with your bank. Once it is authorized, your Ella dealer or the team at (800) 480-6850 can help you finish the payment.
If I already accepted a proposal, do I still need to confirm the final invoice?
Yes. Accepting a proposal is not the last step, because you also need to explicitly confirm and proceed with the final invoice from accounting. Watch for that email and reply to confirm the details are correct. Your Ella dealer or the team at (800) 480-6850 can help if you have not seen it.
Can I ask for photos of my order once it has been sent out?
Yes, photos of items that have been sent out can be provided on request to the warehouse. Reach out to your Ella dealer or the team at (800) 480-6850 and they can make the request for you.
When is payment due for a custom shower pan?
Custom shower pans require payment after you accept the proposal. Share your details with your Ella dealer or the team at (800) 480-6850 so they can confirm the next steps for your pan.
How does Ella's Bubbles arrange the freight carrier for my shipment?
Ella's Bubbles uses Speedship, which aggregates major shipping companies. Freight is calculated for your delivery address, and you receive a shipment confirmation with tracking once your tub leaves Chicago. Your Ella dealer or the team at (800) 480-6850 can answer questions about your specific shipment.
What should I do if my order email asks me to reply with 'approve'?
Some customers receive an email about their order that needs a reply of 'approve' before the order can move forward. Reply from your own mailbox so your approval is on record. If you are unsure which email this is, your Ella dealer or the team at (800) 480-6850 can help you find it.
Which document is the main source for my shipping information?
The invoice is the primary document for shipping information on your order. Review the delivery details on it carefully, especially the ship-to address. If anything looks off, let your Ella dealer or the team at (800) 480-6850 know so it can be corrected.
Do I need to worry about details on the bill of lading?
The system generates the bill of lading for your shipment, and some details, such as the destination terminal phone number or postal code, may be filled in automatically. These automatically filled details are not critical as long as your ship-to address is correct. That is why it helps to double-check the address on your invoice.
For anything specific to your own tub or order, open a ticket at ellasbubbles.com/support or call (800) 480-6850 and the team will take it from there.
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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