Proactiv Purchasing & Returns FAQs - Proactiv New Zealand

Purchasing and Returns

1. How can I be sure my order has been received?
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.
2. How long will it be before I receive my order?
Please allow up to 15 working days for delivery (subject to stock availability).
3. What if an item I’ve ordered is out of stock?
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 0800 808 811 anytime with any questions about out-of-stock items.
4. Are there other ways to place my order?
Yes. If you prefer not to order online, you can call us on 0800 557 337.
5. What payment methods do you accept?
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 and MasterCard.
6. When will my credit card be charged?
Your credit card will not be charged until your order is shipped.
7. I'm nervous about using my credit card online. Is my order secure?
Your name, address, credit card information, and all billing information are secured using SSL (Secure Socket Layers). If you prefer, you may also call the toll-free numbers listed in the shopping cart to place your order.
8. How much will I be charged for postage and handling?

Standard postage and handling charges are as follows:

  • 30 Day Proactiv Kits (3 Step Kits, Proactiv Deluxe & Teen Kit) - $9.99
  • 90 Day Proactiv Kits (3 Step Kits, Proactiv Deluxe & Teen Kit) - FREE
  • 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.

9. Can Proactiv+ be shipped to international addresses?
Yes. Please visit our international site at for further information and pricing details
10. What if I’m not happy with the product?
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 0800 808 811 to arrange a replacement or return. Your Customer Care Consultant will provide all necessary details to process your request.

*Please note that this money back guarantee is only available when you purchase directly from The Proactiv Company
11. Can I buy Proactiv+ products individually?
Yes, the Proactiv+ range is available to buy individually at full retail price. Buy individual products here.
12. What is the difference between being an ActivMember and buying the products individually from the website?
ActivMembers receive continuing shipments of Proactiv+ at low Member prices instead of retail price.

They can manage their account online through, where they are able to personalise what their regular Proactiv+ deliveries contain as well as their frequency.

ActivMembers also have access to the entire individual Proactiv+ range at special preferred customer prices, and they can take advantage of special offers and sales.

For more information about Proactiv+ ActivMember benefits, click here.
13. Are customers able to pay through PayPal?
No, at this stage we don't have a PayPal facility.
14. Am I able to change my Proactiv+ System at a later date if I wish?
Absolutely! Once you have purchased Proactiv+, we will send you a customer number that you can use to login to and personalise your Proactiv+ deliveries to suit you.

You can change what items you would like in your kit. And, you can choose how often you'd like your kit delivered to your door from every 4 weeks to every 20 weeks or anything in between.

Plus, you can also change your Proactiv+ kit size up and down, as you need it.
15. What if I don't want Proactiv+ every 3 months, but prefer it to come every 4 months?
After you have purchased your first Kit, you will then be given a customer number which will enable you to logon at 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.
16. Additional Help
If you don’t see the answer you’re looking for here, feel free to Contact Us.

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