Do you have questions about NeoGenesis? Our FAQs address common questions about orders, products, protocols, science, and skin concerns. Do you have other questions we can help with? Feel free to reach out to our Customer Service Team at customerservice@neogenesis.com
GENERAL
NeoGenesis has been in business since 2015.
Purchasing
You may purchase our products through our website at NeoGenesis.com or call our Customer Service at 858-751-4714. We can also guide you to one of our skin care professionals who do phone/video consults if you prefer. You can view our Clinic locator to Find a Professional here.
You can sign up as a wholesale professional partner on our website: https://www.neogenesis.com/registration/
Return Policy
Yes, NeoGenesis has a 60-day satisfaction guarantee on all skin care products. If you purchased your NeoGenesis products from a local professional, please return the product to them for a replacement or a refund. If you purchased directly from us, please call Customer Service at (858) 751-4714. If we want the product(s) back for any reason, we will send you a call tag.
Due to the nature of hair loss and the many systemic and nutritional causes for hair loss and thinning, we are unable to offer a money-back guarantee on our hair care products, which include Hair Thickening Serum, NeoLash, and NeoBrow. For more information on our hair care products, please contact Customer Service to learn more about the conditions that our hair care products have had success in treating.
We do not offer a money-back guarantee for Erase The Day makeup remover.
Click here to view our full Return policy.
Discounts/Samples
NeoGenesis does not offer discounts, coupon codes or have yearly sales. What we do offer is 100% guarantee on our topical skin care products so you can purchase with confidence.
We do not offer a money-back guarantee for Erase The Day makeup remover.
No, we do not offer free samples, but we do sell travel sizes of our products.
Shipping
NeoGenesis offers shipping worldwide. Please see below for rates or you can call Customer Service (858) 751-4714
USPS Priority shipping within the United States is $10.00 for 1-3 delivery days to most locations nationwide. Shipping times and deliveries are not guaranteed.
USPS International Priority to Canada and Mexico is $30.00 USD. Please allow 7-14 business days for delivery, depending on your location. Shipping times and deliveries are not guaranteed.
USPS International to all other countries, please call Customer Service at (858) 751-4714 for a quote.
Expedited shipping is available at an additional cost and will be calculated when the order is placed. If you placed or are placing an online order please call Customer Service at (858) 751-4714 for the additional shipping cost. Next day orders must be placed by 11:00 am Pacific Time.
Customer Service will email a copy of your paid invoice with the tracking information on it to the email that is registered to your account or order.
SCIENCE
Stem Cells
Our products contain molecules from adult human stem cells, that reside in the deep dermal layer and subcutaneous layer of the skin. These are the resident stem cells in the skin that repair and maintain our skin throughout our lifetime.
NeoGenesis sources the stem cell released molecules from healthy human donors that go to tissue banks within the United States. They are carefully tested and the process is highly regulated by the FDA.
No, we do not. Our products contain the molecules released from adult human stem cells.
How do NeoGenesis products differ from competitors using bone marrow or platelet derived stem cells?
Because the molecules from skin stem cells have been studied for a long time and using long term followup studies, NeoGenesis products are safe and effective and no problems have been found. The basis of our technology began in the late 1800s in Germany with skin grafting, fat transfers, and more recently skin stem cell transplantations. All have been found to be safe with long term use in contrast to bone marrow and platelet derived stem cells. We published our own safety study a few years ago: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7421258/
Plant stem cells cannot influence the cells in human skin. Plant stem cells are beneficial only in that they can work as other antioxidants do, in the fight against free radicals. They have some value as antioxidants, but that capability will break down easily if not stored correctly. Human stem cells release the molecules that have cell to cell communication with skin cells. They speak the same language and are perfectly suited to repair the skin.
Recovery 70%, Booster 40%, Skin Serum 20%, Eye Serum 10%, Intensive Moisturizer 5%, Light Moisturizer 5%, Moisturizing Mist 1%, Hair Serum 60%, NeoLash 60%, NeoBrow 60%.
Storage of the stem cells is in a moist environment that replicates the body’s natural environment for the cell. The body is mostly water, but with many factors, such as proteins, sugar molecules, fat molecules, and metabolites that maintain cellular function. The water with the many factors is what NeoGenesis uses to store stem cells. For long term storage of the cells, a special cryogenic method is used where the cells are carefully frozen, and then carefully unfrozen for use such that ice shards are not formed that tear apart the delicate membranes of the cells. These methods have been well developed by scientists over the decades such that the methodology is appreciated by many women who undergo in vitro fertilization where the eggs and the sperm have been preserved using cryogenic preservation methods.
MicroRNAs (miRNAs), which are short, single stranded non-coding RNAs, are signaling molecules found in small amounts in our exosomes. They have been found to be important in the therapeutic effects of the molecules released from adult stem cells.
PRODUCTS
Product Safety
No. There are no known contraindications. Our products can be used on all skin types and all skin conditions.
Yes. All NeoGenesis products can be used during pregnancy or while breastfeeding. In addition, we recommend consulting your physician prior to using Salicylic Acid Gel.
The stem cell types used by NeoGenesis are derived from the skin, and therefore not affected by the SARS-CoV-2 virus given the virus does not infect skin stem cells.
Product Usage
Yes. NeoGenesis works beautifully with all other product lines. The key to success is to use our serums first, then layer other products over our serums. Because our patented technology has its own delivery system, it is important to use them first for that delivery system to get into the deeper layers of the skin. Please contact us at 858-751-4714 for specific usage questions.
Our products contain no pesticides, synthetic fertilizers, sewage sludge, genetically modified organisms, and nothing has been made with ionizing radiation. We have not used antibiotics or growth hormones. We use ingredients that are “skin identical,” meaning the molecules we use are naturally found in our bodies. Therefore the molecules are recognized by our bodies as native, and the body doesn’t need to react to them and degrade or export them.
Yes. All of the products are gluten free.
Oncology
Most of our products are oncology friendly, except Salicylic Acid Gel, Mandelic Acid 8%, Fresh Face Mask, Enzyme Crème Mask and Volcanic Ash Mask. All masks may be used 6 months after completing any cancer treatments, or sooner if approved by your health care professional. We recommend consulting your physician prior to using either Mandelic Acid 8% or Salicylic Acid Gel after any cancer treatments.
Recovery can be used twice a day and is recommended to use for a minimum of 2 weeks prior to radiation treatments but should not be used 4 hours before the radiation treatment. Immediately after a radiation treatment, start by spraying the Moisturizing Mist to the area of treatment. Second, apply Recovery to the area. We have Recovery in a spray version to target a larger area. Last, apply the Barrier Renewal Cream. Do this twice daily or as needed to comfort the skin. Some clients have had their doctors recommend Recovery 3 times a day. Speak with your health care professional about using Recovery with radiation treatments.
Some isolated growth factors, particularly where one or a few factors are used at high concentrations may increase the probability of cancerous growth.
Some other stem cell companies products use high levels of EGF, a concern because EGF signals cells to divide. Other stem cell companies products use the growth factors from bone marrow stem cells that have also been found to induce cells to divide.
We do not use such technologies at NeoGenesis. Instead, we use a whole collection of proteins from stem cell types in the skin that normalize skin function and prevent the abnormal division of cells.
In studies performed for FDA approval, the patented technology at NeoGenesis causes no genetic mutations and no ontological effects.
Our serums do contain some growth factors, but in small amounts and not just one or a couple of growth factors, but a collection of all of the normal growth factors found in skin. We’ve published studies finding no cancer growth or mutation of cells with high doses of our S²RM® technology. Cherry angiomas are benign and often increase as we age.
Miscellaneous
Yes. Our advanced serum is Booster. It has double the stem cell released molecules of Skin Serum. It is very hydrating to the skin and provides a beautiful finish.
No, it is not necessary to combine a Vitamin C product with NeoGenesis products. No other added vitamins are needed as the exosomes contain antioxidants. If you love products containing Vitamin C or Vitamin A, for example, you may continue to use them with NeoGenesis products with excellent results.
Yes. There are two ways to use Vitamin C with NeoGenesis serums. One is to always apply the NeoGenesis first, then layer the Vitamin C product afterwards. The exosomes immediately go to work deep within the skin so the Vitamin C will not damage or block the exosomes. The other way is to use NeoGenesis at one time of the day and the Vitamin C at the other time. Example: Vitamin C in the AM and NeoGenesis in the PM.
Yes. When using prescription Retin-A (tretinoin) of any strength, we advise to use Recovery, Booster, or Skin Serum at the opposite time of the day. Using other retinol products, they may be applied at opposite times of the day or apply the NeoGenesis serum first, then layer the retinol product next. It is best to use prescriptions according to your doctors recommendations.