Frequently Asked Questions

  • REGISTRATION

    • How can my location get started on the program?

      Before a veterinary clinic or Hill’s Food, Shelter & Love participant can register their location to participate in the VIP Market, they must first have an account with Hill’s, which includes a valid ship-to account number.  Hill’s assigns these numbers when a clinic first applies and is accepted to become an authorized distributor of Hill’s pet foods, or when a shelter applies and is accepted into Hill’s Food, Shelter & Love program.

       

      To begin VIP Market registration, clinics/shelters must designate an individual to register their location. This individual must be authorized to approve/decline participation requests for that location and will act as the Program Administrator for their account. Once identified, they must login to www.HillsVet.com/VIP-Market, and go through the registration process for the hillsvet.com website, before moving on to register for the VIP Market. Once registered for hillsvet.com, they click on the ‘Shop Now” button and follow the prompts. An important part of the process will be to ask the person registering the account to enter their Hill’s ship-to account number, so having that number ready will help to expedite the process.

       

      School locations have pre-designated Program Administrators. For the colleges of veterinary medicine, Hill’s Student Representatives are the Program Administrator. For participating veterinary technology programs, Hill’s Faculty Agents are the Program Administrator.

    • Are there any restrictions on who can participate in the program?

      All veterinary healthcare team members and staff within a veterinary clinic are encouraged to participate in the program. Students and Faculty of veterinary medicine are also eligible to participate, as long as doing so is in compliance with any on-campus policies. Paid employees of shelters participating in Hill’s Food, Shelter & Love program are also encouraged to participate in the VIP Market.

    • How Can I Enroll In the Program?

      1. Login to www.HillsVet.com/VIP-Market
      2. If you are not a current registered user of www.HillsVet.com, please go through the registration process to set up your username and password
      3. Once you’ve obtained your www.HillsVet.com username and password, enter the VIP Market to begin your registration process
      4. Click on the “Shop Now” button and follow the prompts to complete your registration.
    • What information do I need to sign up?

      Your registration requires the following information:

      1. Full name
      2. Address
      3. Phone
      4. Mobile Phone
      5. Email
      6. Select Role Related to Your Location
        • Veterinary Clinic
        • Veterinary or Technician College
        • Shelter in Hill’s Food, Shelter & Love Program
      7. Student/Staff ID (college only)
      8. Location (searchable)
      9. Graduation date (college only) — MM/YY

       

      After your registration request is submitted, an email request notification will be sent to the Program Administrator at your selected Location.

      The Program Administrator dashboard will indicate the status of each request (pending, approved and inactive).

       

      Once approved, an email notification will be sent back confirming you now have full access to the site. The email will include a link to log in to www.HillsVet.com/VIP-Market.

    • VIP Market Flyer PDF

    • Vet Staff PDF

    • Clinic Admin PDF

  • ORDERING

  • DELIVERY

    • What are the delivery options?

      You can choose between clinic/school delivery (free) and home delivery (discounted UPS rates).

      Home delivery is not available to Hawaii, Alaska, or the Caribbean.

      Orders delivered to programs located in Hawaii and Alaska will be allocated their normal Hill’s per pound shipping surcharge.

    • When the Hill’s VIP Market orders are delivered, how will I know which products are for my pets, versus the clinic product order?

      Each Hill’s VIP Market item will be stickered indicating it was ordered through the Hill’s VIP Market and will include the name of the individual who placed the order, as well as your order number.

    • How do I know when my order will arrive?

      If you choose Home Delivery, you will be notified by email when your order ships and you will be provided a UPS Tracking number.

       

      If you choose clinic, shelter or school delivery, your order should arrive within the next two scheduled Hill’s deliveries (1-2 weeks), if you meet the order cut-off time for your location when placing your order.

       

      Placing your VIP Market order earlier than your clinic or shelter’s regular product order for a given week is encouraged, in order to help meet your location’s order cut-off time.

       

      If you are a student or staff member of a veterinary or technician college, please visit with your Hill’s Student Representative for specific information related to your campus delivery cycle.

    • My product order didn’t arrive – who should I contact?

      Contact a VetSource™ Representative at 866-655-8175 and select Option 3. Customer Service is available Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).

  • ACCOUNT MANAGEMENT

  • SUPPORT

  • POLICIES

    • What is the process for returns?

      To initiate a return, please call a VetSource™ Representative at 1-866-655-8175 and select option 1. Customer Service is available Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).

       

      If you received your VIP Market products via home delivery, a VetSource™ Representative will outline the process for your return.

       

      If you received your VIP Market delivery at your workplace or campus, please follow the process below.

       

      • If you receive some or all of your deliveries via a Hill’s truck, please return the VIP Market product to the Hill’s Customer Service Representative (driver) the next time he/she delivers product to your location. The Hill’s CSR will create a Return Goods Authorization for the product you are returning, which will initiate the process of you receiving credit. Credit will be applied to the original form of payment used for your VIP Market purchase and may take up to two weeks to process
      • If you receive ALL of your deliveries via a 3rd party carrier, a VetSource™ Representative will outline the process for your return
    • What if I have any issues with my product?

      If you are a participant from a veterinary clinic, please reach out to your Hill’s Territory Manager or Professional Consulting Veterinarian with program specific questions.

       

      If you are a participant from a college of veterinary medicine or a technician program, please reach out to your Hill’s Student Representative.

       

      If you are a participant in a shelter enrolled in the Hill’s Food, Shelter & Love program, please contact our Shelter Helpline team at 1-866-283-1217

       

      For order, or shopping specific questions, contact a VetSource™ Representative at 866-655-8175. Customer Service is available Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).