Hills Vip Market College Feeding Program

What is the Hill's^® VIP Market?

The Hill's VIP Market allows our partners in the veterinary profession to order Hill's products, at a discount, for their own pets. Hill's currently offers this program to veterinarians, other veterinary healthcare team members, and staff in veterinary clinics.

Registration

1. Can my location participate in the Hill's VIP Market?
   Hill's VIP Market is available to all clinics with an account at CDMV. Your Hill's Account Manager can assist you in getting started.
   
2. 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. For all the terms and conditions of the program, please refer to the Terms and Conditions of the program.
   
3. How can my location get started on the program?
   To get started, your CDMV account holder 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 CDMV buying group.
   4. Select "Register My Clinic" from the VIP Market homepage powered by CDMV.
   5. Download the registration form and return the completed form by email or by fax as per the instructions on the form.
      
4. How can I enroll in the program?
   To enroll in the program, your CDMV account holder must first enroll your clinic in the program. Once this has been done:
   1. The manager of the VIP Market program of your location will send you an invitation by email.
   2. Click on the link in the email to create your account.
   3. Confirm you email, select and confirm your password.
   4. Agree to the terms and conditions of the program. Also, determine if you would like to be contacted for with news and upcoming promotions.
   5. Click on the button "Submit".
   6. You will automatically access to the Hill's VIP Market store powered by CDMV and you will be ready to place your order.
   7. You will also receive a welcome email confirming your registration.

Ordering

1. What products are available for purchase through the Hill's VIP Market program?
   All Hill's products that are available at CDMV, with the exception of Propack 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 CDMV normally sells them.

2. 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 the product as you normally would and click on "Request authorization" and a request will be sent to the veterinarian you identified in the set up process. Once the veterinarian has approved the request, a confirmation email will be sent to you. You will then be able to complete your order.
   
3. Is there a limit on how much I can order?
   You may order up to 120 lbs of product per month, as a participant.
   
4. What is the discount?
   Please contact your Hill's Account Manager or Professional Consulting Veterinarian for further information on your specific discount.
   
5. What payment methods are accepted?
   Visa and MasterCard, are accepted as payment methods.
   
6. 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.
   
7. What if I need more details about a diet?
   Please login to www.HillsVet.ca to access product information.
   
8. How will I know if my order went through successfully?
   You can view the status of your order by going in the "My Account" section, under My Orders.

Delivery

1. How does my product get delivered?
   Your order will be delivered to your clinic by your usual carrier. CDMV will strive to combine the delivery of your order with the orders of your clinic. Staff orders will arrive in separate boxes, identified to STAFF ORDER, with a separate packing slip with each order.

   

2. When the Hill's VIP Market orders are delivered, how will I know which products are for my pets, versus the clinic product order?
   Hill's VIP Market items will arrive at your clinic with your clinic order, but will be shipped in a separate box with a separate packing slip detailing the items purchased and name of the individual who placed the order, as well as your order number. In addition, boxes will be specially identified with the above label.
   
3. My product order didn't arrive – who should I contact?
   You can view the status of your order by going in the "My Account" section, under "My Orders".

   For more information, contact a CDMV Customer Service representative at 1-800-668-2368 or send an email at customer@cdmv.com. Customer Service is available Monday through Friday from 8 am until 5:30 pm, Eastern Standard Time.

Account Management

1. If I change vet clinic locations, how do I move my information from my previous clinic to my new location?
   If you move to another clinic, you can move your information to this new location through a new invitation from this clinic, and you will lose your order history.
   
2. How do I update my account information?
   If it is for your name, address, or billing, please access your account within the Hill's VIP Market site under 'My Account'.
   
3. How do I order if I don't have Internet access at the clinic or my school?
   The Hill's VIP Market is accessible from any device with Internet access, including smart phones and tablets.

Support

1. Who do I contact if I have questions about my order?
   Contact a CDMV Customer Service representative at 1-800-668-2368 or send an email at customer@cdmv.com. Customer Service is available Monday through Friday from 8 am until 5:30 pm Eastern Standard Time.
   
2. Does Hill's still have a 100% satisfaction guarantee for product purchased through this program?
   Yes, if you are dissatisfied with a product ordered through the Hill's VIP Market, we will refund the full purchase price of product. Contact your Hill's sales representative to make the proper arrangements.

Return Policy

1. What is the process for returns?
   Depending on the type of return, please follow the below procedure:
   

   Damaged Product	You must contact CDMV within two (2) business days of delivery to you. CDMV may want the product returned. If so, they will arrange the return at no cost to you. If the return is accepted by CDMV, CDMV will give you a credit for the purchase price of the Damaged Product. You will then be able to place a new order, to get replacement of the returned product.
   Product Quality Concern	Refund of full purchase price of product. Contact your Hill's sales representative to make the proper arrangements.
   Returns Pursuant to Hill's 100% Satisfaction Guarantee	Refund of full purchase price of product. Contact your Hill's sales representative to make the proper arrangements.
   Order Error by Participant	Refund of full purchase price of product. Contact your Hill's sales representative to make the proper arrangements.

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Source: https://hillsvet.cdmv.com/en/how-it-works

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