The following is in response to the feedback we received since our February 1, 2019 product launch:
You all have greatly contributed to an important on-going conversation around the working and service dog community – one that we too have been navigating for the 20+ years we’ve been working with and learning from working dogs.
Our communications around our Feb. 1 product launch have created frustration, confusion, and hurt for many people – we are deeply sorry. We want the entire working and service dog community to know that we value each and every dog and handler.
We’d like to add a little clarity to the confusion.
Nothing has changed for working and service dog handlers currently enrolled in our Pro Purchase Program and receiving a service dog discount. All the same products as before are still available. For those interested in our Pro Purchase Program, you can contact us at firstname.lastname@example.org.
On Feb. 1, we shared a story about a few new products that we designed specifically to meet the needs of the working and service dog community. Several of these custom-made products are not available to individuals and have limited distribution.
We recognize there is a large number of owner-trained service dogs that perform specific tasks and improve quality of life – we hear you and know that you’ve put extensive time and resources into your service dog. We in no way intend to diminish your legitimacy by limiting the distribution of our new working and service dogs products.
We’ve learned from our work with service dog handlers that the fake service dog issue is a real problem. There is no perfect solution, and just like the wider working and service dog community, we are learning as we go. By limiting our customized working and service dog products to be distributed directly to ADI and IGDF schools and organizations, we aim to minimize harm or hindrance to the working and service dog community. Making these products available to individuals could create opportunity for these products to be exploited, risking the reputation and access of all working and service dogs.
While these products have limited availability, we believe sharing this story with a wider audience elevates the visibility of working and service dogs in our community.
As a company dedicated to making great products for dogs and their humans, we want to embrace our responsibility to the working and service dog community. Sometimes stated as “doing well by doing good,” to us this means conducting our business in a way that maximizes the good we can do in the world while being mindful of the impact we have on the greater community and to do right by it.
We are committed to a continuing process of reviewing and improving our products and practices to increase the positive impacts while reducing unnecessary harm.
If you have more questions or feel like you still have not been heard, please contact us at email@example.com.
Founder and Director of R&D