Order
Process
How
do I place an order?
When you're done shopping, click "begin checkout" to place
your order. If you don't want to order all of the items, simply
edit your shopping cart before proceeding to checkout.
During
checkout, you will be asked to provide:
•
Your e-mail address.
• Your credit card billing address.
• The address you want to ship to.
• Your credit card type, number and expiration date.
Can
I change my order during checkout?
Yes. The "review order" page lists your order information
and gives you another opportunity to make changes. Your order will
not be placed and your credit card will not be charged if you do
not click "complete your order."
How
can I be sure my order has been received?
Once you click "complete your order" on the final review
page, we'll give you an order confirmation number. You will also
receive a confirmation e-mail within approximately 24 hours. We
will send you another e-mail to notify you when your order has been
successfully processed.
Is there a way to speed up the checkout process?
Yes. Register with us and you can store your credit card, billing and shipping information on our secure server, so you won't have to type them in every time you check out.
Are
there other ways to place my order?
Yes. If you prefer not to order online, you may download an order
form and call us with your information at 1 (800) 608-2323. You
can also fax your completed order form to us at 1 (515) 284-6745,
or send it via U.S. mail to:
Proactiv®
Solution
P.O. Box 10619
Des Moines, IA 50336-0619 USA
If
you are an active Proactiv® Solution Clear Skin Program member and require
additional products, please call Customer Service at 1 (800) 876-9717.
I
can only see the 3-Step System offering on the web. How do I see the rest of
the catalog?
You must be an active Proactiv® Solution Clear Skin Auto-Delivery program member with a web account in order to see the entire catalog.
If you are a Proactiv® Solution Clear Skin Auto-Delivery program member, please enter your username and password in the fields located
at the top of your screen and click "Sign In."
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Payment
and Billing
What
forms of payment does Proactiv® Solution Online accept?
Proactivsolution.ca accepts the following forms of payment:
•
Visa
• MasterCard
What
if I don't have any of those?
Don't worry. You can place an order using a cheque or money order
by downloading our order form and mailing it in. Please do not send
cash.
Is my credit card information secure when I order from this site?
Yes, all Guthy-Renker® sites use the Secure Sockets Layer (SSL), an advanced security protocol that protects your credit card
information and ensures secure online ordering. SSL Internet connections are encrypted, and thus protect all credit card ordering
information, including your name, address and credit card number, so no one can read it in transit. We use secure technology,
privacy protection controls, and restrictions on employee access, to safeguard your personal information.
Can I order from this site if my cookies have been disabled?
Yes, all Guthy-Renker® sites use the Secure Sockets Layer (SSL), an advanced security protocol that protects your credit card
information and ensures secure online ordering. SSL Internet connections are encrypted, and thus protect all credit card ordering
information, including your name, address and credit card number, so no one can read it in transit. We use secure technology,
privacy protection controls, and restrictions on employee access, to safeguard your personal information.
When
will my credit card account be charged?
Your credit card will not be charged until your order is shipped.
Do I have to pay Sales Tax?
Please note that since you are purchasing Proactiv® Solution for direct import from the United States for your personal use, you agree to be responsible for any customs and/or applicable duty, taxes or any other charges imposed by the relevant authorities in Canada.
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Order
Status and Tracking
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 included); this e-mail should arrive within approximately 24
hours. The second confirms that your order has been successfully
processed and is ready to ship (any tracking information will be
included).
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'll e-mail you with a backorder notification,
which tells when you can expect to receive the item. 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 and shipping confirmation.
Please call (800) 887-2824 anytime with any questions about out-of-stock
items.
When will I receive my Clear Skin Online Catalog order?
You should expect to receive your order within 10 business days. If your order should have arrived by now, please contact us online or call 1(800) 887-2824.
How often will I receive my Auto-Delivery Kit?
Every 60 days, you'll receive a 2-month supply of our 3-Step System and any additional products you've chosen.
Free bonuses apply only to your first shipment. Your credit card will automatically be billed your low introductory rate,
plus shipping and handling, for each additional 60-day supply. Of course, you can always speed up or slow down your shipping
intervals to meet your needs. Simply log in to your online account at www.proactivsolution.ca or call Customer Service at 1 (800) 887-2824.
What
should I do if I have not received my last shipment?
Program Systems take approximately 10 business days to arrive after your ship
date. If your order should have arrived by now, please contact us
online or call 1(800) 887-2824.
When
should I expect my next shipment?
Your next system is due to arrive 2-3 weeks after the ship date.
If your order should have arrived by now, please contact us online
or call 1(800) 876-9717.
Where else can you purchase Proactiv® in Canada?
You can call 1-800-887-2824 to order Proactiv® in Canada.
Proactiv® is conveniently available at several dedicated kiosks in mall locations throughout Canada. To find a kiosk near you please refer to www.americankiosk.com .
Please check your local listings for all other Proactiv® retailers.
What is the difference between purchasing Proactiv® on the phone or via the web compared to kiosks?
Proactiv® is conveniently available at several dedicated kiosks in mall locations throughout Canada.
Placing your order through this order line or www.proactivsolution.ca provides you with guaranteed pricing,
the convenience of auto-delivery to a specified address and access to exclusive offers.
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Returns
and Exchanges
Proactiv® Solution is backed by a 60 day money-back guarantee. Just try our products for 60 days. If you're not totally satisfied with the results, simply return the bottles - even if they're empty - for a complete refund of the purchase price (less shipping and handling- if you return any shipment within 15 days of receipt, your refund will include shipping and handling).
To return your products, place the merchandise in the original package with the original invoice and send it to the address listed below. 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. Postage for any returns sent to the Canada Proactiv Solution Returns Centre is the sole responsibility of the customer returning or exchanging the product. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.
All returns and exchanges should be shipped to:
Canada Proactiv Solution Returns Centre
1151 Martin Grove Rd.
Rexdale, ON M9W 4W7
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