FAQs

Thank you for considering Angel Ashes.

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Services

The Angel Ashes team personally services all vet clinics and homes in metropolitan Adelaide. As a guide this includes areas from Gawler to Mt Barker to Aldinga. If unsure whether we service your area, please contact us.

Vets in Mt. Gambier Millicent clinics are collected and returned via specialist courier.

If your pet is to be collected from your vet, please make sure you let them know you have chosen Angel Ashes to take care of your pet’s cremation, to ensure that the pet is not sent off to a different company.

It's always your choice!

Even if your vet says that they don’t use “Angel Ashes”, it is always 100% your choice who you choose to take care of your pet’s care and we can still collect from their clinic.

Tell them that you choose Angel Ashes.

We are available from 10 am - 5 pm, Monday to Saturday.

Due to previous bookings we may not be available at your requested time, however we will do our best to accommodate.

No, your vet or one of our vet partners will organise the euthanasia.

Once you have made a booking with a vet, you can book Angel Ashes to collect your pet from either your home or the vet clinic.

If you would like to spend some time with your pet afterwards, this is perfectly fine and will be accomodated.

We highly recommend the services of these in-home vets, in no particular order.

Dr Amanda - Edna's Vet
0414 871 855

Dr G Mobile Vet
0423 312 532

Dr Nora - Adelaide Visiting Vet
0466 562 092

Dr Gregory - Adelaide Home Vet
0414000838

Dr Bahaa
0478 538 234

Dr Henriette - Peaceful Paws
0491 252 512

Cremation and collection bookings can be made through our website or over the phone at any time, or these vets can organise it on your behalf.

Return of your pet's ashes will be scheduled during business hours in around 7 business days from the date of collection.

Ashes are returned to your home in Adelaide by the Angel Ashes team.

If your vet clinic is in Mt. Gambier or Millicent. They will be returned by our specialist courier to the clinic for collection.

By completing the online pet cremation booking form, you hereby give Angel Ashes permission to collect your pet from your home or vet clinic and provide the service requested as set out in the terms and conditions of service.

Cremation

We offer both Private and a no return service.

See: Private Pet Cremation

See: No Return Pet Cremation

We will take care of everything for you and remain in contact throughout the process and communicate by text message.

1. We contact you or your clinic to arrange transfer.
2. Once collected, we will text you to let you know.
3. Your pet enters a cremation queue.
4. Once their ashes are ready, Mel will contact you.
5. Ashes are personally returned to your home or workplace.

Standard: 7-10 business days.
Express: 24-48 hours
Witness: Same day

Yes, we offer a witness option for our private cremation service.

We have a private goodbye room with a direct view to the cremation chamber. Be by their side until their final moment.

Only one service per weekday.

Shipping

We ship by Australia Post and/or Courier.
Delivery times provided are an estimate only.

Outdoor memorials are shipped either by Aramex or Parcel Post with no express option.

We process and ship memorial orders Monday to Friday 10am – 2pm.

Tracking will be updated on your order once shipped.

Ashes are personally delivered to your home in Adelaide and by courier to your vet clinic in the South East.

No, Ashes are returned to your home in Adelaide by the Angel Ashes team.

However, If your vet clinic is in Mt. Gambier or Millicent. They will be returned by our specialist courier to the clinic for collection.

We only ship to Australia as standard but we can accomodate memorial items to be shipped internationally. Please contact us.

Refunds & Exchanges

To be eligible for a return, your item must be:

* Unused and in the same condition that you received it.
* It must also be in the original packaging. 

Non-returnable items:

* All engraved / custom memorial items that were engraved as ordered

There are certain situations where only partial refunds are granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

To complete your return, we require a receipt or proof of purchase.

To return your product, you should first email us at info@angelashes.com.au

After you receive our reply to confirm the return, we will email you a pre-paid return label.

We do not cover damages caused by a third party such as aftermarket engraving.

If you are not 100% satisfied with your order please contact us to talk about your concerns.

If you are shipping an item to us you should consider using a trackable shipping service and/or purchasing shipping insurance.

We cannot guarantee that we will receive your returned item.