Frequently Asked Questions

 

What can we help you with today?

Dental City’s most frequently asked questions are below.
If you don’t find what you are looking for please call us at 1-800-353-9595.

 

 

 

About Dental City

1. Is Dental City an Authorized Dental Supply Distributor?

Absolutely! We are an authorized distributor of nearly 500 dental supply brands, including Coltene, Cranberry, DASH, Dentsply Sirona, Halyard, Ivoclar, Kerr, Parkell, Septodont, Solventum, and more. All products are authentic and manufacturer warranties are honored. Additionally, we offer over 40,000 unique products with access to thousands more. See all our partner brands here: Shop top dental supply brands.

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2. What dental supplies and equipment does Dental City offer?

Dental City offers a full range of dental supplies to support every area of your dental practice, from everyday essentials to advanced clinical products. Our selection includes Restorative Materials, Infection Control Products, Preventives, Endodontics, Orthodontics, PPE, Handpieces, Small Equipment, Office Supplies and Essential Disposables. We partner with leading manufacturers to ensure consistent quality and reliability. Whether you're stocking up or sourcing something specific, we make it easy to find what you need in one place. See all categories of products we sell here: Shop By Category.

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3. Does Dental City support DSOs, GPOs and multi-location practices?

Absolutely. We work with Regional and National DSOs, GPOs of all sizes, Independent Dental Practices and Emerging Dental Groups. We provide purchasing solutions, tailored pricing, dedicated account management, and scalable solutions to fit your organization.

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4. Does Dental City service handpieces and small equipment?

Yes, we do. The best way to get quick and easy assistance is to contact your account manager at 1-800-353-9595. If you are new to Dental City, we are happy to help as well. Just call the 800 number and let them know what you need and we'll get you taken care of.

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Eligibility & Purchasing

5. Who can purchase dental supplies from Dental City?

Due to manufacturer agreements and industry regulations, Dental City sells exclusively to licensed dental professionals, including dental offices and dental laboratories. We require a valid dental license to place orders and are committed to complying with all manufacturer contract requirements. As a result, we cannot sell products to individuals or organizations that are not recognized as licensed dental professionals.

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6. Why do some products require a license to purchase?

Certain dental products are restricted for sale to licensed dental professionals due to manufacturer requirements, regulatory guidelines, or patient safety considerations. These products may include prescription items, anesthetics, pharmaceuticals, and other materials intended for use by trained dental practitioners.

To comply with manufacturer agreements and industry regulations, Dental City verifies professional credentials before allowing the purchase of certain products. This helps ensure that restricted items are used appropriately and safely within licensed dental practices.

If you have questions about a specific product or licensing requirement, please contact our team at 1-800-353-9595 and we'll be happy to help.

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7. Does Dental City ship outside of the U.S.?

We are unable to ship outside the 48 contiguous United States and District of Columbia at this time.

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Account Setup & Management

8. How do I create an account with Dental City?

Visit DentalCity.com/account/register and fill out the required fields, then click Register. Our team will process your request within 24 hours.

If you are not a dentist and do not have a State License number, please call us at 1-800-353-9595 to discuss your business needs to see if we can work together. Due to licensing requirements, we are unable to sell to consumers at this time.

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9. Can multiple team members access the same account?

Yes! You can easily grant access to multiple team members by creating unique contact profiles for them. For security reasons, we recommend giving each person their own username and password rather than sharing credentials.

As an account administrator, you have full control over who has access and what they can see.

How to add a new team member:

1. Log into your account and navigate to Manage Users.
2. Click on New Contact.
3. Enter the team member's name, email, and create a temporary username and password for them.
4. Configure their permissions (see permission options below).
5. Click Submit.

What happens next? Your team member will receive an automated email with their login credentials. The first time they log in, they will be prompted to update their password for security.

Managing Permissions & Access Levels

When adding or editing a contact, you can customize the following access settings:

• Status: Toggle between Active or Inactive to quickly grant or revoke account access.
• Order or Quote Access:
  • View All: The contact can see all orders and quotes associated with the entire company account.
  • View Self: The contact can only see orders and quotes that they personally created.

Invoice Access: Choose to Allow or Deny the user's ability to view billing and invoices.

How to edit or remove a team member:

Go to Manage Users to see a full list of everyone with access. From there, you can click Edit next to any contact to update their details/permissions, or click Delete to instantly remove their access to the account.

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10. How do I reset my password?

If you are already logged into your account, you can quickly update your password right from your dashboard:

1. Navigate to your My Account dashboard.
2. Select Manage Password from the menu on the left-hand side of the page.
3. In the Change Password box, enter your current password.
4. Enter the new password you would like to use and confirm it.
5. Click Submit.

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11. Can I update my account information online?

Yes, but only certain information can be updated directly online. For security and verification purposes, some account changes must be handled by our support team. Here is how you can update different parts of your account:

What you can update online:

• Username & Email Address: You can change these at any time by going to your My Account dashboard and selecting Manage Password from the left-hand menu.
  • To change your Username: Enter your current password, type your new username, confirm it, and click Submit in the Change Username box.
  • To change your Email: Enter your current password, type your new email address, confirm it, and click Submit in the Change Email box.
• Shipping Addresses: You can easily add a new "Ship To" address directly during the checkout process.

For all other account updates:

If you need to change your primary billing information, corporate structure, or other core account details, please reach out to us directly so we can update it securely for you:

• Call us: 1-800-353-9595
• Email us: help@dentalcity.com
• Directly contact your existing Account Manager

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Ordering Products

12. What are the different ways I can place an order?

We have several easy ways to place an order:

1. Shop Dentalcity.com
2. Call us. 1-800-353-9595
3. Text us. 920-288-2811
4. Email us. help@dentalcity.com or directly to your existing account manager

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13. When looking for a certain product, I see you work with a manufacturer but do not see the specific product from that manufacturer I’m looking for—can I order that product?

Almost always we can secure a product for you. The best way is to call our account managers at 1-800-353-9595. They will quickly look into the product and work to get you what you need. Occasionally there may be limitations or restrictions on the products we don't keep in stock, and we'll communicate that information with you. Call 1-800-353-9595.

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14. Can I save shopping lists or reorder previous purchases?

While DentalCity.com does not currently support traditional shopping lists, you can easily reorder previous purchases and keep your items saved in your cart.

Reordering Previous Purchases

You can view and reorder any past purchase—whether you originally placed the order online or over the phone:

1. Log into your account and navigate to Track My Orders.
2. The page defaults to your last 6 months of orders, but you can adjust the timeframe using the dropdown or date range filters.
3. Click on any Order Number to view full billing, shipping, and invoice details.
4. To reorder everything from a past purchase, simply click Copy Order to Cart.
5. Need items from multiple past orders? Just navigate back to Track My Orders, find the next order, and copy that one to your cart as well.

How to Save Your Items for Later

To ensure your items are saved and never lost while you are building an order, always make sure you are logged into your Dental City online account.

• When logged in: Any items you add to your cart are automatically saved to your account profile, allowing you to securely pick up right where you left off the next time you log in. Logging in also guarantees you are seeing your custom pricing.
• When NOT logged in: We do our best to remember your items using browser cookies, but these can be cleared by your device. To ensure your cart is never lost, we highly recommend logging in first!

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15. Can I modify or cancel an order after it has been placed?

Not online, but you can through our support team if you act quickly! Once an order is submitted, it cannot be changed or canceled directly through the website because our warehouse team begins processing it immediately.

Please follow the guidelines below depending on what you need:

If you forgot to add an item:

Submit a second order for the missing item as soon as possible. If received quickly enough, our warehouse team will do their best to automatically combine both orders into a single delivery for you.

If you need to cancel the order, remove items, or change quantities:

Please contact us right away so we can intercept the order before it leaves our facility:

• Call us immediately: 1-800-353-9595 (Highly recommended for urgent changes)
• Email us: help@dentalcity.com
• Contact your existing Account Manager directly

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16. How do I track or view my order history at Dental City?

To track a shipment:

1. Log into your account and navigate to Track My Orders.
2. Locate the order you want to track and look at the status column.
3. Click directly on the status "SHIPPED: Track Order" to view your live FedEx tracking details and see exactly when your package will arrive.

To view your order history:

Your account tracks all of your purchases, whether you originally placed the order online or over the phone.

• Find past orders: The page defaults to showing your last 6 months of orders.
• Search older purchases: You can easily increase or decrease the timeframe using the dropdown menu or the custom date range filters.
• See order details: Click on any specific Order Number to view full billing, shipping, and invoice detail information.

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Pricing & Payment

17. How do I receive custom pricing, a dental supply quote or a price comparison?

It’s easy! Choose the option that works best for you. We’re eager to work with you to provide you the best prices we can:

• Register for your private account. DentalCity.com/account/register Once approved, one of our account managers will start working on saving you money with your custom pricing.
• Feel free to send us your most recent invoice from your current supplier and we’ll show you how our custom pricing can save you money. Call us at 1-800-353-9595, or text us at 920-770-2277.

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18. Does Dental City offer price matching?

For the best pricing, provide a copy of an old invoice by either calling our account managers at 1-800-353-9595 or download one online at Invoice Price Comparison — we'll get back to you quickly.

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19. What payment methods does Dental City accept?

• Secure Credit Cards: Visa, Mastercard, American Express
• Check and ACH Payments
• Dental customers with a verified license and account can work with our customer service team to set up terms. Call 1-800-353-9595

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20. How can I pay my Dental City invoices online?

Please follow the steps below:

1. Log into your existing account at DentalCity.com/account/login or register for an account online at DentalCity.com/account/register
2. Once logged in to your account click on Invoice History in the left navigation pane
3. Once into Invoice History, select any or all open invoices
4. Enter your credit card information below
5. Click Submit

Order and Invoice History is updated nightly. Please note at this time, if you have a credit on your account, it cannot be applied in this manner. Please contact your Account Manager at 1-800-353-9595 for assistance.

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Shipping & Delivery

21. What is the latest time I can place my order for same-day shipping?

Orders placed by 5 pm ET are shipped out same day. Occasionally extreme weather events may impact fulfillment timing or carrier transit schedules.

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22. Do you offer free shipping?

Generally, no. Standard orders do not include free shipping. However, we do offer free shipping as an exclusive benefit for members of our paid Keys to the City program.

Here is how you can qualify for free shipping and how it works:

Free Shipping with Keys to the City (Paid Membership)

When you join our paid Keys to the City membership program, you receive free shipping on all orders over $200 within the contiguous U.S., alongside other premium perks like same-day shipping (for orders placed before 5 PM ET) and 2-day delivery.

Important Details & Exclusions:

• Orders Under $200: Will be charged a flat rate shipping fee of $10.
• Minimum Threshold: The $200 order total is calculated before taxes and freight are added.
• Special Fees: Additional fees for hazardous materials and other special handling circumstances may still apply.

How do I sign up to get free shipping?

You can upgrade your account to the paid version of the membership at any time by visiting the Keys to the City page to start saving on shipping and unlock exclusive membership-only pricing and free Continuing Education (CE) credits.

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23. How quickly will my order arrive?

Dental City offers 2-Day delivery to the contiguous U.S. on most items.

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24. Can I expedite shipping?

Call 1-800-353-9595 and ask an Account Manager to assist you.

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25. How do I know if a product is in stock?

Most items Dental City carries are in stock. Ask your Account Manager if you have a specific question.

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26. What happens if an item is backordered?

If an item you ordered is temporarily out of stock, we will place it on backorder and ship the available items right away, so your practice doesn't experience unnecessary delays.

Here is exactly what to expect:

• Shipping Notification: As soon as your available items are packaged and scanned at our shipping stations, you will receive an email notification letting you know precisely what is on its way.
• No Extra Shipping Fees: You will never be charged extra shipping for a backordered item. When the product arrives back in stock, it will be shipped to you automatically at no additional freight cost.
• Cancellations & Alternatives: You can cancel a backordered item at any time before it ships. If you need help finding a suitable, in-stock alternative, our team is happy to assist you.

If you want to check the status of a backordered item or make changes to your order, please reach out to us:

• Call us: 1-800-353-9595
• Email us: help@dentalcity.com
• Contact your existing Account Manager directly

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Returns & Exchanges

27. What is Dental City's return policy?

If a product does not meet your expectations, you may return it within 30 days of purchase, subject to the following conditions:

• Condition for Return: The product must be in its original, unopened, undamaged, and in resalable condition.
• Non-Returnable Items: Personalized or imprinted items, special order items, pedigree items, and hazardous items are non-returnable.

Returns resulting from customer error or change of mind may be subject to a return shipping charge and a restocking fee. For detailed instructions on how to process a return, please refer to our "How do I process a return or exchange with Dental City?" FAQ.

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28. How do I process a return or exchange with Dental City?

To return or exchange an item with Dental City, please follow these steps:

1. Check Eligibility: The item must be new, unused, and in resalable condition. Exclusions may apply.
2. Contact for Authorization: Call us at 1-800-353-9595 within 30 business days of receipt to obtain a Return Authorization Number.
3. Ship the Item: Return the item in its original packaging to: Dental City, Attn: Returns, 3205 Yeager Drive, Green Bay, WI 54311-8099.
4. Refund or Credit: Once received, we’ll process your refund or merchandise credit, excluding original shipping and handling charges.

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29. If I wish to return/exchange an item that will not be resalable (defective, damaged during shipment, etc.), what is the process?

Please contact customer service at 1-800-353-9595. We’ll work with you to understand why you need to return the item and how to proceed in the return process. All with the goal of addressing the issue in a satisfactory manner, whether that will be a replacement item, Dental City credit, etc.

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Customer Support

30. How can I contact Dental City Customer Service?

• Call: 1-800-353-9595
• Email: Help@dentalcity.com

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31. Why do dental practices choose Dental City?

Dental City combines the reliability of a dental supply distributor with the mindset of a strategic partner. We are a leading, innovative, independent dental supply distributor whose mission is to exceed expectations and provide an exceptional experience for all dental professionals nationwide. Our cutting-edge technology allows us to deliver faster delivery times, and a more efficient ordering experience. Dental City serves independent dentists, DSOs, GPOs and other emerging dental practices.

• Authorized Distributor of nearly 500 manufacturers with multiple ways to order:
  • Shop Dentalcity.com
  • Call us. 1-800-353-9595
  • Text us. 920-770-2277
  • Email us. help@dentalcity.com or directly to your existing account manager
• Carry 40,000+ products
• Provides Same-day Shipping
• 2-Day* Delivery Guarantee
• Maintains Dedicated Account Managers
• Provides Custom Pricing
• Offers Handpiece Repair
• Keys to the City membership
• Independently owned customer service culture

*Enjoy 2-day delivery coast to coast with limited exceptions. Certain items are only able to ship Ground. Contact your Dental City Account Manager to see if your zip code qualifies for 2-day shipping.

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Other

32. Where is Dental City located?

Dental City is centrally located in Green Bay, WI. Our Midwest location allows us to serve dental practices across the country quickly with consistent service and reliable fulfillment.

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33. What is Keys to the City?

Keys to the City is Dental City's membership program. Our exclusive program offers a host of benefits for dental practices designed to help save time and money while optimizing operations so dentists can focus on their patients. Benefits include:

• Membership-only pricing on essential supplies through an easy-to-use ordering platform that centralizes procurement
• Access to exclusive Continuing Education Credits (CE)
• Discounts on partnerships with integral service providers, helping practices eliminate inefficiencies, boost profitability, and reduce administrative work
• Same-day shipping (orders placed before 5PM ET) & 2-Day delivery to the contiguous U.S.
• The paid version of Keys to the City also provides free shipping* on orders over $200

*Free shipping on orders over $200 with a paid Keys to the City Membership. Order totals less than $200 will be charged a flat rate fee of $10. Additional fees for hazardous materials and other special circumstances may apply. Taxes and freight are not included in the $200 total.

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34. How do I join Dental City's Keys to the City Membership to receive free shipping?

Sign up for the Keys to the City paid membership and receive free shipping* on orders over $200 along with additional benefits you can find here: Keys to the City.

*Free shipping on orders over $200 with a paid Keys to the City Membership. Order totals less than $200 will be charged a flat rate fee of $10. Additional fees for hazardous materials and other special circumstances may apply. Taxes and freight are not included in the $200 total.

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35. What is Sherpa Dental?

Sherpa Dental offers a comprehensive, all-in-one procurement platform designed exclusively for dental practices, empowering teams to streamline operations, cut costs, and boost efficiency. By consolidating suppliers, optimizing budgets, and leveraging powerful analytics, Sherpa Dental simplifies procurement while driving financial and operational success for dental practices seeking sustainable growth.

• Centralized Procurement
• Streamlined, Efficient Ordering
• Real-Time Analytics & Insights
• Cost Optimization & Smart Tools

Learn more at: Sherpa Dental – Smarter Dental Supply Management

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