Proactiv's COVID-19 Updates & FAQs

A message from our General Manager



To all our valued Proactiv customers,


In these uncertain times, we don't want to add to the noise or the clutter of your inbox. However, we do want to make sure you know about all of the services and resources available to you as part of your Proactiv membership.


Please know that our operations are running as expected. We’re shipping with some delays on select Proactiv Solution 90 day kits and Complete Duos. We appreciate your patience and apologize for the inconvenience. We’re working closely with our supply chain to ensure you’re getting your favorite Proactiv products when you need them. As we remain up and running, we are ensuring that our top priority is the health and safety of our employees.


As we've begun to hear from some of you with questions relating to COVID-19, we've compiled responses to some FAQs below.


If you have any additional questions or concerns, we would love to hear from you. You can interact with us on Instagram and Facebook; you can email us at talktous@proactiv.com; you can reach us via online chat, accessible every day between 8 AM and 10 PM Eastern Time; or you can call our customer service line at (800) 309-4796.


Our call centers are open 7 days a week from 9 AM – 8 PM Eastern Time. If you'd like to adjust your subscription or make any changes to your shipment outside of these hours, you can always log in to your account at proactiv.com.


Please know we are here for you — whether it's using our flexible shipment planner so you can adjust when you receive your products, changing your shipping address if your child had to leave campus or you had to relocate during this time, or maybe it's just trying a new mask to practice more soothing self-care amidst the chaos.


Lastly, and maybe most importantly, take care of yourself and your loved ones during this time. Taking care of yourself includes doing things you love, staying hydrated, and yes, even keeping up with your skincare routine.


My best,


Shannon Pappas

General Manager, Proactiv

Proactiv’s parent company, Galderma, is the world’s largest independent global dermatology company. Here’s some more information on how Proactiv and Galderma are contributing to the COVID-19 relief efforts worldwide.

· After learning that healthcare professionals are experiencing dry and irritated skin from wearing protective masks for long periods of time, Proactiv donated skincare products to healthcare workers on the front lines in various cities across the US.


· Galderma began producing and shipping hand sanitizers at a factory in France to support local hospitals and healthcare providers.


· Cetaphil, another brand in the Galderma family, donated hydrating lotion and hydroalcoholic gel for doctors and nurses at hospitals across Italy.


· Extra protective overalls and coats from Galderma’s center of excellence in aesthetics in Uppsala, Sweden were donated to a local university hospital for staff to use when treating COVID-19 patients.


· Galderma’s Nordic branch also donated 3,000 bottles of Cetaphil moisturizers for staff on the frontlines at local Uppsala hospitals.

Proactiv Customer Frequently Asked Questions

How are you handling the COVID-19 situation? What are you doing to protect your employees and customers?

The health and well-being of our customers and our employees is at the core of everything we do. At Proactiv we are committed to doing our part to reduce the transmission of COVID-19 and are strictly adhering to all local and federal government guidelines. We have also implemented precautionary steps to protect the health and safety of our community, from work from home policies in the US to decreasing the staff and hours at our call centers abroad.

Should I be concerned that my shipment/and or packaging has been contaminated?

Per the CDC, currently there is no evidence to support transmission of COVID-19 associated with imported goods. We are continuing to monitor official CDC communication closely, and information will continue to be provided on the Coronavirus Disease 2019 (COVID-19) website as it becomes available.

Is my shipment going to be delayed?

As of right now, we’re shipping with some delays on select Proactiv Solution 90 day kits and Complete Duos. We appreciate your patience and apologize for the inconvenience. We’re working closely with our supply chain to ensure you’re getting your favorite Proactiv products when you need them. You can always log in to your member account on Proactiv.com and click on “Manage my Shipments” to check on the status of your shipment and email us at talktous@proactiv.com if you have any questions.

How do I manage my Proactiv account during this time?

As a Proactiv member, you can track your shipments, change your shipping frequency or customize the products you want to receive in your next kit by logging in to your online account here. You can also email us at talktous@proactiv.com.

I need to cancel my membership, how do I do this?

You can cancel by calling Customer Service at (800) 309-4796. Please know that our call centers are open 7 days a week but we have decreased the staff and hours at our call centers to 9 AM – 8 PM ET. This may cause longer hold times however the reduced hours is a result of the precautionary steps we have taken to protect the health and safety of our community. Another option is to cancel via online chat, which you may on access on www.proactiv.com by either logging into your member account or via the Contact Us page. Online chat remains available 8 AM – 10 PM ET, 7 days a week.


Instead of cancelling, you can also simply make changes to your account including delaying shipments for up to 90 days by signing in at www.proactiv.com. If you choose to delay a shipment or cancel your order you can also contact us via email at talktous@proactiv.com and we will respond to all your messages as quickly as possible under these circumstances. We appreciate your patience during this time.

I can’t reach the customer service line. What can I do?

We have decreased the staff and hours at our call centers to 9 AM – 8 PM ET, which may cause longer hold times as a result of the precautionary steps we have taken to protect the health and safety of our community.


Rather than wait, we encourage you to sign in to your account at www.proactiv.com to make changes to your account, like updating the products in your kit, updating account information, checking order status and accessing our full line of products directly from your smartphone or computer.


You can also simply make changes to your account, including delaying shipments for up to 90 days. You may also contact us via email at talktous@proactiv.com and we will respond to all your messages as quickly as possible under these circumstances.

Will I be able to speak with someone on your online Chat to make account updates?

Our current chat function on Proactiv.com operates separately from our call centers and will remain available to customers from 8 AM – 10 PM ET, 7 days a week. If we make any adjustments to the schedule, we will continue to keep our community updated.

If I am not supposed to touch my face, how should I use your products?

We recommend that you review the CDC guidelines for proper handwashing to ensure that hands are clean and sanitary before applying any products you may need to use.