If you are asking where is my replacement part, the first thing to check is your email for the tracking number, because it is sent as soon as the shipping label is created. Replacement parts ship by parcel carrier from the Chicago warehouse, and once the carrier has the package, the tracking page shows the same information the team can see. If no tracking has arrived, the part has most likely not shipped yet, usually because something is still being confirmed: the exact part, the warranty verification from your photos, or the street address on the label. The full picture is in replacement part shipping and tracking.

Likely Causes

• The part is waiting on a detail: the serial number, photos of the part, or a confirmed street address, since parcel carriers cannot deliver to a PO box.
• A warranty part is being tested or configured before packing, which is normal for hoses and control boxes.
• The wrong or an incomplete part was identified because the model or serial number was not included with the request.

What to Check, in Order

1. Search your email, including spam, for a message with a tracking number. If you find it, open the tracking page for the carrier's current status and estimated date.
2. If the tracking page says delivered but you have no package, check with household members, neighbors and any parcel locker, then reply on your ticket so the team can help you follow up with the carrier.
3. If there is no tracking, reply on the ticket where you requested the part rather than starting a new one, so the history stays together. Include your name, the address the part should go to, and the date you made the request.
4. Confirm the part was identified correctly. Send the model, the serial number from inside the removable panel, and clear photos of the part you are replacing; this is the best way to avoid a repeat shipment of the wrong latch, hose or module.
5. A warranty replacement may be tested first, and the old part may be requested back with a return label, as explained in what happens after a warranty part is approved.

The video shows the serial number on the inside of one of the removable panels and explains that it tells the team when the tub was made, who built it and which replacement parts are compatible, which keeps a part from shipping twice.

When to Open a Ticket

If you have no tracking and no reply on your original request, or the same part has arrived incomplete more than once, reach your Ella dealer or the team at (800) 480-6850 or through ellasbubbles.com/support with your name, address, the date of the request, your model and serial number, and photos of what you received and what you need. If the part came through a dealer, start where you purchased. The support hours and what to have ready article lists everything that gets a first-reply answer.

Common Questions