Once the support team has verified a defect from your photos and approved a warranty part, Ella's Bubbles ships that part to the original customer's address without charge. Parts such as hoses and control boxes are tested before they are packed, a control box shipment may include a return label so the old box can be diagnosed, and you should keep any replaced part until your ticket confirms the problem is solved. This article explains each of those steps so there are no surprises between approval and a working tub.

Where the Part Ships

The published warranty states that Ella's Bubbles will ship the part to the original customer's address, subject to verification of the defect or malfunction. Because the warranty is tied to the original installation address, that is where warranty parts go. When a tub was delivered through a dealer or retailer rather than to your home, the team will ask you to confirm the installation address on the ticket before packing anything, so please have it ready.

Testing Before Shipment

Warranty parts are checked before they leave. In practice that looks like this:

• Hoses are tested, then packed once the shipping address is confirmed.
• Control boxes are tested and configured before shipping. Because the box is set up in advance, you can skip the button-hold configuration step shown in the control box reset video when you connect it.
• Valves ship complete, so you or your installer can swap just the cartridge into the existing body or replace the whole valve.

Return Labels and the Old Part

A control box replacement may include a return label so the defective box can be sent back for diagnosis. For most other parts nothing needs to be returned, but keep the old part in a safe place until the ticket confirms the replacement fixed the issue. If a return is needed the team will say so on your ticket and tell you exactly what to do.

Installing the Replacement

Most warranty parts are straightforward swaps, and the team will point you to the right video or steps. For a control box, the old box is disconnected and removed and the new one connected in its place: the power cords, the air hoses and the light wire. Labor is not part of the warranty, so this work is done by you or your contractor, with free technical support on the ticket or by phone whenever you need it.

While You Wait

Ask the team whether there is a safe workaround in the meantime. For example, when a control box was on its way, the customer was able to unplug the air pump from the box and keep using the hydro massage until the replacement arrived. A tracking number is shared on your ticket once the part ships.

If the Part Arrives Damaged or Does Not Fix the Problem

1. Reply on the same ticket rather than opening a new one, so the history stays together.
2. For shipping damage, keep all packaging and attach photos of the box and the part.
3. If the part is installed and the symptom continues, attach a short video showing the problem and describe what changed after the swap.
4. The team reviews the video, walks through the next checks with you and arranges another part if that is what the evidence points to.

Faster Shipping

Ask on the ticket. The team can compare shipping options for your part and, depending on the situation, may be able to offer an upgraded service or explain what a faster option would involve. Any choice is confirmed with you before the part ships.

Common Questions

Where does a warranty part ship? To the original customer's address at the original installation location, after verification of the defect.

Are warranty parts tested before they go out? Yes. Hoses are tested before packing, and control boxes are tested and configured so they are ready to connect.

Do I need to send the old part back? A control box may come with a return label and go back for diagnosis. Other parts usually do not, but keep them until the ticket is closed.

What if the part arrives damaged or does not fix it? Reply on the same ticket with photos or a short video and the team takes it from there.

Can a warranty part ship faster? Ask on the ticket; shipping options are discussed there and confirmed with you before dispatch.

For anything specific to your model or your order, open a ticket at ellasbubbles.com/support/new or call your Ella dealer or the team at (800) 480-6850.