My Tub Shipped but the Carrier Cannot Locate It. What Happens Now?

If your walk-in tub shipped but the carrier can no longer say where it is, Ella's Bubbles opens a trace on your behalf. Support sends the carrier the bill of lading and photos of the crated tub so the terminals along the route can run a dock check. If the freight still cannot be found, the warehouse prepares a replacement tub and ships it with new tracking, so you are not left waiting on the carrier's investigation.

Why a Shipment Goes Missing

A crated walk-in tub is a large, heavy pallet, so it is rarely lost for good. More often it is sitting at a terminal after a missed transfer, was handed to a partner carrier at a hub, or was delivered to a receiving dock, a store or a job site where nobody connected it to your order. Tracking wording such as "undelivered" or "no freight, shipper load and count" means the carrier cannot match the pallet to the paperwork right now. It does not mean the tub was never built or never picked up.

What Ella Does to Trace It

1. Support confirms the PRO number and pickup date from the bill of lading and checks the carrier's latest scan.
2. Support asks the carrier to locate the shipment and supplies the bill of lading and a photo of the packed unit so each terminal can check its dock.
3. If tracking shows delivered, support pulls the proof of delivery and compares the signature and address to your order. Freight is sometimes signed for at a receiving desk, so it helps to ask anyone who accepts deliveries at your address.
4. Support keeps following up with the carrier until it either locates the pallet and schedules delivery or confirms the freight cannot be found.

If the Tub Cannot Be Found

Once the carrier confirms the shipment is lost, the warehouse prepares a replacement unit and ships it, and support sends you the new tracking number after pickup. Ella's Bubbles is the shipper on the bill of lading, so Ella handles the freight claim with the carrier. You do not need to file anything with the carrier yourself. Because every tub is assembled and tested to order, support confirms the timing for your specific replacement rather than quoting a general date.

What You Can Do to Help

1. Open a ticket at ellasbubbles.com/support with your order number, the tracking or PRO number if you have it, and the date you were told the tub shipped.
2. Confirm the delivery address and the phone number the carrier should call to set the delivery appointment.
3. Check with anyone who receives freight at your address, such as a building manager, your contractor or a store receiving desk.
4. Keep an eye on the carrier tracking page and let support know about any new scan.
5. When a crate does arrive, inspect it before signing and note any damage on the delivery receipt. Our guide on filing a freight damage claim explains what to look for.

If your order simply has not shipped yet, or the carrier never called to schedule delivery, see what to do when your order has not arrived. A lost-in-transit trace only applies once the tub has actually been picked up.

Related Guides

• My tub arrived damaged. What should I do in the first 48 hours?
• Where Is My Replacement Part? Tracking, What Support Can See, Faster Options, PO Boxes and Canada
• How to Order a Replacement Part for Your Ella 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.