Frequently Asked Questions

Registration

• Do I still need to Register if my office already has a Business/Office Account with Crest/Oral-B?

  Yes- You will click Register, then follow the path for ‘New User, existing Office'.  You will be asked to provide your Account # and Shipping Zip code.  This lets you Register a new ProShop User account and link it to your Offices existing Business Account.

• Where do I find my Office’s Business Account Number?

  Refer to any Invoice from Crest/Oral-B and your account# will be the 10-digit number directly above the Shipping Address.  If you do not have an Invoice, you can contact Customer Service at Contact Customer Service at 1-800-543-2577 (Option 1).

• Can our office create multiple ProShop Users under the same Business Account?

  Yes, Each ProShop office account may have multiple users/employees able to access and order.  Each Staff member accessing the account should have their own unique login.  Remember, the office account should be used for office purchases and limited staff personal purchases should be paid for using a personal credit card.

• Can one ProShop user be linked to multiple offices?  For example, the Dr. owns multiple offices and wants to have one ProShop User who can place orders and manage more than one office account?

  Yes, we call that a ‘Central Procurement ProShop User’.  You will need help from your Territory Account Executive to set this up or Contact Customer Service at 1-800-543-2577 (Option 1).  Go ahead and Register linking yourself to any one of Business Accounts you want to manage.   Then you need to contact your Territory Account Executive or Customer Service who can get you linked to the other accounts.  You will need the list of other accounts.

• What can I do with a ‘Personal Account’ (vs. a Business/Office Account)?

  Personal Accounts are either Dental Professional Students or Licensed Professional accounts used for Personal purchases.  With this type of account, you must ship to a residential address and you must use a Credit Card.  Personal accounts are limited to a total 5 units of product per year, of which 1 can be a personal trial unit, 1 can be a Water-flosser, 1 can be a whitening item (Emulsions or Whitestrips). Personal accounts are not eligible for creating your own manual bundle, Auto-Shipments or imprints.

• I’m currently a Dental Professional Student.  Can I register for a ProShop account?

  Absolutely.  Simply click Register and take the path for ‘Personal Account’, then select Student.   You will need to pick from the list of qualifying Dental Professional Schools, and you will provide your expected Graduation Date.

• How long does it take for an account to get approved?

  You will be able to place orders immediately after registering.  No need to wait!  (However, for new accounts, your order will not process until the account is reviewed and approved, which generally takes 24-48 hours.)   If our approval team has questions delaying your account approval, they will be sent to you via email, so please review and respond.

• Is a Professional License Required?

  When creating a new business Account or Professional Personal Use account, License is required for Dentist, Hygienist, and most Dental Assistant where required by your state. 

• Does my rep get credit for the sale?

  Absolutely!  Whether you place your orders with your field representative or place orders yourself your Rep still gets credit for the sale.

• How can I find out who my Sales Rep (Territory Account Executive) is?

  We do have on the ground coverage in most areas of the US, however there are certain geographies that do not have similar coverage.  Occasionally, a geography may be uncovered due to attrition for a short period of time.  Anytime geography is not covered, please contact Customer Service at 1-800-543-2577 (Option 1) or email crestoralbproshop.im@pg.com for assistance.

Orders

• How can I check my order status? 

  From the Order History page, you will see a status column.  If status is ‘Pending’, ‘Exported to SAP’, or ‘Processing’-  These are all normal status indicating that your order is still being fulfilled and has not yet shipped.  If you see status of ‘Shipped’, your order has left the warehouse and you should be able to click the Tracking Link for details from the carrier.  (it may take up to 24 hours for you to see the tracking information from the carrier).   Remember, we ship as product is ready so your order may be delivered over several days.

• When will my order arrive?

  In most cases, you will receive your order within  7-10 Business days from the date the order was placed.  All Parcel orders under 300 pounds are shipped via UPS from Iowa City, IA.  Items on back order will be shipped as inventory is received.

• Will I be notified when my order is shipping? 

  If we have an email address on file, you will receive an automatic email from ProShop and UPS when your order ships.  You will also receive a separate email when the order or it’s components deliver.

• Can I pay for an order and have it shipped to my home address or secondary location (from an office account)?

  You may ship a limited number of items (5 per calendar year) to your home and you will need to use a credit card for payment at the time the order is placed.  If you need an order shipped to an alternate location for a special circumstance, please contact Customer Services at 1-800-543-2577 (Option 1) and a Customer Service Agent will assist.

• How do I know if a product is on backorder? 

  There really isn’t a ‘backorder’ indication on ProShop.  What you will see is a ‘Low Inventory’ warning on items which are potentially going to ship separately and on a different timing than items that are in stock.  Review your packing list as orders arrive as that form, which is in one of the boxes received, will inform you what is in this current shipment and will also identify the items on backorder that didn’t ship.

• Are there limits to what I can buy? – per order, per year, SKU limitations?

  Certain products have order limits, such as large tubes of toothpaste, cases of Whitening Products, Personal Trial Units (iO brush, Water Flosser).  For current Product/Item limitations, please call Customer Service at 1-800-543-2577 (Option 1) or email crestoralbproshop.im@pg.com.  Current items subject to ordering limits (we reserve the right to change at any time) include:

  -Large tubes of paste (5 cases per order, no more than 25 cases per calendar year)

  -Whitening products (5 cases per order, no more than 25 cases per calendar year)

  -iO Personal Trial Unit and Water Flosser unit (1 per staff per calendar year)

  NOTE:  Products are for personal or patient use.  Products purchased from this site can not ever be used on a public internet site.

LTL Orders

• How big does my order have to be before it ships via Large Truck (LTL) on pallets?

  Orders over 300 pounds will ship LTL.

• How will I know if my order is shipping via Large Truck (LTL) on pallets?

  There will be a notification in the bottom left corner of your cart in a grey box that says “Watch out.  This is a large order and will ship as palletized product on a large truck, not UPS.  If you cannot accommodate this delivery type, please contact customer service at: 1-800-543-2577, option 1. Summary: Shipment weight XXX.X lbs.”

  During checkout, you are provided with a notification as well that says “Important Large Truck Shipping Acknowledgement” informing you the order exceeds 300 lbs. You are required to confirm that you are able to accept Large Truck deliveries with product on pallets. You are also provided with the name/phone/email contact that is set for the carrier to contact for scheduling the delivery appointment.  You must select if you are able to accept Large Truck delivery on pallets. If you are unable to accept Large Truck/pallets, you must contact customer service at: 1-800-543-2577, option 1. If you need to change the contact name/phone/email to make the delivery appointment, you must contact customer service at: 1-800-543-2577, option 1.

• I have a special event.  Can I have my order delivered on a specific date?

  We are unable to guarantee an exact delivery date.  Our orders are still quoted for 7-10 business days.  Additionally, depending on the area where the delivery is made, sometimes the carrier may only make deliveries on certain days of the week.  Therefore, you should place these orders based on your delivery NEED BY date.  Backdate 10 BUSINESS DAYS.  And then probably buffer by up to a week.  This would determine when you need to place your order by to ensure that you receive your product before your event.

• I have a special event.  Can I have my order shipped to a different location?

  Yes, we can do this.  However, you will need assistance from our Customer Service.  Please contact them at 1-800-543-2577.  Let them know that this order will need to be sent to an alternate address.  And be sure to provide them with the contact name/phone/email for the person at that delivery location that needs to be contacted to schedule the delivery appointment.

  Any large orders shipped to an alternate address will require a delivery window of about a week.  Meaning the ship-to location may need to receive and hold on to your order for a week prior to your event.

  We are unable to guarantee an exact delivery date.  Our orders are still quoted at 7-10 business days.  Additionally, depending on the area where the delivery is being made, sometimes the carrier may only make deliveries on certain days of the week.  Therefore, you should place these orders based on your delivery NEED BY date.  Backdate 10 BUSINESS DAYS.  And then probably buffer by up to a week.  This would determine when you need to place your order by to ensure that you receive your product before your event.

• How will I know if a pallet fits through my door?  How big is a pallet? 

  46 x 40 inches

• What if I am unable to Accept Large Truck (LTL) deliveries with product on pallets? 

  During order placement, Do Not accept the Large Truck Delivery.  But KEEP the order in your cart.  You will be instructed to contact Customer service at 1-800-543-2577.  We will see if we can provide accommodation for your account. If we are unable to make accommodations on your account, we recommend that you place smaller orders, more frequently.

• What if the contact name, phone number, and email are wrong? 

  The default name/phone/email are listed as the contact for the account/order.  If changes are required for this order, then Do Not accept the Large Truck Delivery.  But KEEP the order in your cart.  You will be instructed to contact Customer Service at 1-800-543-2577.  They can assist with changing the contact information for THIS ORDER ONLY.

• Can I have more than one contact name for scheduling my delivery appointment? 

  We can only have one name, phone, email contact for each order.  Please provide the BEST single contact.

• What do we do about restricted office hours?

  We are unable to communicate restricted office hours to the carrier for the purposes of scheduling the appointment or for deliveries.  Please provide the best contact for scheduling the delivery appointment (typically normal business hours).  For actual deliveries, restricted hours should be addressed as part of the normal process for setting the delivery appointment with the carrier. There are some carriers that only go into certain areas on certain days of the week.  This will need to be considered while making these delivery appointments.

• How do I schedule the delivery appointment? 

  For every Large Truck order, we send contact name/phone/email information to the carrier for scheduling the appointment.  You will not initiate original contact with the carrier.  You should only need to contact the carrier directly in response to them contacting you first.

• What if the carrier shows up without calling ahead to schedule the delivery appointment? 

  As the carrier is contracted to call ahead and set appointments for every delivery, this should not happen.  However, if it does, we ask that you please accept the delivery if possible.  If that is not possible, you may refuse the delivery.  Then contact Customer Service at 1-800-543-2577 to report.  The carrier should return the order to their drop lot, then call to set up an appointment, and then re-deliver.

• Will the Driver break down the pallets or take the product to our storage location?

  Deliveries are “inside the door” only.  Our drivers are not authorized to break down pallets or to take products to storage locations.  Once the product is inside the door, it becomes your property, and you must have the ability to break down the pallets and move the product to where it belongs.  If you can receive palletized product, but do not have the staffing available to break down the pallets, we suggest that you place smaller orders, more frequently, so that they ship via UPS instead of LTL.

• Can we have the order delivered without having to schedule a delivery appointment?

  All Large Truck (LTL) deliveries must have a delivery appointment set.  Be sure that we have the best contact information on the order at the time it is placed.

• How do I change the delivery location and/or deliver contact after the order is placed? 

  Changing the ship-to location and/or contact after an order is placed can be difficult.  Depending on where we are in the process, we may or may not be able to accommodate.  Please contact Customer Service at 1-800-543-2577.  We will need to work directly with our shipping warehouse and/or the carrier to see what changes can be made.

• Who is your carrier?

  SAIA.  They have an excellent website for tracking orders once they have shipped:  https://www.saia.com/track.  The tracking number is written in as a PRO number.

• How do I track my order? 

  SAIA is our contracted carrier.  They have an excellent website for tracking orders once they have shipped:  https://www.saia.com/track.  The tracking number is written in as a PRO number.

• We can take pallets, but we don’t have a loading dock.  What do we need to do?

  These deliveries require a truck with a Lift-Gate, which we can accommodate.  When the carrier calls to schedule the appointment, YOU will need to inform them that you need a truck with a Lift Gate.  For EACH LTL order that you place with us.  Unfortunately, we are not able to take this information or pass it on to the carrier directly.  We have no ability to set this requirement for all orders on your account.

• What should I do if the product is delivered, and I can’t get the Large Order/pallets into the building?  (i.e. can’t get the pallet up to the door, or can’t fit the pallet through the door)

  Weather, staffing and parking space allowing, we would suggest that you have the carrier drop the product as close to the door as possible, and have staff break down the pallet and bring the product inside.  We know that that is not always possible.

  If you are unable to take the product, you can REFUSE the product, and contact customer service at 1-800-543-2577, immediately.  We will need to work with our carrier and warehouse to have the product returned and re-shipped via UPS.  We may or may not be able to keep the same order number.  And this will cause a significant delay in re-shipment of your order as we will need to return and reship the same product.

• I don’t want Large Truck deliveries or products on pallets.  How can I get all my products sent UPS?

  Check with us and we will see if we can accommodate that.  If you can receive Large Truck deliveries with products on pallets, but prefer not to, we recommend that you place smaller orders, more frequently.

Billing and Invoicing

• Can I pay an Invoice online? How can I see all my overdue, unpaid, and paid Invoices?

  Yes. To access your Invoice Center, click on the ellipsis menu (3 vertical dots) in the top right corner of the site once you are logged in and then select ‘Invoices.’ You can also click on the button for "Pay an Invoice" in the top left corner of the ProShop site. This will take you to the external payment processor site. First time visitors will need to 'Register Now' before using the login feature or you can quickly access available invoices via 'One Time Payment'. To authorize access to the NEW payment site, use your 10-digit Crest Oral-B billing account number as your Account ID and the first 6 digits of that billing account number as the PIN for registering or one-time payment purposes. You can find your Crest Oral-B Billing account number on your invoice.

• What are my Invoice payment terms? 

  Office accounts have Net 30 payment term. Net 30 provides a 30-day window for customer to settle their invoice. Payment in the bank is required by Day 30.

• What are my invoicing options? 

  We recommend signing  up for eBilling and having your invoices emailed to you. To do this, see the FAQ "How do I request my Invoices be emailed to me?" You may receive a paper invoice via USPS (needs to be a USPS deliverable location) if you prefer.  Invoices are produced when items ship.  Offices may receive multiple invoices for a single order if products are on back order. Invoices are also available in your Invoice Center. See 'Can I pay an Invoice Online?' for directions on accessing the Invoice Center.

• How do I request my Invoices be eMailed to me?

  You can sign up for eBilling in your account preferences or at checkout. Log into ProShop, click on the ellipses menu (three dots) at the top right, click on the Wallet menu item, and there you will see Invoice Delivery Preference where you can select Email to have your invoices emailed. Please confirm your email address for it to activate. If help is needed, call 1-800-543-2577 (Option 1) and ask for an agent to assist.

• Can I bill to a different address than I ship to? How can I change my bill-to address?

  If you need your invoices mailed or emailed to a different address or email address, Customer Service can set up a special Bill To account for your office.  Please call 1-800-543-2577 (Option 1) and ask for an agent in our credit department to assist.  If you prefer email, provide your office account number/name/address/email address and the information where you need your invoices sent (Name/Address/Phone/Email).  Specify if you prefer Invoices mailed USPS or emailed invoices to the provided email address.

Account Management

• How do I update my contact information – name, address, phone, email?

  Please go to the “Account Information” tab within ProShop.  Note- a change in Shipping Address or office phone number needs to go through a review and an approval process which may take 24-48 hours.  Email address changes are immediate,

• I’m a dental student who’s undergraduate education has been completed, but am still in residency or fellowship, how do I update my student account?

  Most dental professional students (dentists, dental hygienists, dental assistants) complete their studies in 2 – 4 years depending on your program, this is why we ask for your dental school and graduation date.  However, we recognize some go on for further studies and specialize, entering into residency and/or fellowships.  If you are still a student and you received an email that your account has been inactivated, please email crestoralbaccount.im@pg.com with confirmation of the school (it may or may not have changed) and your new graduation date and we will update your account. 

  If you have completed your studies and want to use your same email address and transition you student account to a personal Professional account, please send in an email to crestoralbaccount.im@pg.com confirming your USPS home/street address and phone number as you will be emailing us from the email address that is on your account and we will move update your student account to a Personal Account.  We will also need your license number (please confirm name and state of licensure if required by your state)

  If you need a new Business/Office account set up, you can log into ProShop and set up a new business account.  The site will walk you through the set up.  Or, you can contact customer service at 1-800-5432577 (Option 1) and a Customer Service agent can also assist. 

• I am a retired dental professional, can I still have a ProShop account?

  Yes, all retired dental professionals (Dentists, Hygienists, Dental Assistants) may have a Personal account.  You can log into crestoralbproshop.com and set up your new account.  In the license field, please enter your license (if you recall) or the “name/state-Retired” where you practiced for confirmation of your personal account.  Or, contact Customer Service at 1-800-543-2577 (Option 1) and a Customer Service agent can assist you.

• How do I change my Password on ProShop, can Customer Service help?

  Because you are working YOUR access, unfortunately, customer service cannot help you change your password on ProShop.  If you click on the 3 dots in the top right corner to open the menu to click on Communications and Password Settings tab and enter your current and new password in the appropriate boxes (minimum of 8 characters; include at least 1 number/1 letter). 

• I can’t remember my Password, how do I reset my Password on ProShop, can Customer Service help?

  Because you are working YOUR access, unfortunately, customer service cannot help you remember or reset your password on ProShop.  If you cannot remember, go to crestoralbproshop.com and click to the Login screen.  Then, under the password box is a link “Forgot your Password?”.  Click the link, follow the instructions and you will be able to reset your password. 

• My email address does not seem to work – I cannot reset my password or log into ProShop, what do I do?

  If you have tried to reset and/or change your password and cannot log into ProShop, please email proshophelp.im@pg.com and someone from the ProShop support team will contact you with additional assistance.

• How do I remove an office user from my office account if they no longer work at the office?

  If you have one or more staff who accessed the office account for purchases who are no longer working at the office or who you would like to restrict from purchasing in the future, please email proshophelp.im@pg.com and provide the user name/email and we will remove access from the office account.  You can also call Customer Service at any time and they can inform you who has access for ordering from the office account and can assist with any needed linkages or unlinking needs.

• Why would I get an error message saying 'The status of your account may have changed...'?

  There are 2 primary reasons your account is suspended.  The first is a lapsed account.  Accounts are suspended if the office has not ordered in 18 months.  To reactivate,  email crestoralbaccount.im@pg.com, confirm office name, address, phone, email address and account will be reactivated and ready for orders.

  The second reason an account is suspended is due to collections.  For invoiced offices, payment is due 30 days from the date the order is shipped.  There is a due date on every invoice.  If you send in a check, make sure you plan on ~5 days for mailing depending on your location.  If you pay online using the link on crestoralbproshop.com, payment is posted the following day. 

  Payments must be posted for the account to be reactivated.  If you are seriously past due or sent to our collection agency, you will need to pay for your orders using a credit card for 12 months once the account has been reinstated.

Promotions

• What are the current promotions and codes

  Because our promotions change frequently, please check the banners in ProShop or contact customer service for a list of active Promotions at 1-800-543-2500 (Option 1) or email crestoralbproshop.im@pg.com.  Some Promotions require automatic shipments and minimum order and quantity requirements.

Returns/Damage

• How do I initiate a return/credit?  Missing or damaged products?

  Please contact customer service at 1-800-543-2577 (Option 1) and ask for a claims agent.  The office is responsible for the cost of the return unless an incorrect or damaged product was received

  If some / all of your order was damaged, you can choose to refuse the order and ask UPS to return to our plant.  If you have already received the order and there is damage, please take a photo of the damage and email the photo along with your office contact information to urgentissues.im@pg.com and we will work to refund or replace the damaged item/order.

Auto-Shipments

• What is an Auto Shipment?

  Automatic shipments can be set up to automatically order the products you use on a regular basis.  You will be able to pick the products, including Patient Bundles, and specify the quantities, frequency and preferred delivery day.  You will also be able to manage your Auto Shipments from Proshop.

• What is the benefit of an auto-shipment?  Are there savings associated with auto-shipments?

  Automatic shipments are a great convenience for the office so you don’t run out of brushes or have to remember to log in or call in to order.  It is very important to correctly estimate the number of brushes and the frequency of shipments so you are receiving your next shipment right before you may run out of product.  You may have to slightly adjust the quantity or the number of orders each year until you get it just the way you want it.

  Some of our promotions require the office to be on automatic shipments.  They may also require only certain premium toothpastes and a minimum number of orders each year.  Additionally, shipping is always free when you are on an automatic shipment plan.  Last, once you get the correct quantity and order frequency adjusted, you won’t have to pay expedited shipping for fear of running out of product.

• Do I get a notification that an auto-shipment is on its way?  How long do I have to make a change to my next shipment?

  If we have a current and correct email address on file, you will receive an “Advanced Shipment Notification” approximately 30 days prior to estimated delivery.  You can make changes to your Auto Shipment up to 8 days prior to expected delivery day. ProShop will actually tell you the last day you can make a change for it to be applied to the “next order”.   Or if you prefer, contact customer service at 1-800-543-2577 (Option 1) or email Crestoralbpro.im@pg.com for assistance with your Auto Shipment.