Missed the PetSmart Charities 2024 Kick-Off Partner Summit? Check out the recording below to learn more about the full details of our 30th Anniversary celebration, March National Adoption Week, Top Partner Recognition, and more!
Content Correction: The slide on future National Adoption Week (NAW) dates was incorrect for July. The correct dates are July 15 – July 21.
During the Summit, our Copywright and Content Manager, Virginia Chavez, took us through the ins and outs of content creation. Make sure to watch the segment for all the details, and then click here to sign up for PhotoShelter and start sharing your content with us!
Summit Q&A
Q&A submission was open during the live session and is now closed. Please see below for questions submitted during the Summit and their answers below. Please note that additional Q&A will be added by Monday, February 26.
General
I texted in to win during the live giveaway, but I received an error message. Did my entry go through?
Yes! Our texting system registered all of the entries, even if you got an error message. The processing of the messages was a bit delayed, and we apologize for the confusion.
Will there be commercial or promotional information sent out to media outlets to promote National Adoption Week?
Yes! We have a robust marketing plan to support National Adoption Week that includes a National TV commercial, press release, in-store signage, social media posts, and more. Be on the lookout for the social media toolkit coming your way via email on February 28, so you can also help us spread the word!
AME
When is the next update to AME happening? What will be included?
The next, and only major update, for 2024 is the introduction of the reporting capability. This will allow AME Admins to be able to view their adoptions, pets, donations, and more across all stores.
In AME, can a deposit be accepted for a future spay/neuter?
No, there are no current plans for this feature to be added to AME.
If we get an animal returned months after adoption, do we need to return them in AME as well?
No, you do not need to return them in AME.
What is the processing fee for doing adoptions through AME?
Adopters will cover the credit card and Stripe fees during the adoption checkout. These fees will roughly equate to a $5.30 base fee, plus 3% of the transaction amount. This enables 100% of the adoption fee funds to go to your organization.
Our rescue adopts out of multiple PetSmart stores. Is there a way to see all of our processed adoptions under one tab in AME versus having to view it by each individual store?
Adoption details will be easy to view across all your stores once the reporting capability within AME is released later this year.
Are you able to see animal details after an adoption is processed in AME?
Animal details will be available post-adoption when reporting capability within AME is released later this year.
If an animal was adopted at an in-store event, but we had the adopter fill out their information through our organization’s website portal, how can we record the adoption through AME?
The adopter will have to fill out the AME application at the in-store event. AME does not replace your adoption process; it is the mechanism for recording your in-store adoption rewards and having the adopter sign our in-store liability agreement.
Our adoption contract has different stipulations than the AME contract, so our adopters must fill out both. Is there a way to edit the AME contract or only use ours but still record it in AME?
For your organization to qualify for Adoption Rewards, your adopters must fill out the AME contract. The AME contract also covers your adopter’s liability for the PetSmart Charities adoption program. You can then choose to have them to fill out your contract as well.
Can I have potential adopters pay through our software instead of AME?
Accepting electronic adoption fee payments in AME is optional. However, we encourage our partners to set up electronic payments in AME for its many benefits, including saving on transaction fees and accepting donations with in-store adoptions. Please see here for more information.
Is there a field in AME to add the microchip number for an animal?
The Pet ID field provided within AME is a multi-purpose field that is intended to capture a unique identifier for the pet - whether that be the microchip ID# or a separate ID tied to a shelter management system.
In-Store Adoptions
Where can we find the 2024 Adoption Kit? Is there a digital version available for us to send out to adopters?
Your store leader can provide you with the 2024 Adoption Kit.
Our PetSmart store’s cat condos are in need of an update. Other parts of our store were just renovated, but they aren’t doing the cat condos. How do we get considered for a renovation?
PetSmart owns the adoption centers, and any upgrades need to be approved by them – currently, renovations and upgrades to cat condos are not being considered. However, if there are damaged or broken fixtures in your adoption center (i.e., broken doors, missing locks, etc.) or items that pose a safety hazard to pets or people, please reach out to your store leader, as they can submit facilities requests for maintenance on the adoption center.
Is your team doing any of this kind of training with in-store PetSmart associates?
Yes! We are consistently sharing information and resources to our partners in stores.
Is PetSmart considering allowing FIV and FeLV+ cats to stay in the cat adoption centers?
We are allowing FeLV and FIV + cats in our Everyday Adoption Centers; these are different from our 7-day cat adoption centers in every store. This year we are working on updating our medical guidelines and hope to include FeLV and FIV+ housing options. For more information, reach out to your Adoption Grant Manager.
Are Adoption Kits only for in-store adoptions, or can we have some to take to hand out at our organization?
Adoption kits are only available in-store, however, all adopters can receive an adoption kit, regardless of where the adoption took place. Ask adopters to show their adoption paperwork to a store associate to receive their free adoption kit!
Are unaltered cats, under 6-months old, allowed in the cat adoption centers?
Yes – subject to applicable laws, as of July 10, 2023, the PetSmart Charities Spay/Neuter Initiative will allow unaltered kittens and puppies under 6 months of age to be housed in PetSmart adoption centers and participate in PetSmart store adoption events.
Some of our cats are taking a while to get adopted, and our PetSmart store leader is asking us to refresh the cats every three weeks. What is the standard amount of time specific cats should be in store before they have to be switched out?
Per our adoption partner manual, cats must be removed after 21 days in the adoption center for at least one (1) week before being brought back. The average length of stay for most cats is 3-5 days.
If you are having difficulties getting cats adopted out, we recommend evaluating your adoption process to see if there are any barriers that are preventing your animals from finding loving homes. Can people foster to adopt cats they meet in the cat center? Are store associates trained how to do adoptions for you? For more support, reach out to your Adoption Grant Manager.
Our PetSmart store leader doesn’t support our organization doing adoption events at their store. Do you have any suggestions on how to navigate this situation?
Please reach out to your Adoption Grant Manager. They can help you navigate this situation.
Our PetSmart store won’t help us with adoptions when we are not there, or they are understaffed and can’t help. How can we remove that barrier?
Please reach out to your Adoption Grant Manager. They can help you navigate this situation.
Do you have any suggestions on how to work well with another Adoption Partner when sharing the cat adoption center space?
Please reach out to your Adoption Grant Manager. They can help you with relationships and solutions.
Are rabbits allowed back in PetSmart stores?
Yes, in accordance with our updated vaccination policies. Please see our Adoption Partner Manual for more information.
Is it possible to store our tables and cages at our PetSmart store between adoption events?
In-store storage is based on the discretion of each PetSmart store leader. Please contact them for more information.
Can an Adoption Partner claim exclusive rights to the Everyday Adoption Center in a PetSmart store?
All of the Adoption Centers are assets of Petsmart. Organizations are selected by Store Leaders to use the Adoption Centers. Reach out to your Store Leader to discuss opportunity to use the Center.
Are there plans for a small animals Adoption Kit?
There are no current plans for a small animals Adoption Kit, but we’ll keep you posted if one becomes available.
Tips & Suggestions
Do you have any suggestions on how to get more cat adoptions in what feels like an oversaturated market?
Yes! Make the adoption process as quick and easy as possible, and allow people to adopt your cats the same day they learn about or meet them.
In addition to speed and ease, practice trust-based adoption. Work on creating a culture where volunteers, fosters, and staff treat every person interested in adopting a cat with dignity, excitement, and care. Drop landlord checks, vet references, and background checks and insert curiosity, trust, and conversation.
Allowing people to foster-to-adopt cats and dogs is a great way to grow your adoption program, too!
We are a small shelter and cannot offer free or low-cost adoptions. Do you have any suggestions on how to compete with bigger shelters that can offer these types of deals?
Absolutely. Try reaching out to your local businesses and see if they’d be willing to sponsor adoptions for a day. You could also try letting community members sponsor an adoption fee for a pet that they cannot personally adopt – and include any animal in the shelter in this program, not just your long-stay pets.
If you can’t lower your fees, what other value-added things do you add to your adoption? An alumni Facebook page, doggy play dates, pack walks, and other post-adoption resources are all ways that you can build a relationship with adopters that helps them move past the fee and feel like they are having a thoughtful experience in your shelter.
Do you have any suggestions on how to help cats stress-wise during sleepover events?
It’s important to understand that cats need time to adjust, and this can take weeks or longer. Here are a few tips to make this experience less stressful for them:
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If there are other pets or they are going to a large house, put the cat in a room where they can assimilate with a crate that stays open or somewhere that they can hide, like a little box and food/water separated from the litter box.
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Provide a soft place to sleep.
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Lots of pheromones! Use Feliway spray, and when they are allowed in a larger space, use the Feliway plug-ins.
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Do not introduce them to other pets for a week or so.
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Don't push! Cats do not like to be pushed – it has to be their idea. Also, they are very curious and need to investigate their entire space to check for “danger.”
I live in a state that has or will soon have very strict laws regarding fostering animals through shelters. Do you consider these types of laws when making your suggestions?
We try to stay informed on changing laws across the US and Canada. We are not familiar with laws limiting foster care. If state laws are passing that you think we should be aware of when making suggestions, please feel free to share them.
Historically, we have more cat than dog adoptions at off-site events. Do you have any suggestions on how to increase dog adoptions at these events?
Yes! Check out some suggestions below:
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Use playpens and pop-up crates for dogs so you don’t need as many handlers. Bring soft mats, treats, and toys for the dogs.
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Be creative about the time and duration of your events! For example: “Yappy Hours” some groups bring 2-3 dogs in-store every weeknight for an hour or two with great success!
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Give people options. Let people take dogs home for overnights trials, short term foster, and foster-to-adopt straight from your events.
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Invite your foster caregivers to events or ask them to drop off their foster dogs at events for the day.
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Be sure to let people interact with the dogs you bring. Redirect people to interact with dogs the way you hope they will with treats and toys. Go outside for a walk with potential adopters. Engage and make events fun and inviting for the dogs and people!
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Make sure your placement process is quick and easy. Allow dogs to go home for adoption or foster placement from events. Role play your adoption process: What is clunky, unwelcoming, or unnecessary?
Reach out to your Adoption Grant Manager if you would like more ideas!
Do you have any suggestions on how to turn down adopters that we are uncomfortable adopting to?
First, take a moment and consider why you are uncomfortable adopting. Is there an opportunity for connection, coaching, or education? Might there be a better match in your organization? Are there other organizations you can refer the adopter to who might have a better match? If you truly believe no match should or can be made, treat them as you would want to be treated – with dignity and respect.
How do we get people to adopt when medical costs are rising, customers can’t afford them, and this results in animals sitting in shelters longer?
The best way to increase adoptions is to create a welcoming environment for everyone interested in caring for a pet. Make your adoption process as easy as possible. This includes making sure pets can go home the same day, allowing foster-to-adopt options, and bringing your animals to offsite locations where they will get exposure to people who may not be coming to your organization. Let people take pets out for the day, a few days, or for long-term fostering opportunities. And lastly, train your staff and volunteers to trust all people to decide on the costs they can take on, regardless of socio-economic status.
How do we ensure we are not adopting out to people on Do Not Adopt lists if we are encouraged to do same-day adoptions?
We encourage groups to operate very small Do Not Adopt lists. These lists should be reserved for truly unsafe situations – not denials, bad relationships, or bias.
It is best practice – and increasingly more common – that Do Not Adopt lists should be for harassment cases and those convicted of animal cruelty.
Adoption conversations should start with “yes” – focused on placing pets with families as quickly as possible through foster or adoption.
What tips do you have for adopters wanting to return a pet? We are seeing a major increase of people wanting to return a pet anywhere from a few days to a few years later.
Start by welcoming the pet back into your care and receive the adopter with kindness and openness – using the return as an opportunity to learn more about the pet.
Returns allow us to learn more about the pets in our care, find them an even better match in the future, and often results in a welcomed break from the shelter!
We would also suggest taking this opportunity to learn more about the adopter and ask about placing another pet with them if they’re open to it.
Check out this return form from LifeLine Animal Project for inspiration.
How are you making sure renters can have pets if you’re so focused on making it a quick process?
Trust-based placement means we trust people to know what is contained within their own rental agreements. We do not need to check this for people. When we approach people from a place of trust, they will approach us the same way. Save time, save stress, and trust people.
Rory mentioned a few online resources. Can you post the links to those?
Here are the recommended resources. If you have specific resources that you are looking for, you can always ask our partner Facebook group or email your AGMs.
For foster programs check out these amazing resources from Maddie’s Fund on steps for foster program creation and implementation.
To learn more about trust-based adoption, here are three resources we love:
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Breaking Down Barriers to Positive Outcomes Toolkit created by Human Animal Support Services
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Adopters Welcome Handbook created by the Humane Society of the United States
Do you have any suggestions on liability paperwork for field trips, sleepovers, etc. with pets?
You can find a variety of information on liability, applications, and policies on the Maddie’s Fund foster care resource page.
We have several fosters who are very particular about adopting and insist on the “ideal” home. Do you have any suggestions on how to calm their nerves?
Consider offering resources to your foster caregivers to learn about competitive pet placement. Here are a few resources we love:
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Breaking Down Barriers to Positive Outcomes Toolkit created by Human Animal Support Services
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Adopters Welcome Handbook created by the Humane Society of the United States
Do you have a recommended time period/limit for someone considering foster to adopt?
We would recommend a case-by-case approach – for pets and for organizations. Check out this great foster to adopt manual from Pima Animal Care Center.
For organizations struggling to place animals, don't limit any opportunity to send an animal out – but you can set expectations for adoption. Many organizations with large, robust foster programs and large intakes have in their foster-to-adopt agreements that, after three months, the caregiver is committing to adoption.
For highly desirable pets 2-14 days (about 2 weeks) is plenty of time to decide. You can tell your adopter this – “Yes, we want you to be sure this is a good fit for your life and for this pet, but lots of other people are interested. So as soon as you know, either way, let us know. How does two weeks sound?”
For long stay pets that are going to foster-to-adopt, I would recommend checking in with the foster caregiver on a cadence – something like day 2, day 7, day 14, and day 30. This is a great volunteer job and an opportunity to support caregivers.
Check out Maddie’s Fund for more information.
We are struggling with a lack of veterinarian services and rising costs in our area. What resources are available to us?
Unfortunately, access to veterinary care is a national crisis. To find low-cost pet resources in your area, try visiting: Pet Help Finder or the Open Door Collective.
Adoption Rewards
Are you bringing back 2-for-1 Adoption Rewards back during National Adoption Week?
Yes! Our 2-for-1 Adoption Rewards promotion will be back for March National Adoption Week.
Do we get credit in Adoption Rewards if someone meets a pet at an in-store adoption event and then processes the adoption afterward (at our organization, pays online, etc.)? The foster-to-adopt situation that was described during the Summit could result in this situation.
Adoptions must be processed in-store through AME to qualify for Adoption Rewards.
How is the payout of Adoption Rewards to Adoption Partners determined? Is there a limit? When do you send them out?
You can find information on Adoption Rewards details at the links below:
PetSmart Charities
PetSmart Charities of Canada
I have more specific questions about my organization’s Adoption Rewards. Who can I talk to about that?
Please reach out to adoptions@petsmartcharities.org for questions on Adoption Rewards.
Are you considering any changes to the level for Adoption Rewards? Example: a level between 2,500 and 5,000.
No, there are no current plans to change the Adoption Rewards structure.