FAQ
Frequently Asked Questions
Q. How do I use Neutralyze® Moderate To Severe Acne Treatment Kit?
A. Please take a few minutes to watch our new Neutralyze® 2.0 How To Use Video.
Q. Which acne-related skin conditions does Neutralyze® Anti-Acne Solution work for?
A. Neutralyze® is effective on moderate to severe acne, including cystic acne, pimples, blemishes, whiteheads, blackheads, acne scars and post acne marks. We've also had many reports from customers that our Nitrogen Boost® Skincare Technology helps with other skin conditions such as rosacea, eczema, psoriasis, dermatitis, folliculitis and razor bumps.
Q. What is Nitrogen Boost® Skincare Technology?
A. Nitrogen Boost® Skincare Technology enhances your skin’s natural healing capabilities to help quickly reduce redness, irritation, and inflammation. When you combine Neutralyze® Clearing Serum and Neutralyze® Synergyzer™ directly on your skin, it activates to deliver low levels of nitric oxide, a beneficial substance produced naturally by the human body. Nitric oxide helps increase blood flow to stimulate healing and visibly improve complexion.
Q. Can the Clearing Serum be effective on its own, without the Synergyzer™?
A. Yes, but it will be less effective as compared to using both products together, as directed. Neutralyze® is based on our multi-patented Nitrogen Boost® Skincare Technology, which works optimally when our Clearing Serum is combined with our Synergyzer™ directly on your skin.
A. No, while the skin conditioning benefits will still be there, the overall effect will be significantly less, and have little to no impact on your acne condition(s).
Q. Should I use the same amount of Clearing Serum and Synergyzer™ during each application?
A. Yes. Apply the same amount of both products directly to the entire affected area, so that they mix together on the skin (at a 1:1 ratio). Most users with persistent moderate to severe acne will apply both products to the entire face, while other users with occasional breakouts prefer to apply both products sparingly to blemishes or small problem areas, as needed. With that said, in order to achieve maximum benefit in terms of preventing future breakouts, it is recommended that you apply all 3 phases of the Neutralyze® regimen to your entire face (or other affected area).
A. We've found that about 3-5 minutes is optimal so that our Clearing Serum has time to work independently - removing the top layer of damaged skin, prior to applying our Synergyzer™. With that said, we've had many customers report excellent results when using these products immediately after each other. As long as these 2 products mix together on your skin, you should achieve excellent results.
Q. After I apply the Clearing Serum and the Synergyzer™, how long do I leave it on?
A. The longer that our Clearing Serum and our Synergyzer™ can remain in contact with your skin, the longer they can continue working effectively. Do not wash these products off immediately after you apply the 3-step regimen.
Q. Do these products contain any harmful chemicals and are they tested on animals?
A. All Neutralyze® products are 100% non-comedogenic, sulfate-free, fragrance-free, paraben-free, cruelty-free (never tested on animals).
Q. How often should this regimen be used?
A. Neutralyze® Anti-Acne Solution is recommended for use 2 times per day. Typically, patients will apply the products once in the morning and once in the evening.
Q. Do I need to use a moisturizer after I apply the products?
A. Neutralyze® Synergyzer™ contains skin conditioning ingredients which help to prevent over-drying. However, if you normally use a moisturizer due to having oily, acne-prone skin, you should continue to do so. Simply allow the products to dry for 3-5 minutes, then go ahead and apply moisturizer.
Q. Should I wear sunscreen after I apply the products?
A. Yes, if you are going to be in the sun, you absolutely need to apply sunscreen after using the products. Simply allow the products to dry for 3-5 minutes, then go ahead and apply sunscreen.
Q. Can I wear makeup after I apply the products?
A. Of course! After you apply our Clearing Serum and our Synergyzer™, simply allow the products to dry for 3-5 minutes, then go ahead and apply makeup.
A. During our Neutralyze® Consumer Study, a majority of participants reported a noticeable improvement within the first 2-3 days (some within the first 24 hours). However, others required 7-10 days of consistent, 2x/day use to notice any improvement. After 4 weeks, your skin should appear clearer, smoother and overall healthier. If after 4-6 weeks you are not seeing results, please contact us directly.
Q. The bottles leaked and/or opened during shipping, what do I do?
A. Unfortunately, Amazon gives us no say in what shipping methods/provider they choose to send our products. If your item has leaked or been opened during shipping, please contact us for a free and immediate replacement.
Q. I've noticed a slight stinging sensation after applying this, is that normal?
A. AHA/BHA exfoliants have to be acidic enough to exfoliate dead skin cells clogging the pores. This means that the product should have a pH of 3.3-3.5. Due to the lower pH, you may experience a slight burning/stinging sensation. Higher pH products won’t sting, but they also won’t clear pores effectively. Most users who have experienced this sensation report the feeling fades/disappears after a few uses. If for any reason you find our products to be too irritating or uncomfortable after the initial few applications, discontinue use and contact us directly.
Q. Can Neutralyze® be used in conjunction with other skincare regimens?
A. Please consult with your dermatologist before combining these products with any other acne medications or skincare serums. In order to avoid irritation, Neutralyze® should not be used directly after any chemical peels which are designed to remove the top layers of skin. You should also not take any oral acne medication while using this treatment unless directed to do so by a doctor. When utilized properly, Neutralyze® is in itself, a complete anti-acne solution, capable of treating moderate to severe acne (as well as other acne-related skin conditions).
Q. I'm noticing a slight redness of the skin when applying, is that normal?
A. Depending on your skin tone, you may notice increased blood flow to the affected area when using Neutralyze® Clearing Serum and Neutralyze® Synergyzer™, which may result in pinkening or slight redness of the skin for a short time. As long as you aren’t experiencing any ongoing discomfort or irritation when applying the products, this is a very good sign that the products are working! Our multi-patented Nitrogen Boost® Skincare Technology creates low levels of nitric oxide, a beneficial gas produced naturally by the human body, which causes localized vasodilation (gentle widening of the blood vessels underneath your skin) to stimulate healing and visibly improve complexion.
Q. Have clinical studies been conducted on these products?
A. Yes. A recent clinical study on Neutralyze® was conducted and overseen by Triple Board Certified Plastic Surgeon, Gregory W. Chernoff, M.D. F.R.C.S. The results indicated that, out of 100 patients enrolled, 95% had positive results. Kantian Skincare, LLC has also conducted a microbiological study and multiple consumer studies, all achieving significantly positive results.
Q. What safety testing has been conducted on these products?
A. Neutralyze® has passed all cGMP required safety testing for the manufacturing of OTC anti-acne treatments; including RIPT (skin sensitivity testing), stability/compatibility, and regulatory validations.
Q. How long will Neutralyze® Anti-Acne Solution last?
A. Based on the recommended application of 2x/day, our 3-step system is designed as a 90+ day supply. Actual duration varies from person to person, since the “affected area” in acne patients varies greatly. For example: Patient A has a few spots that break out here and there, and Patient B suffers from “back-ne” (acne of the back). Patient A may take several months to use up the products, while Patient B may go through them more quickly.
Q. Will Neutralyze® Anti-Acne Solution help the pimples on my back, chest and body?
A. Yes. Neutralyze® will clear acne pimples, blackheads, etc, anywhere on the body - on the back, chest, and shoulders, etc.
Q. How long can I use this product? I don't see an expiration date on some of the bottles.
A. All of our Neutralyze® products are good for up to 12 months after opening, and 24 months if left sealed. We generally produce in small batches to ensure you get a fresh product.
Q. Will this bleach towels?
A. Salicylic acid and Mandelic acid are not bleaching agents and should not affect fabrics.
Q. I'm allergic to nuts, will mandelic acid cause me to have an allergic reaction?
A. People with nut allergies are not at risk due to the presence of mandelic acid in our products - they are 100% safe for your skin. We actually use synthesized mandelic acid (instead of natural mandelic acid that is actually extracted from almonds) in Neutralyze® Clearing Serum & Neutralyze® Face Wash formulation, which is done specifically so that our products are safe for everyone.
Q. Help! I'm breaking out even more than before!
A. One of two things is happening: your skin is either purging or you are having a reaction/adjusting to a new skincare product.
Purging is the skin's way of eliminating excess sebum or impurities underneath the skin, generally through the initial process of breaking out. It sometimes occurs when using an acne-related product (cleansers, exfoliants, and other topical medications such as salicylic acid, retin-a/tretinoin, and benzoyl peroxide). Some pore blockages come out easily, while others do not, which then causes a whitehead or an inflammatory pimple.
Reactions to new products can also cause initial breakouts (along with irritation and other symptoms). Some people may be more sensitive than others, especially when using topical medications that exfoliate the top layer of damaged skin. The thinner the top layer, the more prone you may be sensitivity or allergic reactions. Unlike purging, new product reactions can occur with a full range of skincare and facial makeup products. Over time these reactions should subside.
How long the initial breakout may last differs from person to person. It depends on how sensitive your skin is, and also the extent of your acne was before you started the new product. For example, a person who had a face full of clogged pores may experience a more severe initial breakout than a person only suffering from a blackhead on the side of his/her nose.
The best advice is to stick with it. Any legitimate skincare treatment will take time and consistency to work. Taking care of your skin is a long term commitment.
Q. Do you have Free Shipping available?
A. Yes! Standard Shipping is FREE for all USA orders over $30. Most orders ship within 24-48 hours of purchase and typically arrive within 4 to 6 business days. We currently ship within the United States only - international shipping is not available at this time. See our full shipping policy here.
Q. What is your return policy?
A. Neutralyze® offers a 60-Day, 100% Money Back Guarantee. If for any reason you are not completely satisfied with your purchase, we offer a full refund less shipping - no need to return the products. Simply email customerservice@neutralyze.com, call us toll-free at 855-460-ACNE, or use the chat feature on our website. The guarantee is limited to one item per customer; if you purchase multiple items and are unsatisfied, we will refund your most recent transaction. See our full return policy here.
Q. How does the Neutralyze Subscribe & Save (auto renew) program work? Can I cancel anytime?
A. Our auto renew subscriptions save you 15% on every order and renew automatically on your chosen schedule. You can cancel, pause, or skip your next shipment at any time - there is no minimum commitment and no cancellation fee. To make changes, log in to your account on neutralyze.com, or email customerservice@neutralyze.com and we will take care of it for you. To avoid an upcoming charge, cancel before your next scheduled billing date. Orders already processed ship as normal and are covered by our 60-Day Money Back Guarantee.
Q. How can I contact Neutralyze customer service?
A. Email us at customerservice@neutralyze.com (we typically respond within 24 to 48 hours, excluding weekends and holidays), call us toll-free at 855-460-ACNE, or use the live chat feature on our website. Mailing address: Kantian Skincare, LLC, 496 Smithtown Bypass, Suite 305, Smithtown, NY 11787, United States.
Q. Is Neutralyze® safe for sensitive skin?
A. Neutralyze® was formulated with sensitive skin in mind: all products are non-comedogenic, sulfate-free, fragrance-free, and paraben-free, and mandelic acid is one of the gentlest AHAs available (its larger molecule penetrates the skin more slowly than glycolic acid). A brief tingle during the first few applications is normal for an effective low-pH exfoliant. If you experience ongoing irritation, reduce use to once per day, and discontinue and contact us if it persists.
Q. Is Neutralyze® suitable for teenagers?
A. Yes. Neutralyze® is designed for both teens and adults, men and women. Teen acne often responds well to consistent 2x/day use of the full 3-step system. Learn more in our guide to acne treatment for teens.
Q. Does Neutralyze® work on dark skin tones?
A. Yes. Neutralyze® is formulated for light, medium, and dark skin tones. Our Clearing Serum also helps fade dark spots and post-acne marks (hyperpigmentation), which can be a particular concern for deeper skin tones, while mandelic acid is widely regarded as one of the most pigmentation-friendly exfoliating acids.
Q. Which is better for acne: salicylic acid or mandelic acid?
A. They work better together than either does alone. Salicylic acid (a BHA) is oil-soluble, so it penetrates and unclogs pores; mandelic acid (an AHA) gently exfoliates the surface and helps even skin tone. Neutralyze® combines 2% salicylic acid with 1% mandelic acid in both our Face Wash and Clearing Serum. Read our full comparison: Salicylic Acid vs Mandelic Acid.
Q. Can I use Neutralyze® with benzoyl peroxide or retinol (tretinoin)?
A. We recommend caution when layering strong actives. Neutralyze® is a complete anti-acne system on its own, and combining it at the same time of day with benzoyl peroxide, retinol, or prescription tretinoin can increase dryness and irritation. If you want to keep another active in your routine, use it at the opposite time of day and consult your dermatologist first. Learn more: using benzoyl peroxide and salicylic acid together.
Q. Can I use Neutralyze® while pregnant or breastfeeding?
A. Please consult your doctor or OB-GYN before using any acne treatment while pregnant or nursing. Neutralyze® contains topical salicylic acid and mandelic acid; your doctor can advise whether it is appropriate for your specific situation.
Q. Is Neutralyze® cruelty-free?
A. Yes. All Neutralyze® products are cruelty-free and never tested on animals. They are also non-comedogenic, sulfate-free, fragrance-free, and paraben-free, and manufactured under cGMP safety standards for OTC acne treatments.
Q. Does Neutralyze® work on cystic acne?
A. Yes. Neutralyze® was specifically designed for moderate to severe acne, including cystic breakouts. The 2% salicylic acid penetrates deep into pores while our Nitrogen Boost® technology helps calm the redness and inflammation that make cystic acne so painful. Consistency matters most: use the full 3-step system twice daily. Learn more: best face wash for cystic breakouts. For very severe or painful cystic acne, we also recommend seeing a dermatologist.
Q. How does nitric oxide help acne?
A. Nitric oxide is a molecule your body produces naturally to increase local blood flow and support healing. When Neutralyze® Clearing Serum and Synergyzer™ mix on your skin, our multi-patented Nitrogen Boost® technology delivers low levels of nitric oxide to the affected area, helping reduce the redness and inflammation that accompany breakouts while supporting your skin's own repair process. Read more: how nitric oxide fights inflammation.
Q. Do I need a prescription for Neutralyze®?
A. No. Neutralyze® is an over-the-counter (OTC) acne treatment - no prescription or doctor's visit required. It combines 2% salicylic acid (the maximum OTC strength) with 1% mandelic acid and our Nitrogen Boost® technology. If your acne is very severe or not responding after 4-6 weeks of consistent use, we recommend consulting a dermatologist.
Q. Is Neutralyze® FDA approved?
A. Salicylic acid, the active ingredient in Neutralyze®, is recognized by the FDA as an over-the-counter acne treatment active. All Neutralyze® products are manufactured in cGMP-compliant facilities and have passed the required OTC safety testing, including RIPT skin sensitivity testing, stability/compatibility testing, and regulatory validations.
Q. Can I use niacinamide, hyaluronic acid, or vitamin C with Neutralyze®?
A. Hydrating and soothing ingredients like hyaluronic acid and niacinamide generally pair well with Neutralyze® - apply them after the 3-step system has dried for 3-5 minutes, as you would a moisturizer. Strong vitamin C serums (L-ascorbic acid) are also a low pH exfoliating active, so use them at the opposite time of day to avoid irritation. When in doubt about combining actives, ask your dermatologist.
Q. Does Neutralyze® help fade acne scars and dark spots?
A. Yes. Neutralyze® Clearing Serum works to correct dark spots, post-acne marks, and blotchiness, while mandelic acid gently exfoliates to even skin tone over time. Daily sunscreen is essential while fading dark spots - sun exposure makes hyperpigmentation worse. Deep, pitted scarring is best addressed by a dermatologist.
Q. Can men use Neutralyze®? Does it help with razor bumps?
A. Absolutely - Neutralyze® is designed for both men and women, and works on the face, chest, back, and body. Many customers have also reported improvement with folliculitis and razor bumps. See our men's guide to dealing with acne.
Q. In what order should I apply Neutralyze® in my skincare routine?
A. Step 1: cleanse with Neutralyze® Face Wash and pat dry. Step 2: apply Clearing Serum to the affected area and wait 3-5 minutes. Step 3: apply an equal amount of Synergyzer™ over the serum so they mix on your skin, then wait another 3-5 minutes. After that, apply any moisturizer, sunscreen (daytime), or makeup as usual. Repeat morning and evening.
Q. What age is Neutralyze® appropriate for?
A. Neutralyze® is designed for teens and adults. For children under 12, please consult a pediatrician or dermatologist before starting any acne treatment.
Q. Where can I buy Neutralyze®?
A. You can order directly from neutralyze.com - with free US standard shipping on orders over $30, our 60-Day Money Back Guarantee, and a 15% auto renew subscription discount - or find Neutralyze® products on Amazon.
Q. Does Neutralyze® contain benzoyl peroxide?
A. No. Neutralyze® is benzoyl peroxide-free. Instead, it combines 2% salicylic acid, 1% mandelic acid, and our Nitrogen Boost® nitric oxide technology. This makes it a great option if you find benzoyl peroxide too drying or irritating, or dislike that it can bleach towels and fabrics (Neutralyze® will not). Learn more: benzoyl peroxide and salicylic acid together.
Q. Does Neutralyze® work for adult and hormonal acne?
A. Yes - Neutralyze® treats moderate to severe acne in adults as well as teens, including breakouts that persist into adulthood. If you suspect your acne is strongly hormonal (for example, tied to your cycle or a condition like PCOS), a dermatologist can advise whether to pair a topical system like Neutralyze® with other treatment; many adults use it as their core daily regimen.
Q. What are Neutralyze® Exfoliating Pads and how do I use them?
A. Neutralyze® Exfoliating Pads (100 count) are dual-textured acne treatment pads soaked in our low-pH salicylic acid + mandelic acid formula. They control oil, improve skin texture, and fight breakouts on the face, chest, back, and body. Wipe a pad over clean skin wherever needed - they are perfect for on-the-go touch-ups after workouts, travel, or long days when a full routine isn't practical.
Q. What is Neutralyze® Renewal Complex and when should I use it?
A. Renewal Complex (3.4 oz) is our award-winning moisturizer for acne-prone skin with time-released 2% salicylic acid + 1% mandelic acid. It is an all-in-one acne moisturizer, blemish control, and anti-aging cream that keeps skin continuously exfoliated, hydrated, and even-toned throughout the day. Use it as the moisturizer step of your routine - after cleansing (and after the Serum + Synergyzer™ have dried, if you use the full system).
Q. Can I use the Exfoliating Pads or Renewal Complex together with the 3-step kit?
A. Yes - all Neutralyze® products are formulated as one family around the same salicylic + mandelic acid complex, so they are designed to work together. A common routine: Face Wash and the Serum + Synergyzer™ morning and evening, Renewal Complex as your moisturizer, and Exfoliating Pads for on-the-go use or body breakouts. Because every product exfoliates, watch for signs of over-exfoliation (persistent dryness or irritation) and scale back frequency if needed.
Q. Is Neutralyze® made in the USA?
A. Yes. Neutralyze® products are made in the USA in an FDA-registered, cGMP-certified manufacturing facility.
Q. Does diet cause acne? Do chocolate or dairy make you break out?
A. No single food has been proven to cause acne for everyone. Research suggests high-glycemic diets (sugary foods and refined carbs) and, for some people, dairy may contribute to breakouts - but this varies person to person. A balanced diet supports overall skin health, and a consistent topical routine addresses the acne directly. For more natural lifestyle tips, see 5 ways to help your body eliminate acne naturally.
Q. Do sweat and workouts cause breakouts?
A. Sweat itself doesn't cause acne, but sweat trapped against the skin - combined with friction from tight workout clothes, helmets, or equipment - can clog pores and trigger breakouts. Cleanse as soon as possible after exercising (Neutralyze® Face Wash, or an Exfoliating Pad when you're on the go), use clean towels, and change out of sweaty clothes promptly.
Q. Should I pop my pimples?
A. No. Popping pimples pushes bacteria and debris deeper into the skin, increases inflammation, and significantly raises the risk of dark marks and permanent scarring. Instead, treat the area with your Neutralyze® routine and let the blemish resolve. For large, painful cysts that need fast relief, a dermatologist can treat them safely.
Q. How can I prevent acne scars?
A. The best prevention is treating acne early and consistently, never picking or popping blemishes, and wearing sunscreen daily (sun exposure darkens post-acne marks). Neutralyze® Clearing Serum also helps fade existing dark spots and post-acne marks over time. Deep or pitted scars should be evaluated by a dermatologist.
Q. Can I use Neutralyze® just once a day?
A. Twice daily (morning and evening) is recommended for best results. That said, if you have sensitive skin or are new to exfoliating acids, it's perfectly fine to start with once daily - ideally in the evening - and build up to twice daily as your skin adjusts.
Q. What does non-comedogenic mean?
A. Non-comedogenic means a product is formulated so it won't clog pores - essential for acne-prone skin, since clogged pores (comedones) are where breakouts begin. Every Neutralyze® product is 100% non-comedogenic, as well as sulfate-free, fragrance-free, and paraben-free.
Replacements & Refunds: We stand behind all of our products, and offer a 100% Satisfaction Guarantee. If your product was damaged during shipping and you need a replacement, or you would like a refund, simply contact us to let us know.
STEP 1 FACE WASH™
STEP 2 CLEARING SERUM™
