In order to always provide the best service Paws in Heaven offers these policies for your information

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At Paws in Heaven, we understand how difficult it is to lose a beloved pet. Our mission is to provide respectful and compassionate care while maintaining clear and organized procedures.

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1. Timeframe for Service

         Since pets decompose very quickly, it is essential that you contact us within the appropriate timeframe after your pet has passed:

• Summer months: within 24 hours

• Winter months: within 36 hours

It is very important to keep your pet out of direct sunlight during this period.

If more time has passed, you may still contact us, and we may be able to provide the service with certain restrictions or conditions depending on the state of the pet’s remains or if your pet has been deceased for more than these time limits, please contact

 

Environmental Services at (915) 212-6000 or use the following link:
https://elpasoesd.net/complaints/report.htm

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2. Payment Policy

All services must be paid in full before the pet is picked up, including any applicable pick-up or delivery fees.

• In certain cases, if immediate payment is not possible, Paws in Heaven may receive the pet and place it in cold storage for a maximum of 2 calendar days while waiting for payment to be completed.

• During this holding period, no cremation or related services will be performed until the total balance is paid, including transportation fees if applicable.

• If payment is not received within this 2-day period, the service will be canceled, and the pet will be returned to the owner’s home address. Delivery costs will be added to the outstanding balance as a separate charge.

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3. Return of Remains

• Standard return time for cremated remains is 7 to 10 business days.

• Our expedited service guarantees return within 2 business days.

• Once your pet is ready to return home, our team will contact you. You will then have 30 days to pick up the remains. After this period, Paws in Heaven will respectfully dispose of the remains and will no longer be responsible for them.

High-Volume Seasons: During periods of extreme heat or extreme cold, service volume may increase significantly. As a result, return times may take longer than the standard period without prior notice to the client. Paws in Heaven will always make every effort to complete services as promptly as possible while maintaining the highest standards of care and dignity.

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4. Accessibility and Safety Policy

For the safety of our staff and to ensure a dignified process, the following conditions apply to all pick-ups:

• Our staff cannot enter confined spaces such as dog houses, cages, holes, attics, basements, or other closed or unsafe structures.

• We do not perform the disinterment of pet remains.

• Pets must be placed in a safe and easily accessible area (such as the front entrance, garage, or open yard) prior to our team’s arrival.

• The area must be free of obstacles, hazards, and aggressive animals. If our staff determines that conditions are unsafe, the service may be canceled or rescheduled once proper conditions are met.

• If you have prepaid for pick-up service but do not comply with the requirements when our staff arrives, you will not be entitled to a refund.

• If you wish to reschedule under these circumstances, you will be required to pay 50% of the pick-up cost in order to book a new appointment.

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7. Personal Belongings Accompanying Pets

Paws in Heaven does not accept responsibility for any personal items that accompany your pet during pickup or cremation. This includes, but is not limited to:

• Collars, harnesses, tags

• Blankets, sweaters, clothing

• Toys, beds, or any other personal articles

Important details:​

• If you wish to keep any of these items as personal mementos, please remove them before our staff arrives.

• Paws in Heaven will not issue refunds or provide replacements for any personal belongings left with the pet.

• In special cases where an item must accompany the pet (for example, a small blanket or toy), the client acknowledges and accepts full responsibility that the item will not be returned.

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8. Refund Policy

At Paws in Heaven, we carry out all of our services with the highest level of care, dignity, and compassion. Because our work is time-sensitive and the processes are irreversible, all sales are final, with the following considerations:

1. Non-Refundable Services:

   • Once a pick-up, cremation, or any related service has been provided, payments are non-refundable under any circumstance.

   • This applies to premium, communal, and private cremation services, as well as delivery and pick-up fees.

2. Cancellation Before Service Begins:

   • If the client cancels before our staff has been dispatched and no service has been completed, Paws in Heaven will refund 100% of the payment received.

3. Cancellation After Pet Is in Paws in Heaven’s Custody:

   • If the pet has already been picked up and is inside a Paws in Heaven vehicle or at any of our facilities, and the client decides to cancel the services, only 70% of the payment will be refunded, the remaining 30% will cover handling, transportation, temporary storage, use of facilities, and assigned staff costs.

   • This partial refund applies without exception, even if the cremation has not yet started.

4. Rescheduling:

   • If the client fails to meet the requirements at the time of pick-up and wishes to reschedule, the customer must pay 50% of the pick-up cost to book a new appointment.

5. Client Responsibility:

   • It is the client’s responsibility to ensure compliance with all conditions for pick-up, payment, and accessibility as outlined in our Terms and Conditions.

   • Failure to meet these requirements does not entitle the client to a refund or waiver of fees.

6. Final Commitment:

   • By purchasing our services, the client acknowledges and agrees to this Refund Policy, understanding that payments made to Paws in Heaven are considered final and non-refundable, except in the cases described above.