Tub Arrived Without a Headrest, Grab Bar or Other Accessory? Check the Invoice and the Pallet First

When a tub arrives without a headrest, grab bar or other accessory, the item is usually either not part of the order or still packed on the pallet in a spot you have not opened. Check your invoice first, then look in the parts box, the bubble-wrapped bundles tucked under the tub and the recesses inside the tub. If the item is truly missing, support compares your report against the packing-station photos taken before the order left and ships what was left out.

Step 1: Confirm the Item Was on Your Order

Several popular items are optional accessories that are only included when they appear on your invoice: the removable headrest pillow, the seat cushion, the shower column kit, the four-fold glass shower screen and the tile flange kit. A common surprise is the shower. The 5-piece fast-fill faucet includes an extendable handheld shower head, and that is the shower supplied when the 5-piece faucet is on the order. The tall shower column is a separate accessory. If you bought through a retailer, what ships is what the retailer's listing specified, so compare against that listing rather than the Ella website.

Step 2: Check Where Loose Parts Are Packed

1. The parts box. A brown box on the pallet holds small items such as the drain plugs.
2. Bubble-wrapped bundles under the tub. Small hardware such as the L-shaped mounting brackets is wrapped in bubble wrap together with a copy of your invoice and placed under the tub next to the parts box.
3. Inside the tub. Items such as the flexible tile flange kit and the seat belt may be tucked into the tub's recesses under the protective plastic, so lift the wrap enough to look inside.
4. Any other boxes on the pallet. Open every package before deciding something is absent.

Leaving the protective wrap on the tub until installation is fine, but do not assume an item is missing until you have looked in all four places.

Step 3: Ask Support to Check the Packing Photos

Orders are photographed at the packing station before they leave. Those photos show the invoice, the wrapped bundles and exactly where on the pallet each package was placed. When you open a ticket, include your order number, the serial number from the label behind the access panel, and photos of the pallet as it arrived. Support reviews the packing photos and either points you to where the item is or confirms it was not packed. A missing item is then shipped to you. If you find the item after reporting it, let support know right away so a duplicate is not sent. For anything else absent from the crate, see what to do when parts are missing from the crate.

If the Item Was Lost After Delivery

When the packing photos show the item shipped but it was misplaced on the job site, a replacement can be purchased. Call (800) 480-6850 to arrange it, and read how to order replacement parts for what to have ready. Headrest and pillow replacements are covered in headrest and pillow suction cups, and a missing faucet hose washer is covered in matching washer replacements.

Adding an Accessory You Did Not Originally Order

If the invoice confirms the headrest or shower column was never part of the order, it can still be added. Contact your Ella dealer or the team at (800) 480-6850, or the place where you purchased. For grab bar sizing and what ships loose, see what if my grab bar is the wrong size or was not in the box. If you want a bar from another supplier fitted at the factory, see can Ella factory-install a third-party grab bar.

Related Guides

• How to Order a Replacement Part for Your Ella Walk-In Tub
• Your walk-in tub has arrived, how to inspect the delivery before signing

Related Videos

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.