Frequently Asked Questions

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Yes, we are an independent pet crematorium, which means your vet may not automatically contact us when the time comes to say goodbye. If you'd like us to care for your beloved companion with the dignity and care they deserve on their final journey, please be sure  to let your vet know your wishes.

When families trust us with their beloved pets, we reassure them that each cremation is completely individual, no matter how small their pets are. 

You can have total peace of mind, that ashes you receive back, are solely those of your beloved pet. 

It is very important to us that all pets that come to us are treated with the utmost dignity and respect. All pets that come to our Crematorium are treated like one of our own. Your pet will be handled carefully at all times and we assure you that they will be treated with the respect that they deserve. 

Our cremations usually take place on the same day of collection, meaning we won’t freeze pets. They will be collected in one of our sterile beds, wrapped in a blanked and given a teddy, which will stay with them until cremation.

We believe it’s important to be transparent with our prices so you can make informed choices. 

All our prices are clearly listed on our leaflet and website and are based on the type and size of pet, these are fixed for smaller pets but vary for dogs. 

Ashes come in a scatter tube with a certificate stating time and date of individual cremation, paw print and fur clipping. 

We warmly welcome families to visit our crematorium to see how it all works to provide peace of mind or to browse at our vast variety of caskets, urns and keepsakes. 

Yes, we understand how difficult final goodbyes can be, which is why we offer families the opportunity to spend time in our Roseberry Room at our Stokesley Crematorium. 

Spending as much time as you like reflecting and saying goodbye to your much-loved pet prior to cremation. We know pets grieve too and we welcome you to bring other pets along so they can also say goodbye. 

You will not be rushed and you can take all the time you need to say goodbye to your beloved pet. 

You are welcome to come back to the crematorium to collect your pet’s ashes once we have them ready for you. Alternatively, we can also return ashes directly to your home or your vet for free as longs as its within 30 miles of our Stokesley crematorium.

We have a qualified Pet Bereavement Councilor, available to support families face to face or over the phone.

All our staff are animal lovers and care deeply for all animals, all pets that come to us are treated like one of our own.

You can pay for our services by cash or by most major credit and debit cards (i.e. Switch & Delta cards). We usually ask for payment in advance of cremation.

We also offer a pre-payment plan option, these are tailored to suit individual needs, our friendly and compassionate team are always happy to help should you require further information. 

Yes, all cremations are carried out at our Stokesley based crematorium, where your beloved pet is gently cared for from the moment they arrive. This is also where our Farewell Room and showroom are located, allowing everything to happen under one roof, with no transfers or separation.

Each pet is treated with the utmost dignity and respect throughout their time with us. We are committed to providing the final goodbye they truly deserve, with care, compassion, and the love they gave so freely throughout their lives. 

Our premises, machinery and procedures comply with industry standard best practice and we are fully licensed with the Animal and Plant Health Agency who are part of Defra and North Yorkshire Council. 

Our premises are regularly inspected by Defra, ensuring our standards are outstanding at all times.

 Last updated: November 2025

At Roseberry Pet Crematorium, every memorial item is created with care, and many are personalised to honour a beloved pet. This policy explains your rights when purchasing items from our online store.

Non-Returnable Items (Personalised & Made-to-Order)

We are unable to accept returns, exchanges, or refunds on:

• Personalised items
• Items containing ashes
• Custom engravings
• Made-to-order memorial products
• Paw print or nose print keepsakes

These products are created specifically for your pet and cannot be resold.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery at:

📧 info@roseberrypetcrematorium.co.uk

📞 07799132808

Please include:

• Your order number
• A photo of the fault/damage
• Packaging photos (if applicable)

We will offer a replacement or refund depending on the item and the issue.

Incorrect or Non-Personalised Items

For non-personalised items, you may return the product within 14 days of delivery as long as:

• The item is unused
• In its original packaging
• In a resaleable condition

Return postage is the customer’s responsibility unless the item is faulty or sent in error.

Cancellations

Orders for personalised or made-to-order items cannot be cancelled once production has started.

Non-personalised items may be cancelled before dispatch — please contact us as soon as possible.

Last updated: November 2025

We aim to dispatch memorial items with great care, ensuring they arrive safely and promptly.

Processing Times

• Personalised or engraved items: 5–10 working days
• Non-personalised items: 2–4 working days
• Memorial items containing ashes: 5–14 working days
  (Processing times may vary slightly during busy periods.)

Shipping Methods

All items are shipped via trusted carriers such as Royal Mail or DPD.

Tracking numbers are provided where available.

Delivery Estimates

• UK Standard Delivery: 2–5 working days
• UK Express Delivery: 1–2 working days

International delivery is currently not available.

Shipping Costs

Calculated at checkout based on weight and delivery method.

Lost or Missing Parcels

If your parcel does not arrive within 10 working days of dispatch:

Please contact us for assistance and we will investigate with the courier.

 Last updated: November 2025

Welcome to Roseberry Pet Crematorium. By accessing and using our website, you agree to the following Terms & Conditions.

1. About Us

Roseberry Pet Crematorium

Stokesley, Teesside / North Yorkshire

Email: hello@roseberrypetcrematorium.co.uk

Website: www.roseberrypetcrematorium.co.uk

2. Use of Our Website

You agree not to:

• Copy or misuse content
• Interfere with website security
• Conduct fraudulent or harmful activity

All content (images, text, logo, products) is the property of Roseberry Pet Crematorium and fully protected under copyright law.

3. Orders

By placing an order, you confirm:

• You are over 18
• You provide accurate information
• You understand that personalised items cannot be cancelled once work has begun

We reserve the right to refuse orders where necessary (e.g., incorrect pricing, suspected fraud).

4. Prices & Payments

All prices shown include applicable VAT.

We accept card payments, PayPal, and Klarna (Pay in 30 days or Pay in 3 where eligible).

Using Klarna requires acceptance of Klarna’s own terms and conditions during checkout.

5. Personalised Products

You acknowledge that:

• Personalised items may vary slightly in appearance
• We rely on the accuracy of the information you provide
• Personalised or custom-made items are non-refundable unless faulty

6. Delivery

Estimated delivery times are provided at checkout.

We are not responsible for delays caused by couriers, severe weather, or incorrect addresses entered by the customer.

7. Refunds & Returns

Our full return policy can be viewed above.

Refunds will be issued to the original payment method once the returned item is received and inspected (for eligible products).

8. Liability

Roseberry Pet Crematorium is not liable for:

• Losses arising from your misuse of products
• Delays out of our control
• Emotional or sentimental value of items
  This does not affect your statutory consumer rights.

9. Privacy Policy

Your data is handled securely and never shared without consent.

For more details, please see our Privacy Policy.

10. Changes to Terms

We may update these Terms at any time. Continued use of the website indicates acceptance.