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Frequently Asked Questions

QUESTIONS ABOUT ONLINE ORDERS

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, and Hawaii addresses, which require additional time for delivery and may be subject to delivery restrictions based on the item type, weight, and size.

Orders are subject to verification and approval before shipping and may take several days to process. Please keep in mind that at the moment, our $75+ free shipping offer is excluded from Hawaii, Alaska, and all US territories. Alaska and Hawaii do qualify for free shipping over $100. During high season and sales, deliveries may take a bit longer. Once your order is picked up from our warehouse, we are unable to guarantee delivery timelines as they completely depend on the carrier.

For further information on shipping, please visit our Shipping Page.

Nova Wax currently offers International Shipping to Canada, Europe, and Australia. For our full International Shipping policy, please visit our please visit our Shipping Page.



However, these products are not intended to diagnose, prevent, treat, or cure any disease.

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.

For sanitation and product integrity issues, we are unable to accept returns on the wax itself. We do offer a one-year repair/replace warranty on all Nova Wax Warmers.

If you’d like to return a warmer, it must be unopened and unused to qualify for a return and it must be returned within 30 days of the delivery date. Please note there is a 20% restocking fee for returns and the customer is responsible for return shipping. If you would like to exchange your warmer for a different one, or for other products, the restocking fee will be waived.

If you’re unsure about our products, we are here to help! We want to ensure you’re satisfied with your Nova products, and you can contact us Monday through Friday 9:30am-5:30pm at info@nova-wax.com or +1 (888) 391-7173.

Nova Shipping protection is an optional add-on at checkout that covers damage, loss, and theft. Get peace of mind with a Delivery Guarantee in the event your delivery is damaged, stolen, or lost during transit.

There are no refunds for orders with shipping protection. In the event that your package is damaged, lost, or stolen, you will either receive a replacement order or receive store credit in the same amount as the original order.

If your payment is declined, you may notice a pending charge held by your bank, typically lasting up to 4 business days. If it persists, contact your bank. If you suspect accidental duplicate orders, let us know, and we'll investigate.

For payments via PayPal, Zip, or Shop Pay/Installments, we're here to help with order inquiries. For all other questions or installment plan inquiries, reach out directly to the respective third-party service provider.

QUESTIONS ABOUT NOVA WAX PRODUCTS

Nova Wax was created by Liz Lugo with the goal of creating one formula that is perfect for every service, hair type and skin type. This also means you will experience less clean up strips, faster service times and happier clients!

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.

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.

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.

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.

Nova Warmers are compatible with other voltages, as long as a converter is used. Nova Wax does not sell converters with the Wax Warmers.

All Nova Wax Warmers are tested internally to ensure they are functional and are also inspected for any cosmetic damages prior to shipment. All Nova Wax warmers come with a one year repair or replace warranty. If you experience issues with the heating functionality of your warmer within one year of the original purchase date, please send us your order number, along with photos and videos, to begin the process.

The one year warmer warranty only covers malfunctions or any defect that affects the functionality of the warmer. It does not cover cosmetic damages, such as scratches, dents, or any other physical damage that does not impact the functionality of the warmer. Any cosmetic damages to the warmer in transit are not the responsibility of Nova Wax. If a replacement for a warmer is requested due to cosmetic damage, the return shipping will be the responsibility of the customer and a replacement will be sent once the original warmer is received at the warehouse. In cases of extreme damage, please contact us for a solution.

All inquiries related to product damages and issues can be sent to support@nova-wax.com.

QUESTIONS ABOUT THE NOVA GALAXY REWARDS PROGRAM

Star Points are rewards you earn from shopping with Nova Wax! You earn 2 points for every $1 spent, and you can earn extra points by following & sharing our Social Media pages and by leaving product reviews!

Send us an email with your information to support@nova-wax.com so we can look into it for you!

Make sure you sign in to your Esthie Bucks account first, and click the action links so your actions can be recognized and you can start racking up rewards! You must be logged in for your Star Points to be recorded

Yes, you can! If you are ordering with us via phone or email - let us know you’re part of the Nova Galaxy rewards program so we can add your Star Points to your order!

You can use your Star Points to redeem up to two free items per order. Only one % off discount can be used at a time.

Percentage off discounts are the only rewards that CANNOT be combined with a promotion or sale.Example: You cannot use a 10% off coupon from Star Points during % off Sale that is running. You can, however, use those points to redeem a free product and take advantage of any sale or promotion that is running online at the same time. You must call or email to place your order if you wish to redeem your points for a free product during a sale, as only one coupon/discount code can be applied to the cart at a time.

Your Star Points balance will automatically update once your package has beendeliveredto you

If the order was placed in the last 7 days, send an email to support@nova-wax.comwith your name and order number and we can look into it for you.

QUESTIONS ABOUT SUBSCRIPTIONS

One of the many perks of our subscription services is that you have complete control to access and edit your subscription! This means you can skip or cancel your subscription at any time prior to order processing. We also send multiple notifications reminding you of your upcoming subscription, to give you time to make any changes/edits before you are charged. All you need to do is log in to your account on our homepage and you will be able to make these changes!Any changes or cancellations made to your subscription must be submitted 24 hours prior to the subscription date. Once your subscription order has been processed we are unable to make changes.If you need to update/change any shipping information after your order has been processed, please contact our Customer Support team immediately by calling+1 (888) 391-7173.

You can start by signing up here:

After signing up your options are endless and it’s so quick and easy to manage your subscription! You can update/change billing and shipping information, quantity and frequency of your orders, swap products or add one-time items, and skip an order…all from the convenience of your text inbox! Subscription texts are different than marketing texts, so don’t worry! You won’t receive marketing texts unless you have previously opted-in to those.

Once your subscription/order has already been processed on your subscribed date, we cannot make any changes/edits. You are welcome to log in to your account to skip your following order, and/or make any changes to your subscription in your account 24 hours prior to the subscription date. You will also receive an email or text notification (depending on the preferences you selected) 3 days before your renewal date to allow you ample time to make any changes needed.

If you require further assistance logging into your account and making these changes, please do not hesitate to contact us at info@nova-wax.com or call +1 (888) 391-7173.

Since subscription purchases are already discounted, promo codes are not valid on these orders. We encourage you to place your first purchase with a welcome discount code to try the product before signing up for a subscription to ensure you love the product!