When someone asks, “Why can’t I adopt today?” or “Why is this dog still here?”, it can put animal shelter staff and volunteers in an awkward position. These aren’t bad questions. But without the right response, a well-meaning question can lead to frustration, anger, or even a lost opportunity to connect with a potential adopter.

Sometimes the tone is curious. Other times it’s a little sharper, like, “Well, I guess you’d rather they stay locked up?”

This article focuses on how to respond whether you’re speaking to someone in the lobby, answering a Facebook comment, or even training a new volunteer. We’ll suggest ways to help you help the public understand what’s going on behind the scenes, while encouraging them to stay engaged and adopt when the time is right.

“Why Can’t I Adopt Today?”

When someone asks this, they may be ready to fall in love and take a cat or dog home immediately. To them, the whole adoption thing seems pretty straightforward: If an animal is in a kennel and they’re willing to pay the fee, why not just hand over the leash?

But in most shelters, adoptions aren’t immediate for a number of reasons.

Common Reasons Adoptions Aren’t Immediate

• The animal (especially puppies and kittens) may be under a medical or behavioral hold, or still within a required stray hold period.
• Some shelters need to process applications or conduct home checks before approving certain adoptions.
• Staff availability or limited open hours can delay the process.
• The animal might already be part of a trial adoption or foster-to-adopt arrangement.

Some animals appear adoptable but may still need final vet clearance or behavioral review. Transparency builds understanding – and patience.

We totally get how frustrating that can be for a potential adopter. But we also want to be sure every match is a good one. Sending a dog or cat home too early can sometimes mean they come right back—and that’s hard on everyone.

Sample Responses for Staff and Volunteers to Why Adoptions Take Time

• “We’re just as excited as you are to find them a home. [Pet’s name] is almost ready, and we’d love to start the process today so you’re first in line.”
• “We want every adoption to be a great match, and that sometimes means a short wait to ensure everything’s ready for a successful transition.”
• “We’re happy to walk you through the steps and help you meet any pets currently available to go home today.”
• “I know it’s disappointing, especially if you had your heart set on one dog. Can I show you who is ready to go home today—or help get you pre-approved so you’re ready the moment they’re cleared?”

What to Avoid Saying

Try not to fall back on phrases like “That’s just policy” or “We’re short-staffed.” These answers can feel cold or bureaucratic. Instead, tie delays to care, safety, and preparation.

Avoid matching frustration with more frustration, even when someone says, “I drove all the way here. You should let me adopt today.” Yes, a phone call ahead of time would have avoided the problem, but don’t get into what could have happened. Stay grounded, and focus on what’s possible today.

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	Need a Friend?	Looking for a best friend who’s always happy to see you? Someone to share quiet moments, long walks, and unconditional love?They’re here at the shelte…   Oh, no! This content requires a higher membership level to view. Not a member? Join for Free Today or Upgrade Your Account to Pro.   …	Access
	Looking for a Couch Buddy?	Netflix is better with a buddy. This adoptable is the paw-fect snuggle partner—apply today and bring home your binge-watching bestie. #CouchBuddyWante…   Oh, no! This content requires a higher membership level to view. Not a member? Join for Free Today or Upgrade Your Account to Pro.   …	Access
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	Best Friends Come in All Breeds	Big or small. Shy or spunky. Purebred or perfectly mixed. Your new best friend might be just a tail wag away. Visit the shelter and meet the dogs (and…   Oh, no! This content requires a higher membership level to view. Not a member? Join for Free Today or Upgrade Your Account to Pro.   …	Access

“Why Is This Dog Still Here?”

This one can sting a little. The assumption is that if a dog hasn’t been adopted, something must be wrong, It might be with the dog, the shelter, or both. But many great dogs wait weeks or months before meeting the right match. And it’s nobody’s fault.

Why Some Dogs Stay Longer

• Medical needs that require special care or funding.
• Breed or size misconceptions.
• Behavioral needs that require a specific type of home.
• Simply overlooked—bad luck, poor visibility, or timing.

Long stays don’t always mean “problem animal.” Some of the best companions just need a little extra time or the right setting to shine.

Some dogs are just quirky. One might get overlooked because of their size, another because they bark too much in the kennel but are quiet as a mouse in a home.

Sample Responses for Staff and Volunteers

• “We ask ourselves that, too! [Dog’s name] is a wonderful pup and just hasn’t found the right person yet.”
• “She’s looking for a home that understands [insert need, e.g., ‘her shy side’ or ‘her high energy’], and we’re doing everything we can to help her find it.”
• “Want to help? Sharing her story on social media or with friends really makes a difference.”
• “It’s kind of like dating. Some animals just need a little longer to find their person.”

Try Reframing the Question

Shift the focus from “What’s wrong with this dog?” to “What does this dog need to succeed?” That slight change can open the door to compassion instead of criticism.

Other Tough Questions We Hear (and How to Handle Them)

“Why can’t I meet that dog right now?”

• The dog might be at a foster location, under vet care, or taking a break from kennel stress.
• Try: “That pup’s not available for in-shelter visits today, but we’d love to tell you more and maybe schedule a meet-and-greet.”

“Why do you need my landlord’s information?”

• Housing-related returns are a top reason animals come back.
• Try: “We’ve seen adoptions fall through because of housing issues, so we check up front to protect you and the pet from heartbreak.”

“I’ve had pets my whole life. Why do I need to fill out an application?”

• Experience matters, but each pet has different needs.
• Try: “Think of the application like a matchmaking tool. It helps us find the right fit.”

“Why won’t you adopt out pit bulls / seniors / FIV+ cats?”

• Policies vary, but clear reasoning helps.
• Try: “We do adopt them out! Some just need specific homes, and we work closely with adopters to make sure it’s a good match.”

“Why do you charge adoption fees if you want them gone?”

• Fees support the animals and help signal commitment.
• Try: “Every adoption fee helps cover medical care, food, and sheltering. Plus, research shows adoptions with fees are less likely to be returned.”

When the tone turns difficult:

• “Well I guess you’d rather they stay locked up.”
  “We want them in homes more than anyone. That’s why we’re so careful about finding the right one.”
• “I can give them a home. Isn’t that better than this?”
  “We know kennel life isn’t ideal, and we’re grateful you want to help. But a rushed match can do more harm than good. We want this to be their forever home.”

Tips for Handling Hard Questions Confidently

Do:

• Stay calm and kind. A smile and a thank-you can disarm tension and foul moods.
• Focus on what the animal needs, not what the shelter can’t do.
• Bridge to next steps: how they can help, apply, volunteer, or foster.

Don’t:

• Get defensive. Even poorly worded questions usually come from curiosity or concern.
• Share private details or guess at reasons unless you’re sure.
• Blame the public, management, or “the system.” Stay focused on the mission.

Remember, These Questions Are Opportunities!

With every hard question there’s also a chance to build a relationship. The people who ask often want to be part of the solution.

Even when someone’s tone is off or their assumptions sting a little, we can lead with kindness. And maybe next time they walk in, they’ll be the perfect match for the dog or cat that’s still waiting.