FAQs

Euthanasia

Am I making the right decision to euthanise my pet?

Being a pet owner is a significant responsibility and at no time is this felt more than when you need to consider the option of euthanasia. This will be a very emotional time for you, but being able to save your pet from any unnecessary pain and suffering will be an incredible comfort.

If you are making the decision to euthanise, your veterinarian can be your medical guide for you at this time. They will be able to discuss the various options available to you in a thoughtful and caring way. No matter what decision you make, always trust that you have your pet’s best interests at heart.

Please refer to our pet loss and grief brochure for additional information and support.

How do I prepare for my pet's euthanasia?

Preparing for your pet’s euthanasia will help to alleviate some of your stress and help to ensure your final moments together are loving and peaceful. Try to schedule the euthanasia for a day when you will have time to spend with your pet afterwards and won’t feel rushed. If you would prefer to say goodbye at home, there are mobile vet services available.

This is a good time to also consider your next steps, such as choosing to bury your pet or opt for a private cremation. Our team is here to talk you through the options available to you – feel free to contact us today.

Please refer to our pet loss and grief brochure for additional information and support.

Home burial

Should I bury my pet at home?

If you are considering burying your pet in your backyard or garden, it is important to double check with your local council first as local laws and regulations can vary.

It is important to note that if your pet was euthanised, the anaesthetic used in the procedure can be dangerous to other pets and wildlife. In this case, we recommend you choose a private cremation.

Chain of custody

How can I be sure I will receive my pet’s ashes?

To ensure the ashes of your pet, and only your pet, are returned to you, we have carefully developed our 7 Point Pet Tracking system to provide complete transparency throughout every stage of the cremation process. We assign a unique identification number to your pet at the time of booking and create an ID tag that contains your pet’s details (name, breed and location). This ID tag follows your pet throughout their journey and is checked and double checked at many points throughout the process so you can be absolutely sure that you are receiving your pet’s ashes.

You can find out more about our 7 Point Pet Tracking System on your pet’s journey page.

Enquiry

Why use Edenhills?

We’re here to support you in any way we can. Because we’ve been through it too.

Our story began in 1984, with our animal-loving family dedicated to offering personal and affordable pet cremation and funeral services. We understand how difficult it is to say goodbye to a beloved family member, and the importance of honouring their memory. Our team is made up of animal lovers who share our strong family values and ethics and uphold our reputation at all times. We’re here to help you through your grief and provide you with the very best support and personalised service, whenever and wherever you may need us.

To find out more about our values and the services we offer, visit our About Us page.

Do you offer pet cremation services in my area?

We service all of Victoria and South Australia including rural areas as well as southern NSW.

Travel times and costs vary according to location.

Do you offer horse cremation services in my area?

Our horse cremation service extends throughout Victoria and as far as Adelaide, Canberra and southern NSW. Our standard fee includes collection within a 110km radius of Melbourne CBD. Please contact us for any applicable travel costs to your area.

Booking

How do I book a pet cremation?

Simply contact our friendly team and we can organise everything for you to suit your individual needs.

Visit our About us page to learn more about the services we offer and how you can make a booking.

How much notice do I need to give?

We understand that the loss of your beloved pet can happen at short notice, so you can contact us whenever you are ready.

If you are booking euthanasia with your vet, please book with us once you have a confirmed date and time. That way, we can ensure a prompt and seamless service.

Home passing

What should I do if my pet passes away at home?

After your pet has passed away at home, you may wish to keep them at home with you for a little while to allow your family and pets to say a final goodbye. We recommend contacting our friendly team as soon as possible to arrange a collection of your pet at a time that suits you.

If you would like to spend a few more precious moments with your pet before their cremation, we are able to offer final goodbye services in our Comfort Room.

Collection

Can you collect my pet from home?

Home collections are available 7 days a week including public holidays in the metropolitan area at an additional cost.

Your pet will be collected within 2 hours of receiving your booking if urgent, or you can book a pre-arranged time.

If you are booking a home euthanasia with your vet, please let us know once you have confirmed the date and time. That way, we can ensure a prompt and seamless service.

To find out more about our home collection, visit our premium services page.

What will happen during the collection of my horse? Will my horse be treated with dignity?

We understand that losing a horse is an emotionally difficult time. That’s why we’ve made it our highest priority to treat your horse with dignity at all times.

A key area that we have given a lot of consideration to is the careful loading, transportation and unloading of your horse.

Upon arrival at your property we will assess the location of your horse and explain the process to you, including how we will load your beloved horse into our customised vehicle in a caring and dignified way.

Viewings

Do you offer viewings?

We offer a range of final goodbye options in our Comfort Room (additional costs apply). These services allow you to spend time with your pet at peace, sharing a few more precious memories together with family and other pets.

To find out more about our final goodbye services, visit our premium services page.

Payment

How much do your pet cremation services cost?

Our costs are determined by the size of your pet, the location of your pet, whether we need to collect on a weekday or after hours, and how you choose to memorialise your pet. To find out more, visit our cremation services page.

We always strive to provide value for money, as well as peace of mind, which is why we include a range of simple, practical vessels in the standard private cremation price. We also understand the importance of being able to honour your pet’s memory in a special and meaningful way, with a selection of vessels and memorabilia for you to choose from at an optional cost.

View our range of vessels and memorabilia.

How much do your horse cremation services cost?

Our costs are determined by the size of your horse, the location of your horse, whether we need to collect on a weekday or after hours, and how you choose to memorialise your horse. To find out more, visit our horse cremation services page.

We always strive to provide value for money, as well as peace of mind, which is why we include a simple, practical vessel in the standard private cremation price. We also understand the importance of being able to honour your horse’s memory in a special and meaningful way, with a selection of vessels and memorabilia for you to choose from at an additional cost.

View our range of vessels and memorabilia.

Can I pre-pay for my horse's cremation?

We offer pre-payment plans to help ease the cost of your horse’s cremation, allowing you to make regular fortnightly or monthly payments prior to needing to use our services. Although pre-planning is often not a pleasant discussion, it can certainly provide you and your family with peace of mind when the time comes to say goodbye.

We are committed to providing you with all the caring support you need. Contact our friendly team today to discuss a pre-payment plan to suit your personal needs.

Do you offer payment plans?

We understand you have a lot to think about after the loss of your treasured friend, so to ease the cost we have introduced Zip Pay as an alternative payment method. This payment option gives you the ability to honour your pet whilst allowing you the flexibility to pay at your own pace, with installments you can afford. Speak to one of our caring team should you wish to discuss this payment option.

Zip Pay allows you to make easy, interest-free payments either weekly, fortnightly or monthly, with nothing to pay upfront. Click on the link below to view the simple step-by-step application process, or feel free to call us for more information.

View the Zip Pay application process.

Journey

Will my pet be treated with dignity and care?

Our approach has always been to treat your pets like they are our own. Pets have always been a special part of our lives and a pre-requisite for working at Edenhills is that you are an animal lover and have had pets yourself. This helps us appreciate what our clients are going through and why each and every pet deserves the care and respect any other member of the family would receive.

Memorialisation

I would like to keep my pet's ashes following their cremation, what are my options?

One of the hardest decisions when losing your pet is what to do with their ashes. You may choose to scatter their ashes in a place that holds special meaning to you, or to celebrate their memory through a special urn, memorial or keepsake that you can keep close to remind you of the life you shared together.

There is no right or wrong way to memorialise your pet. If you decide to pay tribute to their memory through a physical piece that contains your pet’s ashes, there are a number of options available. These include:

• Vessels and urns
• Plaques and burial markers
• Jewellery, keepsakes and memorial items
• Paw prints and fur clippings

View our range of vessels and memorabilia.

What sort of engraving do people have?

Engraving is such a personal choice and everyone is different. Some people just want to their pet’s name or nickname engraved, while others find dates, breeds or pedigree names important. Often people like to include a special memory, a quote or heartfelt sentiment, a few of which are provided below for inspiration. Please speak to our team about the engraving allowance for your chosen product as space may be limited. View our range of vessels and memorabilia to see available character limits.

A Loving Companion
Always By My Side
Always In Our Hearts
Always Loved
Always Remembered
Forever Missed
Forever In Our Hearts
Forever Loved
Loyal And Faithful Friend
Loyal Friend & Companion
Loyal Friend & Protector
My Best Friend
Rest In Peace
Until We Meet Again

Cremation

Why choose cremation?

People choose cremation for many reasons. The cremation process is clean, sanitary and endorsed by an increasing number of people from all walks of lives and faiths. Some choose cremation so they can keep the ashes of their beloved pet with them at home. Others prefer to have the ashes prepared for scattering at a meaningful location. Cremation is simple, professional and affordable. Plus, these days many people rent, have very little garden space, or do not want to leave their pet behind when moving house.

What type of animals do you cremate?

We genuinely believe we can offer a dignified cremation service to all animals big or small.

Dogs, cats and horses are the most common animals we look after, however it’s also possible to cremate other animals, including pocket pets such as rabbits, guinea pigs, ferrets, mice, rats and birds, to fish and reptiles, and then to larger animals such as sheep, cows, donkeys and ponies.

What is cremation? What are ashes?

During the cremation process, a pet’s body is placed within a private cremation chamber where, through heat and evaporation, the body is reduced to its basic elements and referred to as cremated remains or “ashes”.

How many pets are cremated at a time?

Each pet is cremated individually, in their own private chamber.

How long does it take to cremate a pet?

Smaller pets like pocket pets, cats and small dog breeds are usually cremated within 30 – 45 minutes. Larger pets may take a few hours, depending on weight.

Can my pet's blanket and other belongings also be cremated?

Yes, we can cremate items with your pet such as their favourite blanket or toy, their bedding and their collar.
The high heat of our cremators means that little to no traces of these items will remain to co-mingle with your pet’s ashes.

When will my pet be cremated?

Cremation will take place within 48 hours of finalising your booking details. This my vary if over a weekend.

Will my horse be cremated intact or will you have to perform any kind of amputation?

We have worked hard to design our own custom-built transport and crematorium to cater for horses of all shapes and sizes, ensuring every part of your horse’s last journey is dignified and respectful. This ensures your horse will be cremated intact in their own private chamber. Their ashes, and only their ashes, will then be returned to you in a standard vessel.

You can also choose from a range of vessels and memorabilia for an additional cost.

Is metal left after cremation?

Many metals, other than light alloys, remain after cremation. However, we are conscious that many clients would rather not have metal co-mingled with their pet’s ashes so we remove this after the cremation. Please let us know upon booking, if you would like to have any surgical metal returned with your pet’s ashes.

Why do two pets of similar weights produce a different amount of ashes?

There are a number of reasons why pets of similar weights may produce a different amount of ashes. These include:

Bone density
Lower bone density can result in less ashes being created. Lower bone density is often seen in older pets, or in cases of illness (such as cancer).

Bone structure
Different breeds will produce varying amounts of ashes, even if they are similar weights. For example, a Maine Coon cat will produce more ashes than a Siamese cat.

Cremation temperature, time and processing
Longer cremation times and higher temperatures will often result in finer ashes being produced, which gives the impression of less ashes being produced (as they become more compact when they settle). Longer cremation times also remove more impurities during the process, resulting in less ashes being produced.

Items cremated with a pet
Paper and some other natural materials can resist complete combustion (particularly items heavy in carbon), which will then contribute to the volume of ashes being produced.

Return

How long does it take to have my pet's ashes returned to me?

Our aim is to return your pet’s ashes to you within 5 working days of finalising the details of your booking, unless other arrangements have been made. This may vary depending on your location, and the vessel and memorialisation options you choose.

We pride ourselves on our strict and thorough 7 Point Pet Tracking system, which provides complete transparency throughout every stage of the cremation process. So you can be sure that the ashes of your pet, and only your pet, will be returned to you.

Are you able to return my pet's ashes the same day?

Yes, we offer two options for same day private cremation.

If you choose our platinum service, we will collect your beloved pet from your home or vet practice, carry out their cremation and return your pet’s ashes home within the same day by a dedicated carer.

Our gold service allows you to bring your pet to our facility and wait in our comfort room whilst your pet is being cremated. Alternatively, we will contact you a few hours later when your beloved pet’s ashes are ready for collection in your chosen vessel.

Please speak to our team about which option suits you best.

Grief

How can I manage my grief?

The loss of a pet can trigger many different emotions, and there is no right or wrong way to grieve. Know that your grief is normal and you shouldn’t be ashamed about mourning the loss of your beloved friend.

Please refer to our Pet Loss and Grief brochure for additional information and support during this difficult time. You can also find a range of helpful books or guides for all ages on our resources page.

How can I support my child through their grief journey?

For many children, the death of a pet is their first experience with death. Just like adults, all children will grieve differently, so it’s important to understand their needs and be sensitive and honest with them during this difficult time.

Please refer to our Pet Loss and Grief brochure for additional information and support to help you and your children cope with your grief. You can also find a range of helpful books or guides for all ages on our resources page.

What other grief resources and support are available to me?

Dealing with the loss of your beloved pet isn’t something you have to go through alone – there is always support available if you need it. Don’t forget that everyone grieves in their own way, and that you should never feel ashamed to mourn the loss of your beloved pet.

You can find additional information and grief support on our resources page.

Other Support Services
24/7 Pet Loss Support Line – 1300 431 450
Lifeline – 13 11 14
Griefline – 1300 845 745
Beyond Blue – 1300 224 636

Melbourne

(03) 5367 0556
care@edenhills.com.au
42 School Lane, Maddingley VIC 3340

Phone Hours:
Weekdays: 7am – 7pm
Weekends and Public Holidays: 8am – 5pm

Office Hours:
Weekdays: 8am – 5pm
Weekends and Public Holidays: 8am – 5pm (excluding Good Friday, Anzac Day, Christmas Day)

Albury/Wodonga

(03) 4310 0135
country@edenhills.com.au
492 Chiltern Road, Barnawartha VIC 3688

Phone Hours:
Weekdays: 7am – 7pm
Weekends and Public Holidays: 8am – 5pm

Office Hours:
Weekdays: Open by appointment
Weekends and Public Holidays: Closed

Adelaide

(08) 8186 6362
support@edenhills.com.au
12 Kitawah Street, Lonsdale SA 5160

Phone Hours:
Weekdays: 7am – 7pm
Weekends and Public Holidays: 8am – 5pm

Office hours:
Weekdays: 8am – 5pm
Weekends and Public Holidays: Open by appointment (excluding Good Friday, Anzac Day, Christmas Day)

Rowville

(03) 8288 1808
service@edenhills.com.au
Unit 4/5 Enterprise Drive, Rowville VIC 3178

Phone Hours:
Weekdays: 7am – 7pm
Weekends and Public Holidays: 8am – 5pm

Office Hours:
Weekdays: Open by appointment
Weekends and Public Holidays: Closed

Perth

(08) 9248 6464
care@lawnswood.com.au
1 Nexus Way, Bayswater WA 6053
lawnswood.com.au

Phone Hours:
Weekdays: 7am – 7pm
Weekends and Public Holidays: 8am – 7pm

Office Hours:
Weekdays: 8am – 5pm
Weekends and Public Holidays: 8am – 4pm (excluding Good Friday, Anzac Day, Christmas Day)