Terms & Conditions
Return PolicyNova Wax prides itself on creating a high-quality product with the customer service to match. In order to maintain our sanitation standards, we are unfortunately unable to accept returns on wax. If there is an issue with your order or your wax was damaged in transit, please contact us within 10 days of your delivery date with your order number and photos of the damage (if necessary) so we can assess the situation and replace the order if necessary.
We strive to make sure you are completely satisfied with your purchase from Nova Wax, but we also understand that some things just don’t work out. If you would like to exchange or return an item, we are happy to do so within 15 days of receipt. Please note there is a 20% re-stocking fee for all returns. Wax is not eligible for return. For any exchanges, any shipping fees will be the responsibility of the customer.
All Nova Wax warmers come with a one year repair or replace warranty. If you experience issues with the 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.
The shipping methods we offer are FedEx Ground, Fedex Express 2 day, and DHL for international orders.
Please be advised our warehouse operates between the hours of 9:30am-5:30pm EST Monday-Friday. The cut off time for same day shipping is 4pm EST. If selecting Express or Expedited shipping outside of these hours, please be aware your shipment will not be fulfilled until the following business day.
FedEx ground shipping normally takes 3-5 business days to arrive depending on the shipping address location. There may be further delays due to the carrier that are beyond our control.
FedEx does not deliver to PO Boxes and APO/FPO addresses.
FedEx Ground is not an available shipping method for these states, and these orders will ship via USPS:
- Puerto Rico
Please be advised that the title for the products in your order will be transferred to you once your credit card is processed and your order is approved. In addition, the liability for the products contained in the order is transferred to the carrier once Nova Wax packages and ships your parcel and to you, and once the shipment has been delivered to the address you have listed for your shipping address.
Please verify that the delivery address entered at checkout is correct. Nova Wax is not responsible for any address errors made during the checkout process that might result in a delivery to the wrong address. If you made an error in your shipping address, please contact us as soon as possible. If the order has not been shipped yet, we can update the address for you. If the order has been shipped and is in transit, we cannot guarantee that we will be able to update the address but we will do our very best to coordinate with the carrier on the change. If your package has been marked as delivered by the carrier, the customer will need to contact the carrier directly.
There is a 10-day timeframe in which to report a package as lost, stolen, or damaged. These 10-day parameters begin from the package date of delivery and need to be confirmed with customer service on the backend. These time parameters are set as we have a specific timeframe we must abide by in order to file a claim with the carrier. Once the window is passed, you must contact the carrier directly for further assistance.
Shipping charges are based on package weight and destination and are set by the carrier and not Nova Wax.
Nova Wax offers free shipping on all orders over $100*, excluding tax.
*Please note that our free shipping over $100 policy does not apply to U.S. territories or International Orders.
International Shipping Policy
The international shipping methods we offer are FedEx Express, FedEx International Ground to Canada and DHL Express worldwide.
At the moment, our full international shipping is paused due to COVID-19 import restrictions for many countries. We are only able to ship internationally to Canada and Mexico.
All International orders are subject to duties or (CEF) clearance entry fees, these fees may vary depending on the country the order is being shipped to.
How To Contact Us
Our Commitment to Privacy
Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.
The Information We Collect
This notice applies to all information collected or submitted on the https://www.nova-wax.com website. On some pages, you can place an order, make requests, and register to receive promotional emails or materials.
We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties. You can register with our website if you would like to receive our catalog as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you fill out the registration form.
We never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.
Our Commitment to Data Security
To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.