Hill's to Home Getting Started Video



 

How to Links













FAQ

General Questions:

 

Q: Why should my clinic choose Hills to Home?

A: Hill's to Home is a new option to help veterinarians join the eCommerce revolution with a platform developed to meet their unique needs. Hill's to Home keeps the veterinarian in control, allowing you to set your prices and stay tightly connected to your patients' care without requiring on-going effort from your staff.  Signing your clients up for auto-shipment significantly improves compliance, which improves patient care and your bottom line. 

Q: What do I need to be able to sign up for Hill’s to Home?

A: You will 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 email address for you to complete the registration process. You will need to create a Hill’s to Home password. Then a Stripe account will need to be created for your clinic if one isn’t already set up.

Q: How long does the link last?

A: Once you receive your email link you have 24 hours to complete your registration before it expires.  If the link is expired, you can request a new one within the email.

Q: What browsers are supported for the Hill’s to Home platform?

A: Chrome is the recommended browser but Safari and IE should work with minimal compatibility issues.  Firefox is NOT supported.

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

A: There is a “Forgot My Password” link on vet.hillstohome.com that can assist you with this. If this option does not work please email hillstohome@hillspet.com or call us at 800-235-6877

Q: How do I register multiple shipping locations?

A: Each shipping location will need to register individually.  However, there will only be one Stripe account for all clinics that are attached to one Sold To account.

Q: Who do I call if I have questions?

AThe Hill’s Customer Service Center has a team ready to assist with your questions.  The Hill’s to Home support team can be reached at 800-235-6877 or via email at hillstohome@hillspet.com from 7am – 7pm CT.

 


Stripe Questions:


Q: Who is Stripe, and why do I need a Stripe account?

A: Stripe is a leading online payment processor and money transmitter used by thousands of businesses across the globe to handle billions of dollars every year. Business News Daily selected Stripe as the “Best Online Credit Card Processing Solution”, and over 80% of American adults that shop online bought something via Stripe in the last year.  Hill’s to Home uses Stripe to process pet parent credit cards and to manage the flows of funds to the clinic account and to Hill’s.  Stripe’s credit card processing fee is 2.9% + $0.30 per transaction.  You can see and track your Stripe account balance at any time through Stripe’s easy to use dashboard at Stripe.com.

Q: What do I need in order to create a Stripe account?

A: The practice owner must fill out the Stripe application. They will need the clinic EIN and bank account and routing numbers. This process takes approximately 10 minutes and you should immediately receive a Stripe account.  When creating your Stripe account, you can set the customer service number to the Hill's to Home Support line (800 235-6877) or your clinic phone number, whichever you prefer.

Q: Why does Stripe need personal information about me?

A: Stripe requires information about the individual(s) behind a corporation in order to comply with federal "know your customer" laws.

 

Q: How long does it take to see a deposit from Stripe?

 

A: Your very first deposit from Stripe will take 7-10 business days.  The following deposits will occur nightly with a two day delay.

 

Q: How do I connect my Hill’s to Home account to my Stripe account?

 

A: You will be directed to create a Stripe account after creating your Hill’s to Home account.  Your Stripe account will then connect to your Hill’s to Home account automatically.  If you login to vet.hillstohome.com and are asked to create a Stripe account after you have already done so, click “Connect Stripe Account” and then click “Sign In” At the top right hand side of the webpage.  Sign in to Stripe with your Stripe email and password, and then click to connect your account. .  If you encounter any issues, please contact Hill’s to Home Support at 800 235-6877 or hillstohome@hillspet.com.

 

Q: Where can I get additional help regarding my Stripe account?

A: Stripe offers 24/7 phone, chat and email help.  You can either go to support.stripe.com/contact, or navigate through their dashboard.  You can also Google "Stripe Support" and click on the "Get in Touch" link. Stripe will call you back, live chat, or email you back depending on what option works best for you.

Pricing and Profitability:

Q: How do I set the price for each item?

A: Login to Vet.HillsToHome.com, click "Admin" in the top navigation bar, and select "Product Pricing."  Your clinic is free to set your retail prices at whatever prices you feel are appropriate. For your convenience, the retail prices on Hill’s to Home default to Hill’s Pet Parent Nutrition’s Manufacturer Suggested Retail Prices (MSRPs). You may leave the prices at MSRP, adjust all the prices by a set percentage against the MSRPs, or adjust prices 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 U.S. Minimum Advertised Price (MAP) policy will apply. If you have any questions about the MAP policy, please send an email to HillsUSMAP@hillspet.com.

In the event that MSRPs change in the future:

        - All SKUs that are set to MSRP will automatically be changed to the new MSRPs for your convenience.
        - If you have chosen to adjust all retail prices by a set percentage, that percentage will automatically be applied to the new MSRPs.
        - If you have chosen to adjust prices on a SKU by SKU basis, prices of any SKUs not set to MSRP will NOT be changed and must be adjusted manually if desired.

Prices can also be changed in the cart on a client by client basis.  In-cart pricing is not subject to the MAP policy.  Note that changes to prices will impact your profitability.

Q: What does Hill’s to Home cost – what are the fees and what do I make?

A: There are no setup fees.  You set your own prices and keep the rest of the margin.  Hill's charges a service fee of 13% of MSRP for products, which helps us cover the cost of packing and shipping, the auto ship discounts (up to MSRP), returns, remitting state/local sales taxes on behalf of the clinics, and customer service staff.  Stripe charges credit card processing fees of 2.9% + $0.30 per transaction

 

Q:  What profit will I make with Hill’s To Home?

A: Clinics set their own pricing, so you decide your profits.  If you choose to price Prescription Diet products at MSRP, you'll 18% gross margin (before credit card fees, salaries, facility costs, etc).  Pet parents on subscription purchase an average of 8 units vs an average of 1.2 units purchased in clinic.   This increase in compliance improves patient care and your bottom line. 

Q: How do customer returns impact my clinic?

A: If a Pet Parent needs to return the product your profit margin 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.

 

 

Hill’s to Home for my Clients:


Q: How do I approve Prescription Diet products?

A: When you sign up a client, you add a Nutrition Plan for their pet and select the product lines they are approved to order.  The Nutrition Plan is the authorization.  Then the pet parent can do the shopping from there, or you can do the checkout for them in the clinic.

Q: How long can I approve a client to order Prescription Diet?

A: You can approve a Nutrition Plan to last up to 12 months. After that you would need to renew or change the plan based on the pet’s needs at that time. 

Q: How can my Pet Parent shop?

A: A nutrition plan must be created to allow access to any products you would recommend for the Pet Parents to feed.  All Hill’s products are available to the Pet Parent (with the exception of treats) if you allow or include into the Nutrition Plan.

Q: What payment methods are accepted from Pet Parents?

A: Payment is accepted via credit card – Visa, Mastercard and American Express. 

Q: How do product returns work?

A: Pet parents can contact the Hill’s to Home support team at 1-800-235-6877 or via email at hillstohome@hillspet.com if they need to return any products purchased on Hill’s to Home.  Hill’s has a 100% satisfaction guarantee on all our products.

Q: Who delivers the product to my clients?

A: Hill’s takes care of the delivery.  It will be delivered to the clients’ home via UPS.

Q: Who do my clients call if they have questions about a delivery?

A: The Hill’s Customer Service Center provides support for your clients when they have questions about deliveries.  The Hill’s to Home support team can be reached at 800-235-6877 or via email at hillstohome@hillspet.com from 7am – 7pm CT.   Your clients will also receive an email with UPS tracking information for their orders.

Q: What happens if a product is out of stock?

A: If it is a local out of stock, then it will be sent from an alternate location.  If it is a national out of stock, then clients will be notified.