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 Wholesale Registration page.
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.