FAQ’s

Frequently Asked Questions. Choose from the drop downs below.

  • Below are some frequently asked questions when trying to use a credit card through our website to pay for your order:

    Why won’t my card process?  In the majority of cases charges cannot be fully authorized because there is a mismatch with the billing address. It is very important that you use the address that the credit card billing statement has on file.  That is what will be matched so if it is not correct the charge will not go through.  For example, if you are living in the US or Canada but the credit card you are using is from another country – you will need to use the billing address from that other country that goes with that card – you cannot use your current address unless that is where you are getting your billing statements.

    ****PLEASE NOTE – sometimes cards issued by other countries do not participate with the AVS (Address Verification System) in the US.  If you have tried to get your card to go through and are sure you have entered the correct address for billing and the bank that issued the card is not based in the U.S, you may need to contact them to see if they participate with AVS.  If they do not, you will not be able to use that credit card on our website.****

    Any other declines are usually because of insufficient funds available on the card or an incorrect security code.

    Please check all information entered carefully before proceeding to authorize your order.

    Are the funds taken out of my account right away?   No.  Our website is set up to authorize the funds only at the time you place the order.  The processor verifies that the funds are available and puts a hold on them until we actually ship the product and tell the processor to go ahead and capture those funds.

    What happens to the funds if my card is declined for an AVS mismatch?  If the funds are approved but the transaction is declined because of an address mismatch our processor voids the transaction – usually within 24 hours.  However, your bank may still put a hold on the funds – it all depends on your bank’s policies.  We will not be able to capture those funds because it was declined but you will need to check with your bank to see how long they hold the funds.  Therefore it is important that you have the correct billing address at the time you place your order to avoid any unneccesary holds on your card.

    Why do you have to have the billing address?  This is a security feature put in place to help protect our customers from fraudulent charges. With the increase in identity theft we feel it is a worthwhile and needed requirement. While we appreciate that sometimes this can be cumbersome we would rather err on the side of caution.  We appreciate your understanding.

    If my card doesn’t process will my order still go through?  No.  We will not see an order unless it goes through the full process and a payment is authorized.  If the order is finalized and sent to us you will receive an order number and confirmation – if you have not received an order number then the order did not go through.

  • 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.  

  • How do you ship product to Canada?
    We ship orders to Canada via UPS.  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 15-20 business 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 can take longer for orders to be shipped but we try to stay within that 15-20 day window as much as possible.

    What happens if I have backordered items?
    If there are items that are out of stock that are going to take longer than the 15-20 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 items have been backordered and the backordered items will be a small shipment (i.e. a few teeth) we will send them through the post office to reduce your shipping cost however we may not be able to track it.  If the backordered items are a larger size or have too high of a value to send through the post office, the standard UPS shipping method will be used and standard shipping charges will apply.   IF YOU DO NOT WISH TO HAVE US SHIP THE BACKORDERS WHEN THEY BECOME AVAILABLE YOU MUST CONTACT OUR OFFICE AND LET US KNOW THAT YOU WANT TO CANCEL THE BACKORDER.

    Please note:  Any orders that are refused at the time of delivery may be assessed a restocking fee (minimum of 15%) plus all shipping charges.

    What are the estimated taxes and customs fees to Canada?
    Kilgore International has negotiated with UPS to have the brokerage fees included in the shipping costs from us. However we do not charge or have any control over the Canadian taxes due when shipping to Canada. We only charge the shipping costs. Once the product gets to the border the taxes may be assessed by the Canadian Government at that time. On occasion the Canadian Government may also assess a bond fee of $10 per package. This happens infrequently but again is out of our control and packages are randomly selected for this fee. Because our product is educational in nature it is marked with a tariff code representing that fact, which should make the product duty free.  Please note that in some cases once the package arrives at the border UPS may call to ask who you would like to use as your broker… if you do not say UPS it could cause additional fees and delays in receiving 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.

    How long will it take to get my order?
    Standard shipping time to Canada for items that are in stock is 15-20 business days which includes time for us to process the order. 2-3 day delivery is expected once the package is actually shipped via UPS depending on where in the country the package is being shipped.

    Can you expedite orders to Canada?
    The standard shipping method via UPS is now the expedited method and is therefore the fastest for delivery purposes to Canada. However if you need the product by a certain date please put that information into the comments section and we will let you know if we can speed up the order processing.

    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 take longer than 30 days from your initial order date to ship, 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.  

    Why is the amount charged on my credit card different from what is on my online receipt?
    All of our order forms and receipts are in US dollars,not Canadian, so when the payment is processed on your credit card there will be a difference based on what the exchange rate was on that day.