If the tub that arrived does not look like what you ordered, or an option such as the LED light or heated seat is not there, stop before installation and confirm the unit against your order. Every unit carries a model tag, and the serial label sits behind the magnetic access panel next to the door. The team pulls your order and serial number, compares the tag and photos of the tub deck against what was ordered, and works out the correction with you or your dealer. Installed tubs cannot be returned or exchanged, so this check has to happen while the tub is still uninstalled.

Check the Tag Against Your Order

1. Find the yellow model tag on the back of the unit. It lists the model code and configuration.
2. Open the magnetic access panel beside the door and photograph the serial number label.
3. Compare the model code with the model listed on your invoice or order confirmation. Sizes and left or right orientation are the most common mismatches.
4. Photograph the tub deck, showing every button, dial and control, and the equipment under the access panel.
5. Open a ticket at ellasbubbles.com/support with the photos, your invoice number and the serial number, or call (800) 480-6850.

How the Team Confirms What Was Ordered

Support looks up the order by name, order number or invoice number and reads it line by line. If the person who placed the order is not the person receiving the tub, the team contacts the person who ordered it to confirm what was chosen. If the tag does not match the order, the team arranges the correction. If the model matches but an option seems to be missing, photos settle it quickly. Ella does not install a control button unless the equipment behind it is installed, so a tub with a hydro massage button has the pump behind it. That pump is a large pump and tank under the tub, not the small fitting pictured as a replacement part in the installation guide. This article on a missing LED light or heated seat switch walks through that comparison in detail.

When a Dealer or Remodeler Placed the Order

Many tubs are ordered by a remodeling company or dealer on your behalf. In that case the quote the dealer gave you and the order the dealer placed with Ella can differ, and the tub is built to the order Ella received. The team checks what was actually ordered and tells you. Ella has not discontinued the LED light and has never stopped installing lights because of leaks, so a claim to that effect is not accurate. If an option you paid for was left off the dealer's order, the dealer resolves it with you, and the team can confirm what was ordered for that conversation. Support for tubs bought through a retailer explains how that works.

Damage, Wrong Side and Returns

If the unit also arrived damaged, report the damage within 48 hours of receipt through ellasbubbles.com/support or (800) 480-6850, keep all packaging material, and inspect for concealed damage, both visual and operational, before filing. If the drain side is wrong, follow the wrong drain side article. The return policy article covers returns of uninstalled products in original packaging. Do not let your installer set the tub while the question is open, because no returns or exchanges are possible once a tub has been installed.

Related Guides

• Where to find your walk-in tub model and serial numbers
• How to Read an Ella Spec Sheet: Actual Versus Nominal Size, Shipping Size, Occupied Versus Unoccupied Capacity, Package Jet Tables, Amp Disclaimers and Known Misprints
• Reading Your Invoice and Label: Model Names, SKU Suffixes, Legacy Model Numbers and Common Part Codes Explained

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.