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

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://neogenesis.com/registration/

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.

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.

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

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.

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

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. We recommend consulting your physician prior to using either Mandelic Acid 8% or 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.

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.

Airless pumps have little or no air space as they dispense the product, therefore the shelf life of these products is a year, as long as it isn’t heated above 120 degrees F.

It is not required to refrigerate the NeoGenesis products. However, if you live in a hot climate and do not have air conditioning we recommend refrigerating the products to ensure shelf life.

TIPS:

Using the MB-1 cold will significantly relieve the itch associated with eczema and dermatitis.

Using the Moisturizing Mist cold can provide soothing relief for heated skin during radiation treatment, for sunburn or hot flashes.

Most of our products are oncology friendly, except Salicylic Acid Gel, Mandelic Acid 8%, Fresh Face and the Enzyme Crème Mask. The Enzyme Crème Mask 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.

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 5ml is expected to last approximately 18 days by using 2 pumps once per day. Recovery 15ml is expected to last approximately 3 months when using 1 pump once per day. Recovery 30ml is expected to last approximately 6 months when using a half pump once per day.

While results may vary from person to person, for overall improved texture and skin health, results may be evident in a matter of days. For fine lines, wrinkles, sagging skin, scars, acne etc., results often take 3-6 months to see major improvements in the skin. Continued usage may improve the skin over time using Recovery in your daily skin care routine.

Yes, we recommend Recovery + for compromised skin. It is made with sterility assurance to safely deliver nutrient-rich molecules.

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 after red or blue light therapy in the treatment room.

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 has a lower percentage of the stem cell released molecules at 20%, however, it has added glycerin in the formulation to hydrate the skin.

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 has a lower percentage of the stem cell released molecules at 40%, however, it has added sodium hyaluronate butyrate (high molecular weight hyaluronic acid) in the formulation to hydrate the skin.

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. You can also simplify by choosing Booster instead, which has a high molecular weight hyaluronic acid (sodium hyaluronate butyrate) in the formulation to hydrate the skin with one product. 

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.

We’ve had a number of people use Recovery serum with positive results for keloid reduction.

Basically, retinoate and retinol do the same thing, but retinoate does it more efficiently.

Retinol is a widely recognized form of Vitamin A that is dominating the skincare market. But what many products don’t tell you is that retinol doesn’t act immediately or alone. It must first convert into retinoic acid and transition into tretinoin to activate the retinoic acid receptors (RARs) responsible for regulating cell differentiation and growth. 

This conversion is facilitated by specific enzymes within cells and while it is beneficial, many cosmetic products use milder forms of retinoids that need to transform in the skin in order to work, which can make some of these retinol products less effective. 

To circumvent these issues, scientists identified novel molecules that can directly stimulate retinoic acid pathways. Retinoate, or Hydroxypinacolone Retinoate (HPR), transforms into both retinoic acid and retinol upon skin contact, delivering immediate and long-term benefits. This dual-action conversion bypasses the need for conversion and caters to the skin’s needs from the moment of application. 

Yes. Retinoate has all of the efficacy without the irritation because the retinoid we use (Hydroxypinacolone Retinoate, or HPR) is a form of retinoic acid, so the skin can use it immediately and benefit from it immediately instead of having to go through a conversion process.

Retinoate is a type of retinoid that provides instant and delayed benefits, as it binds directly to retinoid receptor in the skin compared to retinaldehyde that needs to undergo more conversions. This makes retinoate more effective. We use it at a lower percentage to prevent the side effects of using vitamin A at higher percentages, making it safe to use on sensitive skin types and not compromise the skin barrier.

If using tretinoin, there is no need to add another vitamin A product to your skin care routine. Adding another would be too much.

The answer is yes, if you experience flaking skin with retinol products. Retinoate has the same benefits as retinol but is better for sensitive skin.

You have tried or want to try tretinoin. Retinoate was nearly as effective as prescription tretinoin when measuring increased gene transcription levels.

You struggle with post-breakout marks. Retinoate restores Vitamin A to the skin, which can help unclog pores without harsh scrubbing.

A lot of retinoids will irritate the skin. The retinoid we use (Hydroxypinacolone Retinoate, or HPR) is non-irritating and is already an active molecule, so you can apply our product to dry or moist skin.

It’s definitely best to let it sink in so you don’t dilute the serum and it has a chance to penetrate the skin fully for best results.

There are many ways to add Skin Restore Serum to your skin care routine.

If you’re using Recovery, Booster or Skin Serum, you can either apply one of these serums first, followed by Skin Restore Serum. Alternatively, you can use them on alternate evenings.

If you’re also using Mandelic Acid 8% or Salicylic Acid Gel, we recommend alternating your evenings. Example: Monday Recovery, Tuesday Mandelic 8%, Wednesday Skin Restore Serum and repeat this cycle.

If you have already been doing so and would like to try layering Skin Restore Serum, you can try layering your chemical exfoliant first (Mandelic Acid 8% or Salicylic Acid Gel) followed by Skin Restore Serum. With that being said, remember to to start slow and avoid overusing your actives to protect your skin barrier.

Yes, they can be synergistic. Feel free to layer Skin Restore Serum with your peptide serum in the evening.

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 is a topical probiotic mist with live active bacteria cultures. These are nitrifying bacteria, also known as ammonia oxidizing bacteria to combat dysbiosis on the skin’s microbiome. It is helpful for treating acne by combatting p. Acne bacteria and for treating the frustrating itch associated with eczema. It is the last thing you apply to your skin as it is meant to re-balance the good and bad bacteria on the skin. It is recommended to 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.

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.

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.

The NeoGenesis Light Moisturizer, Intensive Moisturizer, and Body Cream contain 5% of our patented S²RM® technology, providing nutrients into the skin. Our Barrier Renewal Cream does not contain S²RM® and is intended to reduce redness and strengthen the skin barrier. Choose the Barrier Renewal Cream for moisturizing an inflammatory skin condition such as acne and eczema. Choose the Light Moisturizer for treating oily skin types and those who are living in a humid climate. Choose the Intensive Moisturizer for treating dry skin types and those living in a dry climate.

The Enzyme Crème Mask uses fruit enzymes to gently and effectively exfoliate the skin. It can be used with or without steam in the treatment room and can be used on sensitive skin, such as rosacea. It helps to brighten the complexion and refine skin texture.

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.

The main ingredient in our conductive Glide Gel is glycerin. Glycerin is a prebiotic for the skin and is an effective humectant, providing hydration to the skin and the slip needed for any and all the devices you may be using in your treatment room.

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.

We don’t use prostaglandins or any other hormones in our products.

Our hair products differ from other brands as we do not use prostaglandins (hormones) and zero side effects have been reported.

Typically 2 hair cycles, so a few months, for lashes and brows and 6 months or so for hair.

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.

NeoLash contains the core S²RM® technology to renormalize the physiology of the hair follicle and should help with alopecia.

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.

Superoxide dismutase, glutathione peroxidase, HO-1, and catalase are part of the antioxidant mix contained in S²RM®. HO-1 in particular, is good for vascular inflammation. In the moisturizers, butyrate, tocopherol, ubiquinone, and orange oil are antioxidants.

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

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.

We recommend Recovery and Eye Serum for bruised areas to clear the purple and yellow colors in the bruise that are due to heme and bilirubin.

We recommend layering a few products to keep your skin properly hydrated and finish with a moisturizer to protect your skin 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 or Intensive Moisturizer. 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.

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 >>

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 >>

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.

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.

We’ve had a number of people use Recovery with positive results for keloid reduction.

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.

Airless pumps have little or no air space as they dispense the product, therefore the shelf life of these products is a year, as long as it isn’t heated above 120 degrees F.

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.

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