Customer Service

  • Are NeuEve products supported by clinical studies?

    Third-Party Customer Survey Study Typeform, a reputable third-party survey company trusted by brands like Apple, Airbnb, Uber, and Nike, conducted an extensive survey of NeuEve users. One month after purchasing a NeuEve product, participants received an email requesting feedback. The survey aske...

  • Can you give me your phone number? I want to order your product by phone.

    We manage thousands of customers and cannot do phone calls and we do not handle credit cards by phone. Please purchase your product online on the website https://www.neueve.com/collections If you have any question about NeuEve, click on FAQ on the banner. Type your question keyword in the sear...

  • How do I Skip, Pause or Cancel my Subscription?

    To Skip, Pause or Unsubscribe from Auto-Delivery of NeuEve, please watch this video:

  • How long the cream last after opening the jar?

    "I opened the cream jar last year but I forgot to finish it. The expiration date is not reached. Can I still use it?" About shelf life of cosmetics, there are two concepts. Expiration date. This is often written on the package. Sometime as it is written as "best before..." This means that if y...

  • How to change credit card for subscription

    Please watch this video to see how to change the credit card for your subscription.

  • How to Create your Account

    To create your account, or manage your account, i.e. change from silk to silver to gold, or skip, cancel, pause, or change addresses, please watch this video:

  • I am 15 and have BV. I want to purchase NeuEve BV Clear.

    Thank you for reaching out. NeuEve is a self-care product. If you feel that your condition can be cared by yourself, you can try it. However, your age may be considered as minor. We would love to help you if one of your senior family members like mother or an older sister who is over 18 could g...

  • I did not choose subscription for BV Clear but your website tricked me and charged me the second time

    Maybe you wanted a one-time purchase and did not want subscription. When you place the order, there were two choices: - One time purchase - Subscribe & Save (Min. 3 Months). You might have clicked the second button to place the order. We understand that you are upset and thought that so...

  • I feel like it's super imposing to ask for a tip.

    Thank you for sharing your feedback with us. We truly appreciate your input. Regarding your concerns: As a small company, we partner with Shopify to handle payment transactions. While we may not have direct control over the specific payment process, we can confirm that Shopify employs secure me...

  • Juno Lab offers a group discount to NeuEve customers

    New Discount for Juno Microbiome Tests! Juno has been very kind to give us all a $20 discount for one time ordersDr. Chang recommends that if you have AV, BV, or CV, to please get a test before treatment with AV-Nil, BV Clear, or CV Ease, immediately after treatment, and 1-3 months after. Click ...

  • Please change Autoship to Silk/Silver/Gold?

    If you wish to change your subscription please watch this video: If you need to create your account, please watch this video:

  • Shipping from factory

    I just sent you an invoice to your email. After you pay it please send me a notice. This will allow me to pack the order for you and ship it from the factory. If I do not receive a notice, the order will be uploaded to the warehouse in Chicago. They do not have these products in the warehouse. T...

  • The cream is gritty and not creamy. It is not helping my atrophy as well as before.

    Thank you for reaching out. We understand your frustration. Let me explain. The product is sensitive to hot temperatures. Maybe the outdoor temperature was really hot when the product was shipped. During shipment, the product might have been exposed to triple-digit hot temperatures that melted...

  • The tracking says my package is delivered to my mailbox, but I have not received the package. Please help!

    Thank you for reaching out. We understand your frustration. Would you please check deep inside your mailbox, your front doorway, porch, and garage? Would you please ask your family members if anyone has received a package on your behalf? Some post offices hire temporary workers, often a volunt...

  • The tracking says the package was delivered but I did not receive it.

    There are several possibilities when you received a notice saying the package is delivered but you did not see it: 1) It is deep inside in your mailbox. Please check it again. 2) It is placed at your doorway, front porch, or at your front door. Some customers use their garage to enter the house...

  • Why did you remove the 30-day money-back guarantee?

    Painful sex is often associated with vaginal atrophy, which is an aging outcome. Thus, reversal of vaginal atrophy is like to reverse aging. It is an uphill battle because people get older every day. It requires patience and persistence. There is no quick fix. The recovery takes time. It often ...

  • Why do you not provide free samples?

    Thank you for reaching out with your request. We understand the importance of trying a product before committing to a purchase, especially when it comes to health and wellness. Our products are designed to address complex issues that often require a longer-term commitment to see significant resu...

  • Your cream jar sealing is incomplete. The cream becomes defective as it has small bubbles with a darker color.

    Thanks so much for reaching out! I completely understand your concerns about the balm cream, and I'm here to help clarify things for you. Firstly, our balm cream is designed with a robust formulation that includes plenty of antioxidants, making it incredibly resistant to oxidation. So, even if i...