This web site does not offer medical advice or attempt to diagnose or treat any skin problem, disease, or skin condition. If you have a medical problem with your skin, please make an appointment to see a dermatologist or with your physician, All products should be used as directed on the product container or on this website. Discontinue using any product that causes irritation (redness, itching, burning, scaling, soreness, or other symptoms)
What is your return policy?
We are committed to providing quality products to our customers. While we hope that you are always satisfied with your Neoteny purchase, we realize there are damage times that you may need to return, Due to the nature of our products, we do not offer refunds or exchange. While we believe completely in the quality of our products, we cannot resell items that have left our warehouse. Due to CDC state and federal guidelines and also for this reason above, all sales are final, unless it arrives to you damaged and/or broken. In such a case, please send a photo of the damaged items, original package to within 24 hours upon receipt of your package and we will gladly replace it for you. We may ask you to send us the broken item.
If you find any discrepancy in order please do not throw away or destroy any part of the packaging, box, or products or we will not be able to assist you to obtain a refund or exchange. It is very important that you retain these materials as we must have them in order to make a claim with the appropriate shipper and without them, it is impossible to submit a claim.
If you will need to return your damaged product, please review the information below. We reserve the right to deny the return or issue a store credit if the item is not returned complete with the original packaging.
•All returns are subject to inspection, Merchandise must be in its original, unopened, and unused
•Returned products that do not meet the return policy criteria will not qualify for a refund and maybe
returned back to the customer at the customer's expense or destroyed by Neotenyskin.com upon
• Please make sure to record your tracking number because we cannot issue a refund until our office
confirms receipt of the returned merchandise. We are not responsible for lost packages.
• All damage product returns will be credited to the original credit card used at the time of purchase.
• Returns will be processed within 1-2 weeks of our office receiving your item.
• Please allow at least 2 billing cycles for the credit adjustment to appear on your credit card statement.
Please Note: We are unable to offer exchanges or refunds for products returned due to skin irritation. We stand by the quality of the products we sell, but certain ingredients (e.g. retinol) may cause irritation to very sensitive skin. To help you avoid irritation or allergic reaction, a full ingredient list is displayed on each product page.
Only items purchased on may be accepted for return. Items purchased from neotenyskin.com cannot be returned or exchanged at retailers that sell Neoteny For Real products.
If your package is refused or undeliverable at the time of delivery or marked return to the sender, an undeliverable package fee will be assessed. The fee is $20.00 for domestic orders and $40.00 for international orders. Please double-check your shipping address before you place an order to avoid incurring this fee.
How long do I have to modify or cancel my order?
The Neoteny warehouse operates as fast and efficiently as possible which means we cannot guarantee a modification to your submitted order. In some instances, an order may be shipped within 30 minutes of the completed purchase. You may, however, request a change to see if it is possible. Order items may be canceled unless they have already shipped. For this reason, cancellations and modifications can never be guaranteed. Your order will reside in a Pending status until the shipping status is confirmed. This typically takes less than 24 hours with the exception of weekends and holidays. No cancelation once the shipment is shipped.