Hill’s to Home Support Center

Hill’s Horizon

Here you’ll find answers to questions, access “how to” tutorials and more. Can’t find the info you need? Just call Hill’s to Home customer service at 1-800-235-6877 or email HillsToHome@HillsPet.com.

Getting started with Hill’s to Home

Watch this video to get a better understanding of how to use Hill’s to Home, and the opportunities it offers for better patient care and business growth. Topics covered include:

  • How autoship helps pet parents follow your nutrition recommendation
  • Financial info regarding how we handle taxes, shipping and discounts
  • Walkthrough of the Hill’s to Home vet and pet parent websites

“How to” tutorials

Click below to open step-by-step PDF presentations to quickly walk you through how to use Hill’s to Home.

Frequently asked questions

Registration & General Questions

What do I need to sign up my clinic for Hill’s to Home?

You’ll need your Hill’s Shipment Account number, the email you want to use for Hill’s to Home and your clinic zip code. A link will be sent to your clinic address to complete the registration process. Once you have the link, you’ll need to create a Hill’s to Home password and a Stripe account if your clinic doesn’t have one already. (Click here to see what you need to create a Stripe account.)

How long will the link be active?

Once the link is sent you have 24 hours to complete your registration before it expires. If you need a new link, the email includes an option to request one.

What browsers are supported for Hill’s to Home?

For the best compatibility, use Chrome. Safari and Internet Explorer should work with minimal compatibility issues. Please note that Firefox is not supported.

How do I reset my Hill’s to Home password?

Go to Vet.HillsToHome.com and click Forgot My Password. If this doesn’t work, please email Hill’s to Home customer service or call HillsToHome@HillsPet.com or call 1-800-235-6877.

Who do I contact if I have questions?

The Hill’s to Home customer service team is ready to assist you. Call them at 1-800-235-6877 from 7 a.m. to 7 p.m. CST Monday through Friday, or email HillsToHome@HillsPet.com.

Stripe Questions

What is Stripe, and why do I need a Stripe account?

Stripe is the secure online payment processor we’ve selected. It’s trusted by thousands of businesses and safely handles billions of dollars in transactions every year. Hill’s to Home uses Stripe to process pet parent credit cards and manage the flow of payments to clinics.

What do I need to create a Stripe account?

The Stripe application must be completed by the practice owner. They will need the clinic EIN, and bank account and routing numbers.

What should I enter in Stripe for the customer service number?

You can set the customer service number to the Hill’s to Home customer service number at 1-800-235-6877 or your clinic’s phone number — whichever you prefer.

Why does Stripe need personal information about me?

Stripe requires information about a corporation’s ownership in order to comply with federal “know your customer” laws.

How do I connect my Hill’s to Home and Stripe accounts?

After creating your Hill’s to Home account, you will be directed to create a Stripe account and once you have it will connect automatically.

What if I log in to Vet.HillsToHome.com and I’m asked to create a Stripe account even though I have done so already?

If this happens, follow these steps:

  • Click “Connect Stripe Account” to go to the Stripe homepage
  • Once on the Stripe homepage, click “Sign In” at the top right hand side, and sign in with your Stripe login and password
  • Now that you’re logged into stripe, click “Connect Your Account”

If you continue to encounter any issues, please contact Hill’s to Home customer service at 1-800-235-6877 or HillsToHome@HillsPet.com.

How long does it take to receive a deposit from Stripe?

Your first Stripe deposit will take 7-10 business days. After that, deposits will occur nightly within two days.

What is Stripe’s credit card processing fee?

2.9% + $0.30 per transaction

Where can I get additional help with my Stripe account?

Stripe offers help 24/7 via phone, email and online chat. Go to support.stripe.com/contact. Depending on the option you choose, Stripe will call you back, chat with you or contact you through email.

Pricing & Profitability

How do I set the price for each item?

Log in to Vet.HillsToHome.com, click “Admin” in the top navigation bar and select “Product Pricing”. For your convenience, the default prices on Hill’s to Home are Hill’s Manufacturer’s Suggested Retail Prices (MSRP).

Your clinic is free to set your retail prices to what you feel is appropriate. You can:

  • Leave the prices at MSRP
  • Adjust all prices by a set percentage against the MSRP
  • Adjust prices individually on a SKU by SKU basis

Please be aware that the prices you set will be advertised to your clients on the Hill’s to Home pet parent portal and the Hill’s US Minimum Advertised Price (MAP) Policy will apply. If you have any questions about the MAP policy, email HillsUSMAP@HillsPet.com.

What happens to the prices I set should the MSRP change?

In the event MSRPs change in the future:

  • All SKUs set to MSRP will automatically be changed to the new MSRP
  • If you have adjusted all prices by a set percentage, that percentage will automatically be applied to the new MSRP
  • If you have adjusted prices individually on a SKU by SKU basis, prices of any SKUs not set to MSRP will not be changed and must be updated manually
Can I change prices for certain pet parents?

Yes, you can change the price of a product once it is in a pet parent’s cart. In-cart pricing is not subject to MAP policy.

What profit can my clinic earn with Hill’s to Home?

When you set your pricing, you also decide your profits. For example, if you choose to price Prescription Diet products at MSRP, you’ll earn 18% gross margin (before credit card fees). Your clinic is also likely to sell more bags to pet parents through autoship — 8 bags on average vs. 1.2 bags in-clinic.

Do customer returns impact my clinic?

If a pet parents returns a product, the profit margin for the returned product will be debited from your Stripe account. The original processing fees charged by Stripe will not be refunded, but no additional charges will be created by the return.

What fees does Hill’s to Home charge?

There are no setup fees with Hill’s to Home, and you set your own prices and margin. Hill’s charges a service fee of 13% MSRP which enables us to cover the overhead of packing/shipping, autoship discounts, returns, state/local tax remittance and customer service operations. Stripe also charges credit card processing fees of 2.9% + $0.30 per transaction.

How Pet Parents Shop & Place Orders

How do I approve a client to order a Prescription Diet product?

When you create and save a nutrition plan for a pet, the pet parent is automatically authorized to purchase the specific Prescription Diet product you have recommended. You can then sell them a bag while they’re at your clinic, or they can continue shopping from home.

For how long can I approve a client to order Prescription Diet?

A nutrition plan can be approved for up to 12 months. After that, you can renew the plan or change it based on the pet’s needs.

How do I renew a nutrition plan?

Click Nutrition Plans at the top of the page. Search for the pet parent or pet whose plan you want to renew. You can use the dropdown to change the renewal length (or just leave it at the default 12 months) and then click Renew Plan.

Important: On 9/12/21, we launched a new feature to make Prescription Diet subscriptions even easier for pet parents to manage. All Prescription Diet subscriptions created after 9/12/21 will automatically have their end date linked to the nutrition plan used to create it. So for all new subscriptions, when you renew the nutrition plan, the subscriptions will automatically renew as well. Legacy subscriptions created BEFORE 9/12/21 will NOT have their end date linked due to legal constraints, and legacy subscriptions will NOT automatically renew along with the nutrition plan. When you view the Subscriptions tab, legacy subscriptions will be indicated with an asterisk so that you can distinguish them. If pet parents with legacy subscriptions want to take advantage of the new functionality, they just need to create new subscriptions using their existing nutrition plan and cancel the legacy ones.

Which Hill’s products can pet parents order?

Pet parents can order any products you have saved to the pet’s nutrition plan. Even if you are recommending Science Diet or another “non-prescription” food, you must still add it to the pet’s nutrition plan for the pet parent to order it.

What payments methods are accepted from pet parents?

Visa, Mastercard and American Express.

How can pet parents make a return with your 100% satisfaction guarantee?

If a pet parent is unsatisfied for any reason, they can contact Hill’s to Home customer support at 1-800-235-6877 or email HillsToHome@HillsPet.com for a full refund or replacement.

Who delivers the product to pet parents?

Hill’s handles all of the logistics of delivery, which will be made via UPS.

How can pet parents track their delivery?

Once they’ve placed their order, pet parents will receive an email with UPS tracking information. For other questions about delivery, pet parents can call Hill’s to Home customer service at 1-800-235-6877 or HillsToHome@HillsPet.com.

What happens if a product is out of stock?

If a product is out of stock locally, it will be sent from an alternate location, If the product is out of stock nationally, the pet parent will be notified.