If your tub arrived damaged, the first thing to do is document it before anything else happens: photograph the crate and the damage, write the damage on the carrier's delivery document with the driver's signature, and report it within 48 hours of receipt. Most freight damage turns out to be a panel, a bracket, a towel bar or another replaceable piece, and that piece is replaced rather than the whole unit. Damage that is not recorded on the delivery documents cannot be claimed properly. The complete procedure is in what to do in the first 48 hours.

Likely Causes

• Rough handling at a freight terminal; light scuffs on the container are normal, but a broken crate is not.
• A crushed or punctured crate that let a panel, an electrical box or a bracket take the impact.
• Panels or aprons left on the tub while it was moved; they come off before the tub is carried inside.

What to Check, in Order

1. Before the driver leaves, photograph every side of the crate, the top and the skid. If the crate is severely damaged and you suspect product damage, you may reject the delivery; call (800) 480-6850 right away.
2. Write every scuff, dent, puncture or broken board on the carrier's delivery document and have the driver sign it. If you cannot inspect fully, sign "subject to further inspection." The delivery inspection checklist walks through this step by step.
3. Open the packaging carefully and save all of it, including the crate.
4. Inspect every surface and connection, then run an operational check: whenever possible, fill the tub before installation and run every pump.
5. Photograph each damaged area, gather copies of your invoice and the bill of lading, and file within 48 hours of receipt. The filing steps are in how to file a freight damage claim.
6. For an Ella shower base, delivery damage is still a freight claim inside the 48 hour window; a defect found later falls under the shower base warranty, which asks for notice within 10 days of discovery, see shower base warranty coverage.

The video shows the receiving steps in practice: the case and packing come off, every end and side panel is removed before the tub is moved, and the tub is filled outside with all pumps running so shipping damage and leaks are caught before installation begins.

When to Open a Ticket

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 as soon as you find damage, inside the 48 hour window, with photos of the crate, the packaging and each damaged area, plus copies of your invoice and the bill of lading and a short description of what is damaged and where. If you bought through a retailer, report the damage to the retailer as well, since the retailer owns the delivery remedy; your Ella dealer or the team at (800) 480-6850 supports parts and warranty on the product itself and confirms from your photos which piece is affected.

Common Questions