Crest Customer Service — Complete, Practical Guide from a Consumer-Relations Professional

Overview and expected outcomes

Crest is a leading oral-care brand owned by Procter & Gamble (P&G). For product-level questions, returns, quality concerns or safety reports, consumer queries are routed through the brand’s consumer relations channels and, when necessary, P&G’s corporate support. Typical outcomes for a straightforward product-quality claim (e.g., damaged tube, missing product in kit, performance concern) are acknowledgement within 24–72 hours and either a replacement, refund, or further investigation within 7–21 business days depending on evidence and where the item was purchased.

Understand that Crest itself rarely handles retail refunds for purchases made through third-party sellers (Amazon, Walmart, Target). Retailers usually control point-of-sale returns. When you contact Crest/P&G about a product defect, the brand can validate batch information, request photos or samples and issue replacements or coupons; retailers handle monetary refunds in most cases. For safety events (chemical reaction, ingestion), brands coordinate with medical/poison-control guidance and regulators — for immediate ingestion emergencies call Poison Control at 1-800-222-1222 in the U.S.

How to contact Crest/P&G customer support

Use the official, documented channels so your case creates a traceable ticket. Start at Crest’s official site and P&G’s consumer contact portals where they record your complaint against product lot codes and UPCs. Crest product pages and support articles are at https://crest.com; the P&G consumer contact page is https://us.pg.com/contact-us/. These pages will route you to the correct team and typically request basic purchase and product details up front.

• P&G corporate mailing address (use for detailed escalation letters): Procter & Gamble, 1 Procter & Gamble Plaza, Cincinnati, OH 45202, USA.
• Corporate switchboard (general inquiries): P&G main line (513) 983-1100. Use this only if you need to escalate beyond consumer relations.
• Online support: Crest contact form on crest.com or P&G’s contact form. Keep copies of all confirmation emails and ticket numbers.

Social channels can accelerate responses for non-emergency issues; many brands triage social messages quickly but still require private follow-up to share batch codes and receipts. Keep sensitive data out of public comments and move to private messages when a CSR requests case details.

Exactly what to prepare before you call or write

Being prepared shrinks resolution time significantly. Gather these items before you submit a ticket or call: where you bought the item (retailer, city, date), purchase receipt or order confirmation, product box and UPC barcode, lot/lot code or “L” number (commonly printed near the crimp of a toothpaste tube or on the box), expiration date if present, photos or short video of the issue (close-ups of damage, discoloration, missing contents), and the price you paid. For devices (electric toothbrushes), note the model number printed on the handle or box and any serial numbers.

• Minimum required info: product name + exact variant (e.g., “Crest 3D White Whitestrips Professional Effects”), UPC barcode number (12-digit), lot code, purchase date, retailer, receipt image, and 3–5 photos showing the defect or problem.
• Optional but helpful: your preferred resolution (refund, replacement, coupon), shipping address for replacements, and whether you still possess the original packaging/product (brands often request return or photo evidence).

Prepare to provide the above in the support form fields or attach them to an email. If you’re calling, have digital copies ready to upload via the support portal afterward and note your ticket number for follow-up.

Common issues, likely outcomes and timelines

Most consumer complaints fall into: cosmetic/damage on delivery, product performance (didn’t whiten as expected), packaging defects (tube seal broken), allergic reaction or safety concerns, and missing parts in kits. For cosmetic/damage or missing contents, retailers will usually process an immediate refund or exchange (Amazon: typically 30-day return window; Walmart/Target: commonly 90 days for most purchases, check current retailer policy). If Crest/P&G accepts a manufacturing defect claim, expect either a replacement shipped (typically within 7–14 business days after approval) or a coupon/credit as compensation.

For safety and health events (skin irritation, ingestion, burns), provide the same product identification details plus a detailed timeline of symptoms. P&G/Crest will escalate to their safety team; they may request that you preserve the product and packaging and will advise whether a sample shipment back to their lab is required for testing. Regulatory reporting (e.g., to FDA in the U.S.) may follow for serious adverse events — brands coordinate with consumers during that process.

Escalation paths, consumer rights and practical tips

If a standard support case stalls beyond 30 days with no substantive movement, escalate: request a case-manager name and email, refer to the ticket number, and send a concise escalation letter to P&G’s Consumer Relations address above. If monetary refund through the retailer is denied and you believe the product is defective, you can file a complaint with your state’s consumer protection office or the Better Business Bureau. For unresolved charges, consider a chargeback with your credit-card issuer as a last resort (most issuers allow disputes within 60–120 days depending on card terms).

To speed any resolution: always keep the receipt, record dates of contact, ask for and note ticket numbers and names, and attach clear photos of codes and defects. For subscription purchases, track shipment and billing dates so you can show recurring issues. Finally, retain packaging and residual product until a case is closed — many manufacturers ask for the original item or a portion of it for laboratory inspection.

How do I get a refund on Crest White Strips?

If you are not satisfied with your results, Crest will refund your purchase price. Simply return your receipt and package UPC within 60 days of purchase. Limit to one refund per person. Call 1-‐800-‐208-‐0169 for more information.

Does Costco sell Crest?

Crest Pro Health Advanced Toothpaste, 5.9 oz, 5-pack | Costco.

Who is Crest owned by?

Procter & Gamble

Does oral B own Crest?

Oral-B became part of the Gillette group in 1984. Braun, also part of the Gillette group at that time, started to use the Oral-B brand for electric toothbrushes. Procter & Gamble bought Gillette in 2005 and marketed Oral-B together with Crest under Pro-Health in 2007.

Does Crest offer a money back guarantee?

Crest offers a 60 Day Money Back Guarantee on our products. The guarantee is limited to the original, end-user purchaser. Require a valid proof of purchase which includes: purchase date, purchase price, retailer name and product purchased.

Why is the Crest online store closed?

Why Can I No Longer Order from Crest.com? The Crest website is transitioning from an e-commerce site to your go-to source on the latest product updates, where to find Crest favorites, and in-depth oral care tips and education to help keep your smile healthy.