Adoption Event Guidelines:

Customer Service Standards

Delivering a positive adoption experience starts with professional, respectful behavior. Adoption Partners and Petland Associates must commit to providing outstanding customer service throughout the adoption journey. Your support helps bring our vision to life: providing lifelong care for every pet and every pet parent, every time.

Respecting Petland Store Culture

Adoption Partners participating in events hosted at Petland stores must respect and align with Petland’s store culture, policies, and customer experience standards. While organizational policies are appreciated, Petland’s operating guidelines and guest experience model take priority during in-store events.

This includes the Petland tradition of allowing guests to openly handle and engage with animals in a welcoming, interactive environment. Adoption Partner personnel must ensure they are aligned with this approach. Any conflicting internal policies should be adapted to support Petland’s hands on, guest focused model during the adoption event.

Anti-Discrimination Policy

By signing the Adoption Partner agreement, you acknowledge and agree to the following:

Petland and its partners strictly prohibit any form of harassment or discrimination based on race, gender, sexual orientation, pregnancy, gender identity, marital or parental status, religion, age, disability, nationality, veteran status, or any other protected identity. Such behavior is not tolerated and may result in immediate removal from the Adoption Program.

This applies to all individuals representing Adoption Partner organizations during in-store events and interactions with customers, staff, or other organizations.

We are dedicated to maintaining a safe, inclusive, and respectful environment. Harassment may include inappropriate jokes, gestures, or comments. Discrimination may involve unfair treatment, exclusion, or denial of opportunities.

All participants are expected to contribute to a culture of respect and kindness. If anyone experiences or observes harassment or discrimination, they are strongly encouraged to report it immediately to a Supervisor, Store Manager, or Petland liaison. All concerns will be handled professionally and confidentially.

Safety Standards

All Adoption Partner staff and Petland Associates must follow safe handling, sanitation, and pet care practices. Failure to meet the safety standards outlined in this procedure may result in removal from the program.

Adoption Partners are responsible for the conduct and actions of their staff, volunteers, contractors, and representatives at all times.

Adoptable Animal Requirements

To ensure a welcoming and safe environment for all guests, only pets that are friendly, social, and suitable for first time pet owners may participate in adoption events.

Animals brought into the store should:

• Be comfortable being handled by guests of all ages
• Demonstrate calm, friendly behavior in busy public spaces
• Tolerate or enjoy attention and interaction

Pets that show aggression, stress, or other troubling behaviors will not be permitted at the event. If an animal becomes overwhelmed or reactive, it must be promptly removed.

Adoption Partners are responsible for pre-screening animals to ensure they are a safe, appropriate match for the in-store adoption environment and the general public.

Adoption Denial and how to Offer Alternatives

A successful adoption includes educating pet parents and helping them find a suitable companion. If a particular match is not in the best interest of the pet or adopter, it’s important to handle the situation with care.

If an adoption must be denied:

• Offer a thoughtful, professional explanation, avoid saying “no”
• Recommend other adoptable pets that may be a better fit
• Ask the Petland Store Manager for support if needed
• Ensure the guest leaves feeling respected, not confused or upset
• Remember we are Pet Counsellors, not Pet Police. Our mission statement comes first.

Always thank every guest for visiting, even if they don’t adopt.

Personnel Expectations

Safety is always the top priority. Adoption Partner staff must adhere to the following standards:

• All volunteers must sign a waiver that releases Petland from liability. The waiver must be kept on file.
• Provide the Store Manager with a schedule for your team. Be on time and ready to go.
• Petland events are drug and alcohol free. Do not attend while under the influence of any substance.
• Meals may only be eaten in the break room and not in public areas.
• Pets are not allowed in break rooms.
• Make any purchases before or after your shift. Do not set aside products during the event.
• Petland is not responsible for lost or damaged personal items please leave valuables at home.
• Avoid negative comments about Petland, their products, or other organizations. Disparagement is grounds for dismissal from the program.
• Dress professionally and follow Petland’s appearance standards.

Personnel Removal Policy
If Petland identifies a concern with the behavior or conduct of any team member, they may request that the individual be removed from the event or the program entirely.

General Pet Care Expectations

All pets must be healthy, vaccinated, and behaviorally assessed before attending the event. Adoption Partners are expected to:

• Follow all local and provincial laws
• Provide kind, consistent care to animals
• Remove ill or injured pets immediately
• Never conduct spay/neuter or microchipping procedures in store or in the parking lot
• Clean and sanitize pet areas and bowls daily
• Report any unusual incidents to the Store Manager immediately

Adoption Area Safety

Adoption events can be busy, and it’s essential to stay alert and aware of potential risks. Always monitor guest and pet interactions closely, especially with children or other pets.

Adoption Area Requirements:

• Pets must be leashed or securely crated/carried at all times
• Only trained team members may handle animals
• Children should be asked to be supervised by their guardian
• Adoption enclosures must be clean, secure, and free of clutter
• Waste must be cleaned up immediately
• Follow proper lifting techniques for animals and equipment
• Assist with daily cleanup: sweeping, sanitizing, washing dishes, etc.
• Store items safely and avoid leaving supplies unsecured