If there is a scratch in the acrylic and you are wondering whether there is a touch up kit, the answer depends on how deep it is. Fine scratches and dull spots come out with a fine grade automotive polishing compound and a soft cloth, with no kit needed. A chip, gouge or deep scratch that catches a fingernail is a different matter, and that is where a touch up kit comes in; kits are requested through your Ella dealer or the team at (800) 480-6850. The first thing to check is timing: if the damage was found while unpacking or right after delivery, it needs to be reported within 48 hours with photos, and all packaging kept, before anything else. The surface care steps are in acrylic surface care and touch up.

Likely Causes

• Light surface scuffs from cleaning, bath accessories or construction dust that has been wiped across the finish.
• Freight damage found at delivery, which has its own reporting window.
• Installer tools or dropped hardware chipping the deck, the shower pan or the area near the drain.
• A clearance unit that was described on its listing as carrying a scratch or acrylic imperfection.

What to Check, in Order

1. If the tub or faucet arrived this way, stop and photograph the damage and the packaging now. Freight damage must be reported within 48 hours of receipt with photos, and every piece of packaging kept, as explained in the freight damage 48 hour window. If the driver is still there, note the damage on the delivery paperwork before signing.
2. Run a fingernail across the scratch. If it does not catch, it is a surface mark.
3. For surface marks and dull spots, work a fine grade automotive polishing compound in with a soft cloth, then wipe clean. Never use abrasive pads or powders.
4. For stubborn construction debris rather than a scratch, mild detergent first, then a little denatured alcohol on a soft cloth if it remains.
5. If the scratch catches a fingernail, or there is a chip or gouge, do not polish. Photograph it with something for scale, such as a coin, and request a touch up kit through your Ella dealer or the team.
6. If the unit was bought as clearance, compare the mark with the imperfection described on its listing; clearance walk in tubs explained covers what those listings mean.

When to Open a Ticket

For a chip, gouge, deep scratch or any damage found at delivery, contact your Ella dealer or the team at (800) 480-6850, or open a request at ellasbubbles.com/support, within the 48 hour window if it is delivery damage. Include your model and serial number, close photos of each mark with a coin or ruler for scale, a wider photo showing where it sits on the tub, and a note on when and how it happened.

Common Questions