IMPORTANT MESSAGE

 

As we all continue to navigate through the unprecedented challenges posed by Coronavirus (COVID-19), we want to let you know that we are committed to supporting you and taking the health and wellbeing of all who we interact with seriously.

  • We are continuing to return ashes to private residences during this period. To support the directive of social distancing, we won't be making face-to-face contact at this time. On arrival, you will receive a call from our team member returning your pet's ashes. They will take your pet's ashes to your front doorstep, place them down and then step back from the door. If there is no answer or response at the door, we will take the ashes back with us, as we do not advocate leaving ashes unreceived. If we are not able to deliver the ashes at that time, we will contact you again to organise a more suitable time to have your pet returned home to you. All drivers have appropriate PPE (personal protective equipment) and understand infection control best practice. This is part of our standard operating procedures; however, all staff have been provided with an update on procedures.
  • Due to the current circumstances, we need to extend our 2-3 turnaround time policy to 3-5 working days. We appreciate your understanding regarding this change.
  • All drivers have appropriate PPE (personal protective equipment) and understand infection control best practice. This is part of our standard operating procedures; however, all staff have been provided with an update on procedures.
  • If your pet has passed away at home and you have been diagnosed, or you are self-isolating please call us to coordinate options to bring your pet into our care. This is in line with the social distancing advice from the Australian Government’s Department of Health.
  • All of our facilities are regularly disinfected, this will continue with daily disinfecting of our workplace, including vehicles.
  • Unfortunately at this time, all viewing services have been suspended. This decision has been made for the health and wellbeing of our staff and clients.
  • Our Sydney operations centre located in the Hawkesbury and our Illawarra operations facility located in Kanahooka will continue to operate as normal with pick-ups and drop-offs continuing from vets and homes; however clients will not be able to come into any of our facilities at this time.
  • We will not be accepting cash payments at this time. All transactions are limited to credit card, direct bank transfer or ZipPay. Same day cremation with ashes returned to the family on the same day of cremation will not be available during this period. Ashes will be available for next day return only. Same day cremation is only available Monday to Friday for pets up to 100kg. The pet must be in our care by 12pm that day. Same day cremation incurs a fee of $510.
  • All grief counselling sessions will be conducted via phone or online conferencing. No face to face sessions are available at this time.
  • As some of our staff handling calls will be working remotely, and we appreciate your call is important to us, we will endeavour to return any calls within the hour.

If you have any questions or concerns at this time do not hesitate to contact us on 1300 112 711.

Terms & Conditions

Please note that these terms and conditions cover all Patch & Purr services and operations during the Coronavirus (COVID-19) outbreak and will be inaction until further notice.
  • ^The standard pet cremation is only for pets over 2kg up to 100kg. Livestock 100kg and under may incur additional fees. All pets and livestock over 100kg will require a horse/livestock cremation service. Livestock is classified as farm-type animals such as horses, cows, alpacas, goats, sheep, pigs. The classification of animal is at the discretion of Patch & Purr.
  • ^The pocket pet cremation is only for pets up to 2kg. Pets over 2kg will require a standard pet cremation.
  • ^The horse / livestock cremation service is for animals over 100kg. The classification of livestock is at the discretion of Patch & Purr.
  • *Transfer of the deceased horse or livestock from vet or home into our care is during business hours. All horse and livestock pricing includes minimum 2 hour travel time. Any travel time over 2 hours is charged at $110 per hour. For after-hours transfers and transfers on weekends and public holidays a fee of $220 is charged. For travel over 6 hours an overnight fee may be incurred. Cremated ashes are returned to vet or home with 5-7 business days.
  • *Cremated ashes are returned to vet or home within 3-5 business days. All pets are cremated individually. Transfer of the deceased pet from a vet or home into our care is during business hours. A $220 transfer fee will be charged for after-hours transfers and transfers on weekends and public holidays.
  • Business hours are from Monday to Friday between 8am and 6pm.
  • All viewings services will be currently suspended until further notice.
  • Same day cremation is with ashes returned to the family on the same day is not currently available. For same day cremations, ashes will be returned the following business day. Same day cremation is only available Monday to Friday for pets up to 100kg. The pet must be in our care by 12pm that day. Same day cremation incurs a fee of $510.
  • The return vessel available in the standard pet cremation is a choice of either a drawstring pouch or scatter box. No other vessels are included.
  • ** The return vessel can be upgraded to any urn or memorial box at an extra cost. Includes a personalised engraving.
  • ^^The Lock of Fur is included at no extra charge when an urn upgrade is selected. If the pet does not have fur or feathers or an adequate amount a lock may not be able to be taken. This is at the discretion of the Patch & Purr team.
  • ***Keepsakes, memorial items and jewellery items are all available at an additional cost.
  • No further discounts will apply. Not in conjunction with any other offer. Full payment is required prior to the return of cremated ashes. All prices include GST. Prices valid until 31 December 2019. 
  • Pet loss grief counselling is available for Patch & Purr clients only. One session pet client. Sessions are currently being held by phone or online conferencing only. No face to face sessions are available until further notice. 
  • During this time period we will not be accepting any cash payments. Accepted payments will include credit card, direct bank transfer or ZipPay.