The Carrier Missed or Cancelled My Return Pickup: How to Reschedule

If the carrier missed or cancelled the pickup of your return unit, open a ticket at ellasbubbles.com/support or call (800) 480-6850 with your order number. Support will give you the carrier's phone number and the pickup reference number so you can reschedule directly with the carrier, or support can contact the carrier and confirm a new date with you. Keep the unit packed, secured to its pallet and protected until the new date is confirmed.

Why a Pickup Gets Missed

Return units travel as freight, and freight pickups depend on the carrier's local schedule. A stop can be dropped or cancelled on the carrier's side through no fault of yours. When that happens, the carrier still holds your pickup under its reference number, so the fix is a new appointment rather than a new return.

Before Pickup Day

A return must be authorized through support before anything ships. Once it is authorized, the unit needs to be secured to a pallet and packaged for the trip. A photo of the packed unit on its pallet helps support confirm it is ready to go. Keep it in a garage or covered area until you have a confirmed date, then move it to where the driver can reach it.

Rescheduling a Missed or Cancelled Pickup

1. Contact support with your order number and note the date the carrier was expected. If the carrier told you the stop was cancelled, pass that along.
2. Ask for the carrier's phone number and the pickup reference number for your return. Both are on file with support.
3. Call the carrier, give the reference number, and agree on a new date. Mention any days that do not work for you.
4. If you would rather not call, tell support which days work for you. Support will check with the carrier and let you know the new date.
5. Keep the unit protected until the truck arrives.

What Support Can and Cannot Do

Support can see which carrier is assigned and the pickup reference, but it does not control the driver's route. When a carrier cancels, support has to wait for the carrier's reply before a new date is known, so a same-day answer is not always possible. The same limits apply to inbound freight, which is covered in tracking your freight shipment and what to do when nobody called. If your return involves the Chicago facility directly, see picking up in Chicago.

If a Replacement Shipment Arrives While Your Return Is Pending

Sometimes a return is paired with a replacement unit shipping to you. Replacement freight is a curbside delivery. Inspect the replacement for visible damage with the driver present, and if you cannot make a full inspection at delivery, mark the bill of lading as concealed damage possible, then date and sign it. Check for concealed damage, both visual and operational, as soon as possible. Freight damage claims must be filed within 48 hours of receipt, and you should save all packaging material until the claim is settled.

Related Guides

• Can I return my walk-in tub? The 30-day return policy explained
• My order arrived damaged, how do I file a freight damage claim?
• Where Is My Replacement Part? Tracking, What Support Can See, Faster Options, PO Boxes and Canada

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.