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  What cremation options are there?
When it comes to saying goodbye to your much loved pet you will need to decide what to do with your pet’s body.
Most vets will offer two types of cremation services for you to choose from: individual or communal cremation.
If you want to make sure that you receive your pet’s ashes back, an individual cremation will be the right choice for you. Your pet will be cremated separately and the ashes will be returned to you in a casket or urn of your choice.
If you choose a communal cremation, your pet will be cremated with other pets and there will be no return of ashes.
Gold Leaf Home Service
If your pet has passed away at home, you can contact us and arrange a Gold Leaf Individual Cremation service or Gold Leaf Communal Cremation. For further information on our Gold Leaf Service click here.
Whilst all cremation options offer a dignified service, we encourage you to consider them carefully to ensure that the service is right for you and your pet.
2  Can you cremate my horse?
Yes. With our experience we can help to make the arrangements to say a respectful goodbye to a beloved horse, pony or donkey. We are able to collect and cremate your much loved equine friend providing a final fitting farewell. If you choose an individual cremation the ashes will be returned to you in one of our special equine caskets. Please contact us to discuss your wishes.
3  Will my pet be handled respectfully?
It is so important to us to make sure that you understand the level of care we provide for your pet. Please be assured that all pets are treated with care, respect and dignity.
4  How will I know it's my pet’s ashes I receive?
We adhere to Pet Cremation with Confidence™ standards for individual cremation. This provides assurance that your beloved pet is treated with the care and dignity they deserve and that ashes returned are exclusively those of your pet. Pet Cremation with Confidence™ is based on a tracking system to ensure that your beloved pet remains safe throughout the collection and cremation process and a certificate is provided to verify the individual cremation.
5  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
6  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.
7  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 our Durham Crematorium on 0191 373 5551 or our Lanarkshire Crematorium on 01698 888 500 on your behalf.
8  Can I be present at the time of cremation?
You and your family are more than welcome to attend the crematorium to say your final goodbyes to your pet in private. On the day, we will provide you with comfort and support and after the cremation you will be able to take the ashes of your pet home with you.
To ensure each client receives the time and privacy required, we ask that you contact our Durham Crematorium on 0191 373 5551 or our Lanarkshire Crematorium on 01698 888 500 to notify us of your wishes and to arrange an appointment.
Appointments are normally available during weekday mornings for companion animals to allow for the cremation and preparation of your companion’s ashes on the same day.
Please note there will be an extra charge for this service.
9  Can I witness the cremation of my pet?
We appreciate some people would like to witness the start of their pet's cremation. Regrettably, for Health and Safety reasons we are unable to allow members of the public within our cremation area. For peace of mind, we can notify you when the individual cremation commences.
10  Do you provide any religious services?
We do not provide any specific religious services. We do welcome people of all faiths and respect any customs or practices you may wish to carry out. Please contact us to discuss any special requests that you may have and we will do our best to accommodate your wishes.
11  Can I remove my pet’s ashes from their casket or urn?
Yes. Most of our caskets and urns have the capacity to have the ashes removed, as some people wish to access or view their pet’s ashes. Some caskets are specifically designed for scattering ashes, such as the Evergreen Scatter Box, while others, such as the Burford Oak Casket, are sealed with screws, but have the option to remove ashes, if you so wish.
Depending on the type of casket or urn that you choose, you will receive an instructional card, packed alongside your pet’s ashes, which offers guidance on how to remove the ashes. If you need help to access the ashes and to avoid damaging the casket your local pet crematorium will assist you.
12  Should I plan in advance?
Whenever possible we recommend that you talk to us, along with your vet and family beforehand. Your vet can help you make an informed decision, explain what to expect and plan the aftercare arrangements for you.
13  How do I choose a pet crematorium?
When considering the aftercare for a beloved pet, owners want a pet crematorium they can trust. It is our goal to help clients make informed decisions and to ultimately make a very difficult time easier. With this in mind, our leaflet "Mistakes to avoid when choosing a pet crematorium" provides information on factors that should be taken into consideration before entrusting your pet to someone else.
14  Should I speak to my vet about my wishes?
Your vet plays an important role in the care and aftercare of your pet. We recommend that you discuss your wishes with them before the time comes to help you make an informed decision. Please don't be embarrassed talking to your veterinary practice who may have a dedicated veterinary nurse or trained bereavement advisor to guide and support you. Your vet can provide you with information on the options, answer your questions or concerns and explain what to expect to help you prepare and plan the aftercare arrangements.
15  Can I contact the crematorium to discuss the options before my pet dies?
Yes, we are here to help you. You can phone or visit us in advance to discuss your wishes before the time comes, letting you decide what is best for you and your pet’s final journey. Through past experience we have found that many people find this both comforting and reassuring.