Why Ella Needs a Working Phone Number Before Your Walk-In Tub Ships
Your walk-in tub travels by freight truck, and the carrier must call the delivery contact to set a delivery appointment before the truck comes out. That is why Ella's Bubbles confirms a valid, working US phone number on every order before the tub is released to ship. The same rule applies when you ordered through a retailer such as a home improvement store, because Ella's Bubbles builds and ships the tub as the manufacturer and may reach out to confirm your number on the retailer's behalf.
Why the Carrier Has to Reach You
Walk-in tubs ship as less-than-truckload freight, and freight carriers do not simply show up. Once the tub reaches the terminal nearest you, the carrier calls the phone number on the order to schedule a delivery window and to confirm someone will be there to receive the curbside delivery. If that number is out of service, rings to the wrong person, or never gets answered, the carrier cannot schedule, and the tub waits at the terminal. The carrier then asks Ella's Bubbles for an alternate number, and the team starts calling and emailing you as well. If nobody can be reached, the order may have to be cancelled, so it is worth getting the number right from the start.
Orders Placed Through a Retailer or Dealer
When you buy an Ella product through a retailer, the order still ships from Ella's Bubbles. If the phone number that came with the retailer order is not reaching you, Ella's Bubbles will email you, identify itself as the manufacturer, reference your retailer order and the product you purchased, and ask for the best number so the carrier can schedule. Replying quickly keeps your order moving. Dealers placing a drop-ship order should give the phone number of the person who will actually receive the tub, not just the dealer's office line, unless the dealer plans to coordinate delivery personally. A US number is needed for delivery even if you normally take calls from another country.
What to Do Before Your Tub Ships
- Check the phone number on your invoice or order confirmation and make sure it is the number you actually answer.
- If a contractor, family member, or property manager will receive the tub, give their number to Ella's Bubbles before the ship date so the carrier calls the right person.
- Turn on the ringer and set up voicemail. Carriers usually call from an unfamiliar number and leave a message.
- Reply promptly to any email or voicemail asking you to confirm your number.
- Watch for the tracking email, which goes out once the tub ships. Use it to follow the shipment, as explained in how to track your walk-in tub freight shipment.
If the Number on the Order Is Wrong
Contact your Ella dealer or the team at (800) 480-6850 right away with your order details and the correct phone number. Ella's Bubbles will pass the update to the carrier so the appointment can be scheduled. If your tub has already been sitting and nobody called, the steps in what to do when your order has not arrived and nobody called will help you get it moving again. Once the tub arrives, inspect it with the driver present and report any damage within 48 hours of receipt.
Related Guides
- How your walk-in tub ships and how to prepare for delivery day
- Your walk-in tub has arrived, how to inspect the delivery before signing
Common Questions
Why does the manufacturer need my phone number when I ordered from a retailer?
What happens if the carrier cannot reach me by phone?
Can I give my contractor's phone number instead of my own?
Does the phone number have to be a US number?
When will I receive my tracking information?
Still Need Help?
Open a ticket at ellasbubbles.com/support or call (800) 480-6850 and have your model and serial number ready.
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