Question 1

What do I do first when my pet has just passed?

Accepted Answer

Take a breath. You don't have to make every decision now. If possible, place your companion somewhere cool, quiet and undisturbed, then call Alby on 0493 814 474 when you're ready. We'll gently guide what comes next — there's no pressure and no paperwork to worry about.

Question 2

Do I need to call before submitting an inquiry?

Accepted Answer

No. You can submit an inquiry online through our 'Begin when you're ready' form and we'll call you back. If it's urgent or after hours, calling is the fastest way to reach us — we answer personally, 24/7.

Question 3

Can you help if my pet passed at the vet?

Accepted Answer

Yes. We collect from any vet clinic across the Mid North Coast (and beyond for horses). Let your vet know you've chosen Harbourside and we'll coordinate directly with them.

Question 4

How quickly can you collect my companion?

Accepted Answer

In most cases we collect the same day across the Mid North Coast. After-hours and weekend collections are always available — call and Alby will respond as soon as he can.

Question 5

Do you collect from home as well as from vets?

Accepted Answer

Yes. We collect from your home, your vet, your stable, or your property. There is no extra charge for weekday home collection within our service area.

Question 6

How far do you travel?

Accepted Answer

Our standard service area is the Mid North Coast of NSW. We travel further for horse collections — across NSW and into SE QLD. Out-of-area pickups beyond 100 km from Coffs Harbour may incur a $110 travel fee.

Question 7

What are the after-hours charges?

Accepted Answer

Weekends and after-hours collections (6pm–6am) are $110. Public Holiday collections are $220. Weekday daytime collections are included in your package.

Question 8

Will I really receive my own pet's ashes back?

Accepted Answer

Yes — always, for individual cremation packages. Every Harbourside individual cremation is fully private. You receive a Signed Certificate of Individual Cremation with the return of ashes. The only options that don't return ashes are Removal Only and our communal services.

Question 9

What's the difference between individual and communal cremation?

Accepted Answer

Individual (private) cremation means your companion is cremated alone — only your pet is in the chamber, and the ashes returned are entirely theirs. Communal cremation is when multiple pets are cremated together and ashes are not returned. We offer both, but our reputation rests on guaranteed individual care.

Question 10

How long until the ashes are returned?

Accepted Answer

Typically 5–10 business days. We'll keep you informed throughout. If you need them sooner — for a memorial, scattering, or any other reason — please let us know and we'll do our best to expedite.

Question 11

How are the ashes returned to me?

Accepted Answer

Most families have their companion's ashes hand-delivered back to their home or vet by Alby. For interstate or distant families we use secure tracked courier. For our equine Handcrafted Timber Memorial, ashes are always personally hand-delivered.

Question 12

How much does cremation cost?

Accepted Answer

Small companion packages start at $430 (scattering) and range up to $665 (platinum). Horse and large animal cremation is quoted individually based on location, access, size and care needs — typically $1,900 to $6,900. See our Cremation Packages page for full details.

Question 13

Are there any hidden fees?

Accepted Answer

No. All package prices include weekday collection, individual cremation, certificate, paw print, fur clipping, urn and return. After-hours and out-of-area travel fees are clearly listed on the packages page before you book.

Question 14

Do you offer payment plans?

Accepted Answer

We understand this can be unexpected. Please call Alby on 0493 814 474 to discuss options — we'll always try to find a way that works for your family.

Question 15

What if I just need collection, not cremation right now?

Accepted Answer

That's our Removal Only service, from $220. We collect your companion respectfully and care for them while you decide what feels right. Please note: Removal Only includes communal cremation and ashes are not returned — this decision can't be reversed once collection is made.

Question 16

Do you really cremate horses individually?

Accepted Answer

Yes. Every Harbourside horse cremation is fully individual — your horse is the only animal in the chamber. You receive a Signed Certificate of Individual Cremation. We are one of very few providers in NSW who genuinely guarantee this.

Question 17

How much ash will I receive from my horse?

Accepted Answer

It depends on the package: ~1.5 kg in a scatter tube (Open Paddock), approx. 4 kg in our heirloom timber urn, or 6–20 kg full ashes return with the Handcrafted Timber Memorial.

Question 18

Do you handle large or difficult collection sites?

Accepted Answer

Yes. Alby has 30+ years of cremation experience and is equipped for all-terrain and complex access. Steep paddocks, soft ground, narrow access — please tell us when you call and we'll plan accordingly.

Question 19

Can you collect outside of Mid North Coast NSW?

Accepted Answer

Yes. We regularly travel across NSW and into SE Queensland for horse collections. Distance is quoted as part of your individual estimate.

Question 20

Do you offer grief support?

Accepted Answer

Yes. We've put together compassionate grief resources for both companion animals and horses — including free downloadable journals, what-to-do checklists, and a directory of professional Australian support services. See our Grief Support pages.

Question 21

What if my children are very upset?

Accepted Answer

Children grieve differently than adults. Our 'How To Talk To Children About Losing a Pet' guide (free PDF) gives age-by-age guidance for parents. We're also happy to talk with you about what feels right for your family.

Question 22

How do I help my other pets through the loss?

Accepted Answer

Animals grieve too — surviving companions often go off-feed, search the house, or stick close to you. Keep routines steady, offer extra calm, and call your vet if you have any concerns. Our grief resources cover this in more detail.

Question 23

Who is Alby and who runs Harbourside?

Accepted Answer

Harbourside is privately owned and run by Alby and Rachael Koster from the Mid North Coast of NSW. Alby has over 30 years of cremation industry experience and personally handles every collection and cremation. There are no corporate handovers, no third-party facilities.

Question 24

Are you a member of any professional bodies?

Accepted Answer

Yes. We are Safe Harbour Verified and committed to industry-leading standards of dignity, transparency and individual care.

Question 25

How do I know my pet won't be mixed with another?

Accepted Answer

Our SafeHarbour Verified process attaches a numbered stainless steel tag to your companion at collection and keeps a clear record at every stage — before, during, and after cremation. You receive a Signed Certificate of Individual Cremation with their ashes. See our 'Our Promise' page for the full process.

The questions families ask us most.

Getting Started

Collection & Timing

Cremation Process

Packages & Pricing

Horses & Large Animals

Grief & Aftercare

About Harbourside

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