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.

1. Do you have resources and guidance for surgical facemask usage?

2. Is Dental City an Authorized Distributor of dental supplies?

3. Does Dental City sell to non-dentists?

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

5. How do I get a price quote, price comparison or receive my custom pricing?

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

7. How do I process an exchange or return?

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

9. 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?

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

11. How do I pay my account balance on-line?

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

1. Do you have resources and guidance for surgical facemask usage?

The Centers for Disease Control and Prevention (CDC) has noted that: Surgical facemasks are cleared by the US Food and Drug Administration (FDA) and medical devices and should be worn once and then discarded. CDC’s recommendation for single-use disposable masks for Dental Health Care Personnel (DHCP) is on page 41 of the Guidelines for Infection Control in Dental Health-Care Settings – 2003:

Wear a surgical mask and eye protection with solid side shields or a face shield to protect mucous membranes of the eyes, nose, and mouth during procedures likely to generate splashing or spattering of blood or other body fluids.
Change masks between patients or during patient treatment if the mask becomes wet.

A surgical mask protects against microorganisms generated by the wearer and also protects DHCP from large-particle droplet spatter that might contain bloodborne pathogens or other infectious microorganisms. The mask’s outer surface can become contaminated with infectious droplets from the spray of oral fluids or from touching the mask with contaminated fingers. When a mask becomes wet from exhaled moist air, the resistance to airflow through the mask increased, causing more airflow to pass around the edges of the mask.

CDC recognizes that healthcare facilities may experience temporary shortages even if they do not care for patients with COVID-19. If your facility is concerned about a potential or imminent shortage of PPE, CDC recommends you alert your state/local health department and local healthcare coalition, as they are best positioned to help facilities troubleshoot through temporary shortages. DHCP concerned about healthcare supply for PPE should monitor Healthcare Supply of Personal Protective Equipment for updated guidance, and be familiar with the Interim Infection Prevention and Control Recommendations.

If a patient presents with symptoms of a respiratory infection, DHCP may consider postponing non-emergency or elective dental procedures until a patient is no longer contagious with diseases that may be transmitted through airborne, droplet, or contact transmission (e.g., sneezing, coughing, and contact with skin). If urgent dental treatment is necessary, DHCP and medical providers should work together to determine the appropriate precautions on a case-by-case basis to avoid the potential spread of diseases among patients, visitors, and staff. Because dental settings are not typically designed to carry out all of the Transmission-Based Precautions that are recommended for hospital and other ambulatory care settings, DHCP and medical providers will need to determine whether the facility is an appropriate setting for the necessary services for a potentially infectious patient.

2. Is Dental City an Authorized Distributor of dental supplies?

Absolutely! We are an authorized distributor of nearly 500 dental supply brands, including 3M, Dentsply Sirona, KaVo Kerr, Young, Ivoclar, Septodont and more. Additionally, we offer over 40,000 unique products with access to thousands more.

3. Does Dental City sell to non-dentists?

NOTICE: Due to the outbreak of the Coronavirus we are experiencing higher than normal demand for infection control products such as masks, gloves, face shields and more, and will be limiting order fulfillment quantities on all such products. The guidelines listed below are to assure all Dental City customers receive uniform service in securing needed inventory. For other items please see below.

Yes, we do sell to non-dental related businesses but do not sell to general consumers. However, some products are only available to sell to licensed dentists. There are several easy ways to work with us on the products you’d like to purchase:

Place your order and we’ll verify you’re able to purchase all the items. An online account will need to be approved for orders placed via our website.
Register for a Dental City account and a dedicated account manager will work through the details with you so you can easily place future orders
Call us at 1-800-353-9595 and speak directly to an account manager

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

Register for your private account faster than you can spell Supercalifragilisticexpialidocious! Visit DentalCity.com/account/register and fill out the required fields and click Register. Our team will process your request within 24 hours – about the same amount of time it will take to get that song out of your head.

If you are not a dentist and do not have State License number please call us at 1-800-353-9595 and we’ll process your request directly.

5. How do I get a price quote, price comparison or receive my custom pricing?

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 manager ninjas will start working on saving you money with 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 1-800-353-9595), Text us at 920-770-2277 or Fax us at 1-888-592-7878
Simply call one of our expert account managers at 1-800-353-9595. They’re more than happy to provide a quote on your products or compare our prices to a past invoice

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

We are unable to ship outside the Continental United States at this time.

7. How do I process an exchange or return?

If you are returning/exchanging an item that is in resalable condition: You may return or exchange new, unused and unaltered items within 30 business days of receipt of the items. (Certain exclusions may apply.) We will issue you a refund or merchandise credit based on the purchase price, excluding original shipping and handling charges. All returns must be authorized by Dental City. Give us a call at 1-800-353-9595 to receive your Return Authorization Number. You must send the item back in new, unused and fully resalable condition with the original product packaging intact. Send all returns and exchanges to:

Dental City

Attn: Returns

3205 Yeager Drive

Green Bay, WI 54311-8099

8. 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.

9. 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 an item for you. The best way to find out is to call one of our account managers. They’ll check with the manufacturer and work to get you what you’re looking for. 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

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

Orders placed by 5 pm ET start processing immediately. Our cheetah-in-the-Serengeti-fast shipping team will make sure to get your order othe the same day – one of our daily goals.

11. How do I pay my account balance online?

Please follow the steps below:

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

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