If your shower stall wall is out of square, or the base has a hole, a crack or a coating coming off, the first thing to check is timing and support. Ella shower bases carry a 30 year limited warranty that asks for a defect to be reported within 10 days of discovering it; stalls carry their own printed terms, so report just as promptly. Freight damage, including concealed damage, must be reported within 48 hours of delivery with all packaging kept. Never install a damaged unit. For an out of square alcove, the framing pocket has to match the rough-in diagram, square and plumb on a level floor.

Likely Causes

• A framing pocket that is not square, plumb or the size on the rough-in diagram
• A base that is not fully bedded and supported, so it flexes and cracks under load
• A wrong-hand unit shipped for the opposite drain side
• Abrasive cleaners or a rubber mat left in place, which can damage the floor finish

What to Check, in Order

1. Before the truck leaves, inspect every carton with the driver present and note any damage on the delivery document before signing, or sign "subject to further inspection". Report damage within 48 hours and keep all packaging; see filing a freight damage claim.
2. Check the drain side and hand of the unit against your order before anything is fastened. Walls sent for the wrong drain side are a shipping error to report to where you purchased before installation.
3. Check the pocket. The one-piece stall needs the alcove on its rough-in diagram, square and plumb, with a 6 inch floor opening for the 2 inch drain; the three-piece 60 by 33 inch unit needs a pocket 60 to 60 1/4 inches wide by 33 1/4 inches deep. Notching a stud or shimming the pan is normal, and the front corners of the three-piece may pull inward up to 1/2 inch. See installing the one-piece shower stall and installing the three-piece molded seat shower.
4. Check support under the base. A one-piece stall keeps its blocks or legs in place. On a three-piece unit or a low-threshold base, the built-in back support leg must contact the subfloor, with silicone adhesive beads every 2 inches at least 1 inch high before the pan is set and screwed to the studs.
5. If a door sweep does not reach the base, confirm the base is level and send photos and measurements.
6. For a dull or worn floor, use only warm water and liquid detergent or a non abrasive cleanser, never wax the textured floor, and remove any rubber mat after each use. See caring for Ella showers.

When to Open a Ticket

Open a ticket at ellasbubbles.com/support as soon as you see the problem, within 10 days for a base defect and 48 hours for delivery damage, with your order number and model, photos of the damage, photos of the pocket or underside support, and the delivery paperwork. Your Ella dealer or the team at (800) 480-6850 confirm from the photos whether it is a covered defect, freight damage or an installation issue; the rules are in shower base warranty coverage. Warranty costs must be agreed with Ella's Bubbles before any repair begins.

Common Questions