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Header","2025-07-21T18:04:08.900Z",{"time":1284,"user":229,"environment":51,"locale":6},"2025-08-05T12:40:08.950Z",[],{"uid":1287,"_version":1288,"locale":6,"ACL":1289,"_in_progress":9,"components":1290,"created_at":1640,"created_by":1641,"seo":1642,"slug":1645,"tags":1646,"taxonomies":1647,"title":1649,"updated_at":1650,"updated_by":1651,"publish_details":1652},"blt30f24745790610f7",61,{},[1291,1304,1313,1371,1423,1444,1486,1523,1545,1576,1598],{"page_heading":1292},{"name":1293,"_metadata":1294,"component":1296,"headline":154,"paragraph_text":67,"button":1297,"horizon":1298},"HPSF FAQ",{"uid":1295},"csea5cba3997da26cb","CmsPageHeader",[],[1299],{"horizon_color":1300,"horizon_bg_color":1301,"_metadata":1302},"BRAND_WHITE","BRAND_BLUE",{"uid":1303},"cs7d9f349c7794f516",{"content_block":1305},{"name":1306,"_metadata":1307,"component":1309,"body":1310,"media":66,"media_position":1311,"buttons":1312}," Hill’s Pro Staff Feeding Program or Policy",{"uid":1308},"cs0d27c5a6a3a4a260","CmsSkinnyRichText","\u003Cp style=\"text-align: left;\">Our Hills Pro Staff Feeding website can fulfill the needs of you and your furry friends by giving access to the best nutrition possible, with the convenience of home delivery, auto-ship discounts, and order tracking.  Hill's Pet Nutrition has a 100% satisfaction guarantee on all our products. If for any reason you are not satisfied with any product, you may return the item(s) for a full refund.\u003C\u002Fp>","pre",[],{"accordion":1314},{"name":1315,"_metadata":1316,"component":1318,"topic_heading":1315,"sub_heading":67,"items":1319,"top_padding":9,"bottom_padding":9,"horizon":1370},"Registration & Login",{"uid":1317},"csd325361b20e7c4c2","AccordionsContentAccordion",[1320,1325,1330,1335,1340,1345,1350,1355,1360,1365],{"accordion_title":1321,"_metadata":1322,"accordion_text":1324,"image":66}," How can my location get started on the program? ",{"uid":1323},"cs8f33c44ac2aaeff1","\u003Cp>Before a veterinary clinic or Hill’s Food, Shelter & Love partner can register their location to participate in the program, they must first have an account with Hill’s, which includes a valid ship-to account number. Hill’s assigns these numbers when a clinic first applies and is accepted to become an authorized distributor of Hill’s pet foods, or when a shelter applies and is accepted into Hill’s Food, Shelter & Love program. To sign up for an account with Hill's, contact Customer Service.\u003Cbr \u002F>\u003Cbr \u002F>\u003C\u002Fp>\u003Cp>*\u003Cstrong>For colleges of veterinary medicine:\u003C\u002Fstrong> Hill’s Student Representatives are the Program Administrators. For participating veterinary technology programs, a faculty Program Administrator must be designated by the school\u003C\u002Fp>\u003Cp> \u003C\u002Fp>",{"accordion_title":1326,"_metadata":1327,"accordion_text":1329,"image":66},"I am a Veterinarian that does not work at a traditional Brick & Mortar location. How can I sign up for the program?",{"uid":1328},"cs3927c19f79a3a5aa","\u003Cp>Hill's Pro Staff Feeding: Independent Veterinary Access (IVA) allows relief, mobile, industry, government, and telehealth veterinarians to access the Hill's Pro Staff Feeding program without being tied to a Hill's retail brick-and-mortar clinic.\u003C\u002Fp>\u003Cp>To get started, follow the registration process on the HPSF website:\u003Cbr \u002F>\u003Cbr \u002F>\u003Cstrong>1. Select Your Role:\u003C\u002Fstrong>\u003Cbr \u002F>Choose \"Veterinarian\" and specify your practice type as either \"Relief\", \"Industry\", or indicate that your practice does not retail Hill's products. The system will automatically route you into the Independent Veterinarian Access pathway. \u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Cp>\u003Cstrong>2. Provide License Credentials:\u003C\u002Fstrong>\u003Cbr \u002F>Instead of searching for a clinic to affiliate with, you will be prompted to enter your state of licensure and your professional veterinary license number. \u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Cp>\u003Cstrong>3. Complete Identity Verification: \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>To protect your professional credentials, the system will verify your identity using questions based on state board data. \u003C\u002Fp>\u003Cp>A note on Security Lockouts: To prevent fraud, there are strict limits. If you fail the license entry three times, you will face a 5-minute lockout. After the 5-minute wait period, failing two more times will result in a permanent screen lock, requiring you to contact our Customer Experience team for manual verification. \u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Cp>\u003Cstrong>4. Direct-to-Home Setup:\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Because you are not affiliated with a physical clinic, your account is automatically set to Direct-to-Home shipping.\u003Cbr \u002F>Shipping Fee: A standard $5 shipping fee applies to all orders. \u003C\u002Fp>\u003Cp>Purchase Limit: Purchases are limited to 120 lbs per month. \u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Cp>Once registered, you can start purchasing immediately. You do not need to upload new documents when your license renews; our system performs an automated annual reverification of your license status!  \u003Cspan style=\"font-size: 11pt;\">\u003Csub>\u003C\u002Fsub>\u003C\u002Fspan>\u003Csub>\u003C\u002Fsub>\u003C\u002Fp>",{"accordion_title":1331,"_metadata":1332,"accordion_text":1334,"image":66},"Will I still be able to sign in through Hillsvet.com?",{"uid":1333},"csef9d71ae366dfeed","\u003Cp>Yes, your existing Hillsvet.com username and password from VIP Market will work. You will find a Hill’s Pro Staff Feeding tile after logging into Hillsvet.com. Click on this tile to enter the Hill’s Pro Staff Feeding site.\u003C\u002Fp>",{"accordion_title":1336,"_metadata":1337,"accordion_text":1339,"image":66},"Who can participate in the program? ",{"uid":1338},"cs9c5d51aaf24b8e90","\u003Cp>Anyone who works in a pet store or veterinary clinic that has a Hill’s Account is eligible to participate in Hill’s Pro Staff Feeding. Veterinary Students and staff and Veterinary Technician students and staff are also eligible to participate in the program.\u003C\u002Fp>\u003Cp> \u003C\u002Fp>",{"accordion_title":1341,"_metadata":1342,"accordion_text":1344,"image":66},"Who can participate in the HPSF: Independent Veterinarian Access?",{"uid":1343},"cs1c1db32d6bfd81fc","\u003Cp>The new Independent Veterinarian Access expansion is open to licensed U.S. veterinarians who are not affiliated with a brick-and-mortar Hill's retail location. This demographic primarily includes relief veterinarians, mobile veterinarians, telehealth providers, and veterinarians working in government or industry environments.\u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Cp> Please note that non-affiliated veterinary technicians are explicitly excluded from participating in this expansion. However, the traditional HPSF program remains available to veterinary professionals working permanently in clinics, shelters, schools, and pet stores with active Hill's accounts.\u003C\u002Fp>",{"accordion_title":1346,"_metadata":1347,"accordion_text":1349,"image":66},"How can I enroll if I dont have internet access at my location?",{"uid":1348},"csfc6a7ff80ecbe7ed","\u003Cp>Hill’s Pro Staff Feeding is accessible from any device with Internet access, including smartphones and tablets.\u003C\u002Fp>",{"accordion_title":1351,"_metadata":1352,"accordion_text":1354,"image":66},"What information do I need to sign up?",{"uid":1353},"cs0deacccb9cf0dabc","\u003Cp>Hill’s Pro Staff Feeding users will need an email address and details about where they work in order to register.\u003Cbr \u002F>\u003Cbr \u002F>\u003Cstrong>For Veterinarians signing up for the Independent Veterinarian Access pathway\u003C\u002Fstrong>, you will need to provide your professional veterinary license number and your state of licensure. You will also need to enter your home address, as veterinarians using this pathway are only eligible for home deliveries. During registration, you must successfully answer 1 to 3 identity verification security questions - such as identifying previous addresses or DEA registration details associated with your license history - to authenticate your identity. \u003C\u002Fp>",{"accordion_title":1356,"_metadata":1357,"accordion_text":1359,"image":66},"Questions about the registration process?",{"uid":1358},"cs739264956f07cf0d","\u003Cp>If you have questions about the registration process, you may call toll-free the Hill’s Pro Staff Feeding Customer Support Team  from anywhere in North America at: \u003C\u002Fp>\u003Cp>1-800-354-4557 \u003C\u002Fp>\u003Cp>8:00 a.m. to 5:00 p.m. CST\u003C\u002Fp>\u003Cp>Monday through Friday\u003C\u002Fp>\u003Cp> \u003C\u002Fp>",{"accordion_title":1361,"_metadata":1362,"accordion_text":1364,"image":66}," Registration Email Not Received?",{"uid":1363},"cse237379b6087eac9","\u003Cp>If you have not received your registration email, you may call toll-free the Hill’s Pro Staff Feeding Customer Support Team  from anywhere in North America at: \u003C\u002Fp>\u003Cp>1-800-354-4557 \u003C\u002Fp>\u003Cp>8:00 a.m. to 5:00 p.m. CST\u003C\u002Fp>\u003Cp>Monday through Friday\u003C\u002Fp>\u003Cp> \u003C\u002Fp>",{"accordion_title":1366,"_metadata":1367,"accordion_text":1369,"image":66},"Forgot\u002FReset Password",{"uid":1368},"csf8193203d4c08725","\u003Col>\u003Cli>\u003Cp role=\"presentation\">Go to \u003Ca href=\"http:\u002F\u002Fwww.hillsprofeeding.com\">www.hillsprofeeding.com\u003C\u002Fa>\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp role=\"presentation\">Click reset\u002Fforgot your password and enter your email address.\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>If you are still having issues,  please contact the Hill’s Pro Staff Feeding Customer Support Team \u003C\u002Fp>\u003Cp>at 1-800-354-4557, 8:00 a.m. to 5:00 p.m. CST Monday through Friday.\u003C\u002Fp>",[],{"accordion":1372},{"name":1373,"_metadata":1374,"component":1318,"topic_heading":1373,"sub_heading":67,"items":1376,"top_padding":9,"bottom_padding":9,"horizon":1422},"Orders",{"uid":1375},"cs6c46fdde2540c46a",[1377,1382,1387,1392,1397,1402,1407,1412,1417],{"accordion_title":1378,"_metadata":1379,"accordion_text":1381,"image":66},"How do I create a new order?",{"uid":1380},"csab9b2607ff15d3da","\u003Cul>\u003Cli>\u003Cp>After logging into \u003Ca href=\"http:\u002F\u002Fwww.hillsprofeeding.com\">www.hillsprofeeding.com\u003C\u002Fa>, select a product to purchase.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Add the product to your Cart.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Visit the Cart page, confirm your purchase and select “Checkout”.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>On the “Checkout” page, follow the shipping and delivery instructions\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Click the “Checkout” button to complete your order.\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Ful>\u003Cp> \u003C\u002Fp>",{"accordion_title":1383,"_metadata":1384,"accordion_text":1386,"image":66},"Is there a weight limit on how much I can order?",{"uid":1385},"csd561f7b1152a047a","\u003Cp>You may order up to 120 pounds of Hill’s products per calendar month. Unused pounds do not carry over from one month to another.\u003C\u002Fp>",{"accordion_title":1388,"_metadata":1389,"accordion_text":1391,"image":66},"Do I have a cut off time to place my order?",{"uid":1390},"cs1072e7df40e4e010","\u003Cp>\u003Cstrong>For orders delivering to your workplace: \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Place your order by your clinics cut off day and time to receive your order in 1-2 delivery cycles. \n\n\n\u003Cbr\u002F>\u003Cstrong>For orders delivering to your home:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Place your order at any time to receive it in 4-7 business days. \u003C\u002Fp>",{"accordion_title":1393,"_metadata":1394,"accordion_text":1396,"image":66},"How do I find the status of my order?",{"uid":1395},"csed29cdf89e861cf1","\u003Cul>\u003Cli>\u003Cp>After logging into \u003Ca href=\"http:\u002F\u002Fwww.hillsprofeeding.com\">www.hillsprofeeding.com\u003C\u002Fa>, visit the “My Account” page.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Under the “My Account” list of pages, view “My Orders”.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Select the order you would like to find the status for.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Each order has a “Fulfillment Status” which will show the current status of the order.\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Ful>\u003Cp> \u003C\u002Fp>",{"accordion_title":1398,"_metadata":1399,"accordion_text":1401,"image":66},"How will I know how many pounds I have left to order in a month? ",{"uid":1400},"cs1381183aaa306d17","\u003Cp>After logging into \u003Ca href=\"http:\u002F\u002Fwww.hillsprofeeding.com\">www.hillsprofeeding.com\u003C\u002Fa> users can view the number of pounds left available to order for the month by viewing the pound total found in the header.\u003C\u002Fp>",{"accordion_title":1403,"_metadata":1404,"accordion_text":1406,"image":66},"What is the difference between an order and an autoship?",{"uid":1405},"csc846aff444029c73","\u003Cp>An order is a one time purchase. An autoship is a recurring and scheduled delivery of products.\u003C\u002Fp>",{"accordion_title":1408,"_metadata":1409,"accordion_text":1411,"image":66},"How do I cancel my order?",{"uid":1410},"csfa852d3507f0587b","\u003Cp>Customers may call toll-free from anywhere in the United States at: 1-800-354-4557 from 8:00 a.m. to 5:00 p.m. CST, Monday through Friday if an order cancellation is needed.\u003C\u002Fp>",{"accordion_title":1413,"_metadata":1414,"accordion_text":1416,"image":66},"What if my order is missing, damaged or needs to be reshipped?",{"uid":1415},"cs6e4a1455d597ce08","\u003Cp>Delivery Issues\u003C\u002Fp>\u003Cp>If your product does not arrive to your satisfaction for any reason including:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cp>Shipment does not arrive\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Shipment is delivered damaged\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Unavailable during delivery\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Incorrect product received\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Please Contact Us or Call 1-800-354-4557, Monday - Friday 8:00 a.m. - 5:00 p.m. CST.\u003C\u002Fp>",{"accordion_title":1418,"_metadata":1419,"accordion_text":1421,"image":66},"How will my products be identified when delivered via a clinic, school or shelter?",{"uid":1420},"csbad22345f1190245","\u003Cp>Each Hill’s Pro Staff Feeding product will be stickered with a small Hill’s Pro Staff Feeding branded sticker that will affix your Hill’s Pro Staff Feeding  invoice to the bag.\u003C\u002Fp>",[],{"accordion":1424},{"name":160,"_metadata":1425,"component":1318,"topic_heading":160,"sub_heading":67,"items":1427,"top_padding":9,"bottom_padding":9,"horizon":1443},{"uid":1426},"cs7d341b0b692152ad",[1428,1433,1438],{"accordion_title":1429,"_metadata":1430,"accordion_text":1432,"image":66},"How do I find my Autoship order?",{"uid":1431},"csda62fb74b26fb476","\u003Cp>For information about your Autoship, please visit the \u003Ca href=\"\u002Fautoship\" target=\"_blank\" rel=\"noopener\">Autoship Page\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>Steps to Find Your Autoship Order(s):\u003C\u002Fp>\u003Col>\u003Cli>\u003Cp>Click “My Account” in the website header. \u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Click “My Autoships”.\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Fol>\u003Cp> \u003C\u002Fp>",{"accordion_title":1434,"_metadata":1435,"accordion_text":1437,"image":66},"I'm receiving emails asking me to re-attest my Prescription Diet Subscription order or it will get cancelled. What does this mean? ",{"uid":1436},"cs88a2cb1526bd448b","\u003Cp>To maintain compliance with legal and industry standards, all Prescription Diet Subscriptions will be cancelled after 365 days unless you, the Pet Parent Professional, confirm your pets are on the correct diet and that the diet is guided by veterinary recommendation. \u003C\u002Fp>",{"accordion_title":1439,"_metadata":1440,"accordion_text":1442,"image":66},"Why is my Prescription Diet autoship subscription cancelled? ",{"uid":1441},"cs643fe6c4fec80991","\u003Cp>It has been 365 days since your confirmation that your Prescription Diet Subscription purchases are for your personal pets, are following the guidance of a licensed veterinarian that you have a veterinarian-client-patient-relationship (VCPR) with, and\u002For that you are a licensed veterinarian. To set up your subscription again, please create a new autoship and confirm the above is true and accurate. \u003C\u002Fp>",[],{"accordion":1445},{"name":1446,"_metadata":1447,"component":1318,"topic_heading":1446,"sub_heading":67,"items":1449,"top_padding":9,"bottom_padding":9,"horizon":1485},"Shipping",{"uid":1448},"cs7e00bf3f019d6d8c",[1450,1455,1460,1465,1470,1475,1480],{"accordion_title":1451,"_metadata":1452,"accordion_text":1454,"image":66},"Will I receive confirmation that my order has shipped?",{"uid":1453},"csafe1fcb03d880a4d","\u003Cp>Order tracking notifications are emailed once the order has shipped, containing your tracking number. Within these notification emails, you may click on the link provided for details about the delivery of your order.\u003C\u002Fp>\u003Cp>Shipments are tracked via a tracking number which can be found via the shipment email or under “My Orders found under “My Account”\u003C\u002Fp>\u003Cp>Steps to Find Tracking Number:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cp>Once logged into \u003Ca href=\"http:\u002F\u002Fwww.hillsprofeeding.com\">www.hillsprofeeding.com\u003C\u002Fa>, in the header click “My Orders”. \u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Your most recent orders will be displayed.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>The tracking number will be visible under the “Tracking Number” field.\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Click on the embedded tracking number on the site to be directed to the UPS.com site with tracking details of your order.\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Fol>\u003Cp> \u003C\u002Fp>",{"accordion_title":1456,"_metadata":1457,"accordion_text":1459,"image":66},"How long does it take to get my order?",{"uid":1458},"csceade14e4d9fdc48","\u003Cp>\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>Home Delivery Orders \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>Orders are delivered 4-7 business days from the time the order was placed.\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Home Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>Clinic Delivery Orders \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>Orders will be delivered based on your standard clinic order process (Within 1-2 deliveries).\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Clinic Delivery\u003C\u002Fa>.\u003C\u002Fp>",{"accordion_title":1461,"_metadata":1462,"accordion_text":1464,"image":66},"How much is shipping?",{"uid":1463},"csa033bd23557576ba","\u003Cp>\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>US: 48 contiguous states\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>Home Delivery Orders: $5.00\u002Forder\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Home Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Clinic, Work, School Delivery Orders: Free \u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Clinic Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong >\u003Cbr bold=\"[object Object]\"\u002F>\u003C\u002Fstrong>\u003Cstrong>For users enrolled in the Independent Veterinarian Access expansion:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>All orders are restricted exclusively to direct-to-home delivery and are subject to the standard $5 shipping fee.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>Hawaii and Alaska Orders\u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp>Home Delivery Orders: $9.00\u002Forder\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Home Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Clinic, Work, School Delivery Orders: $4.00\u002Forder\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Clinic Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp> \u003C\u002Fp>",{"accordion_title":1466,"_metadata":1467,"accordion_text":1469,"image":66},"Who will be delivering my order?",{"uid":1468},"cs8b4c0fcaafbdf426","\u003Cp dir=\"ltr\">\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>Home Delivery Orders \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp dir=\"ltr\">Orders will be shipped via UPS.\u003C\u002Fp>\u003Cp dir=\"ltr\">More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Home Delivery\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp dir=\"ltr\">\u003Cspan style=\"text-decoration: underline;\">\u003Cstrong>Clinic Delivery Orders \u003C\u002Fstrong>\u003C\u002Fspan>\u003C\u002Fp>\u003Cp dir=\"ltr\">Clinic Delivery orders will be shipped via Ryder, General Pet or by Common Carrier.\u003C\u002Fp>\u003Cp>More information about \u003Ca href=\"\u002Fshipping\" target=\"_blank\" rel=\"noopener\">Clinic Delivery\u003C\u002Fa>.\u003C\u002Fp>",{"accordion_title":1471,"_metadata":1472,"accordion_text":1474,"image":66},"Do I need to be there to sign for it?",{"uid":1473},"cs5d4f2be59bd74b93","\u003Cp>No, Hill’s Pet Nutrition orders do not need an official signature.\u003C\u002Fp>",{"accordion_title":1476,"_metadata":1477,"accordion_text":1479,"image":66},"Do you ship to P.O. boxes, APO\u002FFPO addresses, or international addresses?",{"uid":1478},"cs9a05e23d7bf18703","\u003Cp>No, Hill’s Pet Nutrition does not ship to PO Boxes, APO\u002FFPO address or internationally.  Only a physical address within the United States is needed to place an online Hill’s Pet Nutrition order.\u003C\u002Fp>",{"accordion_title":1481,"_metadata":1482,"accordion_text":1484,"image":66},"What if my delivery is missing, damaged or needs to be reshipped?",{"uid":1483},"cs299c9de96c7a98d1","\u003Cp>Delivery Issues\u003C\u002Fp>\u003Cp>If your product does not arrive to your satisfaction for any reason including:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cp>Shipment does not arrive\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Shipment is delivered damaged\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Unavailable during delivery\u003C\u002Fp>\u003C\u002Fli>\u003Cli>\u003Cp>Incorrect product received\u003C\u002Fp>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong id=\"docs-internal-guid-689ba447-7fff-13e5-3cf7-e0e00920ed88\">\u003Cbr bold=\"[object Object]\"\u002F>\u003C\u002Fstrong>Please Contact Us or Call 1-800-354-4557, Monday - Friday 8:00 a.m. - 5:00 p.m. CST.\u003C\u002Fp>",[],{"accordion":1487},{"name":1488,"_metadata":1489,"component":1318,"topic_heading":1488,"sub_heading":67,"items":1491,"top_padding":9,"bottom_padding":9,"horizon":1522},"Payments",{"uid":1490},"csc043d4d0c4788950",[1492,1497,1502,1507,1512,1517],{"accordion_title":1493,"_metadata":1494,"accordion_text":1496,"image":66},"Is there a minimum purchase amount? ",{"uid":1495},"cs64b16560b3283eff","There is no minimum purchase amount needed to shop on the Hill's Pet Nutrition site.",{"accordion_title":1498,"_metadata":1499,"accordion_text":1501,"image":66},"When will my payment method be charged?",{"uid":1500},"cse8fb39f3ee84bc13","\u003Cp>Orders are charged at the time of purchase. When a customer clicks the “Checkout” button on the “Checkout” page, the payment method selected is charged.\u003C\u002Fp>",{"accordion_title":1503,"_metadata":1504,"accordion_text":1506,"image":66},"What are the forms of payment you accept?",{"uid":1505},"cs1c215b3d5edd9064","\u003Cp>The Hill’s Pro Staff Feeding accepts the payment methods of Shop Pay, Google Pay, Credit Card providers (Visa, Master Card, American Express, Discover)\u003C\u002Fp>",{"accordion_title":1508,"_metadata":1509,"accordion_text":1511,"image":66},"Why is my credit card not working?",{"uid":1510},"cs15f8f1ec39815bc9","\u003Cp>Please check with your credit card company as there may be an issue with your card.\u003C\u002Fp>",{"accordion_title":1513,"_metadata":1514,"accordion_text":1516,"image":66},"What information do I need to check out?",{"uid":1515},"cs8138f941d3c19c88","\u003Cp>Customers will need to provide their contact information, shipping information, payment details, billing information.\u003C\u002Fp>",{"accordion_title":1518,"_metadata":1519,"accordion_text":1521,"image":66},"Does Hill’s Pet Nutrition accept gift cards?",{"uid":1520},"cs064ff18841994037","\u003Cp>Unfortunately Hill’s Pet Nutrition does not accept gift cards at this time.\u003C\u002Fp>",[],{"accordion":1524},{"name":1525,"_metadata":1526,"component":1318,"topic_heading":1525,"sub_heading":67,"items":1528,"top_padding":9,"bottom_padding":9,"horizon":1544},"Promotions",{"uid":1527},"cs887bfa6432f9b759",[1529,1534,1539],{"accordion_title":1530,"_metadata":1531,"accordion_text":1533,"image":66},"I received a promotion code. How do I apply it?",{"uid":1532},"csd6220f2f769141a1","\u003Cp>Promotion codes can be applied when visiting the Checkout page. \u003C\u002Fp>\u003Col>\u003Cli>Enter the promotional code in the Discount Code box.\u003C\u002Fli>\u003Cli>Click “Apply” and the total will update to reflect the promotion code discount amount.\u003C\u002Fli>\u003C\u002Fol>\u003Cp> \u003C\u002Fp>",{"accordion_title":1535,"_metadata":1536,"accordion_text":1538,"image":66},"Do you accept manufacturer coupons?",{"uid":1537},"cs00715f3549037463","\u003Cp>No, Hill’s manufacturer coupons are not accepted on the Hill's Pet Nutrition website at this time.\u003C\u002Fp>",{"accordion_title":1540,"_metadata":1541,"accordion_text":1543,"image":66},"Do you offer senior citizen or military discounts?",{"uid":1542},"cs718eeeac5a2bbb9c","\u003Cp>No, Hill’s Pet Nutrition does not offer senior citizen or military discounts at this time.\u003C\u002Fp>",[],{"accordion":1546},{"name":1547,"_metadata":1548,"component":1318,"topic_heading":1547,"sub_heading":67,"items":1550,"top_padding":9,"bottom_padding":9,"horizon":1575},"Returns",{"uid":1549},"cs396127646209170b",[1551,1556,1561,1565,1570],{"accordion_title":1552,"_metadata":1553,"accordion_text":1555,"image":66},"Does Hill’s Pet Nutrition allow returns?",{"uid":1554},"cs81d57547af8fdb39","\u003Cp>Yes, please visit our \u003Ca href=\"\u002Frequest-return\" target=\"_blank\" rel=\"noopener\">Return & Refunds Policy\u003C\u002Fa> page to learn more about the return process.\u003C\u002Fp>",{"accordion_title":1557,"_metadata":1558,"accordion_text":1560,"image":66},"How do I request a return or replacement?",{"uid":1559},"cs7152607085918e20","\u003Cp>Please Contact Us or Call 1-800-354-4557, Monday - Friday 8:00 a.m. - 5:00 p.m. CST.\u003C\u002Fp>",{"accordion_title":1562,"_metadata":1563,"accordion_text":1560,"image":66},"What is the status of my refund?",{"uid":1564},"cs5ccbe41bbd33b3ba",{"accordion_title":1566,"_metadata":1567,"accordion_text":1569,"image":66},"How long will it take to receive my refund?",{"uid":1568},"csa594830b5ac38a6e","\u003Cp>Returns are processed back to the original method of payment within 10 business days once initiated.\u003C\u002Fp>\u003Cp>If you have not received a refund 10 business days after your original request, please Contact Us for additional assistance.\u003C\u002Fp>\u003Cp>Helpful Tip: Funds cannot be returned to a new or inactive credit\u002F debit card or when changes to payment method have been made (e.g. new card, removed old card, expired). Please Contact Us for additional assistance with your refund.\u003C\u002Fp>",{"accordion_title":1571,"_metadata":1572,"accordion_text":1574,"image":66},"Can I send returns back with our Hill’s Driver?",{"uid":1573},"cs9b57fcda32ba4107","\u003Cp>\u003Cstrong>Returns for Workplace Deliveries: \u003C\u002Fstrong>Drivers cannot process refunds. Refunds can be processed by calling or emailing Hill's Customer Service at 1-800-354-4557 or customerservice@hillspet.com. Once a refund request has been received, you can dispose of your product. If you prefer, once a refund request has been received, you can leave the product at your workplace for your Hill's Driver to pick up.\u003C\u002Fp>\u003Cp>\u003Cstrong>Returns for Home Deliveries: \u003C\u002Fstrong>Contact your Hill’s Customer Service Representative at 1-800-354-4557  Monday through Friday from 8AM to 5PM Central Standard Time and they will provide you with instructions on how to return your product for credit.  The credit  will be applied to the original form of payment used for your Hill’s Pro Staff Feeding purchase. Please allow up to 10 business days for the credit to post to your account.\u003C\u002Fp>",[],{"accordion":1577},{"name":1578,"_metadata":1579,"component":1318,"topic_heading":1578,"sub_heading":67,"items":1581,"top_padding":9,"bottom_padding":9,"horizon":1597},"Product",{"uid":1580},"csc6bea01b8068293e",[1582,1587,1592],{"accordion_title":1583,"_metadata":1584,"accordion_text":1586,"image":66},"It looks like my pet’s food is currently out of stock. When will it be available again?",{"uid":1585},"cs0476ba1b7c128eb8","\u003Cp>We understand how frustrating this pet food shortage can be – especially for pet parents. As we work to resolve our inventory issue, you may want to consider an alternative Hill’s pet food so you can continue the care for your pet’s needs.\u003C\u002Fp>",{"accordion_title":1588,"_metadata":1589,"accordion_text":1591,"image":66},"How can I know when my pet’s food will be back in stock?",{"uid":1590},"cs630f300c388a52cf","\u003Cp>With so many factors outside of our control, we can’t commit to a specific date. What we can tell you is that our team is working hard to fix the situation and bring back the food your pet loves. In the meantime, we have other options that your pet may love, and check with your veterinarian for a recommendation.\u003C\u002Fp>",{"accordion_title":1593,"_metadata":1594,"accordion_text":1596,"image":66},"How can I tell if my pet’s food formulation changed?",{"uid":1595},"cs5814d345913abbfe","\u003Cp>Hill’s is committed to delivering high-quality products and precise nutrition to meet pet requirements for every life stage and lifestyle. We continually evaluate our formulations and will make slight adjustments when necessary to account for changes in nutrient levels that can occur naturally over time. We are more than happy to answer any additional questions you may have.\u003C\u002Fp>",[],{"accordion":1599},{"name":1600,"_metadata":1601,"component":1318,"topic_heading":1600,"sub_heading":67,"items":1603,"top_padding":9,"bottom_padding":9,"horizon":1639},"Support",{"uid":1602},"csec41f245dd0309e8",[1604,1609,1614,1619,1624,1629,1634],{"accordion_title":1605,"_metadata":1606,"accordion_text":1608,"image":66},"How do I contact customer service?",{"uid":1607},"cs8e1c825e6b16d541","\u003Cp>\u003Cstrong>To speak with a member of our Customer Experience and Engagement Team:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Please call 1-800-354-4557\u003C\u002Fp>\u003Cp>8:00 a.m. to 5:00 p.m. CST Monday through Friday.\u003Cbr \u002F>\u003Cbr \u002F>\u003Cstrong>Current Hill's Pro Staff Feeding users who already have an account and are logged in may visit the Contact Us page to submit a request online or contact us via email: \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Please go to the Hill’s Pro Staff Feeding \u003Ca href=\"https:\u002F\u002Fwww.hillsprofeeding.com\u002Fcontact-us\" target=\"_self\">Contact Us\u003C\u002Fa> page and fill out the form to receive additional information.\u003C\u002Fp>",{"accordion_title":1610,"_metadata":1611,"accordion_text":1613,"image":66},"What are your customer service hours?",{"uid":1612},"cs7cd8d2d0abdd33c3","\u003Cp>Call 1-800-354-4557 \u003C\u002Fp>\u003Cp>8:00 a.m. to 5:00 p.m. CST Monday through Friday.\u003C\u002Fp>",{"accordion_title":1615,"_metadata":1616,"accordion_text":1618,"image":66},"How can I find out when an item is back in stock?",{"uid":1617},"cs7cba2e21967d4c65","\u003Cp>Customers may contact the Hill’s Pet Nutrition customer service team to get updates on when products will be back in stock if available. Products will also show as available for purchase online as well.\u003C\u002Fp>",{"accordion_title":1620,"_metadata":1621,"accordion_text":1623,"image":66},"Is there a minimum purchase amount for my order?",{"uid":1622},"cs3038b1ccd91598f2","\u003Cp>No, there is no minimum purchase amount for Hill’s Pet Nutrition online orders.\u003C\u002Fp>",{"accordion_title":1625,"_metadata":1626,"accordion_text":1628,"image":66},"Why am I having to acknowledge Vet-Supervision is required when I am purchasing Prescription Diet Product? ",{"uid":1627},"cs26be86b64782772c","\u003Cp>By changing the attestation to all Prescription Diet orders at checkout we are upholding the legal and industry standards of prescription diet product purchasing and the veterinarian-client-patient-relationship (VCPR).\u003C\u002Fp>",{"accordion_title":1630,"_metadata":1631,"accordion_text":1633,"image":66},"I am an Admin, how do I remove a user from my clinic's HPSF Account?",{"uid":1632},"csb20676b163365fad","Only Admins can remove users. If you are an admin, follow the below steps to remove a user:\u003Cbr \u002F>\u003Col>\u003Cli>Log in to HPSF and navigate to your TEAMs portal\u003C\u002Fli>\u003Cli>Navigate to the list of users associated with your clinic's account\u003C\u002Fli>\u003Cli>Click the trashcan icon next to the name of the user you wish to remove\u003C\u002Fli>\u003Cli>Confirm the removal. The user will now be permanently removed from your clinic's HPSF account.\u003C\u002Fli>\u003C\u002Fol>\u003Cem>Notify customer service that the user has been removed so that they can assist in removing any active autoships should the user have one.\u003C\u002Fem>",{"accordion_title":1635,"_metadata":1636,"accordion_text":1638,"image":66},"I accidentally removed a user from my clinic’s HPSF account. How do I add them back?",{"uid":1637},"cs3f1cb354f0cac156","\u003Cp>If you accidentally removed a user:\u003C\u002Fp>\u003Cp> \u003C\u002Fp>\u003Col>\u003Cli>Contact Customer Service and inform them of the accidental removal.\u003C\u002Fli>\u003Cli>Customer service will clear the settings on the removed user's account. The user must then re-register with your clinic.\u003C\u002Fli>\u003Cli>After the registration is complete, the user will be added back to your clinic's HPSF account. \u003C\u002Fli>\u003C\u002Fol>\u003Cp> \u003C\u002Fp>\u003Cp> \u003C\u002Fp>",[],"2025-08-01T08:03:29.922Z","blt56656d8d851614ca",{"meta_title":1643,"meta_description":1644,"meta_keywords":67,"enable_search_indexing":9},"Frequently Asked Questions | Hill's Pro Staff Feeding","Explore all Frequently Asked Questions (FAQ) by our customers on Hill's Pet Online Shop for all pet food needs.","faq",[],[1648],{"taxonomy_uid":42,"term_uid":43},"HPSF Frequently Asked Questions","2026-03-13T14:04:27.638Z","blt9c7664401a949eb0",{"time":1653,"user":1651,"environment":51,"locale":6},"2026-03-13T14:04:35.590Z"]