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Frequently Asked Questions

  • Overview

    What is the Hill’s® VIP Market?

    The Hill’s VIP Market allows our partners at select pet specialty stores to order Hill’s Science Diet and Hill’s Ideal Balance products, at a discount, for their own pets. Hill’s currently offers this program to store owners, managers and associates at select pet specialty stores.

  • Registration

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

    Select pet specialty stores may participate. Your Hill's Representative can assist you in getting started.

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

    All store owners, managers and associates within a select pet specialty store are encouraged to participate in the program.

    How can my location get started on the program?

    Every participating pet specialty store must designate an individual to register that location. This individual must be authorized to approve/decline participation requests for that store and act as the Program Administrator. Once identified, they must login to HillsVIPMarket.com, click on the “Sign Up” button and follow the prompts.

    How can I enroll in the program?

    1. Login to HillsVIPMarket.com.
    2. Click on the “Sign Up” button and follow the prompt.

    What information do I need to sign up?

    Your registration requires the following information:

    1. First Name
    2. Last Name
    3. Email
    4. Verify Email
    5. New Password
    6. Verify Password
    7. Role (Pet Store Owner/Manager/Associate)

    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 HillsVIPMarket.com.

  • Ordering

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

    All Hill’s products which are available in pet specialty stores, including Hill’s Science Diet® and Hill’s Ideal Balance™ pet foods are available for purchase through the program, with the exception of free products, such as samples.

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

    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 VetSource™ ordering site. Please contact your Hill's Representative for further information on your specific discount.

    What payment methods are accepted?

    All major credit cards are accepted.

    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. See Delivery Section below for information on timing of deliveries.

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

    You must be registered under your store location and be approved by your location’s Program Administrator to order product.

    Go to HillsVIPMarket.com and click on ‘Log In’. You can then begin to shop.

    What if I need more details about a Hill’s pet food?

    Please visit www.HillsPet.com to access product information.

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

    Your monthly pound balance will be shown once you access the Hill’s VIP Market site at the top of the screen. As you shop, your pounds are adjusted.

    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 order to automatically ship each month?

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

  • Delivery

    What are the delivery options?

    You can choose between delivery to your store location (free) and home delivery (discounted UPS rates).

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

    Orders delivered to pet specialty stores 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 store’s 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 delivery to your store location, your order will arrive with the next scheduled Hill’s delivery, if you meet the order cut-off time for your location when ordering.

  • Account Manager

    If I change store locations, how do I move my information from my previous store to my new location?

    1. Login to HillsVIPMarket.com
    2. Select the ‘Log In’ button.
    3. Go into your profile and select a new Location.
    4. Notification will be sent to the Program Administrator at your newly selected Location.
    5. The Program Administrator must verify the change.
    6. The Program Administrator at your previous location will be notified that the change to your location has been made.
    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, please access your account within the Hill’s VIP Market site under ‘My Account’. You may also update your pet’s information here as well.

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

    The Hill’s VIP Market is accessible from any device with Internet access, including smart phones 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 5AM until 5PM Pacific Standard Time (8AM to 8PM Eastern Standard Time).

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

    Yes, we still have a 100% satisfaction guarantee for product purchased through this program. If you are dissatisfied with a product ordered through the Hill’s VIP Market, contact your Customer Service Representative driver to return the product for a refund.

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

    Contact your Hill's Representative 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).

    If I have trouble logging into HillsVIPMarket.com – who should I contact?

    To register, go to: hillspet.com/en/us/prefcenter/register-vip

    To reset your password, click here: http://www.hillspet.com/en/us/prefcenter/forgot-password

    If you are you still having issues, contact 1-800-354-4557 or email: Hills_VIP_Market@hillspet.com

  • Policies

    What is the process for returns?

    Contact your Customer Service Representative driver to return the product for a refund.

    What if I have any issues with my product?

    Contact a VetSource™ Representative at 866-655-8175 and select Option 4. Customer Service is available Monday through Friday from 5AM until 5PM Pacific Standard Time (8AM to 8PM Eastern Standard Time).