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Shower Unit Arrived Damaged or Missing Hardware: What Gets Repaired, Replaced or Reordered

Updated September 2026

▶Glossary8
  1. Inspect the Unit While the Driver Is Still There
  2. Cosmetic Flange Chips Versus Real Damage
  3. Missing Hardware Ships on Its Own
  4. Replacement or Reorder Through Where You Purchased
  5. Related Guides
  6. Related Videos
  7. Common Questions
  8. Still Need Help?

If your shower base or three-piece shower unit arrives with a cracked base, a hole through a wall panel, a gap in the factory glue line, or hardware missing from the pallet, do not install it. Photograph everything, keep all of the packaging, and report the damage within 48 hours of receipt so a freight claim can be opened. Missing loose items such as the drain kit, grab bars or a fold-down seat are shipped to you separately, while structural damage to the base or walls is handled with a complete replacement unit or a reorder through the place where you purchased.

Inspect the Unit While the Driver Is Still There

Shower units travel by freight and arrive curbside. Inspect the merchandise for visible damage with the driver present and note anything you see on the bill of lading. If you cannot make a full inspection at the door, write "Concealed Damage Possible" on the bill of lading, then date and sign it. Unwrap the unit the same day and look closely at the base, the flanges, the drain opening and every wall panel for chips, cracks, holes, nails poking through, and gaps in the factory glue line. Anything you find must be reported within 48 hours of receipt, so send photos right away and save every piece of packing material. The full process is in how to file a freight damage claim.

Cosmetic Flange Chips Versus Real Damage

Not every mark means the unit is unusable. Small chips on the outer flange often end up behind the finished wall once the unit is installed, and support may confirm from your photos that the unit can be set as delivered. Damage that affects the base, the drain area or the face of a wall panel is a different matter. The shower ships as a complete unit, so a cracked base or a holed wall cannot be swapped out piecemeal. In that case the whole unit is replaced. Never install a unit with base damage, because an installed shower cannot be returned or exchanged. See what to do if the base is damaged or the wall is out of square.

Missing Hardware Ships on Its Own

The drain kit, grab bars and fold-down seat are packed loose rather than attached to the unit, and these are the items most often reported missing. First check your invoice, since grab bars, the seat and the drain kit are options that are only included when they were ordered. If an ordered item is genuinely absent, open a ticket with your order number and support ships the part separately with its own tracking. You do not need to hold or return the shower unit while you wait. If the item was never on your order, it can be added through your Ella dealer, the team at (800) 480-6850, or the place where you purchased. Door hardware questions are covered in missing or broken shower door hardware.

Replacement or Reorder Through Where You Purchased

When the unit itself has to be replaced, the path depends on where you bought it. If you ordered through a retailer, the replacement or reorder is placed through that retailer, and the retailer's carrier handles the new delivery. Ella works with the retailer to resolve the problem as quickly as possible, and the team confirms timing for your specific order rather than promising a ship date. If a previous replacement also arrived damaged, say so when reordering so the unit can be inspected, fully crated and quality checked before it leaves the factory. Details are in how support works for retailer purchases. If you decide not to proceed with an uninstalled, undamaged unit, see the return policy basics.

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

Can just the cracked base be replaced without the wall panels?
No. The shower ships and is replaced as a complete unit, so base damage means a full replacement rather than a single piece. Report it within 48 hours with photos and keep the packaging so the claim can proceed.
The chips are only on the flange, can I install it anyway?
Send clear photos before setting the unit. Flange chips that will sit behind the finished wall are often cosmetic, and support can confirm whether the unit is fine to install. Do not install if the base or drain area is affected.
My contractor is waiting, how fast can a replacement ship?
Replacement orders are moved along as soon as they are received. The team confirms timing for your specific order rather than promising a date. Call (800) 480-6850 with your order number to check status.
I bought the shower through a retailer, who do I contact?
Start with the store or the place where you purchased, because the replacement or reorder is entered through the retailer and delivered by the retailer's carrier. Ella support works alongside the retailer on damage claims and can ship missing loose hardware directly.
The replacement also arrived damaged, what happens now?
Report it within 48 hours just like the first unit and mention that this is a repeat. When the next unit is ordered, ask that it be inspected, fully crated and quality checked before shipping. Repeated damage on the same route is taken seriously, and a different carrier may be requested through the retailer.

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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