Frequently Asked Questions

If you have not found the answer to your question, please contact Customer Service: 1-800-543-2577 (Option 1 for US)


  • 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 for assistance.


  • 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  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.

Billing and Invoicing

  • Can I pay an Invoice Online?

    Yes, On the ProShop Homepage, you will see a button for "Pay my Invoice".  Additionally you will see a link to Pay Invoice from the main navigation of the site.  Note:  you can actually use the Pay my Invoice feature WITHOUT logging in, or without even having a ProShop User Account.   To Pay an Invoice Online, you will need to know the Invoice # and the Amount to be paid.

  • What are my Invoice payment terms? 

    Most office accounts have Net 30 payment terms.  Payment in the bank is required by Day 30.

  • What are my invoicing options? 

    You may receive a paper invoice via USPS (needs to be a USPS deliverable location) or via email.  Invoices are produced when items ship.  Offices may receive multiple invoices for a single order if products are on back order.

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

    Please call 1-800-543-2577 (Option 1) and ask for an agent for assist, or send email to and confirm the email address where Invoices are to be sent.

  • Can I bill to 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 Invioces 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 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 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 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 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 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 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, 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, 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.


  • 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  Some Promotions require automatic shipments and minimum order and quantity requirements.


  • 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 and we will work to refund or replace the damaged item/order.


  • 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 for assistance with your Auto Shipment.