Will I be informed when my order ships?
Yes. After placing your order, you will get two emails. Within 24 hours after ordering, the first email will confirm that your order has been completed and is being processed. The second email will notify you when your order has completed processing and is being prepared to ship. It will also include any relevant tracking information.
How do I check the status or history of my orders?
For any help with current and past orders, you can check your orders page here, or call Customer Service toll-free at 1-888-204-2274.
How do I cancel future shipments?
You can cancel with a quick call to Customer Service at 1-888-204-2274.
How do I return my products?
If you purchased your products from a retailer, please refer to their individual guidelines for return information. To return products purchased at getproactiv.ca, 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, please make sure to include your name and shipping address as it appeared on the invoice.
Please allow 1 to 2 billing cycles from the day you return your package for your account to be credited.
All returns and exchanges should be shipped to:
6590 Millcreek Dr.
Unit 200
Mississauga, ON L5N 8B3
What is Proactiv's Clear Skin Promise?
Your satisfaction is our priority. That’s why we offer a 60-day money-back guarantee from your delivery date to try our products. If you’re not satisfied for any reason, we’ll give you your money back (excluding shipping & handling fees). Only applies to orders from getproactiv.ca. For more information, visit here.
What is Proactiv Perks?
Proactiv Perks is the loyalty program for proactiv. Participants in Proactiv Perks earn points by making purchases at getproactiv.ca. Participants earn 10 points for every $1 they spend on product purchases at getproactiv.ca (excluding discounts, rewards, shipping, and taxes). In addition, participants may earn points by taking certain actions, such as using proactiv’s online tool to refer friends. Once you have accumulated 1,000 points, you’ll be able to redeem the points for a $10 reward.
Who can join Proactiv Perks?
Any Proactiv customer in Canada with an online proactiv account can join Proactiv Perks by opting-in to the program and accepting the terms & conditions. The program is not available where prohibited by law.
How do I join?
If you’re already a Proactiv customer, you simply have to log into your account, opt-in to the program and accept the terms & conditions. If you are not already a customer, you can join Proactiv Perks at checkout by opting-in and accepting the terms & conditions.
Is there a fee to join?
The program is free to join.
How do I earn points?
It’s simple - You earn 10 points for every $1 you spend on product purchases at getproactiv.ca (excluding taxes, shipping and any rewards or discounts). You’ll also earn 300 points upon enrolling in the program. And you’ll have opportunities to earn additional points by referring friends to proactiv. Purchases made at other retail stores are not eligible for points.
How do I get my rewards?
Once you have earned 1,000 points, simply log in to your account and apply your points at checkout from the drop down. If your account has at least 1,000 points, you will be able to redeem 1,000 points for a $10 reward.
What can I use the reward on?
Points can be used on any product purchases such as sunscreen, masks and more. At this time, we are unable to accept rewards for existing subscription orders that are billed monthly. Rewards cannot be redeemed on the same transaction where they were earned.
What is the difference between points and rewards?
Participants earn points for their spending on proactiv.com. Points expire two years from the issue date and are available for participants to redeem at checkout.
How are points calculated?
Points are rounded down to the nearest whole number. For example, if your product purchase totals $41.25, you will receive 410 points.
How many points do I have?
You can check your points balance by logging into your account and going to your Proactiv Perks dashboard.
Once I've earned enough points, how long will it take to receive my reward?
Once you hit that 1,000-point mark, you will be able to redeem the points immediately. Simply go to your Proactiv Perks dashboard and scroll down to Redeem Rewards or apply the points at checkout.
Do points or rewards ever expire?
Points expire two years from the issue date.
What do I have to do to get my enrollment bonus points?
If you are an existing customer, simply join or opt-in to Proactiv Perks at the Proactiv Perks dashboard to receive the 300 points for enrollment. If you are a new customer, at checkout, opt-in to Proactiv Perks and you will receive the 300 points for enrollment.
How do I earn points for referring friends and family?
At the bottom of your Proactiv Perks dashboard (proactiv.com/perks), you will find our referral offer. Invite friends who don’t already have a proactiv.com account by entering their email address or sharing your unique referral link via social media or text.
Your friend will receive $10 off and you’ll receive a confirmation email and 1,000 points added to your account once your friend successfully uses your referral link and makes a qualifying purchase of at least $35 at proactiv.com within the 30-day period.
I think there’s an error in my points balance. Who do I talk to?
In most cases, points will be posted to a participant’s account upon or before shipment of their purchases. If connectivity is disrupted, the points will be posted when the systems are back online. Points for completing all points-earning actions should be added to your account almost immediately. However, there could be a delay. Please allow 24 hours and check your online balance again. If you believe that you did not receive points or that there is some other error in your account, you must contact us by sending a detailed email to perks@proactiv.com within 30 days of the date you expected to earn the points.
Can you combine my accounts since I have more than one in my name?
Absolutely. Just call Customer Care at 1-800-309-4796.
Can I combine my account with another family member?
Right now, we can’t combine individual accounts.
Can my child have her own account?
If your child is at least age 13, then yes.
What happens to my points if I make a return?
Once a product is refunded, points accrued from that purchase will be deducted from your account. This adjustment will be reflected in your points balance.
If I return a purchase made with a reward, do I get my reward back?
Yes, your reward will be reinstated.
I don’t want to make a purchase with my reward. Can I just get cash back for it instead?
No. Our rewards have no cash value. They are only applicable for a discount off a purchase.
I no longer want to get email or text messages from the program. How do I make them stop?
The program requires an email address or mobile phone number so we can let you know when you have earned a reward. So, all participants will receive a few messages here and there. But you can certainly opt out of all messages except those used for rewards communications. Simply go to your account profile and change your communications preferences.
Can I give my points to another person?
Rewards and points are nontransferable.
Who do I contact with Proactiv Perks questions?
Please send your question to perks@proactiv.com
