My dealer closed and I have no receipt, can Ella verify my purchase?

Yes, in most cases the team can verify your purchase from the tub's serial number and a few identifying details, even when the dealer that sold it has closed and you have no receipt. The support team can look up the model number, serial number and purchase date from the order record when you provide the name the order was placed under, the installation address and the approximate purchase date. What the team normally asks for, and why the receipt matters, is explained in What Proof of Purchase Do I Need for a Warranty Claim?; this page covers what to do when that receipt cannot be obtained.

Why the Serial Number Is the Starting Point

Every Ella tub has its own serial number, and the factory's quality-control records are kept by serial number, which is why it is the number the team asks for on every request. The tag carries two sets of numbers: the first is the manufacture date of the tub, and the second is the unit's own serial number. In the short video on this page, the team explains that the information on the tag shows when the tub was made, who made it, and which replacement parts are compatible with it.

The serial number is also included in the shipping and tracking information sent when the tub left the warehouse. That links your tub to a specific shipment, and the shipment to an order record, which is how the team can trace a purchase without a receipt in hand.

1. Locate the large access panel on the front of the tub next to the door. It is held on by magnets, so pull it straight off; no tools are needed.
2. Photograph the serial tag inside that panel area. Serial formats vary, and some begin with a letter, so copy it exactly as printed.
3. If the panel side is closed in by cabinetry, check the back wall side of the tub shell, where the serial number is repeated.
4. If neither spot can be reached, look for the shipment confirmation and tracking message from when the tub shipped, which lists the serial number for the unit.

Every location, with photos, is in Where to Find the Serial Number on Your Ella Walk-In Tub.

What the Warranty Record Needs, and Where It May Already Exist

The lifetime parts warranty belongs to the first purchaser and is tied to the original installation address. The receipt is how the team confirms who bought the tub, when, and through which channel. When the dealer is gone, the team can still establish those facts in other ways.

• The warranty may already be activated. A copy of the sales receipt is part of the warranty activation package, so if your tub was activated, the team may already have it on file. Dealers and installers can activate the warranty in a customer's name, as described in Dealers and Installers: How to Activate the Warranty in Your Customer's Name. Ask the team to check for a record under your name and installation address.
• The order record. When a contractor or dealer placed the order for you, the details may never have been handed over, but the order still exists on Ella's side. Give the team the name the order was placed under, which may be the dealer's or contractor's business name rather than yours, the installation address, and the approximate purchase date.
• Other identifying details. If the tub was never registered, the team may ask for a copy of the activation form or other identifying details such as the installation address, a phone number, or another name the purchase may be under.

What to Gather Before You Open the Ticket

• A photo of the serial tag, or the serial number copied exactly.
• The installation address, which is the location the warranty covers.
• Every name the purchase might be under: yours, a spouse or family member, the dealer's business name, the contractor who installed it.
• The approximate purchase date, or the manufacture date from the first set of numbers on the serial tag if that is all you have.
• Any paperwork at all: a dealer proposal or invoice, a contractor's estimate, order or shipping emails, a tracking message. A dealer invoice to you is your proof of purchase even if the dealer has since closed.
• If you are opening a warranty claim at the same time, photos or a short video of the problem and a description of what is happening.

Open the ticket at ellasbubbles.com/support or call (800) 480-6850, and put everything in one message. When photos of a problem are sent first, the team normally replies asking for the place of purchase, the receipt and the tub location before a part can ship. That is a normal step, not a sign the claim is being questioned, and explaining up front that the dealer has closed lets the team go straight to the order record.

Activating the Warranty When the Dealer Is Gone

Verifying the purchase and activating the warranty are two different things. If the dealer never returned the activation form, you can complete it now, and there is no published deadline. The two-page form asks for the serial number, the model number, the purchase date and a copy of the sales receipt, and it needs the owner's signature and the installer's signature, with the installer's electrician license and insurance information. It is submitted online at ellasbubbles.com/warranty-activation/. If you installed the tub yourself, enter your own information in the installer section. The full process is in How do I activate my Ella's Bubbles walk-in tub warranty?. When the dealer was also the installer and can no longer sign, say so on your ticket so the team can advise you with what you have.

What Happens Once the Purchase Is Verified

Once the team has matched your tub to its order record and confirmed the installation address, a warranty request proceeds the same way as any other. The defect is verified from your photos and description, and the part ships to the original customer's address without charge. A complete replacement door shows how this works in practice: the team asks for the serial number, the hinge side, photos and a copy of the purchase receipt to check warranty status, and once that status is confirmed the door is released under the warranty, as described in Ordering a Complete Replacement Door: What It Includes, What the Team Needs, and How It Installs. With the dealer closed, the order-record lookup takes the place of that receipt. Labor is not covered and Ella does not send technicians, so the swap is done by a local licensed contractor or handyman.

Watch: Ella's Bubbles: Serial Number Location with chapters and a full transcript.

Common Questions