FAQ's

After buying the initial wax warmer warranty membership, which is good for 12 months, you will be given an option to purchase another 12 months of warranty for the same price via email. This yearly option is a great way to ensure continued protection of your wax warmer and the same terms apply each renewal cycle.

Claims priority is Nova’s way of making sure that any wax warmer malfunction claims are dealt with promptly. In the event you need to file a claim with our Customer Service team, it will be pushed to the top of their case log so you get immediate assistance with your warmer. In order to ensure that your claims get priority review, submit them using our support form or by phone. All claims must be submitted via email or phone. Also note that our representatives operate during normal business hours, so claims submitted on Saturdays, for example, will not be reviewed until Monday.

*Replacements are limited to internal malfunctions only, so if you knock your warmer off your table or otherwise damage the product resulting in malfunction, a replacement could be denied to you.

**Nova Wax will purchase a FedEx 2-day Express label for your replacement shipment, but cannot guarantee that they will meet the deadline due to the high volume of shipments or other unforeseen circumstances within FedEx’s operations.

***Our working hours do not include weekends, so if you file a claim on a Saturday it will be the first thing our representatives will see on Monday morning. Please note that claims priority can only be processed through our support form or by phone, if you email or use social media to begin your claim it may not be prioritized due to the way it was received.

****Honor system is limited to first claim only; following claims will require verification. Please note that while we may not require proof of the malfunction, we may still ask that you provide us with evidence that your warmer can no longer be used. This could include sending the unit back to us free of charge, or a photo or video of you snipping the cord. 

*****Wax replacement requires evidence of product loss/quantity. Example: If your 5lb warmer malfunctions with 4lbs of wax, you’ll be sent a 5lb bag. If your 1lb warmer malfunctions with 500g of wax, we will send you a 600g mini tub. Nova Wax will not reimburse or purchase replacement wax from another manufacturer, but we will certainly ensure you are provided with an equivalent amount of wax from our available inventory.

******This membership is renewable every 12 months, following the expiration and non-renewal of this program, Nova Wax will no longer honor the above-stated benefits, and will continue to care for you using our current standard operating procedures outlined within your warmer’s original 1-year limited warranty