COVID-19 Updates

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.
  • 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 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. Pre-screening questions will be asked prior to all collections.
  • All of our facilities are regularly disinfected, this will continue with daily disinfecting of our workplace, including vehicles.
  • Our three operations facilities locations in South Windsor, Morisset and Kanahooka NSW 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 unless prearranged with the Patch & Purr team.
  • Viewings are currently unavailable.
  • 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.We will not be accepting cash payments at this time. All transactions are limited to credit card, direct bank transfer or ZipPay. Our drivers do not have the facility to carry cash in their vehicles. Bookings must be made prior to visiting the Illawarra facility by calling 1300 112 711.
  • 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.
  • We are returning to serving vets clinics and client families within 2-3 day turnaround.

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

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Patch & Purr offers pet cremations for when your loved one is no longer by your side, but forever in your heart.

We strive to treat your loyal friend with the care and respect they deserve at every step of the way. Call us 24/7 on 1300 112 711 or use the contact form below to speak to a Patch & Purr team member.

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We're here to help. Call us 24/7 to speak to a Patch & Purr team member.

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