Help with placing orders, billing questions, refunds, guarantees, chargebacks, and payment-related concerns.

Orders & Billing

Everything you need to know about managing your KilgourMD subscription, billing dates, changes, pauses, and cancellations.

Subscriptions

Information about shipping timelines, carriers, tracking, international orders, expedited shipping, and damaged deliveries.

Shipping

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KilgourMD

Learn about KilgourMD shipping, subscriptions, billing, refunds, returns, order changes, and our 90-day satisfaction guarantee.

KilgourMD Orders, Shipping & Subscriptions | FAQs & Support

Everything you need to know about ordering KilgourMD, shipping timelines, subscriptions, billing, returns, and our 90-day guarantee.

Orders, Shipping & Subscriptions

What is KilgourMD?

Why is the KilgourMD system unique?

Who can use KilgourMD?  Can men use this?

Do you offer a fragrance-free version of your products?

Who created the KilgourMD system?

Where are the products manufactured?

Why can I only buy KilgourMD products on your website?

Should I see a dermatologist?

Can I see Dr. Kilgour in clinic?

The Science Behind KilgourMD Serums

Are You Currently Conducting Clinical Trials?

Getting Started

Have a question? We are here to help!

Having trouble on the website?

Contact Us

How does the two-stage KilgourMD System work?

What is the difference between the Treatment and Prevention Serums?

How long does one bundle last?

What are the different bundles you offer?

Overview & System Basics

How should I apply the serums and how often?

How much serum should I use, and how can two droppers cover my whole scalp?

Should I use both serums together or separately?

When can I wash, style, or color my hair after applying the serums?

Can I use the serums on my eyebrows?

How to Use the Serums

Will I experience shedding or other side effects?

Will the serums make my hair look greasy?

What if the serum changes color or leaves a yellow/orange tint?

Why does my Prevention Serum look orange?

What to Expect While Using the Serums

How long does it take to see results?

Do missed doses undo my progress?

Will I have to use the KilgourMD serums forever like minoxidil? What if I miss a day?

What do I do if I'm experiencing shedding?

Consistency, Results & Long-Term Use

Where can I find the full ingredient list for the serums?

Do the KilgourMD serums contain hormones or minoxidil?

What is Redensyl — and is it in your products?

What is Capixyl — and is it in your products?

What is Procapil — and is it in your products?

What is AnaGain — and is it in your products?

What is RootBioTec — and is it in your products?

Ingredients & Formulation

How should I store the serums and how long do they last?

Why do I have different droppers?

My serum dropper isn’t filling correctly — what can I do?

Storage, Packaging & Troubleshooting

The Treatment & The Prevention

Are the products safe?

Are KilgourMD products clean?

Can I use KilgourMD with other hair treatments or medications?

Can I use KilgourMD with PRP, microneedling, or laser caps?

Can I use KilgourMD during pregnancy or while breastfeeding?

Can I use KilgourMD during chemotherapy?

Can I use KilgourMD with autoimmune or thyroid-related hair loss?

Can I use KilgourMD with oral or topical minoxidil?

Can I use KilgourMD with GLP-1 medications?

Can I use KilgourMD while taking prescription medications?

What if I have allergies or sensitive skin?

Can I use the serums if I have scalp conditions like psoriasis or eczema?

Do your products contain hormones or estrogen?

Do you test on animals?

Safety & Compatibility

What’s your 90-day guarantee?

What is your refund policy?

How long do refunds take to process?

What happens if I file a chargeback?

What if I was charged twice or have duplicate subscriptions?

How do I apply a discount code or store credit?

Can I cancel or change my order after it’s been placed?

Can I return unopened products?

How do I manage my subscription?

How do I cancel my subscription?

When will my subscription renew?

When will I be billed for my subscription?

Can I switch between one-time purchases and subscriptions?

When will my KilgourMD order ship?

How can I track my KilgourMD order?

What carrier do you use for shipping?

How much do you charge for shipping?

Do you offer expedited shipping?

Do you ship internationally?

How do I handle customs duties for international orders?

What should I do if my order arrives damaged or leaking?

What is Flex and what is their relationship with KilgourMD?

How do I use Flex to submit my HSA/FSA?

Can I get reimbursed if I’m subscribed to KilgourMD?

Why is my HSA/FSA card being declined?

I submitted my Flex itemized receipt for reimbursement and my FSA requires more information.

Help! I didn't receive an email from Flex with my itemized receipt and/or letter of medical necessity. What should I do?

How long should I keep my Letter of Medical Necessity?

I would like to use multiple HSA/FSA cards to pay for an item. Can I do that?

Is sales tax covered by HSA/FSA funds, or is it treated separately?

What is a Letter of Medical Necessity?

Why do I need to provide KilgourMD with health information?

Help! I mistakenly entered my name and/or date of birth and need to get an updated letter. Who can I reach out to?

The date on my Letter of Medical Necessity is one day different from my receipt.

My FSA says I need [a product name, NPI number, other info] added to my Letter for approval.

Help! I did not receive an itemized receipt and/or Letter of Medical Necessity from Flex. What should I do?

My HSA/FSA claim was denied. What should I do?

Can I purchase a product now and apply for FSA reimbursement in the next calendar year?

HSA/FSA with Flex