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Frequently Asked Questions

  • Registration

    • Can my location participate in the Hill’s VIP Market?

      Presently, Hill’s VIP Market is available to all clinics with an account at VP, MVP, WDDC or AVP. Your Hill’s Account Manager can assist you in getting started. Hill’s is working diligently with CDMV to make the program available to CDMV account holders.

    • My clinic purchases our supplies from CDMV. Can I participate in the Hill’s VIP Market?

      Not yet. There were some technical issues with the VIP Market Site that needed to be overcome. Hill’s and CDMV are working diligently to overcome these issues and make the program available to CDMV account holders. In the meantime, please continue to purchase one the many Staff Feeding or Propack skus available at CDMV for to feed your own pet.

    • 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.

    • How can my location get started on the program?

      To get started, the Buying Group Account Owner must register your clinic in the program. The Account Owner should follow these steps to register the clinic:

      1. Go to Hillsvet.ca and click on the VIP Market banner
      2. Login into Hillsvet.ca. If you don’t have a login in, follow the link to register.
      3. From the VIP Market homepage, select the buying group that your clinic normally orders from
      4. Select “Register My Clinic” from the VIP Market home page
      5. Select “Enroll A Clinic”
      6. Enter the Buying Group account number and name. Confirm your information. If there your clinic is not found, please enter clinic information.
      7. Agree to the terms and conditions providing permission for the clinic to be enrolled in the program and for the clinic staff to
    • How can I enroll in the program?

      To enroll in the program, the Buying Group account holder must first enroll your clinic in the program. Once this has been done:

      1. Go to Hillsvet.ca and click on the VIP Market banner
      2. Login into Hillsvet.ca. If you don’t have a login in, follow the link to register.
      3. Select the buying group that your clinic normally orders from
      4. Select “Staff Registration” from the VIP Market home page
      5. Enter your Buying Group account number or find the clinic on the drop down menu. You clinic information will appear – confirm it is correct.
      6. Enter your personal information
      7. Agree to the terms and conditions of the programs. Also, determine if you would like to be contacted for with news and upcoming promotions.
      8. You will then be emailed a confirmation. Click on the link to activate your account.
  • Ordering

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

      All Hill’s products that are available at your Buying Group, with the exception of Propack skus or Staff Feeding skus. This includes Prescription Diet®, Science Diet®, and Healthy Advantage® brands.

       

      Hill’s canned products are included in the program and are sold by the case. Hill’s treats are included in the program and are sold either by the case or individually – depending on how your Buying Group normally sells them.

    • If I order a Prescription Diet product, what steps will I need to take so that Hill’s can confirm the product is recommended by my pet's veterinarian?

      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. Therefore, to order a Hill's Prescription Diet product, select order the product as you normally would. Before the transaction will occur, an email will be sent to you attending veterinarian you identified in the set up process. That veterinarian will approve and the transaction will be completed.

    • Is there a limit on how much I can order?

      You may order up to 120 lbs of product per month, as a participant.

    • What is the discount?

      Program discounts are displayed on the Hill’s VIP Market ordering site. Please contact your Hill’s Account Manager or Professional Consulting Veterinarian for further information on your specific discount.

    • What payment methods are accepted?

      Visa, MasterCard, Visa Debit, Diner’s Club and Discover are accepted as payment methods.

    • How many times in a month can I order?

      There is no restriction to the number of times you may order each month. You are eligible to order up to 120 lbs each month.

    • What if I need more details about a diet?

      Please login to www.HillsVet.ca to access product information.

    • How will I know if my order went through successfully?

      You will receive confirmation of your order and order number via email. For additional questions, contact us at 1-855-255-8334 or email us at hillsVIP@myvetstore.ca.

    • Can I set up my order to automatically ship each month?

      Yes, just select the AutoOrder option when adding the product(s) you want to have automatically ship to the cart. After selecting the item that you wish to purchase click on the AutoOrder button on the right hand side beside the item you wish to purchase. AutoOrders are originally set up to ship once every four weeks however you have the ability to change your order frequency to any increment in excess of one week (ie. 1 week, 2 weeks, 3 weeks, etc). One week prior to your AutoOrder shipment, you will receive an email reminding you that an AutoOrder is coming up. You will have the ability to modify or cancel your AutoOrder up to the day prior to the scheduled order date.

  • Delivery

  • Account Management

  • Support

  • Return Policy

    • What is the process for returns?

      Depending on the type of return, please follow the below procedure:

       

      Damaged Product
      • Buying Group that shipped the product should be contacted within 2 days of delivery to clinic.
      • The Buying Group may want the product returned. If so, they will arrange the return at no cost to you.
      • Replacement product delivered free of charge
        • Replacement product will not be counted against the Participant’s maximum monthly order volume
      Product Quality Concern
      • Refund of full purchase price of product
      • Contact a VIP representative at 1-855-255-8334 or email us at hillsVIP@myvetstore.ca. Customer Service is available Monday through Friday from 9 am until 5pm Eastern Standard Time.
      Returns Pursuant to Hill’s 100% Satisfaction Guarantee
      • Refund of full purchase price of product
      • Contact a VIP representative at 1-855-255-8334 or email us at hillsVIP@myvetstore.ca. Customer Service is available Monday through Friday from 9 am until 5pm Eastern Standard Time.
      Order Error by Participant
      • Refund of full purchase price of product Contact your Hill’s Representative to arrange for the refund