Customer Care

Because Drs. Rodan and Fields believe knowledge is power, they helped create one of the most comprehensive and reliable sources of acne information available. Here you'll find hundreds of Questions & Answers to help you make wiser decisions about your skin and to get acne out of your life.

You'll also find Q&A guidance about basics like managing your account, navigating our site and purchasing Proactiv® products.

Search easily by category or key in your question or a keyword into the search box; click on a Question to view the complete Answer. If you cannot find what you're looking for, you're welcome to Contact Us.

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  1. What other specific DO’s and DON’Ts should I keep in mind with regard to using Proactiv® products?
    DO's DON'Ts Cleanse Thoroughly DO massage Renewing Cleanser into skin for 1-2 minutes to exfoliate dead skin cells and oils. This also allows the medication to penetrate pores. DON'T...
  2. How often will I receive my auto-shipped Kit?
    Every 90 days, you'll receive a 3-month supply of our 3-Step System and any additional add-ons you've chosen. Some accounts may be set-up to receive a 2-month supply every 60 days. Check your...
  3. What if I have too much product?
    The Proactiv® System was designed to be used a certain way--just the right amount of each product, twice a day--for best results. To ensure that you are getting the most out of your System, it's...
  4. How do I know if my order has been shipped?
    You will receive two e-mails after you have placed your order and provided us with a valid e-mail address: The first confirms that your order has been received (your order confirmation number will be...
  5. How do I update my Preferred Customer options?
    To view or edit your current Proactiv® System configuration, shipment frequency, or receive your next shipment faster with our Ship Now capability simply sign in to your Preferred Customer account...
  6. How much shipping and handling will I pay for catalog products?
    If your catalog order subtotal is (before tax) Regular Shipping (2-3 weeks)* Rush Shipping (5-7 business days)* FedEx (2 business days)* Up to...
  7. What benefits does Preferred Customer Program membership offer?
    As a Proactiv® Preferred Customer, you enjoy numerous free ActivMember™ benefits, including: 1.    Guaranteed lowest product prices--plus 3-Step System price protection for as long as...
  8. My supply of Proactiv® is lasting longer than two months, should I be using more product?
    You should be applying a small amount of each step of the Proactiv System to your full face twice a day. We recommend a dime-sized amount of the Cleanser, a dime sized amount of the...
  9. When should I expect my next shipment?
    Your next Proactiv® System is due to arrive 2-3 weeks after the ship date, which you can find in the "My Account" section of Proactiv.com. If your order should have arrived by now, please Contact...
  10. What if I still keep getting acne breakouts while I am on the Proactiv® regimen?
    Acne is a cyclical condition. It's important to stay committed to your treatment regimen whether your skin is clear or experiencing a breakout. For best results, use the System as directed every...
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