Terms & Conditions
If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. Kilgore reserves the right to refuse service, terminate accounts, or cancel orders at their sole discretion. We understand that there are times that you may need to make changes to your orders but please try to keep them at a minimum to avoid confusion or errors. We reserve the right to assess a $10 change fee if the changes to any one order become excessive.
Kilgore International strives to meet our customers' needs to the best of our abilities. If for any reason you are not happy with our products please give us a call at 517-279-9000 and give us a chance to make it right. Most of our products have a 30-day return policy. Returns after 30 days are accepted at the discretion of the company and may be subject to a 15% restocking fee. One exception to this policy is for individual teeth that are ordered. We have a no-return policy on individual teeth. Please call us with any additional questions about our return policy.
Unless you have chosen expedited shipping (which we will do our best to accommodate provided stock is available); orders shipping within the US will generally take 10-15 business days (Canadian orders average 15-20 business days) for processing and shipping. We are not open on the weekends so no shipments will be processed on Saturday or Sunday. Kilgore is located in Michigan in the Eastern Standard Time Zone. Also please note that expedited shipping does not include the weekend unless you pay and additional charge for Saturday delivery. You must make a note during checkout if you want expedited shipping with Saturday delivery so we can see if it will be possible and what the charges would be!
We ship most orders to Canada via UPS. Through UPS we have negotiated reasonable rates that include the brokerage fees and delivery is usually within 2-3 business days once shipped and we are able to track the package continuously. Please note that when we ship to Canada we only charge you for the actual shipping charges on our side. We do not have any control over taxes or bond fees that are charged by the Canadian Government once it is out for delivery. The UPS charges assessed by Kilgore average around $55 for a 1 lb package dependent on package dimensions and where in Canada it is being delivered. This charge includes the brokerage fee. UPS will contact you for payment of the GST and PST taxes and $10 bond fee if applicable. These charges are not brokerage charges - those are included in the shipping fee from us. However, if you do not pay your taxes, UPS cannot deliver the package to you. In some cases UPS may ask who you would like to use as your broker. If you choose someone other than UPS it may result in additional brokerage fees and delays for delivery of your order. If you want your product to go through a different broker please let us know in the comment section of your order to avoid unneccesary delays.
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.
Any orders that are refused at the time of delivery may be assessed a restocking fee (minimum of 15%) plus all shipping charges.
For shipments in the contiguous United States, the default shipment method is UPS Ground. The cost is around $15 on average for a 1 lb package and goes up from there based on dimensions, weight and shipping location. Shipments to territories (i.e Puerto Rico) average $25.00-$30.00 for a 1 lb package. If there are items that are out of stock that are going to take longer than the 10-15 business 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. WE DO NOT HAVE THE STAFF TO BE ABLE TO CONTACT EVERY CUSTOMER PRIOR TO SHIPPING A BACKORDER. PLEASE BE PROACTIVE WHEN YOUR ORDER ARRIVES, CHECK IT FOR ACCURACY, LOOK AT THE PACKING SLIP ON THE OUTSIDE OF THE BOX AND SEE IF YOU HAVE ANY BACKORDERS OR IF THERE ARE ANY OTHER ISSUES WITH YOUR ORDER SO WE CAN TRY TO RESOLVE THEM IN A TIMELY MANNER.
All orders placed with a billing address in Michigan will be subject to a 6% sales tax unless tax exempt paperwork is on file.