Frequently Asked Questions

Over the years, Dr. Katie Rodan and Dr. Kathy Fields have found that the more you know about taking care of your skin, the better you will look and feel. That's why they’ve assembled this comprehensive set of Frequently Asked Questions to help you get the most out of your Proactiv+ system and take care of your skin the best way possible. You also will find answers to questions about ordering, shipping and other account-related topics. Remember, your Proactiv+ Skincare Advisors are available to answer any specific concerns you may have.

How long does Proactiv+ take to work?

Most people notice a steady improvement in their skin’s appearance within the first few weeks after starting Proactiv+. Initially, a healthier looking, smoother complexion is visible within the first few days. Smaller acne blemishes generally take a few days to a week to heal; bigger, more irritated breakouts may require about 1 to 3 weeks to completely clear up. After using Proactiv+ twice daily for approximately 4 weeks, you should expect to see a significant reduction in the number of new breakouts. It is important to know that, even though there is no “cure” for acne, Proactiv+ provides a powerful way to quickly heal and prevent future breakouts while also softening, toning and smoothing the skin. The key is to use the system every day, morning and night, to get optimum results.

How can I get the best results with Proactiv+?

Here’s the recommended way to use each of the three steps:

Step 1: Skin Smoothing Exfoliator: Use twice daily, morning and night. Treat your whole face. Apply a small amount to dampened skin and gently massage with fingertips for 1 to 2 minutes. Rinse thoroughly with warm water. Pat dry and follow with Step 2, Pore Targeting Treatment. If going outside, use a broad spectrum SPF 15 or higher.

Step 2: Pore Targeting Treatment: Clean the skin thoroughly with Step 1, Skin Smoothing Exfoliator before applying this product. Apply to clean, dry skin. Use 1-2 pumps and apply to entire face. Do not rinse off. When fully absorbed, follow with Step 3, Complexion Perfecting Hydrator.

Step 3: Complexion Perfecting Hydrator: Apply after Step 2. Using fingertips, apply generously to entire face. Do not rinse off. If going outside, use a sunscreen, SPF 15 or higher; apply after Step 3 is fully absorbed.

What happens if I use Proactiv+ for a couple of weeks and my acne doesn't seem to be getting better? Should I stop using the system?

You should keep using the System twice daily. For some people, it can take up to 6-8 weeks before seeing major changes in their skin, especially for those who have struggled with stubborn acne for many years. Keep in mind that often, the breakouts you see today probably started forming deep inside your skin weeks before you began using your Proactiv+ system. Rest assured that, by using Proactiv+ twice a day, you are giving your skin the medicine it needs to start clearing clogged pores, clearing acne blemishes and helping prevent future breakouts. In addition, because Proactiv+ includes ingredients designed to accelerate dead cell turnover, some pimples -- hidden below the skin -- may surface during the first week or two. If this happens, don't worry; stick with your daily routine and you should expect gradual clearing in the next few weeks.

What are the ingredients in Proactiv+?

Can Proactiv+ clear acne on my back and chest, too?

Yes. Proactiv+ is designed to treat the process of acne whether it occurs on your face, back, chest, neck, shoulders or buttocks. Because Steps 1 and 2 contain benzoyl peroxide, which can bleach colored fabrics, it is recommended that you wear a white t-shirt under your clothing, sleep on white sheets and use white towels. The Proactiv+ line also features other products medicated with salicylic acid in place of benzoyl peroxide, which does not bleach colored fabrics.

Can pregnant or nursing women use Proactiv+?

While the ingredients contained in the Proactiv+ formulas have not been found to cause any adverse side effects in pregnant or nursing women, we recommend that you check with your doctor prior to using them.

Will Proactiv+ work on clearing blackheads or whiteheads?

Yes. Proactiv+ treats most forms of acne breakouts, including blackheads and whiteheads. Proactiv+ first exfoliates the skin by removing the oils, dirt and other clogging residues, and then it delivers targeted acne-treating medicine with the revolutionary Smart Target™ technology to go deep into the pore to kill acne-causing bacteria.

Do I have to worry about my acne getting worse before it gets better?

Generally not. However, because pimples start forming 2-4 weeks deep inside your skin before they surface, some people may notice an initial flaring of their acne within the first week or two after starting Proactiv+. Rest assured that the new medicine and Smart Target™ technology will quickly begin working to help clear these breakouts up and prevent new ones from forming.

Will sun exposure make my acne worse? Are tanning salons bad if I have acne?

Yes to both questions. Some people mistakenly believe that sunlight -- whether it's natural or from tanning beds -- improves acne. But the opposite is actually true. Getting a sun tan or sunburn often worsens acne because it accelerates skin-cell shedding, resulting in clogged pores and eventually increasing the number of breakouts. Sun exposure also worsens redness and inflammation, causing pimples to look and feel worse. Additionally, tanning darkens the brown spots that frequently follow a healed pimple. As if this isn't bad enough, sun exposure also contributes to premature skin aging. For all of these reasons, dermatologists recommend wearing a broad spectrum sunscreen every day.

Do you have any specific things I SHOULD DO and things I SHOULDN’T DO when using Proactiv+?

1. Apply the Skin Smoothing Exfoliator to damp skin and massage it gently into your skin for about 1-2 minutes to ensure optimal exfoliation.
2. Make sure that the Pore Targeting Treatment has absorbed into skin and is completely dry before applying Complexion Perfecting Hydrator.
3. Put the Pore Targeting Treatment over the whole face (avoiding the eyes and lips) to help prevent additional breakouts from forming. The beauty of this product is that it doesn’t just treat pimples visible on the surface of skin, it also penetrates deeply to prevent new breakouts from occurring.
4. If you have sensitive skin, begin using the Pore Targeting Treatment gradually, allowing your skin time to adjust to the medicine. In the first week, use it only at night or every other night. If you see no irritation within the first week, increase the frequency of application to twice daily as tolerated.
5. Use Complexion Perfecting Hydrator along with a broad spectrum SPF15 sunscreen to moisturize skin, help keep dryness away and protect your skin from damaging UV rays.

1. Don’t rush your rinsing. When washing off the Skin Smoothing Exfoliator, make sure to cleanse thoroughly with lukewarm water.
2. Don’t rinse or wipe off the Pore Targeting Treatment. This is a leave-on formula that will only be effective if allowed to absorb into your pores.
3. Don’t rinse or wipe off the Complexion Perfecting Hydrator. This formula is also designed to be left on skin to begin clearing, enhance hydration, and promote radiance.
4. Don’t skip the sunscreen. Benzoyl peroxide can heighten sensitivity to UV rays, so be sure to wear a broad-spectrum sunscreen of SPF 15 or higher every day.
5. Don’t rush the Complexion Perfecting Hydrator. Make sure the Pore Targeting Treatment has been thoroughly absorbed before applying the Complexion Perfecting Hydrator.
6. Don’t ignore irritation. Some highly sensitive or allergic individuals may develop dryness or irritation within the first few days of using the system in response to the benzoyl peroxide in Steps 1 and 2. If irritation occurs, reduce use to once per day or every other day until your skin adjusts to the medications. Consult with a dermatologist if you have additional concerns.

Can Proactiv+ do anything about my acne scars?

Many people mistakenly believe that that the dark marks that follow a healed pimple are "scars." Even though, if untreated, these marks can last for months or even years, they are not true scars. The Complexion Perfecting Hydrator and the Proactiv+ Dark Spot Corrector will help these unsightly brown spots fade more quickly than if left untreated. True acne scars, which are either deep pits, shallow saucer-shaped depressions or thick, red bumps, may only be improved with the help of a dermatologist or plastic surgeon. When dealing with acne scars, the expression "an ounce of prevention is worth a pound of a cure" is true. That's why we recommend treating acne when it first appears with a daily medicated system like Proactiv+.

Will I be informed when my order ships?

Yes. After placing your order, you will get two emails: 1) The first email - sent within about 24 hours after ordering -- will confirm that your order has been completed and is being processed; 2) The second email tells you that the processing of the order is complete, it is being prepared to ship and will include any relevant tracking information.

Is it possible to purchase the individual steps in the Proactiv+ system?

Yes. With your initial shipment, you will receive a Proactiv+ brochure, which lists all of the individual products available for purchase, including each of the three Steps in the System. To order individual products, simply call toll-free at 1-866-566-2300.

How can I access my Proactiv+ account online?

After you've ordered Proactiv+, you can easily set up your online account using the instructions provided. Once you have established your login and password, simply click the "My Account" button that's located near the top right portion of the website. Use the email address that you provided when you ordered Proactiv+.

How do I check the status or history of my orders?

For any help with current and past orders, simply call Customer Service toll-free at 1-800-309-4796.

How do I cancel future shipments?

You can cancel with a quick call to Customer Service at 1-800-309-4796.

How do I return my products?

To return your products, place the merchandise in a box with your original invoice and send it to us. If you don't have your original invoice, make sure to include your name and shipping address, as you believe it appeared on the invoice. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

1. All returns and exchanges should be shipped to:
   P.O. Box 10213
   Des Moines, IA 50936

What is the Proactiv+ Guarantee?

Proactiv+ is backed by a 60 day money back guarantee. Just try our products for 60 days. Every shipment is covered by this guarantee, which means that you can return your products - even if the containers are empty - for a full refund of the purchase price (less shipping and handling).