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 a return or exchange with Dental City?

8. What is Dental City's return policy?

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

10. 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?

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

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

13. 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?

Dental City is committed to adhering strictly to the guidelines set forth in our manufacturer contracts, which stipulate that we sell exclusively to licensed dental professionals. Therefore, we only offer our products and services to licensed dental offices and dental laboratories. This policy ensures that all our customers are qualified dental practitioners, maintaining the highest standards of professional dental care and compliance with industry regulations. As such, we are unable to sell to individuals or entities that are not recognized as licensed dental professionals.

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 a return or exchange with Dental City?

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

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

8. 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 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.

9. 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.

10. 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

11. 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.

12. 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.