Purchasing and Returns

1. How do I know which Proactiv System to order? 72 found this answer useful

Take our 'How Do I Choose Quiz'. By answering a few simple questions, we can help you choose the Proactiv System that is best suited to your skin for optimal results.

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2. How do I place an order on the website? Can I change my order during checkout? 18 found this answer useful

There are 5 different Proactiv Systems to choose from depending on your requirements.

Simply select the Proactiv System you want from the options on the left side menu in the Products section and click the ‘Add to Cart’ button.

You can then either 'Checkout' or continue shopping. Your shopping cart remains in the top right corner for you to view or checkout at anytime. 

Once you have chosen to 'Checkout', there are 3 steps in the checkout process:

• Your Information

Provide your basic information such as name and email address.

• Shipping & Billing

Fill out your contact details, your credit card billing address and the address you want us to ship to if it differs from the billing address. Then provide your credit card type, number and expiration date. 

• Review & Finalise Order

This page allows you to review all the information you have provided, as well as the items you have ordered and pricing. You can also edit quantities on this page. If you wish to remove an item from your order, simply set the quantity to 0. When you're ready to submit your order press 'Place Order'. You will then receive a confirmation email with an order summary.
 
If you wish to return to shopping at any time during the Checkout process, simply click the ‘Continue Shopping’ button on the left side menu.

During checkout, you will be asked to provide:
• Your email address
• Your credit card billing address
• The delivery address if it differs from the billing address
• Your credit card type, number and expiration date.

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3. How can I be sure my order has been received? 138 found this answer useful

When you submit your order you will be given an order reference number. You will also receive a confirmation email within 24 hours. This email includes the reference number as well as a customer service telephone number should you have any questions.

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4. How long will it be before I receive my order? 588 found this answer useful

Please allow 7 - 10 working days for delivery (subject to stock availability).

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5. What if an item I’ve ordered is out of stock? 21 found this answer useful

Although we make every effort to maintain stock and satisfy our customers, occasionally we are out of certain items. If an item is temporarily out of stock, we will mail you with a backorder notification. 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. Please call 1800 500 903 anytime with any questions about out-of-stock items.

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6. Are there other ways to place my order? 53 found this answer useful

Yes. If you prefer not to order online, you can call us on 1300 557 337.

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7. What payment methods do you accept? 103 found this answer useful

Whether you are placing your order over the web or over the phone with one of our friendly sales agents at our call centre, we accept Visa, Mastercard and American Express.

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8. When will my credit card be charged? 139 found this answer useful

Your credit card will not be charged until your order is shipped

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9. I'm nervous about using my credit card online. Is my order secure? 39 found this answer useful

Your name, address, credit card information, and all billing information are secured using SSL (Secure Socket Layers). Your credit card information is captured and stored separately from your order to prevent unauthorised use. If you prefer, you may also call the toll-free numbers listed in the shopping cart to place your order.

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10. I receive an expired certificate warning when trying to purchase. Is there a problem with your certificate? 8 found this answer useful

No. To verify our certificate status, click on the Comodo logo located in our shopping cart. Some unpatched older browsers are subject to a Y2K (year 2000) bug that causes the browser to report that the "Certificate Authority is Expired." The security of these browsers and our site will still function properly to secure your data. To avoid getting this warning, we recommend that you upgrade to a newer version of your browser.

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11. How much will I be charged for postage and handling? 61 found this answer useful

Standard postage and handling charges are as follows:

• 30 Day Proactiv Systems (3 Step System, ProactivPlus & Ultimate) - $9.99
• 90 Day Proactiv Systems (3 Step System, ProactivPlus & Ultimate) - $12.99
• All other orders are charged at a flat postage and handling fee of $12.99.

NB: These are standard postage and handling charges only. Postage and handling may differ based on the offer you take up. Please check the postage and handling charges displayed on screen.

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12. Can Proactiv be shipped to international addresses? 25 found this answer useful

Yes. Please visit our international site at proactiv.net for further information and pricing details.

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13. What if I’m not happy with the product? 133 found this answer useful

Proactiv is backed by The Proactiv Promise: a 60 day money back guarantee. Simply try Proactiv for up to 60 days (from date of purchase). If you are not totally satisfied with the results, simply return the bottles - even if they are empty, within 60 days of purchase - for a complete refund of the purchase price (less postage and handling). Simply contact our friendly Customer Care Consultants on 1800 500 903 to arrange a replacement or return. Your Customer Care Consultant will provide all necessary details to process your request.

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14. Can I buy Proactiv products individually? 81 found this answer useful

Yes, the entire Proactiv range is available to buy individually at full retail price. Buy individual products here.

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15. What is the difference between being an ActivMember and buying the products individually from the website? 53 found this answer useful

ActivMembers receive continuing shipments of Proactiv at low Member prices instead of retail price.

They can manage their account online through www.myproactiv.com.au, where they are able to personalise what their regular Proactiv deliveries contain as well as their frequency. ActivMembers also have access to the entire Proactiv range at special preferred customer prices, and they can take advantage of special offers and sales.
More information about Proactiv ActivMember benefits.

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16. Are customers able to pay through PayPal? 56 found this answer useful

No, at this stage we don't have a PayPal facility.

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17. Additional Help 14 found this answer useful

If you don’t see the answer you’re looking for here, feel free to Contact Us.

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18. Am I able to change my Proactiv System at a later date if I wish? 47 found this answer useful

Absolutely! Once you have purchased Proactiv, we will send you a customer number that you can use to login to www.myproactiv.com.au and personalise your Proactiv deliveries to suit you.

You can choose how often you'd like your System delivered to your door from every 4 weeks to every 20 weeks or anything in between. Continue to use that System or personalise each delivery.

Plus you can also change your Proactiv System size up and down, as you need it. If you've joined on a 3 Step System you can move to a higher pack once per delivery period, and you'll just pay the cost of the plan you use that month. And don't forget you can personalise these Systems too!

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19. What if I don't want Proactiv every 3 months, but prefer it to come every 4 months? 343 found this answer useful

After you have purchased your first System, you will then be given a customer number which will enable you to logon at myproactiv.com.au and manage your account. From here you can tell us how frequently you would like your deliveries to arrive, as well as what you would like to receive in each delivery.

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