When Will I Get Shipping Details for My Walk-In Tub Order?

Shipping details for an Ella walk-in tub arrive in stages rather than all at once. The confirmation invoice fixes the ship-to address and phone number before anything is built, the paid invoice starts the build, and the tracking information is emailed only after the tub has been assembled, tested and picked up by the transit company. Because every tub is assembled and tested to order, no timeline between the paid invoice and the pickup is published, so your Ella dealer or the team at (800) 480-6850 confirms the current timing for your specific order. Who Ships Your Walk-In Tub, Tracking, and Getting It Into Your Home covers what happens once the carrier has the tub. This page covers what reaches you before that point, in what order, and what to check on each piece.

The Three Documents You Receive, in Order

Each piece of paperwork answers a different question. Knowing which one is due next tells you whether the order is waiting on you, on the factory or on the carrier.

1. The confirmation invoice. This arrives by email first. It lists the model, the door side, the therapy package, the faucet and any accessories, and it states the ship-to address, whether that is your home, your installer's business or a freight terminal. Payment is processed only after you have reviewed and confirmed it, and the tub is released only after you confirm those details, so read the address, the phone number and the item description carefully rather than skipping to the total.
2. The final invoice marked paid. Once payment goes through, you receive the same invoice with a paid stamp. This is the document that puts your tub in line for assembly, and it is the one to keep with your installer's paperwork.
3. The tracking email. Tracking is sent after your tub has been assembled, tested and picked up by the transit company. It does not arrive at the moment you pay, and it does not arrive while the tub is still on the assembly floor. If you have a paid invoice but no tracking, the tub is somewhere between those two points.

The full sequence from confirmation to delivery is laid out in Ordering and Shipping Policy: What to Expect From Order to Delivery.

What Happens Between the Paid Invoice and the Tracking Email

The quiet stretch that prompts most calls about shipping details is the build itself. The video on this page shows that stage from inside the Chicago facility. After the purchase is finalized, craftsmen assemble the tub, then it is tested and inspected to confirm it is leak free and that every pump and motor runs. The tub is cleaned, and small items such as drains and handles are counted, individually wrapped, boxed and placed inside the tub or under the frame. The tub is wrapped in plastic and bubble wrap, the invoice and the bill of lading are double checked, and the whole assembly goes into a wooden crate or a reinforced cardboard container. Tracking exists only once that crate has been picked up, which is why it is the last detail to reach you.

How long that stretch takes is not published. Total time from paid invoice to delivery varies by model, by options and by current stock, and Ella never promises a date. Ask your Ella dealer or the team at (800) 480-6850 for the current timing on your exact configuration, and ask again if you change an option, because a different therapy package or an added accessory can change the answer.

After Tracking: The Carrier's Scheduling Call

Your tub travels by freight. A freight forwarder chooses the shipping company based on what is most affordable for you, so you never pick or book a carrier yourself. Once the tub is on the road, the carrier calls the phone number on the shipping paperwork to schedule the delivery, and residential delivery includes a liftgate. That makes the phone number on your invoice as important as the address. Give one that will be answered, because that call is how your delivery appointment gets set. Line up a contractor with two or three people to bring the tub inside, since the tub's shape makes it awkward to handle even though a couple of people can lift it.

Situations Where the Details Arrive Differently

• You bought through a retailer or a dealer. If your order was placed through a retailer such as Home Depot or through a dealer, that seller holds your order and its delivery details. Start there for status and tracking. For questions about the tub itself, the team at (800) 480-6850 is always glad to help.
• A shower screen is back-ordered. Your tub does not wait for it. The tub ships first with its own tracking, and the screen follows later at no additional charge, so one order can produce two sets of shipping details.
• You are picking up in Chicago. Tubs can be picked up directly from the manufacturing facility at 2700 West Roosevelt Road. There is no tracking email in that case. Tell your Ella dealer or the team ahead of time that pickup suits you, and they let you know when the tub is ready, as Shipping, Sales Tax, and Pickup for Your Walk-In Tub Order explains.
• Your payment did not go through. Sometimes a bank refuses a large payment. Nothing moves until payment is confirmed, so if you expected a paid invoice and have not seen one, check with your bank first. The accepted payment methods are described in Payment Options and Shipping Costs for Your Walk-In Tub Order.

What to Check Before You Confirm the Invoice

Because the tub is released only after you confirm, the confirmation step is your best chance to head off a shipping problem later.

• The ship-to address is where the crate should actually land, and whoever is there can receive a freight delivery.
• The phone number is one that is answered during the day, since the carrier schedules by phone.
• The item description states the hand of the tub and the options you chose. Those are set at the factory, so an error caught here is far easier to fix than one found at delivery.
• If you want pickup instead of freight, or delivery to a freight terminal or your installer's business, say so now rather than after the tub is crated.

On delivery day, inspect the crate before you sign. Light scuffs and scrapes on the container are normal, because the packaging is designed to absorb damage, but photograph them and note them on the delivery paperwork. If the crate is severely damaged and you suspect the tub is damaged, you can reject the delivery and call (800) 480-6850 right away with the bill of lading, the invoice and photos.

Watch: Fast, Safe Shipping & Hassle-Free Returns | Ella’s Bubbles Walk-In Tubs with chapters and a full transcript.

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