FAQs for US Shipments

How do we ship to addresses within the US? 
The default shipment method is via UPS Ground. The cost is around $15 on average for a 1 lb package within the contiguous United States and goes up from there based on dimensions and weight. Additional charges may apply for US territories or Alaska and Hawaii. The average cost for a 1 lb package to Puerto Rico is $25-$30.  On occasion depending on where the shipment is going and the total value of the shipment we will send via the post office to try and save you money but the website only calculates using UPS.  Any adjustments will be made manually on our side and will be reflected on your credit card statement when the money is captured. 

How long will it take to get my order?
All orders are processed and shipped in the order of the date they were received.  We try to have orders shipped out within 10-15 days of receiving the order.  Please note that we are not open on the weekends so orders placed during that time are not processed until we reopen on the following Monday.  All orders are manually downloaded from the website and then manually processed for shipping.  During peak times it may take longer for an order to ship but we try to stay within that 10-15 day time frame.

Can you expedite a shipment?
Yes we can expedite but please note that we must receive orders that you want expedited by 1 pm EST.  Orders received after that time will ship the following business day.  UPS offers 2-Day (Blue Label), and Next Day Air (Red Label) to most addresses in the US. Cost would depend on the size and weight of the package. Blue Label is generally around $25 for a 1 lb package. Red Label is generally around $40 for a 1 lb package within the contiguous United States. Additional charges may apply for US territories or Alaska and Hawaii.  PLEASE NOTE THAT UPS DOES NOT DELIVER EXPEDITED SHIPMENTS ON SATURDAYS UNLESS YOU PAY AN ADDITIONAL FEE.  THE RED LABEL PRICE IS FOR REGULAR BUSINESS DAY DELIVERY.

How long will it take to get my order?
As stated above, standard shipping time in the US for online orders is 10-15 business days which includes the order processing time. Kilgore International is in Michigan (Eastern Standard Time Zone). UPS Ground service to the West Coast is approximately 5 business days, to the South 3 business days, and to the East Coast shipping is approximately 2 business days. Shipping times can vary but these are the approximate deliveries. The only way to guarantee delivery is to pay for expedited shipping. If you want to require a signature for delivery please state this in the customer notes when you are in the check out section of your order.

What is a backorder?
If there are items that are out of stock that are going to take longer than the 15 days to become available it is our policy to ship what is available and backorder the rest. You will receive a packing slip with your order showing any backorders that may apply. IF YOU DO NOT WISH TO HAVE US SHIP THE BACKORDERS WHEN THEY BECOME AVAILABLE (ADDITIONAL SHIPPING CHARGES MAY APPLY) YOU MUST CONTACT OUR OFFICE AND LET US KNOW THAT YOU WANT TO CANCEL THE BACKORDER.  IF THE BACKORDER IS FOR SMALL QUANTITIES OF TEETH WE SHIP THOSE VIA REGULAR POST OFFICE WHENEVER POSSIBLE SO THAT THERE ISN'T AN ADDITIONAL SHIPPING CHARGE.

Is my Credit Card charged when I place the order?
We initially just authorize your credit card through the website for your complete order with shipping.  However, we manually capture the funds once the items are actually shipped.  With our new website all payments are handled by a 3rd party processor that meets all PCI requirements for added security of your information.  We do not receive your credit card information in-house only the authorization.  We then capture the funds for what is actually shipped. If there are backorders that will not be able to ship before 30 days from your initial order date, there will be a note on your packing slip and an online message will be sent letting you know that you will need to contact us with a credit card that we can manually process in-house to pay for the backordered items.  We need this credit card information within two weeks of the initial shipment to hold your place in line for the backordered items.  If we do not hear from you, after 2 weeks your backorder will be cancelled.