Our Process

At Radiant Heart, we utilize a strict chain-of-custody process to ensure that you receive your pet’s (and only your pet’s) cremated remains and memorials. The process is slightly different based on where we take custody of your pet (your home, a veterinary clinic, animal shelter or our facility).  Here is our procedure for picking up a pet from a veterinary service provider (VSP) clinic:

1) A VSP staff member provides you with an informational flyer to take home.

2) A VSP staff member selects a numbered steel ID tag for your pet and prints a form with your contact information, information about your pet, and basic information about your order including whether you would like your pet’s cremains returned to you.

3) Your pet’s body is placed into a pet cadaver bag. The cadaver bag is closed with a zip tie that is threaded through your pet’s steel ID tag and a clear sleeve with your pet’s paperwork.

4) When your pet is ready for pick up, a VSP staff member contacts Radiant Heart.

5) When we pick up your pet, your pet’s body (in the cadaver bag) will be covered with a soft blanket for additional discretion. Your pet’s body is then respectfully carried by hand (or transported via a Ferno Mini-Cot or stretcher) to our vehicle. Your pet’s body is then driven to our facility where it is checked-in for after-care services.

6) During our check-in process, we remove the paperwork provided by the VSP and:

• weigh your pet and record the weight.
• open the cadaver bag to record/confirm your pet’s description.
• double-check the ID tag number against the VSP’s paperwork.
• zip-tie your pet’s ID tag to one of their back legs.
• moisturize your pet’s nose and front right paw in case you order ink prints.
• re-seal the cadaver bag with a zip-tie.
• place a label on the outside of the cadaver bag noting:  ID#, your pet’s name and date.
• place the paperwork with notes into a file folder for “NEW – Call Client.”
• transfer your pet’s body into our Cool Room (a special insulated room that stays at 40 degrees Fahrenheit) for safe-keeping.

7) Within one business day of receiving your pet at Radiant Heart, one of our staff members will contact you to confirm your order.

8) If you are not ready to confirm your order, that’s OK — you may take up to several days to decide what type of cremation you would prefer and if you would like any additional services or memorials.

9) Once your order is confirmed, it is typed into QuickBooks. The order is printed, and items to be completed in-house prior to the cremation are highlighted in green.

10) The printed order is placed into a “FINAL REVIEW” folder where it is double-checked and initialed by a staff member before going onto the appropriate board (Clay/Mold/Cast, Ink/Fur or Ready to Cremate)

11) Any memorials that are created in-house including (but not limited to) clay prints, ink prints, fur clippings, fur capture and mold/cast items are completed, and each completed item is marked with your pet’s id number. The line item on the printed order is checked as complete and initialed by the staff member who created the memorial.  When all memorials are complete, the paperwork is moved to the Ready to Cremate board.

12) The cremation facilitator organizes the pets who are ready to be cremated by date and size and proceeds with the cremation.
Cremation is the process of reducing a body to bone. Although cremains are commonly called “ashes,” cremated remains are simply bone fragments.

13) For returned cremains, we offer two types of on-site cremation:  eco-friendly water cremation and flame cremation.

14) We also offer communal cremation.

15) When the cremains are ready, they are placed into the appropriate urn.  The urn and all memorials are placed into an attractive after-care package box.

16) If your VSP has elected to have you pick up your pet’s after-care package from our facility, then one of our staff members will contact you to confirm that your pet’s after-care package is ready.  Otherwise, we will return your pet’s completed after-care package to the VSP’s facility and a VSP staff member will contact you.