Proactiv Purchases and Returns

How do I place an order?

When you're done shopping, click "begin checkout" to place your order. If you don't want to order all of the items, simply edit your shopping cart before proceeding to checkout.

During checkout, you will be asked to provide:

• Your e-mail address.
• Your credit or debit card billing address.
• The address you want to ship to.
• Your card type, number and expiration date.

Can I change my order during checkout?

Yes. The "review order" page lists your order information and gives you another opportunity to make changes. Your order will not be placed and your card will not be charged if you do not click "complete your order."

How can I be sure my order has been received?

Once you click "complete your order" on the final review page, we'll give you an order confirmation number. You will also receive a confirmation e-mail within approximately 24 hours. We will send you another e-mail to notify you when your order has been processed.

Is there a way to speed up the checkout process?

Yes. Register to create an Account on our website and you can store your credit or debit card, billing and shipping information on our secure server, so you won't have to key them in every time you check out.

Are there other ways to place my order?

Yes. If you prefer not to order online, you may download an order form and call us with your information at 1-800-730-0500. You can also fax your completed order form to us at 1-515-237-4469, or send it via U.S. mail to:

If you are an ActivMember™ (receiving regular Proactiv shipments), you’re welcome to call toll free to purchase from the full range of Proactiv and Sheer Finish products at 1-800-876-9717.

I can only see the Proactiv 3-Step System offer. How do I see the rest of your products?

Access to the Proactiv online catalog is reserved for current ActivMembers™ (receiving regular Proactiv shipments) who are signed in to their Account at the Proactiv Website. To create an Account, click here.

What forms of online payment does Proactiv® accept?

Proactiv.com accepts credit or debit cards from the following:

• Visa
• MasterCard
• American Express
• Discover/Novus

What if I don't have any of those?

No problem; just use the mail. You can place an order using a check or money order by downloading our order form and mailing it in. Please do not send cash.

When will my card be charged?

Your credit or debit card will be charged when your order is shipped.

Sales Tax

We are required to collect tax on shipments to CA, IA, NC, and PA.

*Delivery from the time package leaves our warehouse. For weekday (Mon-Fri) overnight delivery, orders must be received by 3PM EST, with card authorization and verification obtained.

Does Proactiv ship to international addresses?

Yes. Please visit our international site at proactiv.net.

How do I know if my order has been shipped?

You will receive two emails after you have placed your order and provided us with a valid email address: The first confirms that your order has been received (your order confirmation number will be included); this email should arrive within approximately 24 hours. The second confirms that your order has been processed and is ready to ship ( tracking information will be included).

What if an item I've ordered is out of stock?

If an item is temporarily out of stock, we'll email you a backorder notification, which tells when you can expect to receive the item. If we are permanently out of stock on an item that you've ordered, we will notify you. Any changes will be reflected in your order total and shipping confirmation. Please call 1-800-876-9717 anytime with any questions about out-of-stock items.

What should I do if I have not received my last shipment?

Regular shipments take approximately 2-3 weeks to arrive after their ship date. If your order is late, please contact us online or call 1-800-876-9717.

When should I expect my next shipment?

Regular shipments are due to arrive 2-3 weeks after the ship date. If your is late, please contact us online or call 1-800-876-9717.

How do I return my order?

Please read our money-back guarantee. To return your products, place the merchandise in a box with your original invoice and send it to the address below. If you don't have your original invoice, make sure to include your name and shipping address, as you believe it appeared on the invoice. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

All returns and exchanges should be shipped to:

When will I receive my online or catalog order?

If you selected Regular Shipping, you should expect to receive your order within 2-3 weeks. If you chose Rush Shipping, your order will arrive in 5-7 days business days. Orders shipped via Federal Express take 2 business days to arrive. If your order is late, please contact us online or call 1-800-876-9717.

All Proactiv purchases by ActivMembers™ (those receiving regular Proactiv shipments) are backed by an extended 60-day money-back guarantee. You are welcome to try our products and if you're not totally satisfied with the results, simply return the bottles - even if they're empty - within 60 days of receipt for a complete refund of the purchase price (less shipping and handling). Customers who are not ActivMembers™ enjoy a 30-day return privilege.

To return your products, place the merchandise in a box with your original invoice and send it to the address below. If you don't have your original invoice, make sure to include your name and shipping address as you believe it appeared on the invoice. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

All returns and exchanges should be shipped to:

Proactiv
P.O. Box 10213
Des Moines, IA 50380