Your walk-in tub, whether it is your original order or a replacement tub, ships from Chicago by LTL (less-than-truckload) freight, and the tracking number is emailed to you once the carrier has picked it up. Use that number on the carrier's own website. The freight carrier calls to schedule a delivery time before the truck arrives. If the tracking stops updating, shows a reroute, or a number does not return results, reply on your ticket or call (800) 480-6850 and the team will pull up the shipment, check with the carrier, and update you.

How Freight Tracking Works

A tub is too large for parcel service, so it travels on a freight truck under a carrier tracking number. Once the carrier scans the pickup, your tracking email goes out and the carrier's system begins showing the shipment's progress. Freight moves terminal to terminal, and carriers sometimes put a long leg on the rail because the tub comes from Chicago, so scans can be spaced out rather than continuous. Parcel-size replacement parts follow a different, simpler path described in replacement part tracking.

Tracking Your Shipment Step by Step

1. Find the shipping confirmation email with your tracking number. If you ordered through an Ella dealer or a retailer, ask them for it; they can request it from Ella.
2. Open the carrier's tracking page in a web browser and enter the number.
3. Look for the shipment status and the delivery appointment once the carrier posts it. You can also ask support to track it for you.
4. Wait for the carrier's call to confirm the delivery appointment. Make sure the phone number on your order is one you answer.
5. Be present at delivery to inspect the crate and sign the delivery receipt.

When the Tracking Stalls or Changes

Freight tracking that has not updated for a stretch is usually a shipment sitting between terminals, but it should never leave you guessing. Reply on your ticket or call with your name and order, and the team will contact the carrier, find out where the crate is and when it will move, and update you. If the shipment was rerouted, held, or turned back for any reason, support works the reroute with the carrier and lets you know the new status. If your delivery date has passed and no one has called, follow what to do when your order has not arrived and nobody called.

Shipments to Canada

Tubs going to Canada cross the border and may be handed to a Canadian carrier for final delivery under a second tracking number. During that hand-off the number you were given may not return results on the Canadian carrier's website right away, or the original carrier's page may stop updating. Support can confirm the correct tracking number for the final-mile carrier and check the delivery status with them. Customs, tariffs, taxes, storage, and any other fees after shipping are the customer's responsibility.

If Tracking Says Delivered but You Do Not Have the Tub

Contact support right away. Freight carriers record proof of delivery, usually a signature and photos of the crate at the drop-off point, and the team can obtain that record from the carrier to see exactly where and to whom the shipment was released. If the carrier delivered to the wrong address, support works with the carrier's operations desk and the driver to recover and redeliver the crate. Have your order details and the address on the order handy so the team can compare it to the delivery record.

On Delivery Day

Inspect the crate and the tub before the driver leaves, both visually and, where possible, operationally, and note any damage on the delivery receipt before signing. Save all packaging material. Freight-damage claims must be filed within 48 hours of receipt through ellasbubbles.com/support with photos, so a same-day inspection protects you. Large replacement components such as a front apron also travel by freight; see replacement front apron freight and tracking. For small parts sent by parcel, see where is my replacement part.

Related Guides

• How your walk-in tub ships and how to prepare for delivery day
• Your walk-in tub has arrived, how to inspect the delivery before signing
• My tub arrived damaged. What should I do in the first 48 hours?

Common Questions

Still Need Help?

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