Frequently Asked Questions

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Hill’s Horizon

What is Hill’s VIP Market?

Hill’s VIP Market allows our partners in select veterinary clinics, colleges of veterinary medicine, technician programs and shelters in the Food, Shelter & Love program to order discounted Hill’s products to feed to their own Very Important Pets .

  • Registration

    How can my location get started on the program?

    Before a veterinary clinic or Hill’s Food, Shelter & Love partner 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.

    Current Hill’s veterinary clinic, school* and Food, Shelter & Love customers must designate an individual to register their location. This individual must act as the Program Administrator for that clinic or shelter in order to approve/decline participation requests from other employees in that location. Once identified, they must login to HillsVet.com/vip-market, click on the “Shop Now” button and follow the prompts.

    *For colleges of veterinary medicine, Hill’s Student Representatives are the Program Administrators. For participating veterinary technology programs, a faculty Program Administrator must be designated by the school.

    Who can participate in the program?

    • All veterinary healthcare team members and staff within a veterinary clinic
    • Paid employees of shelters in the Hill’s Food, Shelter & Love program
    • Students and Staff of AVMA-accredited colleges of veterinary medicine and veterinary technology programs, as long as doing so is in compliance with any on-campus policies.

    How can I enroll in the program?

    1. If you are not currently registered on HillsVet.com , please Register to set up your username and password. You will receive an email from Hill’s requesting you to validate your email address. This link is valid for 24 hours.
    2. Once registered for HillsVet.com, click on the red “Shop Now” button on HillsVet.com/VIP-Market and follow the prompts to complete your registration. You will need your new username and password from HillsVet.com to complete your VIP Market registration.

    What information do I need to sign up?

    1. Full Name
    2. Address
    3. Phone
    4. Mobile Phone
    5. Email
    6. Select Role Related to Your Location
      1. Veterinary Clinic
      2. Veterinary or Technician College
      3. 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 your registration is approved by your location’s Program Administrator, you will receive an email notification confirming your access to VIP Market. The email will include a link to log in to HillsVet.com/VIP-Market.

  • Ordering

    What products are available for purchase through Hill’s VIP Market?

    All Hill’s retail products, including Prescription Diet, Science Diet, and Healthy Advantage are available for purchase through the program. This excludes Not-For-Resale bags like Kennel Packs and free products, such as samples.

    Hill’s treats and canned products are included in the program and are sold by the case.

    If I need to order a Prescription Diet food for my pet, what additional information do I need to provide?

    Hill’s Prescription Diet products can only be sold under the direction and supervision of a licensed veterinarian, and only where a veterinarian-client-patient relationship exists. To order a Prescription Diet product through the VIP Market program, you will need to identify each pet for which you are placing a Prescription Diet food order. The order request will then route to the approving veterinarian at your location. If the approving veterinarian at your location is not your pet’s veterinarian, you will need to provide a valid veterinary diet authorization from your pet’s veterinarian.

    If you are a veterinarian, you can bypass the approval process when ordering Prescription Diet products for your own pets by using the DVM bypass option at checkout. Simply answer “Yes, I am a Vet” to the question provided and follow the prompts to verify your status. Completing this process will ensure your Prescription Diet orders do not route for veterinary approval.

    Is there a limit on how much I can order?

    You may order up to 120 pounds of Hill’s products per calendar month. Unused pounds do not carry over from one month to another.

    What is the discount?

    Program discounts are displayed on the VIP Market ordering site.

    If you are a clinic or school participant, please contact your Hill’s Territory Manager, Professional Consulting Veterinarian or Hill’s Student Representative for further information on your specific discount.

    Shelters currently enrolled in Hill’s Food, Shelter & Love program may contact the Hill’s Shelter Team at 1-866-283-1217 for more information.

    What payment methods are accepted?

    All major credit cards are accepted.

    How many times in a month can I order?

    There is no restriction around the number of times you may order each calendar month, as long as you do not exceed a monthly total of 120 pounds. Unused pounds do not carry over from one month to another. See Delivery Section below for information on timing of deliveries.

    Once I’m enrolled, how do I login to order?

    First, you must be registered for the VIP Market under your location and be approved by your location’s Program Administrator. Once you are approved, go to HillsVet.com/VIP-Market, click on “Shop Now”, enter your username and password and click the “Shop Now” button again to enter the shopping site and select your products.

    What if I need more details about a diet?

    Please visit HillsVet.com or reach out to your Hill’s Representative to find out more about Hill’s products. If you are a veterinary professional needing nutritional case consultation, you may also contact the Hill’s Veterinary Consultation Service at 1-800-548-VETS (8387) or via email at vet_consult@hillspet.com.

    How will I know how many pounds I have left to order in a month?

    Your monthly pound balance will be shown once you access the Hill’s VIP Market site at the top right corner of the screen.  As you shop, your pounds are adjusted for the items you add to your cart. Remember that if you have an autoship order active, your monthly pounds  have automatically been modified to allow for your autoship order.

    How will I know if my order went through successfully?

    You will receive confirmation of your order and order number via email. Your Program Administrator can also see the status of all orders.

    Can I set up my orders to automatically ship each month?

    Yes, autoship orders are available. If you have an autoship order active, you will see that your pounds allocated for the month have automatically been reduced for the weight of your scheduled autoship order.

  • Delivery

    What are the delivery options?

    You can choose between delivery to your clinic/school/shelter location (free) and home delivery (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 Hill’s VIP Market orders are delivered with the clinic/school/shelter’s order, how will I identify my products?

    Each Hill’s VIP Market item will be stickered with an orange sticker indicating it was ordered through the VIP Market.  This sticker clearly identifies who the order is for along with additional order information designed to make product distribution and pick up easy and efficient.

    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 delivery to your clinic, shelter or school location, your order will arrive with the next two scheduled Hill’s deliveries, if you meet the order cut-off time for your location when ordering.

    Placing your VIP Market order earlier than your clinic or shelter’s regular product order is encouraged to help ensure the most timely delivery possible.

    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 schedule.

    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 Mangement

    If I change vet clinic/shelter/school locations, how do I move my information from my previous location to a new one?

    1. Login to HillsVet.com/VIP-Market
    2. Select the “Shop Now” button.
    3. Click on your name in the upper right corner of the VIP Market shopping site
    4. Click on your Profile and then “Hill’s VIP MARKET” to select a new location
    5. Notification will be sent to the Program Administrator at your newly selected location.
    6. The Program Administrator at your new location must verify the change, by approving your request to participate.
    7. All information associated with your profile will be maintained at the new location.

    How do I update my account information?

    To update your name, address, or billing information, please access your account within Hill’s VIP Market by clicking on your name in the upper right corner of the shopping site and accessing your Profile.  You may also update your pet’s information here as well. If you are having issues updating your information on Hill’s VIP Market, please contact a VetSource Representative at 866-655-8175 Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time) for assistance.

    How do I order if I don’t have internet access at my location?

    Hill’s VIP Market is accessible from any device with Internet access, including smartphones and tablets.

  • Support

    Who do I contact if I have questions about my order?

    Contact a VetSource Representative at 866-655-8175 Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).

    Does Hill’s have a 100% satisfaction guarantee for products purchased through this program?

    Yes, we have a 100% satisfaction guarantee for products purchased through Hill’s VIP Market. If you are dissatisfied with a product ordered through the VIP Market, contact your Hill’s Customer Service Representative (driver)* to return the product for a refund. You may also contact a VetSource Representative at 866-655-8175 and select option 1 for more information on how to return your product for a refund.

    Customer Service is available Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).

    *If you are a VIP Market participant at a college of veterinary medicine, please contact your Hill’s Student Representative to arrange returns of products delivered to the school.  To return products delivered via Home Delivery, please contact Vetsource at 866-655-8175 and select option 1  for more information on how to return your product for a refund.

    Who does the location Program Administrator contact with questions about Hill’s VIP Market?

    Contact a VetSource Representative at 866-655-8175 Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time).

    • Veterinary Clinic Administrators - please reach out to your Hill’s Territory Manager or Professional Consulting Veterinarian with program related questions
    • School Program Administrators - please contact our Hill’s Schools Team at schools_hills_vip_market@hillspet.com
    • Shelter Program Administrators - please contact our Hill’s Shelter Team at 1-866-283-1217 or via email at shelters@hillspet.com

    If you are not a Program Administrator and have questions about the VIP Market, please contact your location’s Program Administrator, Hill’s Territory Manager or Professional Consulting Veterinarian. 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).

    If I have trouble logging into HillsVet.com, who should I contact?

    Go to HillsVet Login, enter your email address and click “Forgot Password” to reset your password. If you are still having issues,  please contact the Hill’s VIP Market Support Team at 1-866-283-1217 or via email at hills_vip_market@hillspet.com.

  • Policies

    What is the process for returns?

    Returns for Workplace Deliveries: Return the VIP Market product to the Hill’s Customer Service Representative (driver) the next time food orders are delivered 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 your location does not have a Hill’s CSR (driver) delivering your orders, please follow the instructions for Home Delivery Returns below.

    Returns for School Campus Deliveries: For participants at colleges of veterinary medicine, please contact your Hill’s Student Representative to initiate your return. For participants at veterinary technology schools, please contact your Program Administrator to initiate your return.

    Returns for Home Deliveries: Contact a VetSource Representative at 866-655-8175 and select option 1 for instructions on how to return your product for a refund. Customer Service is available Monday through Friday from 6AM until 4PM Pacific Standard Time (9AM to 7PM Eastern Standard Time)

    What if I have any issues with my products?

    • Veterinary Clinic participants, please reach out to your Hill’s Territory Manager or Professional Consulting Veterinarian
    • School Program participants, please talk to your Hill’s Student Representative or Program Administrator
    • Shelter Program participants - please contact our Hill’s Shelter Team at 1-866-283-1217 or via email at shelters@hillspet.com

    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).