Frequently Asked Questions

We're Open & Shipping Orders - Have Questions About Covid-19?

Nova is continuing to make health and safety the number one priority in our distribution center by implementing the highest safety standards.

Due to safety precautions and delivery service slowdowns beyond our control, there may be slight delays on outgoing orders. Fedex is unable to guarantee express shipping or returns at this time so we have temporarily extended our delivery timeframes by 2-5 days due to these new circumstances.

Priority and Express orders may not be fulfilled right away and we apologize for the inconvenience this may cause you. We are sincerely doing our very best to get your quality Starpil product to you as quickly as possible. If you have any questions please feel free to call (305) 907-0756 or live chat with a Starpil representative 9:30 am-5:30 pm EST. Thank you for your cooperation and understanding of the situation. We are always here for you.

 

How long does standard delivery take?

Standard orders should be delivered within 3 to 5 business days following order confirmation. Please allow up to 2 additional days for rural zip codes. We also ship standard orders to US Territories, Alaska, Hawaii and APO/FPO/DPO addresses, which requires additional time for delivery and may be subject to delivery restrictions based on the item type, weight, and size. Please keep in mind our $100+ free shipping offer is excluded to Puerto Rico and Guam. During high season and sales, delivery may take a bit longer.

 

How can I track my order?

As soon as we are ready to ship your order we will send you an email with the delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. It may take up to 24 hours before tracking information is updated.

 

How is Nova Wax different from other hard waxes?

Nova Wax is a one of a kind hard wax formula, developed with the finest polymers, essential oils, and natural ingredients. This hybrid wax combines the properties of the highest quality waxes in the world into one formula.

 

Why is Nova Wax more expensive than other waxes on the market?

Nova has a higher price than other waxes on the market because it combines the best natural ingredients to effectively remove unwanted hair in the most comfortable way for the client. Nova was designed to the exact specifications of Liz Lugo, one of the most renown wax experts in the world and her passion for waxing innovation helped drive its creation.

 

Why does the wax keep breaking?

Wax breaking during the removal process is typically caused by two main reasons. Either the wax application is too thin or the wax was left on the skin for too long. To avoid the wax breaking during the application process we recommend applying a thicker layer of wax to the skin to get the rhythm or groove of the wax's behavior creating a lip for grip to remove the strip. The density of the wax will determine the sensitivity of the wax during the removal process. The wax should rest on the skin for approximately 30-40 seconds prior to the removal. If your wax is still wet after 30-40 seconds, please allow an additional 30 seconds until the wax has dried.

 

Why is the wax not removing any hairs?

Fundamental mistakes during the heating, application and removal process of the wax can lead to hairs being left behind. To avoid hairs being left behind when waxing, we recommend ensuring that the temperature on your warmer is at the highest setting until the wax has reached a full liquid form. Once the wax has reached a full liquid form you must lower the temperature on your warmer to a lower setting and allow for the wax to cool off. Proceed to wait an approximate 15-20 minutes until the wax has reached a honey-like consistency. Once the wax has reached a honey-like consistency we recommend applying a thicker layer of wax to the skin to get the rhythm or groove of the wax's behavior creating a lip for grip to remove the strip. The density of the wax will determine the sensitivity of the wax during the removal process. The wax should rest on the skin for approximately 30-40 seconds prior to the removal. If your wax is still wet after 30-40 seconds, please allow an additional 30 seconds until the wax has dried.

 

Why is the wax too stretchy?

Fundamental mistakes during the heating process can cause your wax to heat at the wrong temperature setting. Heating your wax at the wrong temperature setting can lead to your wax being too stretchy. Typically, when the wax solution is too flexible the wax temperature is too cold. We recommend turning up the temperature on your professional wax warmer until the wax has reached a honey-like consistency.

 

Can I use the microwave or stove to melt the wax?

Every microwave has different wattage causing it to be extremely dangerous as it can lead to severe burns in your skin. Stoves will cause the wax to overheat and burn therefore, we only recommend heating up the wax using a professional wax warmer in order to control the temperature setting.

 

Can I use any warmer with Nova Wax?

You may use any warmer with adjustable temperature settings as Nova Wax is temperature sensitive.