PETSMART US-CANADA Adoption Partner User Manual

ADOPTION PARTNER
MANUAL
US/CANADA I 2024-25

US-CANADA Adoption Partner

© 2024 PetSmart Charities, Inc. and PetSmart Charities of Canada. All rights reserved.
The information contained herein is subject to change in the sole discretion of PetSmart Charities, Inc. (PCI) and PetSmart Charities of Canada (PCC) and without notice. PetSmart Charities makes no express or implied warranties of any kind with regard to this material, including without limitation warranties of merchantability, non-infringement, and fitness for a particular purpose. PetSmart Charities is not responsible for any errors contained in this material or for any direct, special, indirect, incidental or consequential damages in connection with the furnishing, performance or use of this material.

PROGRAM OVERVIEW

INTRODUCTION

Thank you for your commitment to partnering
with PetSmart Charities to help pets in need in your community.
This manual must be reviewed by PetSmart Associates who assist with adoptions, as well as Adoption Partner personnel who participate in PetSmart Charities’ In-Store Adoption Program.
As used herein, PetSmart Charities, Inc. and PetSmart Charities of Canada are individually and together referred to as PetSmart Charities.
Read this manual thoroughly and ask lots of questions!
Agreeing to participate in the In-Store Adoption Program represents a commitment that you will care for the adoptable pets, conduct yourself appropriately with the public, and maintain the in-store adoption area in strict accordance with the protocols outlined in this manual.
If any content in this manual is unfamiliar, schedule time with the PetSmart Store Leader immediately to ensure expectations are clarified.
This manual and the policies and procedures described in this manual, as well as any other policies and procedures presented in other materials or communicated to you, are required; adherence to them is nonnegotiable. If at any time you feel you cannot support or adhere to the policies and procedures as they are described, alert the PetSmart Store Leader immediately. All stated requirements herein are subject to any applicable laws and regulations that may be more restrictive than required by PetSmart or PetSmart Charities. It is solely your responsibility to ensure you, your organization, and all personnel associated with your organization are adhering to applicable laws and regulations.
Do not share your Adoption Partner number with anyone outside of your organization. Sharing your number with other entities or organizations can result in termination from the In-Store Adoption Program.
During the approval process, your organization was assigned an Adoption Partner number, also known as
“GROUP NUMBER”.
This number is specific to your organization and may not be used by multiple entities or organizations. This protects your organization and PetSmart Charities from fraudulent activity.

ADOPTION PROGRAM BENEFITS
PETSMART CHARITIES ADOPTION REWARDS FUNDING
The PetSmart Charities Adoption Rewards program celebrates the efforts of Adoption Partners and creates more opportunities to facilitate adoptions throughout the year – ultimately finding more homes for pets in need!

Adoption Partners are strongly encouraged to track their own adoptions and check their records with their Store Leader frequently. Any in-store adoptions that are not recorded with the appropriate Adoption Partner number will not be considered for payment under the rewards program. If there are any issues regarding adoption counts, a request for correction along with supporting documentation must be submitted via email to adoptions@petsmartcharities.org within 30 days of the adoption.
Rewards are paid once an Adoption Partner reaches a new reward threshold. Rewards are paid out on or around the 20th of the following month and are not cumulative. Each time a new funding threshold is reached, Adoption Partners will be paid the difference between the larger reward and the previous threshold reward payment. Rewards will be deposited directly in your account through electronic funds transfer. It is important that you keep all banking and organization contact information up-to-date. If there are any issues regarding payment for an adoption reward, a request for payment along with supporting documentation must be submitted via email to adoptions@petsmartcharities.org within 30 days of the payment.
Claims older than 30 days will not be considered for payment.
Your organizations current in-store adoption totals can be found at: www.petsmartcharities.org/pro/adoption-partner-adoption- total
PetSmart Charities, in its sole and absolute discretion, may determine the election, amount, modification, or termination of Adoption Rewards. If your organization receives Adoption Rewards, your organization agrees to use such rewards in the furtherance of its charitable purpose, specifically furthering its In-Store Adoption Program designed to find homes for pets in need, and not for lobbying or political activities, or any purpose not described in Section 501(c)(3) of the IRS Code or Canada’s Income Tax Act, as applicable. The PetSmart Charities fiscal year runs February 1—January 31.

EVENTS
WE ENCOURAGE ADOPTION PARTNERS TO PARTICIPATE IN OUR ADOPTION EVENT OPPORTUNITIES.

IN-STORE ADOPTION EVENTS
Weekends are the most popular time to hold in-store adoption events. However, you can hold an in-store adoption event any day of the week. Adoption event dates and times must be agreed upon by the applicable PetSmart Store Leader. By working with PetSmart store leadership and PetSmart Charities, your organization may be eligible for funding during National Adoption Week and/or authorized off-cycle adoption events. Make your next event a huge success through creative marketing and event grant funding!

NATIONAL ADOPTION EVENTS
National Adoption Events are….
Be sure to check with your PetSmart Store Leader or contact your PetSmart Charities Adoption Grants Manager to learn about grant and event opportunities during our National Adoption Weeks. Adoption Partners may apply for additional funding for events hosted on PetSmart during National Adoption Week. All requests must be made through your local PetSmart Store Leader, first.

GRANT IMPACT REPORTING
As an In-Store Adoption Program condition, Adoption Partners are required to submit grant impact reports along with any other related information requested by PetSmart Charities.

CUSTOMER SERVICE AND PERSONNEL

CUSTOMER SERVICE EXPECTATIONS

Professional and courteous behavior is the foundation for a positive adoption experience.
Foundational to this is Adoption Partners and store Associates prioritizing excellent customer service throughout the entire process. We rely on you to support our vision of providing total lifetime care to every pet and every parent, every time.
SAFETY
All Adoption Partner personnel and PetSmart Associates must maintain safe pet health, interaction, and cleaning practices. Knowingly handling or maintaining pets in any condition that is counter to the standards and policies outlined in this manual is grounds for immediate dismissal from the InStore Adoption Program.
Adoption Partners are fully responsible for all actions and omissions of their employees, contractors, agents, representatives, and volunteers at all times.
DENYING ADOPTION: EDUCATE, INFORM, PROVIDE ALTERNATIVES
Paramount to a successful adoption is educating potential pet parents on the adoption process, including but not limited to, informing them of the responsibilities that come with adopting a pet while discussing the profiles of individual pets. If adoption is not in  the best interest of the pet or the pet parent, provide alternatives.
In the event you must deny an adoption, be sensitive to the pet parent’s needs. They may be greatly disappointed. How you communicate will create an educated and understanding supporter or a confused and potentially difficult adversary. Many people will  perceive an adoption denial as a judgment about their abilities as pet parents.
Most of the time it is not the message, rather, how the message is delivered that causes a potential adopter to become upset. Denying an adoption is a delicate situation, and poor communication can create misunderstanding. Using tact and diplomacy and offering alternatives to a denied adopter is critically important. All personnel must take these steps when an adoption is denied:

• Tactfully provide a professional explanation; just saying “no” is never enough. Where appropriate, consider offering alternative pets up for adoption that might be a better fit.
• Use discretion during any denial; enlist support from the PetSmart Store Leader if needed.
• Do everything in your power to ensure that no pet parent leaves unreasonably confused or upset.
• Remember that all Adoption Partners must ensure equal opportunity and fair treatment to all potential adopters, not discriminating on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, veteran status, marital status, citizenship, national origin or any other legally protected status. Failure to do so will result in termination from the program.

Always thank pet parents for considering an adoption. Regardless of whether a visit results in an adoption, thank every customer for stopping by. Remember, they are members of your community and could possibly be future volunteers, donors, or advocates for your organization.

PERSONNEL EXPECTATIONS
SAFETY FOR PETS AND PEOPLE IS OUR NUMBER ONE PRIORITY.

Our In-Store Adoption Program focuses on providing safe and rewarding interactions between pets and potential pet parents as they get to know one another. In order to ensure a comfortable, safe experience for pets and pet parents, Adoption Partner personnel are expected to meet these basic expectations:

• All Adoption Partners are required to use a volunteer waiver and ensure it is signed by each volunteer and on file at the organization’s facility or office. The waiver must include language that waives any and all claims against PetSmart, PetSmart Charities  and PetSmart Charities of Canada.
•  The Adoption Partner must provide Store Leaders with a schedule for personnel, which should be agreed upon with PetSmart store leadership. Adoption Partner personnel are expected to be on time and pets must be ready for adoption on schedule. Should the schedule need modification, PetSmart Store Leaders should be notified immediately.
• PetSmart stores and PetSmart Charities events are drug and alcohol free. Adoption Partner personnel may not work in a PetSmart store or participate at an event while under the influence of any controlled substances.
• Relatives, friends, or significant others of Adoption Partner personnel may not visit during their shift unless they are also Adoption Partner personnel.
• Harassment and discrimination are not tolerated and are grounds for immediate termination from the In-Store Adoption Program.
• Personnel may not eat meals in any public area of the PetSmart store or 7 Day Cat Center. Adoption Partners may use the break room for meals. Absolutely no pets are allowed in the break room.
• Adoption Partner personnel must make personal store purchases before or after an adoption shift. Products may not be set aside during a shift to be purchased at a later time. Any purchases should be removed from the PetSmart store immediately.
• Personal belongings should be left at home. PetSmart and PetSmart Charities are not responsible for damaged, misplaced, lost or stolen personal items.
• Adoption Partner personnel, volunteers, agents, and representatives shall not disparage PetSmart, PetSmart Charities, or any PetSmart products, services, or Associates; Banfield, The Pet Hospital or its Associates; or the activities or reputations of any  other organization participating in the In-Store Adoption Program. Disparagement is grounds for immediate termination from the In-Store Adoption Program.
• Adoption Partner personnel should dress professionally and in accordance with PetSmart’s appearance/dress code. Please review the Store and Field Dress Code resource in the appendix.

POTENTIAL PERSONNEL REMOVAL MAY BE REQUIRED
In the event PetSmart or PetSmart Charities has any objection to the behavior or actions of any Adoption Partner’s employees, contractors, agents, representatives or volunteers, PetSmart or PetSmart Charities shall have the right to require the Adoption Partner to remedy the cause of any such objection. In addition, upon request, PetSmart or PetSmart Charities, in its sole discretion, may require the removal of the employee, contractor, agent, representative, or volunteer from the Adoption Center or any other designated areas.

CURRENT CONTACT INFORMATION
It is your organization’s sole responsibility for ensuring that PetSmart Charities has the most current and accurate contact information, including mailing address, telephone number, and email address. If your organization fails to provide such information, it is still responsible for adhering to all modifications made to the manual and/or any other policy or procedure.
TO UPDATE YOUR CURRENT CONTACT INFORMATION, PLEASE VISIT: WWW.PETSMARTCHARITIES.SMARTSIMPLE.COM

ADOPTION PROCESS AND PET PARENT EXPERIENCE

With so many independent animal welfare organizations, each is bound to develop some unique forms and practices. For instance, most Adoption Partners provide on-site adoptions, and some Adoption Partners may facilitate next-day adoptions. In some cases, a trained PetSmart Associate can initiate or complete an adoption, such as in the 7 Day Cat Center. Regardless of the variances of adoption processes, every pet parent must have a consistent and positively memorable experience. Any dispute between an Adoption Partner and a pet parent is the legal and financial responsibility of the Adoption Partner. PetSmart and PetSmart Charities are not responsible for the outcome of such disputes. No matter the variance in individual organization practices, if the adoption is initiated or fully completed at a PetSmart store, participating Adoption Partners may receive their Adoption Rewards for those adoptions, subject to Adoption Rewards program terms and conditions. Additionally, Adoption Partners always retain 100% of the adoption fees regardless of whether the organization’s personnel or PetSmart staff complete the adoption.

RECEIVING & TRACKING PETS
The Adoption Partner is responsible for the safe and legal transportation of pets to and from PetSmart. This includes safe unloading and maintaining control for all pets at all times. Before an adoption may occur, Adoption Partner personnel must complete the following steps to ensure that adoptable pets are safe, secure, and properly tracked:

• Upon arrival, adoptable pets must be placed in prepared, clean kennels or crates, and the Store Leader must be informed of their arrival.
• All felines and canines 6 months and older must be spayed/neutered and vaccinated prior to adoption. No intact canine or feline 6 months or older can be displayed in store or sent home with a voucher.*
• 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
  -Participate in PetSmart store adoption events
• The PetSmart Charities Spay/Neuter Initiative is optional for adoption partners. Adoption partners who can spay/neuter pets under 6 months before adoption should continue to do so. Unaltered animals over 4 months should be housed separately, even from the same litter.
• It is solely the adoption partner’s responsibility to ensure you, your organization, and pet parents comply with the applicable spay/neuter laws and regulations.
• All canines and felines must be vaccinated and monitored for a minimum of 48 hours prior to entering a PetSmart store.
• Pets’ health records, including Rabies Certificate or Vaccination Record showing proof of rabies or current vaccinations, and any other information about the pet that may be important to disclose must be available at the applicable PetSmart store. A pet without a Rabies Certificate or Vaccination Record showing current proof of rabies or current vaccinations cannot be adopted, brought into a PetSmart Store, or remain at PetSmart. All stated vaccination requirements herein are subject to any applicable laws that may be more restrictive than required by PetSmart and PetSmart Charities.
• Adoption Partners must ensure each pet has an approved cage card (see example below) that lists the pet’s name, the gender of the pet, the date rabies vaccine was administered (if age appropriate), all matching the Rabies Certificate or Vaccination Record showing current proof of rabies vaccination, and the date the combination vaccination was administered. Store Leaders can order cage cards from Store Essentials.
• Adoption Partners are expected to respond to issues and concerns from pet parents, PetSmart Charities, and PetSmart within 24 hours.
• Adoption Partners must retrieve any pet that becomes ill while in a PetSmart store. Ill pets may not be adopted or remain at the store and should be removed within 24 hours of the illness being detected. Pets not retrieved within 24 hours will be  transferred to a veterinarian or the appropriate receiving agency for that area at the Adoption Partner’s expense.
• Adoption Partners must provide emergency contact information (including an emergency veterinarian contact number) for individuals who are available to come to a PetSmart store. Contact may happen after business hours.
• All policies are subject to any applicable laws that may be more restrictive than required by PetSmart and PetSmart Charities. You are solely responsible for ensuring your compliance with all laws.

FOR GOOD.FOR PETS. FOR PEOPLE. FOR GOOD™.
Date of Arrival at Store:…………………………………
Adoption Partner:………………
Adoption Fee: $……………………
Hello, my name is:……………
Pet Description:…………….
Gender:…………
M F
Breed/Mix:……………………………
My Approx. Age:………………………….
Combo Vaccine Administered:……………
My Approx. Age:…………………..

Rabies Vaccine Administered: (If age appropriate)……………………
This pet has been: spayed neutered
Appropriate vaccination records are current and available.
Neat things to know about me:
Ask my Adoption Representative for more details.
Adoption program proudly sponsored by:

THE ADOPTION CENTER BINDER

For pets being offered through a PetSmart Charities 7 Day Cat Center, key information must be kept in the Adoption Center Binder. The binder must be kept in the 7 Day Cat Center at all times. PetSmart or PetSmart Charities may review or request a copy in order to ensure all pets are compliant with program requirements.
The Adoption Center Binder should have a separate tab for each 7 Day Cat Center Partner. Each section must include the Rabies Certificate or Vaccination Record showing current proof of rabies vaccination for all age- appropriate pets currently in the Adoption Center. Additional pet records may be kept separate from the rabies information in the Adoption Center Binder. Note: Rabies Certificate and Vaccination Records for weekend or events pets must be visually verified.
Additional requirements may be imposed to comply with federal, state, provincial or local laws and  regulations, or as otherwise deemed appropriate by PetSmart or PetSmart Charities.
THE ADOPTABLE PET LOG
If required by state law, (e.g. Connecticut, Massachusetts, Michigan, New Jersey and Pennsylvania) Adoption Partners are required to keep current and completed copies of the Adoptable Pet Log (sample below). All cats in the 7 Day Cat Center must be logged by personnel in the Adoptable Pet Log, which will be verified by the PetSmart Store Leader. When a pet is adopted or removed from the 7 Day Cat Center, the Adoptable Pet Log must be updated to reflect this information.
The Adoptable Pet Log should be maintained in the PetSmart Store Cash Office as the log will include pet parent information.

SAMPLE ADOPTABLE PET LOG

THE ADOPTION PROCESS
Although each adoption varies due to pet type and organizational distinctions, basic elements and processes must be adhered to in completing the adoption process. When Adoption Partner personnel are present, they will facilitate the adoption process. Upon mutual agreement, PetSmart Associates or Store Leaders who are trained by the Adoption Partner can complete adoptions in the absence of Adoption Partner personnel in the 7 Day Cat Centers. They will use the same adoption screening standards, forms, and contracts used by Adoption Partner personnel.
Once a new pet parent shows interest in adopting, the Adoption Partner personnel or approved PetSmart Associate will ensure the following steps are completed:

• Explain the adoption guidelines, including what the pet parent should do if the adoption is not successful or the pet becomes ill.
• Complete the Adoption Release Form electronically, and explain it to the pet parent:
• The PetSmart Associate or Adoption Partner personnel completing the adoption fills out the portion titled “Associate/Adoption Agency.”
• The pet parent completes the “Adopter” portion and ensures all lines are complete. If a pet parent does not wish to provide an email address or phone number, mark “n/a.” The Adoption Release Form must be printed if an email address is not provided.
• The Associate or personnel completing the adoption verifies that the pet parent has reviewed the statement release paragraph and has signed and dated the Adoption Release Form. In no event will the Associate or Adoption Partner personnel sign the Adoption Release Form on behalf of a pet parent.
• Inform the pet parent that he/she will receive an email containing a copy of the Adoption Release Form. Adoption Partner will not receive an emailed copy. The pet parent must also receive a hard copy of:
• Adoption Release Form (if an email address was not provided)
• Adoption Partner’s contract/application (must be signed by the pet parent)
• Adopted pet’s vaccination records
• Ensure all adoption paperwork is present and complete.
• Explain to the pet parent that all pet returns must be made at the organization’s facility or foster location and not at a PetSmart store.
• Update the Adoptable Pet Log by indicating the date of adoption. (As required by state law, such as in in Connecticut, Massachusetts, Michigan, New Jersey and Pennsylvania.)
• If Adoption Partner personnel are not present to receive the adoption fee, the PetSmart Associate should attach the adoption fee (or check/cash) to the organization’s copy of the paperwork and place it in the security cash box designated for the applicable Adoption Partner. All security cash boxes are owned by PetSmart and must be kept in the PetSmart Store Leader’s office.
•  The Adoption Fee Log is to be used when the store is collecting adoption fees on behalf of the Adoption Partner. This log is to be maintained in the security cash box with the collected adoption fees.
• Accompany the new pet parent with their adoption paperwork to the PetSmart Adoption Ambassador. In processing adoptions, the Adoption Partner will avoid discriminatory practices, or the perception of discrimination, by utilizing fair and standardized fees for adoption, disclosing all known issues about an animal to adopters, and communicating to potential adopters any requirements that may be conditional to an adoption. Furthermore, Adoption Partners must ensure equal opportunity and fair treatment to all potential adopters, not discriminating due to race, color, creed, religion, natural origin, age, sexual orientation, disability, veteran status, gender, gender identity, marital status, or any other legally protected status. Failure to do so will result in termination from the adoption program.

APPROVED SPECIES FOR ADOPTION
The types of species allowed for in-store adoption, unless otherwise further restricted by local, state or provincial law or temporarily prohibited due to disease outbreak (e.g., rabbit hemorrhagic disease outbreak):

• Domestic dogs and cats
• Domesticated birds
• Small animals and reptiles sold at PetSmart, excluding rats
• Other non-venomous reptiles
• Ferrets (varies state by state/province)
• Rabbits

Any species not listed above, such as goats, pigs, chickens and other livestock are not allowed.
Check out the Partner Resource page on petsmartcharities.org for updates regarding restrictions.
ADOPTION RELEASE FORMS
Paper Adoption Release Forms may be used as a last resort in the event the adoption app is unavailable.
These forms are required by PetSmart and PetSmart Charities and serve as documentation for Adoption Partner rewards funding.
Blank forms should never leave PetSmart premises.
Fraudulent information or activity associated with these forms, including but not limited to, allowing others to use your Adoption Partner number, bulk entry of forms, or foregoing or forging a pet parent’s signature on any form, is not tolerated and is grounds for immediate termination from the In-Store Adoption Program.

SAMPLE ADOPTION RELEASE FORM PET RETURN PROCESS

Occasionally, a pet parent will attempt to return a pet obtained from an Adoption Partner.
Listen carefully to the pet parent’s reasons for wanting to return the pet, then request that they return the pet to the organization’s facility listed on the adoption contract.
If the pet parent is unwilling to take the pet to the facility and instead relinquishes the pet at a PetSmart store, isolate the pet in an approved isolation area until transportation can be arranged for the pet. Do not isolate the pet in the 7 Day Cat Center. To prevent possible communicable diseases, you must make every effort to contact the organization listed on the contract and remove the isolated pet from the store immediately.
The pet must be re-evaluated and re-quarantined at your facility or foster home for at least 48 hours before being brought back for adoption at any PetSmart store location.
There is a chance that a pet parent may elect to return a pet to any personnel at a PetSmart store, regardless of organizational affiliation. If a pet parent refuses to address the originating organization or take the pet to the Adoption Partner’s facility, for the safety of the pet, isolate the pet in accordance with above steps. Immediately contact the Store Leader, who will contact the originating organization to ensure the pet is returned to the appropriate, responsible organization. Pets not claimed by the originating organization within 24 hours will be transferred to the local animal control authority.
Under no circumstances may a secondary organization take ownership of a relinquished pet from another organization.
RECOGNIZED PETS
In the rare instance when a pet parent visiting a PetSmart store recognizes a lost pet up for adoption, the Adoption Partner is expected to work with the pet parent to reunite the pet with its rightful owner.
Because this is a highly sensitive area for both the pet parent and the Adoption Partner, the Store Leader should be the key facilitator in ensuring the process is resolved in a timely and appropriate manner.

PRESENTATION and SUPPLIES

SUPPLIES
ORDERING SUPPLIES
For Adoption Partners in the 7 Day Cat Centers, and other in-store adoptable pets, PetSmart stores will typically provide all supplies necessary to house adoptable pets safely and humanely, including food, litter, bowls, some approved toys, and approved cleaning supplies. These supplies are listed on the approved supply list. Adoption Partner personnel must notify PetSmart’s Store Leader when supplies require replenishment by completing an Adoption Center Supplies Request Form provided by the Store Leader.  Adoption Partners are prohibited from removing any supplies from the sales floor.
Some organizations may prefer to bring in food, toys, or bedding specifically purchased for adoptable pets. If an Adoption Partner prefers to provide additional products specifically purchased for adoptable pets, these items must be checked in at the beginning of a shift with the PetSmart Store Leader and clearly marked to indicate ownership by appropriate organization and eliminate any confusion with store products. Nonapproved cleaning supplies are not permitted.
All supplies must be kept organized and secured in approved locations. Locations will vary. Ask the Store Leader of each store in which you facilitate adoptions for approved locations.
The 7 Day Cat Centers are PetSmart property. Any changes, repairs or upgrades must go through the Store Leader.
PetSmart Charities may at any time, and at its discretion, determine the use, change or termination of any product. Adoption Partners understand that these donations of supplies and any other donation made by PetSmart or PetSmart Charities are provided “as-is”, and neither PetSmart nor PetSmart Charities make any warranty or claim regarding these products.
PetSmart and PetSmart Charities are not liable for any damages that may occur as a result of the use of these products. Adoption Partners agree to waive any claims or liability against PetSmart or PetSmart Charities that is associated with the donated product. Adoption Partners further understand and agree that the U.S. Food and Drug Administration (“FDA”) regulations specify that protein derived from mammalian tissues is not to be used in ruminant feed and that the feeding of any pet food included with any product to cattle or other ruminant animals is expressly prohibited by federal regulations.

SAMPLE ADOPTION CENTER SUPPLIES REQUEST FORM
Date__
Adoption Center Supply Request Form

| Pet Supply Items| Ordering Location| Qty
---|---|---|---
| Kitten/Cat Food Dry| See Approved Foods List Fetch: Adoptions:: Resources|
| Kitten/Cat Food Wet| See Approved Foods List Fetch: Adoptions:: Resources|
| Puppy/Dog Food Dry| See Approved Foods List Fetch-AdoptionStesources|
| Puppy/Dog Food Wet| See Approved Foods List Fetcli:AdoptionSaesources|
| Cat Litter| See Approved Foods List Fetch:Adoptions::Resources|
| Litter Pan| DC Order Form|
| Litter Scoop| Store Use (Code 63)|
| Bowls| Store Essentials|
| Toys (easily sanitized)| Store Use (Code 63)|
| Maintenance/Cleaning Supplies| Ordering Location| Qty
| Hand Sanitizer Refill (3ct)| Store Essentials|
| Paper Towels (12c0| Store Essentials|
| Star Spray Cleaner| DC Order Form|
| Watchdog NF Cleaner| DC Order Form|
| Star Spray Bottle| DC Order Form|
| Watchdog NF Bottle| DC Order Form|
| Broom| Store Essentials|
| Dust Pan| Store Essentials|
| Mop, Mop Bucket| Store Essentials|
| Trash Can| Store Essentials|
| Trash Liner| DC Order Form|
| Latex Gloves| Store Essentials|
| General Supplies| Ordering Location| Qty
| Cage Cards| Store Essentials|
| Cage Card Pockets| Store Essentials|
| Adoption Release Forms| Store Essentials|
| Additional Supplies for Everyday
Adoption Centers (EAC)| Ordering Location| Qty
| Scenturian Odor Eliminator| DC Order Form|
| Blue Multipurpose Cleaner| DC Order Form|
| Scenturian/Blue Spray Bottles| Buckeye Order Form-Fetcli:PetsHotel|
| Hand Soap Refill (3ct)| Store Essentials|
| eMotion Paper Towels (6 Rolls)| Store Essentials|
| Oops Station Towels (6 Rods)| Store Essentials|
| Oops Station Pick-Up Bags| Store Essentials|
| Scent Generator Refill| Store Essentials|
| Other Supplies| | Qty
| | |
| | |

APPROVED SUPPLIES
Only the items listed below may be on the adoption areas, tables, or carts:

• Adoption Partner informational materials – You can use this space to promote your next major event or drive pet parents to your website to learn about your mission! Materials cannot promote services that are competitive with PetSmart services, such as training, grooming, boarding, or veterinary care, or solicit for food or product donations.
• Donation canister – An approved donation canister may be out only when Adoption Partner personnel are present. Soliciting for fundraising is not permitted.
• Adoptable pet photo or digital photo album – if available.
• Office supplies and paperwork – This includes administrative supplies necessary to track pets and complete adoptions, such as blank cage cards, pens, pencils, adoptable pets’ paperwork, and vaccination and health records.
• PetSmart brochures – They may advertise services such as training or grooming, as well as specials.

SIGNAGE

Only signs authorized by PetSmart and PetSmart Charities may be posted in adoption areas.
Approved signage for in-store adoption areas includes:

• Partner nameplates listing all participating Adoption Partners. Alert the Store Leader if your organization is not represented.
• Monthly calendar showing an up-to-date adoption schedule.
• Adoptions-To-Date numbers board with a current, accurate count, which PetSmart provides.
• PetSmart Charities clings and vendor sponsor window clings.
• “No unattended children/dogs” cling to place on cages in the 7 Day Cat Center. No unauthorized signage may be posted on the 7 Day Cat Center without prior approval from the Store Leader (i.e., organization’s upcoming events, petitions, signage soliciting food or product donation, seasonal décor, cartoons, organization banners, or any other signs).

7 DAY CAT CENTER SIGNAGE

GENERAL PET CARE and SAFETY

ALL PETS MUST BE KEPT SAFE AND HEALTHY

All pets must be kept safe and healthy. It is the Adoption Partner’s responsibility to ensure that adoptable pets are provided a safe and comfortable environment and treated with kindness and compassion by knowledgeable, caring, and well-trained individuals.
Adoption Partners are fully responsible for the proper care for all of their animals at all times. Adoption Partners and all personnel must adhere to all state/county/local or provincial guidelines and all applicable laws when adoptable pets are in a PetSmart store for adoption or at any PetSmart Charities sponsored event. It is the Adoption Partner’s responsibility to be familiar with, and comply with, applicable state and local and provincial laws, guidelines, and regulations, as may be updated from time to time.
To ensure safety measures at your facility are aligned with the In-Store Adoption Program standards, site visits may be conducted at your organization’s facility and foster home locations at any time.
Adoption Partner leadership is responsible for ensuring that all personnel who handle or care for adoptable pets adhere to all pet care expectations outlined in this manual. Failure to do so could result in immediate suspension or termination from the In-Store Adoption Program.

GENERAL PET CARE EXPECTATIONS
All In-Store Adoption Program participants must adhere to basic expectations with regard to pet care.

• All Adoption Partners are required to spay/neuter all dogs, cats and other pets as required by state, provincial or local laws prior to bringing them to a PetSmart store for adoption.
• 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
  -Participate in PetSmart store adoption events
• The PetSmart Charities Spay/Neuter Initiative is optional for adoption partners. Adoption partners who can spay/neuter pets under 6 months before adoption should continue to do so. Unaltered animals over 4 months need to be housed separately, even from the same litter.
• It is solely the adoption partner’s responsibility to ensure you, your organization, and pet parents comply with the applicable spay/neuter laws and regulations.
•  Inhumane treatment of any pet is strictly prohibited. Adoption Partners are required to report any instance of perceived inhumane pet treatment occurring at PetSmart store locations to the Store Leader. Inhumane treatment of pets, or failure to report it when seen, will not be tolerated and will constitute grounds for suspension or termination from the In-Store Adoption Program.
• Ill or injured pets must be removed from the facility immediately and may not return until they are completely healthy. Adoption Partners are required to seek veterinary care for adoptable pets with anything beyond a minor injury or illness, or when the individual is uncertain about a pet’s condition.
• Adoptable pets must be healthy, vaccinated, and physically assessed by a veterinarian prior to being brought to the store, and behaviorally assessed by organization personnel.
• Only approved Adoption Partner personnel or an approved, trained PetSmart Associate (as agreed upon by the Adoption Partner) may handle pets to show them to potential adopters.
• As a reminder, if required by state law, as in Connecticut, New Jersey, Massachusetts, Michigan and Pennsylvania, Adoption Partner personnel must maintain the Adoptable Pet Log accurately and ensure completed logs are provided to PetSmart store leadership for pet health and participation verification.
• Any incidents that occur with either people or pets that is out of the normal realm of adoption or care must be reported to the PetSmart Store Leader immediately, and incident reports will be completed by the Store Leader for every incident.
• For Adoption Partners with cats housed in the 7 Day Cat Centers, a representative of the organization must visit the Adoption Center to provide care, clean, conduct adoptions, and perform other tasks at least three times a week and as otherwise requested  by PetSmart or PetSmart Charities.
• Only one adult cat per cage unless specifically designed for multi-cat housing.
• Under no circumstances should spaying or neutering take place at a PetSmart store or parking lot.
• Microchipping is recommended but not a requirement for the In-Store Adoption Program. Under no circumstances should a microchipping procedure take place in a PetSmart store or parking lot.

SAFE ADOPTION AREA EXPECTATIONS

Adoption areas can get very busy! Multiple people seeking pets may be visiting simultaneously. The best safety precaution is awareness. Pay attention to potential hazards in the adoption area. Be aware of unsupervised children and anyone interacting with pets. Keep in mind that Adoption Partner personnel are always responsible for the pets in their care, including when allowing pets to greet potential pet parents, and during interactions with pet parents and owned pets.
Adoption Partners must also comply with the following adoption area expectations:

• Pets must be restrained. This means all pets must be leashed by an adequate collar, slip lead, harness, or combination of these to provide secure restraint and control.
• Personnel who manage leashed pets must be capable of managing pets responsibly at all times.
• When a PetSmart Associate or Adoption Partner is in control of a leashed pet, they should always have two-points of control, meaning both hands on the leash.
• Any pet being transported must be safeguarded from escaping. Therefore, the use of a pet carrier or a harness/collar and leash on the pet while moving within the PetSmart store, including the Adoption Center, is required.
• All cats must be within a carrier when being transported.
• Adoption area enclosures must be clean, organized, free of clutter, appropriately secured per general safety standards, and in good repair.
• Equipment and items must be stored securely. Take care in removing or replacing items in designated storage areas to prevent items from falling.
• All personnel should be made familiar with safe lifting practices for picking up or carrying items or pets.
• Stainless steel food and water bowls must be used in all cages and crates unless otherwise dictated by specific pets’ needs at Adoption Partner’s request.
• Waste must be picked up as needed and properly disposed of. Where available, pet clean-up stations may be used for disposal.
• Multiple adopter/pet interactions should be permitted only as deemed safe by your organization’s standards.
• Young children must not have close access to adoptable pets without a parent or guardian present. A one-to-two foot gap must always exist between young children and pets until a parent or guardian is present. Notify the parent or guardian if a child is too close, and stand between the child and the pets if the child does not move away.
• Adoption Partners must provide assistance in cleaning the adoption area. This may include, but is not limited to, sweeping, mopping, and sanitizing the area with approved cleaners at the end of the day and as needed; washing and sanitizing bowls; and breaking down crates.
• Adoption Partners must adhere to any applicable state, provincial or local laws and regulations.
• Work with the PetSmart Store Leader to be familiar where Emergency Dog Fighting Kits are located.

P. A. W. S.
When a PetSmart Associate or Adoption Partner is in control of a leashed pet, they should always have two-points of control (both hands) on the leash and use P.A.W.S. when transporting pets in the store.

• Position yourself to avoid pet escalation or unsafe interaction between the pet or yourself
• Awareness of what/who is coming in
• Watch the pet’s reaction while being transported through the store
• Stay in control of the pet

HEALTH AND WELLNESS EXPECTATIONS
To ensure the health and safety of all pets, a member of store leadership will visually assess pet health and wellness at three intervals throughout the day.

OBSERVATIONS WILL INCLUDE, BUT ARE NOT LIMITED TO:

• General conditions of the pets and area
• Safety concerns, which will be identified for immediate correction
• General pet appearance, with all pets appearing healthy and not displaying signs of aggression or excessive stress
• Pet access to food and clean water
• Cleanliness of cages in the 7 Day Cat Center
• Presence of properly completed cage cards
• Pets properly leashed or attended when on leash
• Cleanliness of pets (pets not soiled)
• Ambient air temperature (64°–80°F/17.8°–27°C )

When conducting adoptions outside of the store, temperatures must range between 60° and 90°F (15°32.2°C) in the area in which adoptions are taking place to be considered safe. If temperatures are not within this range, adoptions cannot take place outside unless the above circumstances can be met.
ADOPTION PARTNER MUST PROVIDE
THE FOLLOWING TO ALL PETS AT OUTDOOR EVENTS:

• Adequate shade, such as a tent, canopy, building overhang, trees, etc.
• Clean drinking water at all times
• Pets must not be contained in a crate that does not have adequate ventilation, such as a box PetSmart Store Leaders’ concerns will be documented and addressed as appropriate. Adoption Partners must adhere to all policies and procedures as listed in this manual. Should an Adoption Partner fail to respond in a timely and appropriate manner to rectify a concern identified during an observation, the PetSmart Store Leader will document the issue and schedule a meeting to correct the situation.

VACCINATION REQUIREMENTS
PetSmart and PetSmart Charities are concerned with the wellbeing of animals offered for adoption through the In-Store Adoption Program. Adoption Partners must behaviorally assess all pets and evaluate all pets for health concerns before coming into the PetSmart store or premises.
Vaccinations are a key element of pet health, and all pets offered for adoption through the In-Store Adoption Program must have up-to-date Vaccination Records. Pets must be vaccinated and monitored for a minimum of 48 hours following vaccinations prior to coming into the PetSmart store. Records of vaccines and medical treatment a pet receives must be kept with the pet. These records will be given to the new pet parent upon adoption.
PetSmart and PetSmart Charities require that pets be vaccinated before coming to a PetSmart store or event as follows:

RABIES
A Rabies Certificate or Vaccination Record showing a current rabies vaccine for every age appropriate pet available for adoption, unless not required by law, is required. Additional records can be included in the pet’s file if they are available.
All age appropriate animals must be vaccinated for rabies, except in the state of Hawaii. The vaccine must be administered by a veterinarian or veterinarian’s representative and must be given in accordance with state or provincial law or, if not required by the state/province, in accordance with the schedule below:

• Puppies at 16 weeks of age
• Dogs every year or every three years as directed by veterinarian
• Kittens at 15-16 weeks of age
• Cats every year or every three years as directed by veterinarian

PUPPIES/DOGS
All dogs and puppies must have at least the first series of vaccinations and be monitored for a minimum of 48 hours following vaccinations prior to coming into the store. Required vaccinations include:

• Distemper-Parvo (commonly known as DPP, DAPP or DHLPP)
• Puppies at 6 to 8 weeks of age, again at 12 weeks and 16 weeks of age. No puppies under 8 weeks of age should be available for adoption
• Dogs every year or every three years as directed by veterinarian
• DHLPP is required for the state of Maine
• Bordetella – Dogs every year

KITTENS/CATS
All cats and kittens must have at least the first series of vaccinations and be monitored for a minimum of 48 hours following vaccinations prior to coming into the store. Required vaccinations include:

• Rhinotracheitis, Calicivirus, Panleukopenia (FVRCP or FVRCCP)
• Kittens at 6 to 8 weeks of age, again at 12 weeks and 15 weeks of age. No kittens under 8 weeks of age should be available for adoption.
• Cats yearly or every three years as directed by veterinarian

To maintain the health of pets in the 7 Day Cat Center, vaccinations may be administered by an Adoption Partner only when the store is closed to the public and only where state/provincial and local laws allow. All materials used for vaccinating, including syringes, must be removed immediately following vaccination and disposed of properly and in accordance with applicable law; in no event can such materials be discarded on PetSmart property.

OTHER PET HEALTH ISSUES
Pets that are ill or have health issues should not be offered for adoption at a PetSmart store until they are well.

FELINE LEUKEMIA
Feline Leukemia-positive, FIP, and FIV-positive cats are considered “special needs” and may not physically be in a PetSmart store for adoption. However, they may be displayed in a photo book.
We do not require testing or vaccination for Feline Leukemia, but we strongly recommend that testing be done prior to or at the time of adoption to avoid potential infection of other cats after adoption.

DEWORMING
It is highly recommended that all pets be tested for intestinal parasites via fecal examination by veterinarian prior to coming into the store. If needed, pets should be dewormed prior to coming to a PetSmart store.
For cats and kittens being housed in the 7 Day Cat Center, deworming medication may be administered on site outside of business hours. Prescription deworming medication may not be kept in the 7 Day Cat Center unless it has been prescribed for a specific cat in the center. Over-the-counter products may be kept in the center.
SURGERY
Pets must be recovered from surgery, including sealed surgery sites and associated medication, and must be a minimum of 24 hours post-surgery before being brought into a PetSmart store for adoption. Adoption Partners are responsible for evaluating each pet and determining adoption readiness. Adoption Partners must provide post-adoption surgery care instructions to pet parents. Pets brought into a PetSmart store or housed in a 7 Day Cat Center for adoption should not be sedated.

ANIMALS TRANSPORTED FROM OUT OF STATE OR PROVINCE

As pet transport becomes a more readily used tool to combat pet overpopulation, we recognize that your agency might send, receive, or adopt these pets across state/provincial or country lines. In order to provide for the safety, health, and wellbeing of both pets and humans, we require the following:

• All pets must meet the state or province mandated guidelines for transport from the originating state/ province as well as the destination state/province.
• The organization that is doing the adoption must have legal ownership of the pet that is being made available.
• Groups performing transport must follow the guidelines set forth by the Association of Shelter Veterinarians in the Guidelines for Standards of Care in Animal Shelters, which can be found at www.sheltervet.org or the Association of Animal Welfare Advancement Best Practice Transport Guidelines, which can be found here: https://theaawa.org/general/custom.asp?page=Bestpractice

REPORTING PET INCIDENTS
All pet incidents must be reported to the Store Leader within 24 hours of occurrence. Pet incidents may include, but are not limited to:

• Any adoptable pet needing medical assistance, whether pre- or post-adoption.
• Any pet biting or scratching a person or other pet.
• Pet separation from the 7 Day Cat Center due to abandonment, death, theft, or escape.
• Dog fights, including those involving owned as well as adoptable dogs.

PETS REQUIRING VETERINARY CARE
All pets that are injured or become ill while participating in the In-Store Adoption Program must be taken to a veterinarian for diagnosis and treatment. If for any reason the pet cannot be taken to the Adoption Partner’s facility, the pet must be transported to another veterinarian or emergency clinic or Banfield, the Pet Hospital, in the PetSmart store. Immediate care must be provided to any adoptable pet regardless of the severity or cause of the illness or injury. Store Associates are directed to seek medical care for any pet showing medical distress and all costs incurred are the responsibility of the Adoption Partner. Under no circumstance may cost or inconvenience be a reason to avoid seeking veterinary care.

PET INCIDENTS WITH PEOPLE
Occasionally, a pet may scratch or bite a person. Regardless of the severity of the injury, any such incident requires immediate attention from the Adoption Partner. Knowing what to do in advance may prevent escalation and ensure that the injured party receives appropriate attention.
For serious wounds and bites to fragile areas of the body, such as the face, call 911 immediately and alert the Store Leader. Even if the bite does not appear serious, insist the pet parent receive medical attention, as some bites can become badly infected. If it is unclear whether the skin was broken by claws or by teeth, treat the situation as a bite.
Once the injured party is being cared for medically, immediately isolate and remove the involved pet to a veterinarian, if necessary, or to your facility.
Report any bites to your local animal control organization for further direction. Include the name and phone number(s) of your organization’s contact person.
Depending on state or provincial requirements, pets that have bitten a person should be quarantined for 10 to 14 days. During this time, monitor the pet for rabies. In these instances, all questions about the pet should be directed to your local animal control authority.
Pets that have bitten or scratched a person may not be brought to any PetSmart store for adoption.

PET SEPARATION
A separation is defined as a pet death, an escaped pet, a theft of a pet, or a pet abandonment at a store. If a pet dies before or after adoption, the Adoption Partner must follow protocols to minimize the impact on pet parents, PetSmart Associates, and Adoption Partner personnel.

PET DEATH
A necropsy must be performed any time there is an unexplained death, because other pets could be at potential risk for disease. Necropsy may be unneeded if a pet had been diagnosed with a pre-existing condition or if the death is from identifiable trauma. The cost of the necropsy is the responsibility of the Adoption Partner.
Neither PetSmart nor PetSmart Charities assume any responsibility for the death of an Adoption Partner pet. Expectations with regard to the handling of a pet death are outlined in more detail below.
ESCAPED PET
Facilitating adoptions in designated adoption areas takes focused supervision. Should an escape occur, follow the necessary steps to resolve the issue.
If the escaped pet is still inside the store, alert the PetSmart Store Leader immediately so PetSmart Associates can be posted at doors and automatic doors can be turned off until the pet is recovered. An announcement over the PA system or the use of a two-way radio, if available, may be required to get all doors covered immediately.
If the pet has left the store, more extensive measures are required. The Adoption Partner must assign search party leaders and establish a command post to manage communication. Search party leaders must:

• Create a list of individuals to participate in an exterior search party and provide the list to the command post
• Call the command post every 30 minutes, even if no contact with the pet has been made; and
• Report areas the search party has covered and receive input from other search parties

If the search continues beyond the first few hours, contact should be made regularly throughout the search with entities listed below. These organizations or people affiliated with them may have contact with the pet at some point.

• Local animal control or humane organizations in the area
• All PetSmart store Associates
• Personnel in adjacent businesses; local food delivery contacts

If the pet is not recovered within 24 hours, it is recommended that the Adoption Partners create posters and flyers with the pet’s picture to be printed and displayed. The Adoption Partner will determine whether posters, flyers, and ads should be made; materials can be posted at the PetSmart store upon approval from the PetSmart Store Leader.
The Adoption Partner must make plans for emergency care for the pet upon recovery. Once the pet is recovered, the Adoption Partner will ensure any veterinary requirements are met. To prevent undue stress and transmission of communicable diseases, and regardless of health status, the pet must not be placed for adoption in PetSmart for at least 72 hours after recovery.

PET ABANDONMENT
Abandoned pets, which are pets left at a PetSmart store location, are to be placed in the custody of local organizations with animal control contracts. A pet is considered abandoned if no organization or customer claims responsibility for the pet after reasonable effort is made by store leadership to reunite a potentially lost pet of an adoption partner or customer on-site. Pets left abandoned can be incubating serious diseases. These pets may not be housed in the Adoption Center, Salon, or PetsHotel. They must be isolated and transported to the contracted animal control organization immediately. An abandoned pet may not be removed from the store or placed for adoption until it has been relinquished in accordance with these procedures. Pet parents, PetSmart Associates, or Adoption Partner personnel may not adopt an abandoned pet on the spot.
Adoption Partner personnel may assist to ensure a pet is isolated while waiting for contracted animal control organizations to retrieve the pet. Any applicable state, provincial or local laws or regulations that apply supersede this guideline.

PET ILLNESS EXPECTATIONS
When an adoptable pet becomes ill or is injured, it is critical that immediate attention be provided. For the health of the pets in their care, PetSmart Associates and Adoption Partner personnel must always act in the best interest of the pets and communicate empathy to concerned pet parents. For everyone’s benefit, it is advantageous to resolve all pet-related issues in a timely manner.

PET ILLNESS POST-ADOPTION
If a pet becomes ill after adoption, the Adoption Partner will act to address pet parents’ concerns and ensure the wellbeing of the pet. Adoption Partner personnel will field complaints, listen to pet parents’ concerns, express concern for the sick pet, and apologize for any resulting inconvenience and disappointment the pet parent(s) experiences. The Adoption Partner will prepare documentation of the situation, including:

• A summary of the conversation with the pet parent
• A copy of the PetSmart Adoption Release Form that accompanied the adoption
• Witness statements, if applicable
• A copy of the Adoption Partner’s vaccination record for the pet

The Store Leader may follow up with the Adoption Partner to ensure the situation is appropriately closed; the Store Leader may also complete a Pet Incident Form. PetSmart Charities may also contact the Adoption Partner for follow-up.
If a pet parent contacts PetSmart Charities or PetSmart regarding an ill pet, PetSmart and PetSmart Charities will instruct the pet parent to contact the Adoption Partner.

PET DEATH EXPECTATIONS
While rare, it is possible that an adoptable pet could die. Regardless of the cause, should this unfortunate situation occur, it is paramount to take appropriate action to isolate the pet and address concerns for the other pets.
If a pet dies in the store while Adoption Partner personnel are present, personnel must remove the body from the store in a discreet manner by wrapping it in a cloth and placing it in a cardboard box. The Adoption Partner must then notify the Store Leader as soon as the body is secured. The Store Leader must complete a Pet Incident Form.
If a pet dies in the store when Adoption Partner personnel are not present, the Store Leader will remove the body from the Adoption Center in a discreet manner by wrapping it in a cloth and placing it in a cardboard box.
The Store Leader will then contact the Adoption Partner and ask personnel to claim the body within 4-6 hours. As applicable, the Store Leader may transport the pet to a Banfield Pet Hospital or a designated and approved location for necropsy. The Store Leader must complete a Pet Incident Form when this occurs.

PET DEATH POST-ADOPTION
If a pet dies after adoption, the Store Leader and Adoption Partner will work together to resolve the situation appropriately and apologize for any resulting inconvenience and disappointment the pet parent(s) experiences. If store leadership is alerted first, the Store Leader will notify the Adoption Partner. The Adoption Partner will arrange for an organization contact to meet with the pet parent and store leadership. The Adoption Partner must ensure that follow-up and communications are managed appropriately and the situation is resolved in a timely manner. PetSmart and PetSmart Charities maintain no liability or warranty as to the health of the adopted pet and require that the Adoption Partner solve any issues directly with the pet parent.
If the cause of death is known, the Adoption Partner must follow the Infectious Disease Disinfection Guides for specific illnesses. If the death occurs within two weeks of adoption and the cause of death is not known, a necropsy must be performed, at the sole cost and expense of the Adoption Partner.
PetSmart Charities and/or store leadership may request a copy of the Adoption Release Form and supplemental paperwork that accompanied the adoption. The Store Leader must complete a Pet Incident Form.

ADOPTION CENTER MAINTENANCE AFTER ILLNESS OR DEATH
When an adoptable pet becomes ill or dies of a contagious disease, notify the Store Leader immediately.
Additional measures must be taken to protect the other pets in the store. These protocols are required for the conditions listed below, but they may be used any time an infectious condition is suspected:

• Canine Parvo Virus
• Infectious Tracheobronchitis (kennel cough, canine cough)
• Feline Panleukopenia
• Ringworm

To prevent further disease transmission, the Adoption Partner must remove all pets from the adoption area for at least 48 hours after possible contamination from contagious disease occurs. During this period, the adoption area, including floors, walls, cages, and all surfaces, must be completely cleaned and disinfected by Adoption Partner personnel.
Identify all areas that the pet may have frequented while in the store, for instance, specific kennels or play areas, and all accessories that were used with the pet, including bowls, towels, toys, and leashes. All items that were in contact with the pet must be sanitized. Contact the Store Leader for sanitation details.

ADOPTION CENTER STANDARDS

The cleanliness and condition of assigned adoption areas, the In-Store Adoption Center, and all equipment is critical to the health and safety of the pets. Under no circumstances may expectations, guidelines, or protocols be augmented or altered by Adoption Partner personnel. Direct all concerns related to any procedures or standards outlined in this manual or any policy violation observations to the Store Leader immediately.
In most stores, the Adoption Center focuses on cats as part of the 7 Day Cat Program. Cats participating in this program are permitted to remain in the store 24/7. Most PetSmart stores do not currently have the facilities or permits to support a 24/7 In-Store Adoption Program for dogs.
Regardless of the 7 Day Cat Center configuration and type of pets available for adoption, all Adoption Partners must adhere to all standards listed in this section:

• Adoption Partner will be responsible for any damage to the Adoption Center, other designed areas in the InStore Adoption Program, or related equipment caused by the Adoption Partner, its staff, volunteers, or any other person or animal acting on or  under such partner’s direction or control.
•  Adoption Partner will maintain the Adoption Center and other designated areas in the In-Store Adoption Program in a clean, sanitary, and orderly fashion, and take preventative action to discourage the spread of communicable diseases among animals.
•  Partner is responsible for ensuring that the area is clean, fully sanitized, and disinfected prior to departure.

ADOPTION CENTER GENERAL AND SAFETY STANDARDS
Adoption Partners participating in the 7-Day Cat Adoption Program are expected to care for each pet until adopted, regardless of whether that pet is staying one day or the maximum three week in-store duration.
To maximize exposure of adoptable pets, the Adoption Center cages must be kept “full” at all times. “Full” means that available cages must be optimally utilized. Typical Adoption Center configurations for cats allow one adult cat per regular cage and two related cats in large cages. Sibling kittens may be placed together several to a cage, but the Store Leader may limit the number of pets displayed in a single cage.

• A representative of the Adoption Partner must come into the store to check on the wellbeing of the pets at least three times every week.
• Pets not adopted within three weeks must be rotated out of the store to the Adoption Partner’s shelter or foster facility for at least one week.
• Daily maintenance can be completed by PetSmart store staff, Adoption Partner personnel, or a combination of both. The Store Leader and the Adoption Partner will determine who will complete daily care during the Adoption Center orientation. However, a representative of the organization must visit the Adoption Center at least three times a week to clean, conduct adoptions, check pets for signs of stress or disease, and carry out other functions.
• Pets needing additional exercise are permitted to play in the inner Adoption Center rooms when the area is supervised by Adoption Partner personnel.

ADOPTION CENTER

Appearance & Maintenance Standards
The 7 Day Cat Center appearance standards are designed to ensure the health and safety of pets and personnel and present a clean, inviting atmosphere to prospective pet parents.

ALL OF THESE ITEMS SHOULD BE CHECKED AT LEAST DAILY:

1. All cages housing pets must have approved cage cards

2. Daily cleaning schedule must be posted

3. Litter boxes must be clean

4. Supply cabinets must be organized and stocked with approved supplies

5. All cleaning equipment must be sanitized and in good working condition

6. Pet transport carriers must be stored in designated area

7. Wall-mounted disinfectant hand cleaner must be stocked and working

8. Wall-mounted soap dispenser (if applicable) must be stocked and working

9. 7 Day Cat Center must be secured with at least one of the following methods:
   a. Adoption Center outer door locked
   b. Adoption Center inner door locked
   c. Adoption Center cages containing pets locked
   d. Adoption cages located outside of the Adoption Center and provide for locking ability should be locked (also applicable for stores without Adoption Centers)

10. Adoptable pets’ information and medical records, which may include current proof of rabies vaccination or a Rabies Certificate, vet care information, adoption contracts/paperwork, must be housed in the Adoption Center Binder

11. The Adoption Partner’s current Adoptable Pet Log must be completed and accurate and inserted in the Adoption Center Binder, if applicable. (If required by state law, such as in Connecticut, Massachusetts, Michigan, New Jersey and Pennsylvania)

12. The key to maintaining appearance standards is to carefully follow all step-by-step opening and closing cleaning instructions as described in the Cleaning Guidelines. For safety, check the following items on a regular basis. Should any facilities not be in good working order or for any repairs or replacements needed, notify the Store Leader for resolution.

13. Circulation system in good working order.

14. Cages in good repair, including without limitation:
    a. Cage/door locks in good working order
    b. Hardware/door closures working properly and screws, bolts, and nuts present and tight

15. Signage legible and in good repair.

16. Adoptable Pet Log completed and accurate (If required by state law, such as in Connecticut, Massachusetts, Michigan, New Jersey and Pennsylvania)

17. Properly diluted Virex solutions in spray bottles.

PROCEDURE: WEEKLY CAGE CLEANING

1. Wash and dry hands. Put on disposable gloves. If you leave the cat area, remove and dispose of gloves; replace with new gloves when you return.
2. Ensure cleaning supplies are prepared.
3. Move cat or cats in first cage to a clean cage or carrier, or allow to exercise in the secured Adoption Center.
4. Remove bedding from the cage. If bedding is soiled, set aside for laundering. Using a paper towel, scrape any feces on the bedding into trash prior to removing for laundering. All bedding must be laundered between pets, at least once weekly when the same pet is using it, or when soiled.
5. Remove all other items from the cage. Soak them in properly diluted Virex II 256 for 10 minutes. Scrub, thoroughly rinse, and dry all items.
6. Clean litter pan, following Weekly Litter Pan Cleaning procedure.
7. Spray all cage surfaces (floor, top, sides, and front bars) with properly diluted Virex II 256. Let stand for at least 30 seconds.
8. Use a clean towel or new paper towel to wipe all cage surfaces. Do not use the same towel or paper towel to clean another cage.
9. Use another clean, wet paper towel to wipe down all cage surfaces. Allow cage to air dry.
10. Put clean litter box, bowls, bedding, and other cleaned items, such as toys, back in cage.
11. Provide fresh water and food as needed.
12. Place cats in clean, prepared cage. Repeat steps with remaining cages.
13. Remove and discard disposable gloves; sanitize hands with disinfectant.
14. Remove trash and combine with other trash ready for removal.
15. Replace two trashcan liners in the cat area trashcan.
16. Wash and dry hands. Initial Cleaning Checklist indicating task has been completed.

THANK YOU any questions?
For questions regarding information provided in this manual, please use the appropriate email address listed below.

GENERAL INFORMATION
info@petsmartcharities.org
ADOPTIONS
adopt@petsmartcharities.org
GRANT OPPORTUNITIES
grants@petsmartcharities.org

ADOPTION PARTNER MANUAL
US/CANADA I 2022-23

| Policy Owner: Store Operations| Effective Date: 06/2018
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Policy Approver: VP, Store Operations| Revised Date: 08/2020
Policy Title: Store and Field Dress Code Policy and Procedure| Department: Store Operations and Services

1. Purpose
   To establish an enterprise-wide policy, consistent with PetSmart’s values, that outlines the appropriate dress code for store and field associates and leaders.

2. Scope
   This policy and procedure applies to all PetSmart store and store field associates and leaders in the US, Canada, and Puerto Rico.

3. Policy
   Associates should use good taste and common sense with regard to dress, and that a professional appearance is presented in a manner that is consistent with the responsibilities for each area. If an associate’s appearance or dress does not meet Company standards, they may be asked to return home and change into appropriate attire and may be subject to discipline, as appropriate.

Where uniform modifications or accommodations are required due to medical conditions, religious beliefs and/or other traditions, a written request must be submitted to the associate’s direct supervisor. The request will then be reviewed by HR. Only upon receiving approval will the uniform modification be acceptable.

Dress Code Standards for All Store Associates & Leaders

• Shirts and Jackets

  • Leaders and associates must wear a PetSmart-issued shirt.
    ● Shirts must be clean, in good condition, and free of excessive wrinkles.
    ●Shirts may be worn un-tucked or tucked in.
    ● Expectant mothers are permitted to wear an un-tucked blue shirt that closely resembles the PetSmart issued shirt but does not have the PetSmart logo.

  • Leaders and associates may wear a solid color red, white, blue or black longsleeved turtleneck, mock turtleneck, or t-shirt under their PetSmart issued shirts.
    ● Undershirts may not have writing or other print on the sleeves.

  • Leaders and associates may also wear a jacket that meets the following criteria:
    ● Must be fleece (sweatshirts are not acceptable).
    ● Must be black, royal blue or navy in color.
    ● May be full or half-zip (pull over style).
    ● May not be hooded.
    ● May not have writing or other print but may have a small brand logo that must be the same color as the jacket.
    ● Or, any jacket provided by PetSmart as part of an event (for example, Circle of Excellence, AFLM, etc.).

• Name Badge and Pins

  • Leaders and associates must wear a PetSmart issued name badge attached to their shirt or smock near the right shoulder.
    When wearing an approved jacket, the name badge must be worn on the outside of the jacket.
    A name badge must not be worn while an associate is conducting individual or group play in a PetsHotel or Doggie Day Camp location, or when a salon associate has their name embroidered on their smock.

  • Any pins or buttons, including PetSmart issued pins or buttons, must be worn on the collar lapel or as instructed:
    A maximum of 3 pins may be worn on each lapel.
    A pin must not be worn while an associate is conducting individual or group play in a PetsHotel or Doggie Day Camp location.

  • Associates must wear their name badge, along with any company mandated add- ons (advertisements, promotions, etc.) prior to punching in and remain on at all times until after the associate has punched out.

• Bottoms

  • Leaders and associates have the choice to wear pants, jeans, shorts, or skirts.
    Pants must be cotton twill and tan or black in color . Pants can include capri length and ‘cargo’ style (without loops or straps).
    Jeans must be denim and blue or black in color.

  • Shorts and skirts must be cotton twill or denim material and tan, black, or denim blue in color.

•  Pants/jeans/shorts/skirts must be worn in a professional manner:
  Not too tight
  Not too baggy
  Be clean and in
  good condition
  Free of excessive wrinkles| No holes or fraying
  No stains or discoloration
  Not faded
  Skirts must be at least knee length
  Shorts must have 7” or longer inseam
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o The following bottoms are not permitted:

Shorts or pants with loops or dangling straps
Corduroy pants| Jogger pants (with elastic, sweatpantsmaterial)
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• Accessories and Shoes
  • Must wear any color closed-toe, leather or athletic style shoes.
  • Shoes must be clean and in good condition.
  • The following shoes are not safe and not appropriate for any department: clogs, platforms, sandals, moccasins, backless, high-heeled, or open-toed (other “barefoot” style athletic shoes).
  • A solid-colored black or brown belt is required for pants with belt loops only when the shirt is worn tucked in.
  • No ball-caps or hats are permitted.
  • A minimum amount of jewelry is appropriate. Jewelry must not interfere with work performance or present a safety hazard.
  • Back safety belts are optional.
• Other
  • While PetSmart respects the personal opinions and beliefs held by associates, the PetSmart uniform is not an appropriate place to promote or display personal or religious beliefs, social or political messages. Violent, obscene, vulgar, profane, harassing or discriminatory messages or imagery, sexual imagery or innuendo, or messages that would violate our policies, including our Dignity in the Workplace policy, are not acceptable and are not permitted.
  • Personal hygiene habits must be maintained.
  • Associates must have clean hands and fingernails.
  • Facial hair must be neat and trimmed.
  • Visible tattoos are permitted provided they are appropriate. Associates with tattoos deemed to be inappropriate or that otherwise violate this policy or any other policy must cover their tattoos.
  • No gum chewing is permitted.
  • This policy applies to all items that are currently part of the PetSmart uniform, as well as any additional clothing items or accessories that PetSmart may require associates to wear.
  • Mobile devices may be worn in accordance with the Electronic Devices Procedure.

Additional Standards for Salon Associates & Leaders

• In addition to the above, Salon associates and leaders are required to follow the below standards:

  • A clean, PetSmart-issued grooming smock, in good condition, must be worn.

  • Salon associates may wear any color short sleeve, or a red, white, blue or black long-sleeved turtleneck, mock turtleneck or T-shirt underneath the smock, which may not have writing or other print on the sleeves. Any style shirt worn under the smock must present a professional image.

  • Salon associates bottoms must be black.
    ● Associates are encouraged to wear waterproof pants for comfort, and
    ● They should not be sheer or see-through when standing or bending.

  • Salon associates must wear waterproof shoes or boots with a rubber sole, of any color, that cover the whole foot.

Additional Standards for Pet Trainers

• In addition to the above, Pet Trainers (and Area Trainers) are required to follow the below standards:
  • Pet Trainers must wear the PetSmart-issued Pet Trainer shirt.

Additional Standards for PetsHotel Associates & Leaders

• In addition to the above, PetsHotel associates and leaders are required to follow the below standards:
  • PetsHotel associates and leaders must wear any color leather or athletic style shoes with slip-resistant rubber soles which cover the whole foot.
• While in the playroom, associates must wear a dog safety belt with the following items included:
  • Air horn
  • Citronella spray
  • Slip on lead
  • Water bottle (must be on associate, not in belt)

Dress Code Standards for All Field Leaders

• Field leaders must follow the Store dress code, with the following options:
  • Any button-down shirt, polo shirt, or sweater available from PetSmart Lands’ End, Company eStore, or other retailer (provided it is similar in color and style to those available from Lands’ End or Company eStore.); or a PetSmart Store Leader shirt.
  • Shirts/sweaters must have a PetSmart logo on the left chest (Standard PetSmart or Bounce only).
  • Pressed black, khaki (light tan), grey, olive, brown or navy blue pants/slacks, or denim jeans (blue or black).

Dress Code Standards for All Home Office Visitors in Store

• Phoenix Home Office and Canadian Home Office associates and leaders who visit our stores must follow Field Dress Code rules.

Leader/Associate Shirt Ordering

• All leaders and associates will receive at least their first two shirts free of charge. This includes smocks and Pet Trainer shirts.
• PetSmart apparel is only provided or sold to PetSmart associates, including field leaders and home office associates.
• Additional shirts may be purchased by associates using the below process:

to your core supply account.
2| All additional shirts purchased by a leader or associate must be paid for by performing a Paid In to account #6450 at the current cost.
3| Verify that the leader or associate shirts that are charged to your DC manifest match theshirts physically received. Use the Shortage/Damage Claim form to report any discrepancies.

Additional Standards Regarding Safety Shoes – (Canada stores only)

• Pet Product associates and all members of the leadership team are required to purchase and wear safety footwear. Safety footwear is a required Personal Protective Equipment (PPE) and must be worn when operating a forklift, being a spotter, using a pallet jack, operating overhead doors and dock plates.
• Pet Product associates and all members of the leadership team can purchase their own safety footwear and PetSmart will reimburse them a $60 one-time credit. The associate must have safety shoes prior to commencing their new position and be employed a minimum of 90 days to receive the credit. A manual expense form must be filled out by the associate and approved by their Store Leader. All existing associates must purchase a pair of safety footwear within 90 days of this policy being issued.
• Field associates and/or Canadian Office staff are required to wear safety footwear if work is being performed in areas that are described above.

4. Additional Resources:
Electronic Devices Procedure

PetSmart Charities
ADOPTION PARTNER MANUAL – US/CANADA I 2024-25

References

• More than a Pet Charity: Connecting People & Pets | PetSmart Charities
• PETSMARTCHARITIES.SMARTSIMPLE.COM
• Home - Association of Shelter Veterinarians
• Adoption Partner Look Up | PetSmart Charities

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