FAQ – Orders

General | Orders | Products | Conditions | Protocols | Science

FAQ - NeoGenesis Orders


How do I become a Stockist / Wholesale partner?

You can sign up as a Wholesale Partner on our NeoGenesis Australia Pro website: https://neogenesispro.com.au/registration/

I don’t have a Skin Therapist.  How can I purchase your products?

You may purchase our products through our retail website at NeoGenesis.com or call our Customer Service at +61 (2) 82033339.  We can also guide you to one of our skin care clinics that can do phone/video consults if you prefer.

If you have been approved for a Professional account, you can purchase products on NeoGenesisPro.com.au

Return Policy

Can I return my product?

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 +61 (2) 82033339.  If we want the product(s) back for any reason, we will send you a call tag.

We do not offer a money-back guarantee for Erase The Day makeup remover.

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.

Click here to view our full Return policy.


Do you offer discounts or coupon codes?

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.

Do you offer free samples?

No, we do not offer free samples, but we do sell travel sizes of our products. What we do offer is 100% guarantee on our topical skin care products so you can purchase with confidence.

Shipping Information

What countries do you ship to?

NeoGenesis offers shipping worldwide, please see below for rates or you can call Customer Service +61 (2) 82033339 for a quote.

How much do you charge for shipping?

For shipping through USPS International, please call Customer Service at +61 (2) 82033339 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 +61 (2) 82033339 for the additional shipping cost.  

How do I get my tracking number?

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.