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I Received the Wrong Replacement Part. What Should I Do?

▶Glossary7
  1. How to Report a Mix-Up
  2. What Happens Next
  3. Returning the Incorrect Part
  4. Helping the Right Part Ship the First Time
  5. Related Guides
  6. Common Questions
  7. Still Need Help?

If the replacement part that arrived is not the part you asked for, let support know right away with photos. Support checks the shipment against your original request, and once the correct part is identified it ships by UPS or FedEx with a new tracking number. You do not submit a new request, and support tells you whether the incorrect part needs to go back.

How to Report a Mix-Up

  1. Photograph the part you received next to the part on your tub that needs replacing. A side-by-side picture is the fastest way for tech support to see the difference.
  2. Note how the two differ, for example a controller housing that is larger than the one in your tub, a cartridge that does not match the leaking valve, or a seat riser with a cutout when you need one without.
  3. Include your model and serial number. The serial is on the label behind the magnetic access panel next to the door.
  4. Open a ticket at ellasbubbles.com/support, or reply on the same ticket the original part shipped under so the history is in one place.

What Happens Next

Support confirms the correct part from your photos and description. If anything is still unclear, a technical support team member calls you to look at the pictures together before anything ships, which avoids a second mix-up. The correct part then goes out with tracking, and support sends you the tracking number by reply. If the first shipment came from a warehouse mix-up rather than a mismatched description, support may express the corrected part. Our article on replacement part tracking and faster shipping options explains what support can see on a parcel and what to do if it stalls.

Returning the Incorrect Part

Do not ship anything back until support asks you to. In many cases the wrong part does not need to be returned. When it does, support gives you the return address and the attention line to mark on the box, so keep the original packaging until you hear back. Do not send the part to the corporate mailing address on your warranty paperwork.

Helping the Right Part Ship the First Time

Most mix-ups start with a description that fits more than one part. When you request a part, include:

  1. Your tub model, size and door side. Many parts differ between a 30 by 52, a 32 by 52 and a 60 inch tub, and door gaskets and hinges depend on the hinge side.
  2. The finish, such as chrome or brushed nickel, for faucet handles, spouts and hand showers.
  3. The control type, for example a jet button, air button, light button or microbubble button.
  4. A photo of the failed part in place, plus one of the connection it attaches to. For hoses, show both fittings; see hand shower hose and sprayer replacement for the details that matter there.

If you are still waiting on a part and are not sure whether it shipped, Where Is My Replacement Part? covers the usual reasons for a delay.

Common Questions

Do I need to submit a new request for the correct part?
No. The corrected part ships under your original request. Support handles the reshipment and sends you new tracking once it is on its way.
Do I have to send the wrong part back first?
No. The correct part ships as soon as it is identified, independent of any return. If support wants the incorrect part back, they will give you the address and instructions after the corrected part has shipped.
Is a part that looks similar but is the wrong size still a wrong part?
Yes, treat it as a wrong part and send photos of the two side by side with a tape measure in the frame. Controller housings and fittings come in more than one size across models, and the photos let tech support pick the exact match.
What if I cannot tell which part I actually need?
Send photos of the failed part in place and describe the symptom. Tech support will call you, look at the photos with you and identify the part before anything ships.
Can my plumber or installer report the wrong part instead of me?
Yes. Anyone working on the tub can open the ticket, as long as they include the model, serial number and photos. Support sends the corrected part and tracking to the address you specify.

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

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