FREQUENTLY ASKED QUESTIONS

We know that navigating the loss of a companion is overwhelming, and you likely have many practical questions right now. Please read through the information below, but know you can always text or call us directly if you simply need someone to guide you through the next steps.

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

There is absolutely no rush. Take the time you need to say your final goodbyes. When you are ready to take the next steps:

Gently move them to a cool, quiet room.
Place a towel or puppy pad underneath them, and cover them with a familiar, light blanket.
Call or text us at 0493 946 511. We will arrange a time to come to your home whenever you are ready.

How can I be sure I am only receiving my pet's ashes?

We offer strictly private cremations only.

We do not perform communal or shared cremations.

Your companion is the only pet in our care during their cremation process.

From the moment they leave your arms until they are safely returned home, you can have complete peace of mind that their ashes are entirely their own.

Can you collect my pet from my home or my local vet clinic?

Yes, we provide gentle collections from wherever your pet is resting.

At Home: We coordinate a quiet, unobtrusive transfer using soft linens.

At the Vet: Simply let your clinic know you have chosen Sage & Arlo, and then reach out to us. We will coordinate directly with your vet to bring your companion into our care.

What if my vet uses a different cremation service?

You always have the absolute right to choose who cares for your pet's final journey.

You do not have to use your clinic's contracted provider.
Just inform your vet that Sage & Arlo will be taking care of the cremation.
Send us a message, and we will handle all the transfer arrangements with the clinic so you can focus on your family.

How long will it take for my pet to be returned home?

It typically takes 7 to 10 business days from the moment of collection to the day we personally return them to you.

We use this time to ensure their private cremation and physical keepsakes are prepared with absolute grace.

We will send you gentle text message updates at every milestone so you never have to wonder where they are.

Can I include a special item with my pet for their cremation?

Yes, absolutely. We encourage you to send them on their final journey with something they loved.

You are welcome to tuck in a handwritten note, a favorite printed photograph, or a few special treats.

Simply let us know what you would like to include when we arrive for the collection.

We will gently advise which items can safely stay with them during their peaceful transition.

Do I have to choose an Urn immediately?

There is absolutely no rush. We know making decisions through the fog of grief is overwhelming.

Take a few extra days to explore our Offerings collection.

We will safely and tenderly hold your companion in our quiet care until you are entirely ready for their return home.

How do I know which vessel size is right for my pet?

You do not need to worry about calculating specific sizes or volumes.

All of our vessel sizes are carefully determined by your pet's healthy weight.

Once you choose the style you love from our Offerings collection, we will automatically ensure the correctly sized piece is selected to keep your companion safe.

If you ever have specific questions about how a piece works, simply reach out to us.

Where do you travel for collections and returns?

We personally travel to homes and veterinary clinics across South East Queensland.

Complimentary Care Zone: All travel within our core boundary (including Jimboomba, the Logan region, Beaudesert, and the northern/central Gold Coast) is completely included.

Extended Care Zone: For families on the outer edges of the Gold Coast or the deep Scenic Rim, we are still honored to assist. A modest flat travel fee applies simply to cover the extra driving time.

Can we say our final goodbye at your facility?

To ensure an entirely peaceful and undisturbed environment for the pets in our care, we operate as a private sanctuary and do not have a public viewing room.

We deeply encourage families to take all the time they need to say their final goodbyes at home or at the veterinary clinic.

There is no rush; we will only arrive for their gentle collection when your family is entirely ready.

What if I need to arrange payment over time?

We believe that every pet deserves a beautiful farewell, and financial stress should never add to your grief.

We offer discreet and flexible payment options, including the ability to settle your balance in installments.

Simply let us know what you need when you reach out.

We will privately and gently arrange the details with you, so your only focus can remain on your companion.

Do you provide care for horses or larger farm animals?

We are currently preparing a beautiful, dedicated service for our larger companions.

Equine Memorials will be officially available through Sage & Arlo very soon.

If you are facing the loss of a horse or larger farm animal and need immediate guidance right now, please reach out to us directly.

We will do our absolute best to support you or personally connect you with trusted local specialists.