FAQs
How can we help you?
Below is a list of commonly asked questions.
If you cannot find the answer to your question or would like further information please contact us by phone, email or please come and visit us.
1 Can you collect my pet from my home?
Yes, we provide a local service. Our Gold Leaf Service is a premium service which allows you to have your pet collected from your home (or veterinary practice) within 24 hours of your telephone call by a uniformed member of staff. Your beloved pet will be cremated individually as per your wishes and returned to you within three working days. Please click here for further information and availability
2 Can I bring my pet to the crematorium?
Yes. If your pet has passed away at home or you decide not to leave your pet in the care of your veterinarian you may wish to bring your pet to the crematorium yourself.
We simply ask you to contact us to make arrangements and we will give you a heartfelt welcome.
3 If my pet is ‘put to sleep’ at the vet’s, can I select where my pet is cremated?
The aftercare you want for your pet is a personal decision that only you and/or your family can make. We have arrangements with many veterinary practices and you can inform your vet how you want your pet to be cared for and by whom.
We are happy to collect your pet from your veterinary practice even if your vet does not have an arrangement with us.
Ask your vet to contact us on 01928 560211 on your behalf.
4 How and when should I pay for the cremation?
If you have made the final arrangements through your veterinary practice, in most cases, they will take payment for the services in advance. Some veterinary practices may ask you to contact us to confirm the final arrangements and to make payment directly.
If you are contacting us to make the final arrangements, there are a few ways you can pay in advance of your pet’s cremation.
By telephone
Payment can be made over the phone by debit/credit card (except for American Express or Electron) at the time of making the arrangements and prior to the collection or cremation of your pet.
At the crematorium
Payment can be made in cash or by debit/credit card (except for American Express or Electron).
At the time of collection from your home
Payment can be made in cash.
5 What should I do if my pet passes away at home?
It can be very distressing for you and your family if a beloved pet unexpectedly passes away at home. Not knowing how to look after your deceased pet can make this even more of an overwhelming experience.
If you choose us to carry out your pet’s cremation service, there are a few things you can do if we are unable to immediately support you:
One of the first things you can do is move your companion to a cooler room which can help slow down natural changes that occur when a pet passes away. These changes can be upsetting, but are completely normal and nothing to worry about.
We recommend gently placing your companion into a curled-up position on their bed, or on a towel and cover with a blanket as if sleeping. This may offer a sense of peace. At this time, you may wish to allow other family members and pets to say goodbye which can help with the grieving process.
When you are ready, if your pet passed away in the evening, contact us in the morning or Monday morning after a weekend to make arrangements for their cremation service.
However, if you feel unsure about keeping your companion at home before final arrangements are made, contact your vet who may be able to take care of your pet’s body while their collection is arranged.
If you would like your pet collected from your home or veterinary practice between 9am and 5pm, Monday to Friday, please call us directly to make arrangements. Please note: our opening hours may vary and is subject to Bank Holidays.
6 What do cremation professionals do?
Cremation professionals are both custodians and administrators. In their administrative duties, they make the arrangements for your pet’s cremation with you, completing and checking any necessary paperwork, liaising with your vet and implementing the choices you have made. As custodians, cremation professionals are there to listen, advise, guide and support. They have much experience assisting bereaved pet owners who are experiencing loss.
Our cremation professionals are animal lovers and many are, or have been, pet owners themselves. Most have years of experience or have undertaken qualifications such as The Blue Cross Pet Bereavement Support Service course.
