FAQs
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
ORDERS
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 that does phone/video consults if you prefer.
You can sign up as a Reseller on our website: https://sandbox.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. 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 gets the tissue that contains the Stem Cells from Tissue Banks within the United States. The tissue is from donors. It is 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.
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.
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. Use as you normally would as no changes are needed due to pregnancy or breastfeeding. We recommend consulting your physician prior to using either Mandelic Acid or Salicylic Acid.
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, except Salicylic Acid Gel and the Enzyme Crème Mask, are oncology friendly. The Enzyme Crème Mask may be used 6 months after completing any cancer treatments, or sooner if approved by your health care professional. Salicylic Acid is not oncology friendly. We recommend consulting your physician prior to using either Mandelic Acid or Salicylic Acid.
Recovery may be used twice a day but not immediately before the radiation treatment. After a treatment, spray a light mist of the Moisturizing Mist to the area of treatment. Second, apply Recovery to the area. We have Recovery in a spray version which works very well. Last, apply the Barrier Renewal Cream. Do this twice daily. Moisturizing Mist and Barrier Renewal Cream may be used throughout the day as often as needed to combat tightness, dryness and irritation. Some clients have had their Doctors recommend Recovery 3 times a day. Speak with your health care professional about using Recovery with Radiation treatments. Click here to learn more >>
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.
Recovery
Recovery serum is our top of the line product with 70% of our stem cell released molecules.
A breakthrough in skin science and abundant in our patented S²RM® technology, this powerhouse serum improves the appearance of aging skin while calming and soothing skin redness and irritation.
Recovery may be used once or twice daily to improve the appearance of even the most damaged, aging skin.
Recovery can also be used on chronic skin conditions such as eczema, dermatitis and psoriasis.
Recovery 15ml is expected to last approximately 4 1/2 weeks at twice per day use for the face and neck, or 9 weeks at once per day. That is using 6 normal drops to cover the entire area. By using Moisturizing Mist first on clean skin, it may take fewer drops.
While results may vary, from person to person, for overall better texture and skin health, results may be evident in a matter of days. For fine lines, wrinkles and a bit of sagging skin, scars, etc., it may take up to 90 days or longer to see changes in the skin. Continued usage may improve the skin over time using Recovery in your daily skin care routine.
Yes. It may sting slightly due to a different pH level from the open skin/wound. The stinging sensation is normal in this case and only lasts for a few seconds.
Yes, it can be used before and after, and should be continued twice daily until healing is complete. If skin is very thin and damaged, it is recommended to use Recovery a month in advance of the microneedling treatment for the best results. Click here to learn more >>
Yes. You may use Recovery before or after the red light therapy. There is no negative effect to an application of Recovery before the light treatment.
Recovery is our most powerful serum, with 70% S²RM® patented technology. It is not hydrating or drying and absorbs completely upon application to support and balance the skin.
Skin Serum is a daily use serum to use twice daily after cleansing. It has a lower percentage of the stem cell released molecules, however, it keeps the skin hydrated and diminishes fine lines and wrinkles. It improves the overall tone and texture and radiance of the skin and is one of our most popular products.
Recovery and Booster are both excellent serums, applied after cleansing the skin and before Light Moisturizer, Intensive Moisturizer, or Barrier Renewal Cream.
Recovery is our most powerful serum, with 70% S²RM® patented technology. It is not hydrating or drying and absorbs completely upon application to support and balance the skin.
Booster was created as an advanced serum at 40% S²RM® and also contains amino acids which provide support to the molecules and sodium hyaluronate butyrate for hydration and a beautiful glide. It is a luxurious serum and does double duty as a hydrating serum.
To use both serums, use Booster in the AM after cleansing and Recovery in the PM after cleansing. Your skin will be protected during the day and restored while you sleep.
For larger areas or those with dry skin, Moisturizing Mist may be spritzed on the skin before the application of Recovery. Moisturizing Mist gives dry skin needed hydration so Recovery spreads easier. It does not dilute the product.
Yes. Apply Recovery first, after cleansing, then layer the hyaluronic acid serum on top of the Recovery.
NeoGenesis Recovery has a high concentration of the S²RM® (stem cell released molecules) comprised of a high concentration of different types of proteins that have a distinct odor. The distinct odor is natural, and does not effect the efficacy of the product. This product can be used where scent-free formulations are required and for those sensitive to scent in products, NeoGenesis Recovery contains no added scent that would mask the odor of the proteins.
Booster
Recovery and Booster are both excellent serums, applied after cleansing the skin and before Light Moisturizer, Intensive Moisturizer, or Barrier Renewal Cream.
Booster was created as an advanced serum at 40% S²RM® and also contains amino acids which provide support to the molecules and sodium hyaluronate butyrate for hydration and a beautiful glide. It is a luxurious serum and does double duty as a hydrating serum.
Recovery is our most powerful serum, with 70% S²RM® patented technology. It is not hydrating or drying and absorbs completely upon application to support and balance the skin.
To use both serums, use Booster in the AM after cleansing and Recovery in the PM after cleansing.
Skin Serum
Skin Serum is a daily use serum to use twice daily after cleansing. It has a lower percentage of the stem cell released molecules, however, it keeps the skin hydrated and diminishes the appearance of fine lines and wrinkles. It improves the overall tone and texture and radiance of the skin and is one of our most popular products.
Recovery is our most powerful serum, with 70% S²RM® patented technology. It is not hydrating or drying and absorbs completely upon application to support and balance the skin.
Eye Serum
The length of time will depend upon how much damage is visible and how the skin responds to treatment. Someone with very little damage or just beginning to show signs of aging can often see results within a week. Someone that has more damage will take longer to see results. Eye Serum has 10% of stem cell released molecules for the aging skin and contains special ingredients to help with dark circles and puffiness around the eyes. Dark circles and puffiness can have many causes and aren’t related to skin issues, but rather other things going on with the body (stress, heredity, poor diet, lack of sleep, allergies, lifestyle choices, etc.)
Results may vary, but improvement typically takes from 60-90 days.
MB-1
MB-1 is a topical, probiotic product with active cultures. It is the last thing you apply to your skin as it is meant to re-balance the good and bad bacteria. It is beneficial for acne. It must be kept refrigerated due to the active cultures. MB-1 is currently only available from November through April, due to the heat when shipping which will render the product ineffective.
Erase The Day
No. The ingredient Isopropyl Myristate does not block pores, and is not comedogenic. Erase The Day is a gentle and effective makeup remover that features carefully chosen ingredients that are all ranked low in the Environmental Workgroup’s (EWG) analysis of an ingredient’s induction. NeoGenesis takes great care and research before adding ingredients into all product formulations.
Cleanser
Yes. NeoGenesis Cleanser is specially formulated to gently cleanse and refresh the skin morning and night without the use of sulfates or other harmful ingredients. The cleanser gently removes makeup, dirt, and excess oil without drying the skin or affecting the natural pH balance.
Moisturizing Mist
For larger areas or those with dry skin, Moisturizing Mist may be spritzed on the skin before the application of Recovery. Moisturizing Mist gives dry skin needed hydration so Recovery spreads easier. It does not dilute the product.
Barrier Renewal Cream
Moisturizers are used to rehydrate the skin. All of the NeoGenesis moisturizers, Light Moisturizer, Intensive Moisturizer, and Body Cream contain our patented S²RM® technology providing nutrients into the skin. Moisturizers generally feel very soothing on the skin and take away that tight and dry feeling when applied after cleansing and serums. Think of moisturizers as a way to quickly deliver moisture to the stratum corneum, or outer layer, of the skin. While moisturizers feel wonderful and do provide benefits, they can’t totally repair the skin’s barrier if it is weak and impaired. If you suspect a weakened barrier, see our Barrier Renewal Cream with free fatty acids, cholesterol, and ceramides to improve the barrier function.
Enzyme Crème Mask
The Enzyme Crème Mask gives a very gentle exfoliation to the surface of the skin. Enzymes are very safe and do not harm healthy skin cells like an acid might do. The gentle clay base of Kaolin and Bentonite Clays draw impurities out of the skin resulting in a firmer feel and more radiant complexion.
There are 2 enzymes, Papain (papaya) and Bromelain (pineapple).
It will depend upon the skin. For more oily, non-sensitive skin, 2 or 3 times a week. For more dry skin, twice a month. Enzyme Crème Mask is gentle and safe to use on all skin types. For best results, apply a NeoGenesis serum first, then the mask. The nutrients from the serum will be infused into the skin for beautiful results.
Glide Gel
The main ingredient in the Glide Gel is glycerin. Glycerin is a prebiotic for the skin and a wonderful moisturizer that is found in the skin, a natural moisturizing factor.
Hair Thickening Serum
The length of time a bottle lasts is completely dependent upon the size of the area being treated. Some only need it for the temples so a bottle would last for a long time. Everyone is different in terms of seeing results. There are so many different types and causes of hair loss that it is impossible to predict any outcome.
It depends. Expectations are that you would see some kind of result within 2 months. At some point, if you do not see any additional hair growth, you likely won’t, regardless of how long you use it. In general, it is recommended that you use the product until you see the results you want to see. At that point, you can continue indefinitely (the product will never cause any problems) or you may switch to a program of using a bottle, then backing off for a couple of months, then use it again, etc., to see how you do on that. You could also go to 3 days a week as a maintenance protocol after you’ve achieved results. We’ve seen people who use one bottle then never need it again or people that stay on it year round.
Similar to skin care, you can adjust your routine as you carefully monitor your situation. It will require trying things out as this isn’t an exact science. If you’ve experienced hair loss or hair thinning and want to stay on top of it, use it sooner, rather than later. Waiting an extra month would not be detrimental as you learn what works for you.
We have had women experiencing menopause, when estrogen levels drop, use NeoGenesis Hair Thickening Serum with good results. Therefore, given that aromatase inhibitors lower estrogen, Hair Thickening Serum may work in this case too. It is definitely worth a try, but it may require 2-3 months to see results.
Hair Thickening Serum is appropriate for any hair, not simply the scalp. Definitely try it on the beard area to supplement hair growth in that area.
Yes they can. You may want to consider using them at opposite times of the day. Use the prescription Minoxidil as directed by your health care professional and use the Hair Thickening Serum at the opposite time of the day. It may be used either morning or evening.
NeoLash and NeoBrow
Yes. NeoLash and NeoBrow, unlike some prescribed lash and brow treatments, do not contain any harsh chemicals which could cause concern. These chemicals come with a warning regarding side effects and should never be used along with an esthetic treatment or immediately following. NeoLash and NeoBrow will not change the outcome of any of the professional treatments.
Ingredients
Sodium Hyaluronate Butyrate was created to both improve the properties of hyaluronic acid as well as add additional important hydrating and soothing benefits. It lasts much longer in the skin so the benefits are provided throughout the day as it resists enzyme degradation in the skin. It gives an elegant feel to the texture of any product it is included in.
Yes. The antioxidants are within the molecules. The molecules have what is called “antioxidant cascades”. They are part of the correctly folded proteins that make up our exosome technology we refer to when explaining our products. These antioxidants are very balanced and give the skin exactly what it needs. There are 2 forms of Vitamin C in the Moisturizing Mist but no other antioxidants are added to the other NeoGenesis products.
Lactic Acid in the NeoGenesis products will be safe. The reason for this is that when lactic acid is used in lower concentrations, as in Recovery, it works as a humectant, pulling water into the outer layer of the skin. This increases your skin’s moisture level (not oil, but moisture) as it increases the ceramides in the skin. Ceramides are very important as part of what is needed by the skin to repair and restore the barrier.
CONDITIONS
Mature + Aging Skin
We recommend Skin Serum as a daily serum for the first signs of aging. It has an abundance of stem cell released molecules and provides hydration. It is also safe to be used around the eye area.
Bruising
Skin Protection
NeoGenesis recommends layers of products to keep the skin properly hydrated and finish with a moisturizer or barrier cream to protect the barrier and keep moisture in. We recommend our gentle Cleanser, spritz with our Moisturizing Mist, apply Recovery, Skin Serum, then finish with Barrier Renewal Cream. Use this protocol twice daily. These lightweight but effective products will provide immediate relief as well as improve the skin with continued use.
Barrier Renewal Cream is a deeply hydrating, reparative cream that works with the skin’s barrier function using key ingredients to minimize further damage: Free fatty acids, cholesterol, and ceramides. It has no scent, is lightweight, and can be used on sensitive and acneic skin. Use it over top of one of our serums for best results.
Chemical Peels
The skin is in a more fragile state after a chemical peel and care must be taken to not cause further damage. For a minimum of 2 weeks after the chemical peel, gently cleanse with our Cleanser, spritz the skin with Moisturizing Mist, apply Recovery, and follow with the Barrier Renewal Cream. Use this protocols twice daily. The skin will be dry and peeling. Use Moisturizing Mist throughout the day as needed for soothing relief. Click here to learn more >>
LED Therapy
Yes. You may use Recovery before or after the red light therapy. There is no negative effect to an application of Recovery before the light treatment.
Microneedling
Yes, it can be used before and after, and should be continued twice daily until healing is complete. If skin is very thin and damaged, it is recommended to use Recovery a month in advance of the microneedling treatment for the best results. Click here to learn more >>
Pores
NeoGenesis Recovery serum used once or twice daily helps improve the appearance of the pores. Enzyme Crème Mask used weekly can help gently exfoliate and surface skin cells that could clog the pores.
Wound Care
Yes. It may sting slightly due to a different pH level from the open skin/wound. The stinging sensation is normal in this case and only lasts for a few seconds.
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.
GENERAL
NeoGenesis has been in business since 2015.
Yes. The EU has unique labeling requirements that are different than what is used in the US. Because of this, the labels may appear different, however the products are identical.
Please feel at ease when using NeoGenesis products as we love animals and do not engage in animal testing, nor do our product formulas contain any animal derived ingredients.
Yes! NeoGenesis Recovery serum works well on any cuts, scrapes, surgeries, skin sensitivities, abrasions, and more.