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My Shower Has Finish Flaws, a Crack at the Flange, or Sections That Do Not Line Up: What to Do

Updated September 2026

▶Glossary9
  1. Inspect Everything Before the Installer Starts
  2. Transit Damage: File Within 48 Hours of Receipt
  3. Manufacturing Defects: A Warranty Review with Photos
  4. Sections That Do Not Line Up
  5. What the Warranty Does and Does Not Cover
  6. Related Guides
  7. Related Videos
  8. Common Questions
  9. Still Need Help?

If your Ella shower arrived with a finish flaw, a chip or crack where a section meets the wall flange, or sections that will not line up, stop before you install or modify anything and photograph the problem. Manufacturing defects are reviewed under the published warranty terms, and replacement sections or a replacement unit ship after the team reviews your photos. Damage that happened in transit is handled as a freight claim with a short filing window. Ella does not send technicians, so a local licensed installer performs any removal and reinstallation, and that labor is not covered.

Inspect Everything Before the Installer Starts

Uncrate the shower as soon as it arrives and inspect every section in good light: the pan, each wall, the seat area and every flange edge. Look for scuffs, chips, cracks and voids in the finish, and dry-fit the sections to confirm the joints and alignment pins meet the way the instructions show. Keep all packaging material until you are satisfied with the unit. Once a shower is installed, a replacement is far more disruptive, and the work to remove and reinstall it is never covered, so a careful inspection on delivery day is the best protection you have.

Transit Damage: File Within 48 Hours of Receipt

Cracks, chips and broken corners caused in shipping must be reported within 48 hours of receiving the shipment. Save all packaging, check for concealed damage with both a visual and an operational inspection, and open a ticket at ellasbubbles.com/support with photos of the damage and of the packaging. Treat the inspection as part of the delivery so the claim can be filed inside the window.

Manufacturing Defects: A Warranty Review with Photos

Finish flaws, molding defects and cracks at the flange that were not caused in shipping are reviewed as warranty claims. Send clear photos of the defective section, a description of the problem, your serial number and your contact and shipping details. After verification, Ella ships replacement parts to the original purchaser's address without charge. Depending on what the photos show, that may be an individual wall section or a complete replacement unit, and the team confirms which after the review rather than in advance. The published terms that apply to showers are summarized in the shower and accessory warranty terms.

Sections That Do Not Line Up

When the pins, ledges or wall edges will not align, do not force them, trim them or drill mounting holes until the fit is confirmed. Start with the dry-fit and sequencing steps in the installation instructions, and if the sections still will not meet, send photos for a warranty review as described in what to do when the wall panels do not fit the base. If the pins on a wall section appear reversed or misplaced, do not modify the section; send photos so the team can determine whether replacement walls are needed. If you have a multi-piece gel coat unit, the assembly order and leveling steps in the multi-piece gel coat installation guide prevent many of the fit problems installers report.

What the Warranty Does and Does Not Cover

Coverage is for parts. Ella does not pay for removal, reinstallation, plumbing or wall repair, and does not dispatch a technician; this article explains how a shower warranty repair actually works. Scratches and scuffs that happen during installation are not manufacturing defects, so protect the pan and walls while work is under way and keep tools and debris out of the pan. The remedy under the warranty is a replacement part, and the team confirms that remedy only after reviewing your photos.

Chapters in this video
  1. 0:00 Receiving and Inspecting Your Shower The video provides visual guidance for installing a barrier-free five-piece shower, emphasizing the importance of inspecting the unit upon arrival and noting any damage.
  2. 1:32 Dry Assembling Your Modular Shower The installer dry assembles the modular shower in an open space to ensure correct panels, drain location, and proper alignment before moving it to the bathroom.
  3. 3:04 Preparing the Framing Pocket and Subfloor The installer checks the framing pocket for proper sizing, squareness, plumb, and level, making necessary adjustments and inspecting the subfloor for integrity.
  4. 4:05 Installing the Shower Pan and Drain The installer cleans the pocket, dry fits and levels the pan, installs the drain body, and adheres the pan to the subfloor using silicone adhesive and bracing.
  5. 7:40 Assembling and Securing Shower Panels The installer places protection on the floor, caulks the pan ledge, and installs the lower and upper back panels, securing them to the studs.
  6. 8:31 Installing the Valve Wall and Plumbing The installer caulks the pan ledge and vertical back wall seam, sets the panel, drills holes for the valve and supply outlet, and connects the PEX supply lines.
  7. 11:05 Adding Accessories and Finishing Touches The installer marks, drills, and caulks around pilot holes for accessories, then caulks all seams and the front edge of the threshold, recommending a water retainer and shower curtain.
Chapters in this video
  1. 0:00 Receiving and Inspecting Your Shower This chapter explains how to receive and inspect your shower unit upon arrival, including what to do if there is damage.
  2. 1:17 Dry Assembling Your Shower This chapter demonstrates how to dry assemble your modular shower to ensure all panels and the drain are correct and undamaged.
  3. 2:49 Preparing the Framing Pocket This chapter shows how to check and adjust the framing pocket for proper sizing, squareness, plumb, and level.
  4. 5:02 Installing the Drain Body This chapter guides you through installing the drain body and preparing the drain to meet local plumbing codes.
  5. 5:44 Permanently Installing the Base This chapter details how to permanently install the shower base, ensuring it is level and properly supported.
  6. 8:12 Installing the Wall Panels This chapter demonstrates installing the wall panels using the pin and slot system, starting with the wall opposite the valve.
  7. 9:13 Installing the Valve and Wall This chapter shows how to install the valve and then the valve wall panel, including connecting the water supply lines.
  8. 11:13 Finishing and Sealing the Shower This chapter covers installing surface mount accessories, caulking all seams, and the option of adding a flange trim molding kit.
Chapters in this video
  1. 0:00 Introduction to Low-Threshold Shower Installation This video provides visual guidance for installing a low-threshold 3-piece shower, emphasizing the importance of referring to the installation manual.
  2. 0:24 Dry Assembly and Pre-Installation Checks The installer dry assembles the modular shower to ensure correct panels, drain location, and proper alignment before moving it into the bathroom space.
  3. 1:54 Preparing the Framing Pocket and Subfloor The installer checks the framing pocket for proper sizing, square, plumb, and level, making necessary adjustments and inspecting the subfloor for integrity.
  4. 4:07 Installing the Drain Body and Base Support The installer installs the drain body, prepares the drain to meet local plumbing codes, and applies silicone adhesive for proper support and adhesion of the base.
  5. 5:53 Permanently Installing and Securing the Base The installer permanently positions and levels the shower base, securing it to all available studs and cutting the drain pipe even with the rubber gasket.
  6. 7:22 Installing the Wall Panels and Valve The installer installs the wall panels using a pin and slot system, then installs the valve, connecting the hot and cold water supply lines.
  7. 10:19 Finishing Touches and Accessories The installer caulks all seams, recommends client involvement for accessory placement, and suggests an optional flange trim molding kit for a seamless transition.

Common Questions

Will Ella replace just one wall section instead of the whole shower?
After reviewing your photos, the team sends what is needed to correct the defect. On multi-piece units that can be an individual wall section, and in other cases a complete replacement unit is sent. The team confirms which applies to your claim.
What if I found the flaw after the shower was installed?
Still open a ticket with photos, a description and your serial number so the team can review it. Keep in mind that the warranty covers parts only, so any labor to remove and reinstall a section is arranged and paid for by you through your installer.
Do I need to keep the crate and packaging material?
Yes, keep all packaging until you have inspected the shower and are satisfied. Freight-damage claims must be filed within 48 hours of receipt and require an inspection for concealed damage, and the packaging is part of the evidence for that claim.
Should I try to repair a small chip or scuff myself?
Open a ticket with photos before attempting any repair. The warranty excludes products modified or repaired by anyone other than Ella's Bubbles, so an unauthorized repair can affect your coverage. The team will tell you how the flaw should be handled.
Who does the work when a replacement section is sent?
Your local licensed installer removes the defective section and fits the replacement. Ella does not send technicians and does not cover labor, but technical support is available by phone to guide your installer.

Still Need Help?

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

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