My Order Says Delivered, but It’s Not Here!

Both FedEx and UPS often include a photo of the delivery location with their tracking updates.

Check your tracking link in your Nova Wax account or your email for a delivery photo.
Look carefully around the area shown (porch, side door, mailbox, garage, etc.) for your package.

If the photo shows where your package was left but you still can’t find it, or if no photo is available, move on to Step 2.

The lost package process varies by carrier:

FedEx:
You can file a trace directly by calling 1-800-463-3339 or through their website.
Once you receive a FedEx case number, please email us at support@nova-wax.com with that number and your order details. We will work with FedEx while they conduct their investigation.
UPS:
UPS requires the shipper (Nova Wax) to initiate lost package investigations.
We have already started this process on your behalf to help resolve the issue as quickly as possible.

Both FedEx and UPS take time to thoroughly investigate missing packages — this can take up to 3 business days.
Sometimes packages marked “delivered” can still arrive within 24 hours due to scanning delays or delivery timing.
If your package arrives during the investigation period, please notify us immediately so we can close the case with the carrier.

If the carrier locates your package, they will update the delivery status and arrange for re-delivery if needed.
If the package cannot be found, we will promptly process a replacement shipment for you.
We will keep you informed throughout the process so you know what to expect.

Your satisfaction is our priority. If you have any questions or need assistance, please reach out to us:

We know how confusing it can be when your tracking says your Nova Wax order has been delivered, but you don’t see it anywhere. Don’t worry — we’re here to guide you through what to do next: