FAQs - PALS

FAQs

GENERAL PET CREMATION QUESTIONS

What services do you provide?

We offer the following services:

  • Pet Removal/Retrieval (pick up and/or return)
  • Cremation For Pets Of All Sizes
  • Rush Cremation Service (next business day return of pet’s cremains, holidays excluded)
  • Same-Day Service (if available)
  • Witness Cremation (viewing of pet’s cremation on flat screen monitor from comfortable viewing room)
  • After-Hours Service (emergency assistance)

What is the cost of each service?

The cost of each service varies depending on the pet’s size and weight. We’d love to answer any questions you may have regarding price. Give us a call today: (602)455-6677.

What is the difference between group and partitioned cremation?

Partitioned (or separate) Cremation is where your pet is kept separate from any other pets during the cremation process. The process is completed in one or two hours and results in a quantity of ash and fragments of bone, which are processed, reduced, and returned to the pet parent in a temporary or pre-purchased container or urn. Cremated remains are odorless and can be stored indefinitely, although the amount will vary depending on the pet’s overall body structure. Co-mingle/Group Cremation is where your pet is cremated with several other pets and you do not wish to have your pet’s cremains/ashes returned to you. After the cremation process, communal cremains are mixed with an organic planting mixture and spread at Sunland Pet Rest in Sun City, Arizona.

How do I know I’m getting my own pet’s cremains/ashes back?

Our service includes a complete paper trail through the entire cremation process from beginning to end, including labeling the type of service requested and all pertinent identification information. It may also make you feel more comfortable to consider Witness Cremation where you will be entitled to view your pet’s cremation process.

How and when will my pet’s cremains/ashes be returned to me?

All cremains are returned in a beautiful solid cedar memory box including a lock and key, and a heart tag engraved with your pet’s name. Inside the container your pet’s cremains are tightly sealed in a plastic bag.  A label stating your pet’s name and date of cremation is affixed to the bottom of the urn. PALS unconditionally guarantees the cremation process will take 7 days or less unless an additional service is requested.

May I watch and/or wait at your facility?

Yes, a Witness Cremation is the actual viewing of your pet’s cremation. This process allows you to spend private moments with your pet prior to your pet’s cremation. You will visually accompany your pet through the entire cremation process on a flat screen television monitor from the comfort of our viewing room in the front office. This process is by appointment only and would need to be scheduled in advance. With this service you take your pets cremains/ashes with you when the process is completed.

Do you allow special requests, such as cremating my pet’s blanket with him/her?

Government regulations prohibit the cremation of anything other than a pet; however, we will cremate a pet that comes to us with their collar on.

Do you offer an expedited or rushed cremation service?

Rush cremation offers the return of your pet’s cremains/ashes on the next business day (excluding holidays).

If I want to keep my pet’s collar and/or tags or even a lock of hair do I need to remove these prior to the cremation process?

It is the owner’s responsibility to remove any items they want to keep off their pet before the cremation process.

ON-LINE STORE/PRODUCT QUESTIONS

What are my payment options?

Visa, Master Card, American Express, and Discover

Do your products have a guarantee?

If we have made an error, in either product quality or service, we will issue you a 100% credit and pay the cost of returning the item or we will replace the item at no cost to you.

What should I do if the product arrives damaged?

All products are guaranteed to be shipped in new condition. If a product arrives damaged, and the damage has not been caused by UPS, it can be exchanged for an undamaged one at no cost to you if returned within 10 business days of the shipment date. The product must be in an unused condition. Please complete the Return Merchandise Authorization form. If the damage was caused during the shipping process, you must make a claim directly with UPS.

What should I do if I want to return the product?

We accept new and unused urns returned within 10 business days of shipment. Please complete the Return Merchandise Authorization form. Please note: A 20% restocking fee will be deducted from your refund amount. You will also be responsible for the return shipping charges.

What if the urn I choose is the wrong size for my pet?

As long as your pet’s cremains/ashes have not been placed in the urn, we will accept the urn in exchange for the correct size within 10 business days of the original shipment date. Please complete the Return Merchandise Authorization form. You will be responsible for the return shipping charges. You will also be responsible for any additional charges for the difference between the original urn and the replacement urn, including shipping charges.

Do you ship outside the United States?

We ship only within the Continental United States at this time.

CUSTOMER SERVICE QUESTIONS

What are your business hours and where are you located?

Business hours:
Monday through Friday from 8:00 a.m. to 4:30 p.m.
Saturday 8:00 a.m. to 4:00 p.m.
*24 hour emergency services available

Our facility is located at:
3629 N. 40th Avenue
Phoenix, Arizona 85019
We are just 2 blocks south of Indian School Road on 40th Avenue.

Can I tour your facility?

Yes, PALS has an open door policy and you’re welcome to tour our facility at any time during regular business hours.

How long have you been in business?

PALS has been in business since 1987.

What methods of payment do you accept?

Payment options are Visa, MasterCard, American Express, Discover or checks.

Can I bring my deceased pet into your facility?

Yes, you’re welcome to bring your pet in any time during our regular business hours.

Can PALS pick up and transfer my pet’s remains from my home or my veterinarian’s office?

Yes, a PALS staff member will pick up and transport your pet to our facility during regular business or after hours for an additional fee.

Can I have my pet’s cremains/ashes shipped to me?

Yes, we can ship your pet’s cremains via several methods but will require a signed release form from you prior to shipping.
Please note: We ship cremains to locations within the US only.

Do you offer after hours assistance?

Yes, a PALS staff member is on call after regular business hours. By calling 602-455-6677 your message will be automatically dispatched to our on-call staff member who will return your call in a timely manner. An after hour fees will apply.

If I’ve buried my pet but have since changed my mind and want him or her cremated, can I do that?

Yes, you can. You can either exhume your pet or you can call us to do it for you.

Can you take a paw print of my deceased pet?

Yes, this is available for an additional charge.

Have you seen our selection of memorial products and urns?