Support Center / Troubleshooting & Repairs / Water in the Lines or the Crate of a New Walk-In Tub Is Normal: Every Tub Is Water-Tested Before It Ships
Back to Troubleshooting & Repairs

Water in the Lines or the Crate of a New Walk-In Tub Is Normal: Every Tub Is Water-Tested Before It Ships

Updated September 2026

▶Glossary7
  1. Why There Is Water in a Tub That Has Never Been Used
  2. Why a Cut Line Is Not Shipping Damage
  3. Repairing a Cut Jet Line on Site
  4. Related Guides
  5. Related Videos
  6. Common Questions
  7. Still Need Help?

Some water in the pipes, in the bottom of the crate, or on the floor when you unbox a new Ella walk-in tub is normal and is not a sign of damage. Every tub is filled and run before it ships to verify that every plumbing connection is intact and working, and the tubs are slightly overfilled during that test to be sure. Water left behind in the jet lines, the drain body, and even inside a glass door simply drains out once the tub is moved. Damage to a line is a different matter, and the factory test is exactly how the team tells the two apart.

Why There Is Water in a Tub That Has Never Been Used

Before a tub leaves the factory it is water-tested. The tub is filled, the jets and drains are run, and every connection is checked for leaks. Because the tub is slightly overfilled to be sure everything is working, water gets into places you would not expect. One customer who removed the door of a glass-door tub to carry it up a staircase saw water run out of small holes in the top of the door. That is test water that entered between the glass during the factory fill, and it is expected.

The pre-installation water test your installer runs repeats this same check in your home before the tub is closed in, so residual water from the factory is nothing to drain or dry out first.

Why a Cut Line Is Not Shipping Damage

A cut or split jet line would not have held water, and the tub would not have passed the factory test. When photos show a cut in a jet line on a tub that has already been unboxed and moved into place, the damage happened after delivery, most often while the tub was being maneuvered or installed. The team reviews the photos, and a tub damaged after shipping is not accepted as a return.

True freight damage is handled separately. Inspect the shipment before you sign for it, keep all packaging material, and file any freight claim within 48 hours of receipt through ellasbubbles.com/support. The delivery inspection checklist walks through the visual and operational checks to do before the driver leaves.

Repairing a Cut Jet Line on Site

A cut jet line does not require a new tub or a return. It is repaired on site by a local licensed plumber, and the team provides repair instructions for the specific line once it has your photos. Open a ticket with clear photos of the damaged section, your model and your serial number. After the repair, run the pre-installation water test again before the tub is closed in. If a hose or fitting is damaged rather than a run of pipe, see which hydro jet hoses and fittings can be replaced.

Chapters in this video
  1. 0:00 Initial Inspection and Unboxing Each Ella's Bubbles walk-in tub is unboxed, and its surface is inspected for any shipping damage.
  2. 0:22 Rigorous Testing and Quality Checks The assembled tub undergoes extensive testing for leaks, pump function, and the integrity of all mechanical systems, doors, latches, locks, and seals.
  3. 0:43 Final Cleaning and Packaging After passing inspections, the tub is cleaned, dried, and prepared for boxing, with accessories individually wrapped.
  4. 1:17 Re-wrapping and Shipping Preparation The tub is re-wrapped in protective plastic and bubble wrap, and important installation paperwork is attached before secure mounting in its shipping case.
  5. 1:51 Invoice Verification and Shipment The individual invoice is double-checked and copied to ensure accurate records before the Ella's Bubbles walk-in tub is shipped to its destination.
Chapters in this video
  1. 0:00 Ella's Bubbles Tubs Built in Chicago Ella's Bubbles walk-in tubs are built right here in Chicago, with different stations for various orders.
  2. 0:20 Independent Tub Testing Station Each bathtub undergoes independent testing, including an extra-large two-seater model filled with water.
  3. 0:39 Standard Quality Testing Process Every bathtub goes through a standard process, sitting full of water and running jets for a period before draining.
Chapters in this video
  1. 0:00 Custom Walk-In Tub Production Ella's Bubbles manufactures each walk-in tub in the USA based on customer features and electrical standards.
  2. 0:13 Quality Control and Testing An independent quality control team monitors every tub and component to meet the highest industry standards.
  3. 0:29 Vigorous Mechanical and Water Tests Walk-in bathtubs undergo vigorous mechanical, electrical, and water tests before delivery.

Common Questions

Why was there water inside the crate when my tub arrived?
Every tub is filled and run at the factory to check every plumbing connection, and the tub is slightly overfilled during that test. Some water stays in the jet lines and drain body and works its way out during shipping and handling. It is not a leak and not a defect.
Water ran out of the top of the door when we tilted it, so is the door damaged?
No. On a glass-door tub, test water can enter between the glass during the factory fill and drain out of the small holes in the top edge when the door is tilted or removed. Let it drain and refit the door as normal.
Does a cut jet line mean the tub was damaged in shipping?
A cut line would have failed the factory water test, so a cut found after unboxing almost always happened after delivery. Freight damage must be reported within 48 hours of receipt with the packaging kept. A cut line is repaired on site by a local licensed plumber with instructions from the team.
Do I need to drain or dry the tub before installation?
No. Residual test water is harmless and will drain through the normal drain. Your installer runs the pre-installation water test before the tub is closed in, which flushes the lines and confirms every connection is tight.
Can I return a tub that was damaged during installation?
No. A tub that was damaged after delivery is not accepted for return. The good news is that most installation damage to a jet line is a repair a local plumber can make on site, and replacement hoses and fittings are available.

Still Need Help?

Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.

Related guides

Did this solve your question?

If not, open a ticket and our team will pick it up from here.

Open a Support Ticket