Frequently Asked Questions
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REGISTRATION
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How can my location get started on the program?
Clinics must designate an individual to register that location. This individual must be authorized to approve/decline participation requests for that location. This person will act as the Program Administrator. Once identified, they must login to www.HillsVet.com/VIP-Market, click on the ‘Get Started’ button and follow the prompts.
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.
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Are there any restrictions on who can participate in the program?
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How can my location get started on the program?
Clinics must designate an individual to register that location. This individual must be authorized to approve/decline participation requests for that location. This person will act as the Program Administrator. Once identified, they must login to www.HillsVet.com/VIP-Market, click on the ‘Get Started’ button and follow the prompts.
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.
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How can I enroll in the program?
- Login to www.HillsVet.com/VIP-Market
- Click on the ‘Get Started’ button and follow the prompts
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What information do I need to sign up?
Your registration requires the following information:
- Full name
- Address
- Phone
- Mobile Phone
- Select Role (Vet, Tech, etc...)
- Veterinarian
- Veterinarian Technician
- Academician
- Office Manager/Other Healthcare Team
- Veterinary Student
- Veterinary Technician Student
- Student/Staff ID (college only)
- Location (searchable)
- 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 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.
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VIP Market Flyer PDF
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Vet Staff PDF
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Clinic Admin PDF
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ORDERING
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What products are available for purchase through the Hill’s VIP Market program?
All Hill’s products, including Prescription Diet®, Science Diet®, Ideal Balance™ and Healthy Advantage® are available for purchase through the program, with the exception of 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.
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If I order a Prescription Diet product, what steps will I need to take so that Vetsource™ 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, you will need to identify each pet for which you are placing a food order. The request will then route to the veterinarian identified at your location during the setup process. That veterinarian will approve (or if he/she is not the pet's veterinarian, will verify the recommendation with the pet's veterinarian) and indicate the number of refills available.
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Is there a limit on how much I can order?
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What is the discount?
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What payment methods are accepted?
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How many times in a month can I order?
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Once I’m enrolled, how do I login to order?
You must be registered under your location and be approved by your location’s Program Administrator to order product.
Go to www.HillsVet.com/VIP-Market and click on ‘Get Started’. You can then begin to shop.
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What if I need more details about a diet?
Please login to www.HillsVet.com to access product information.
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How will I know how many pounds I have left to order for a month?
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How will I know if my order went through successfully?
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Can I set up my order to automatically ship each month?
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DELIVERY
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What are the delivery options?
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When the Hill’s VIP Market orders are delivered, how will I know which products are for my pets, versus the clinic product order?
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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 or school delivery, your order will arrive with the next scheduled Hill’s delivery, if you meet the order cut-off time for your location when ordering.
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My product order didn’t arrive – who should I contact?
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ACCOUNT MANAGEMENT
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If I change vet clinic locations, how do I move my information from my previous clinic to my new location?
- Login to www.HillsVet.com/VIP-Market
- Select the ‘Get Started’ button
- Go into your profile and select a new Location
- Notification will be sent to the Program Administrator at your newly selected Location.
- The Program Administrator must verify the change.
- The Program Administrator at your previous location will be notified that the change to your location has been made.
- All information associated with your profile will be maintained at the new location.
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How do I update my account information?
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How do I order if I don’t have Internet access at the clinic or my school?
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SUPPORT
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Who do I contact if I have questions about my order?
Contact a VetSource™ Representative at 866-655-8175 Monday through Friday from 5AM until 5PM Pacific Standard Time (8AM to 8PM Eastern Standard Time).
Menu for 866-655-8175:
For help placing an order please press 1.
To cancel an order, please press 2.
To track an order, please press 3.
To process a return or report damaged product, please press 4.
For Super User support please press 5.
For technical support please press 6.
To learn more about VetSource™ services, please press 7. -
Does Hill’s still have a 100% satisfaction guarantee for product purchased through this program?
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Who does the location Program Administrator contact with questions about the Hill’s VIP Market?
Contact your Hill’s Territory Manager or Professional Consulting Veterinarian with program specific questions. For order, or shopping specific questions, contact a VetSource™ Representative at 866-655-8175. Customer Service is available Monday through Friday from 5AM until 5PM Pacific Standard Time (8AM to 8PM Eastern Standard Time).
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If I have trouble logging into Hillsvet.com – who should I contact?
To register, go to: http://www.hillsvet.com/en/us/prefcenter/register-with-us
To reset your password, click here: http://www.hillsvet.com/en/us/prefcenter/forgot-password#sign-in-help
If you are you still having issues, contact the Hill’s Veterinary Consultation Service at 1-800-548-VETS (8387) or via email at vet_consult@hillspet.com
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POLICIES
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CURRENT VETSOURCE™ PARTNER CLINICS - CURRENT SCRIPTRIGHT™ USERS
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What is the new Hill’s VIP Market tab in my ScriptRight™?
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How do I get started on the Hill’s VIP Market?
To get started you can use the finder on the Hill’s VIP Market tab to locate your practice or school and then enter your Hill’s account number to activate your tab.
Next you will need to go to www.HillsVet.com/VIP-Market and click on the ‘Get Started’ button and follow the prompts to register your practice or school, if you are the Program Administrator.
Clicking on ‘Program Administrator Login’ allows you to set up your Hill’s VIP Market veterinarians. The www.HillsVet.com/VIP-Market Program Administrator portal is where you will go to manage participants and review orders as your team starts shopping.
To return to ScriptRight, click on ‘Log out of admin’ in the upper right hand corner. You will now be able to click on the ‘Select Veterinarian’ drop down to view the vets you previously entered in the Program Administrator portal. By entering the vet’s PIN and clicking login, you may approve or deny staff requests.
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How can I manage the Hill’s VIP Market Program from ScriptRight?
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How do I get back to ScriptRight from my Hill’s VIP Market Admin portal?
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Why is the Support phone number on the Hill’s VIP Market tab different from the number on the Rx Pad?
Rest assured, the same dedicated VetSource™ Sales and Customer Support Representatives will continue to support you for all your Home Delivery and Hill’s VIP Market needs. Having a dedicated phone number for the Hill’s VIP Market Program helps us to provide you the highest level of customer service for both programs.
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Why do Hill's VIP Market nutritional recommendations for Prescription Diet products not appear in my ScriptRight Lite smart phone application?
At this time Hill's VIP Market Program prescription approval is limited to the desktop ScriptRight application or the www.vetsource.com online portal.
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