Frequently Asked Questions
Let us say goodbye and accompany you across the Rainbow Bridge...
Arrangement and selection of cremation services
As a pet owner, the death of a beloved pet is already a great pain, so it is very important to choose a reputable pet hospice service provider. There are many pet hospice service providers on the market, how should we choose a suitable pet hospice service provider so that pets can walk over the Rainbow Bridge with no worries?
How to face the departure of pets?
When your beloved pet passes away, you do not need to rush to find a hospice company to take away the pet’s body. Please bid farewell to them, tell them what you want to say, and cherish your last time with them. You can also discuss with your family how to deal with the pet’s funeral, such as ashes placement and so on. When you are ready, please call the hospice company to arrange the pet’s funeral.
What to do when pet passes away at home?
Please put the pet on a towel and adjust the air-conditioning to 20 degrees to keep the body intact, and call our hotline 34873377.
Information on receiving the pet's remains
We understand that the pet’s departure may be very sudden and will make you at a loss. We hope that we can answer common questions for our guests and eliminate your worries or doubts, so that you can feel at ease.
What is the charge for independent pet cremation?
We will provide a reference for service charges based on the weight of the pet. The fee includes transportation for the remains, basic cleaning and disinfection of the remains, ceremonies, cremation and ceramic urn.
Is your picking up service for the remains available anytime of the day?
Yes, we are available 24 hours a day for picking up and receiving pet remains. There is no additional charge for receiving pet remains from 8 am to 9 pm. If you would like a pick up service from 9 pm to 8 am, there will be a night surcharge for the service.
Do you accept all types of pets?
We will accept cats, dogs, rabbits, hamsters or other types of exotic animals.
What will you do after you've received the remains of my pet?
After receiving the remains, we will perform basic cleaning and disinfection for the body, and keep it in our cold storage.
What payment methods can I choose?
When receiving the remains, you can prepare cash and give it to our driver. We also provide FPS, PAYME and credit card payments.
I wish to hold a cremation ceremony for my pet as soon as possible. Can I hold a cremation on the same day?
Yes, if the host needs to prioritize or arrange to attend the cremation on the same day, an additional administrative fee will be charged, and our company will decide whether the arrangements can be made based on the actual reservation of that day.
My pet passed away at the veterinary clinic, can you receive it in the clinic?
Yes, we can receive your pet’s remains at home or all veterinary clinics in Hong Kong.
How many days can the pet remains be stored at Rainbow Bridge before the cremation?
We provide free cold storage for the remains for ten days. The owner is responsible for handling the pet’s funeral. If the owner keeps the pet in our company for more than 30 days, our company has the right to dispose the pet’s remains or ashes.
Do I have to make a full payment when receiving the remains?
Owners can pay a deposit of HK$500 first, and the balance can be paid on the day of cremation. We accept cash, EPS, Payme, FPS and credit card payments.
Can I change the scheduled cremation date?
If you need to change the time, you must call 3 days in advance. The company will decide whether the arrangements can be made based on the actual reservation.
After calling the hotline, when will the driver come to receive the remains of the pet?
We will send a driver to receive the remains of the pet at your home or veterinary clinic. The driver will usually arrive at the designated place within 2 hours of receiving the notice. The driver will inform you before departure.
In addition to the basic cost, will there be any additional charges?
There will be an extra charge if you would like to accompany your pet for the pick up service using our car, cremation on the same day, scattering of ashes at our memorial garden, and purchasing souvenirs.
We care for and take care of them up to this moment, how can this love just end here ?
Let us say goodbye and accompany you across the Rainbow Bridge...
Arrangements on the day of cremation
Rainbow Bridge pet hospice services are open and transparent, pet owners can participate in the entire cremation process.
How to make an appointment to attend cremation?
The owner must call us 3 days in advance to make an appointment for the cremation date and time. The cremation time available would be 10:00, 12:00, 15:30 and 18:00 every day. If you need to change the date or time, you must call 3 days in advance.
Do I need to arrive early?
We provide plenty of time for you to bid farewell to your pet, you can arrive on time on the day of the cremation.
What should I wear when attending cremation?
Except for individual religious reasons, daily attire would be just fine.
How do I get to the Rainbow Bridge venue on the day my pet is cremated?
On the day of cremation, we will arrange for the driver to pick up and drop off at Kam Sheung Road West Rail Station. You can also come to our company to attend the cremation by yourself, or drive to our company yourself. Please see the following video for the route.
Can my relatives and friends bid farewell to my pet together with me?
No problem! Our “Rainbow Memorial Room” can accommodate 8-12 people, and you can attend your pet’s farewell ceremony with your relatives and friends.
Can I bring my pet’s beloved snacks and clothes as funeral goods for the cremation?
Yes, you can also bring paper products and flowers for your pet’s cremation. Other items are not recommended to be cremated with pets due to environmental issues.
Can the time of mourning be extended? Is there an extra charge?
If you want to extend the time of mourning, please discuss with our staff as soon as possible. Our company will decide whether to make relevant arrangements according to the actual appointment situation.
Can I personally cremate pets by pressing the button during cremation?
Yes, you can do so.
Can I watch the entire cremation process?
Yes, our “Rainbow Memorial Room” has glass windows for watching the cremation process. The memorial room will be reserved for guests attending the cremation until the cremation is completed.
I will not attend the cremation. Can I watch the cremation process?
Yes, we will take photos of the pet’s remains after cleaning and disinfection, and photos of the cremation process will be sent to you. You can arrange to pick up your pet’s ashes, or we can help send the ashes back to your home or to veterinary clinic.
If I cannot collect the ashes on the day of cremation, can I collect it another day?
The ashes can be picked up within a week, please make an appointment first.
Can I purchase extra souvenirs on the day of cremation?
Yes, you can also browse our various pet souvenirs in our online shop in advance.
No commemorative items have been ordered on the day of cremation, can I make up for it in the future?
No problem, as long as you keep part of the hair or ashes.
Handling ashes and souvenirs
Since the ashes after cremation are processed at high temperature, they will not cause public health problems. The ashes after cremation can be taken home by the owner, rent and deposit in niche, or scattered in the Rainbow Memorial Garden.
How can the ashes be handled after cremation?
Our service fee includes providing a ceramic urn, and you can also purchase different styles of urns and souvenirs. On the day of cremation, you can retrieve your pet’s ashes and take it back home.
I do not want to take the ashes home, what can I do?
You can choose to put your pet’s ashes in our mourning hall, or you can personally scatter the ashes in our “Rainbow Memorial Garden”, or let us arrange to dispose of the ashes (collective ashes).
What is the charge for a pet cremation niche?
There are different prices for different sizes of pet cremation niche. Please check with our staff.
Can pet hair, bone fragments or ashes be put in memorial items?
We will store pet hair, bone fragments or ashes of pets according to your requirements for making memorial ornaments.
How long does it take to make memorial ornaments using bone fragments or ashes?
Different memorial ornaments have different production times. For enquiry, please check with our staff.
We care for and take care of them up to this moment, how can this love just end here ?
Let us say goodbye and accompany you across the Rainbow Bridge...
Grief counseling for pets passing away
Many people who have pets have established a deep relationship with their pets. The pets they love have even become an important part of their lives. However, pets will leave one day. as the owner, facing the death of a pet may feel sad, lost, anxious, and even deny the incident. Failure to properly handle stress and negative emotions will lead to long-term emotional distress and affect personal mental health.
When a beloved animal dies, how can the owner deal with the pain of losing them?
Facing the death of a pet, we may undergo self-blame, sadness, and frustration. These are normal emotions. You don’t need to be overly depressed or evasive. You can use your own acceptable speed to recall the time you spent with your pet step by step and encourage yourself. Facing sadness, accept the fact that the pet has passed away. You can try to organize their toys and supplies, write a letter to them, or go back to the park where you usually walk together.
Everyone bears different degrees of grief. You don’t need to over-force yourself, seek support from friends and family members in time to help yourself face grief. You can try to find friends and relatives who have also lost their pets to chat with each other, or through animals to feel the love of pets again.
Books about grief counseling
“Rainbow Bridge” by Director Bao.
Separation of life and death is a lesson that everyone has to go through in their lives. Through graphics and paintings, it aims to heal the pain of the owner’s heart after the death of a pet. Picture book-style sentences, in both Chinese and English, to guide readers through their grief and sorrow. The book can help open up children’s cherishment and love for life, and recognize the correct attitude towards pets.
How can the owner adapt to life without pet in the future?
The owner can express and deal with the sadness first, and it is not suitable to raise new animals immediately with a substitute mentality, and support adoption versus buying. In addition, the owner can also review the personal lifestyle or interpersonal support network, if necessary, expand and strengthen personal social network, and gradually establish a balanced and healthy interpersonal lifestyle. Finally, the owner can re-establish long-held interests, reorganize life goals and continue great love, such as: continuing to care for animals by participating in voluntary work, caring for animal rights, providing animal care and caring for abandoned animals, etc. As a support for fellow owners who are dealing with the same pain, use your own experience to encourage other owners to get out of grief.
Arrangements and preparations for death of older pets
When there is life, there is death. From the moment we are born, we move towards death step by step. The joy of life is easy to understand, yet the unknown of death is difficult to withstand, we should be prepared for every moment. What should pet owners do if the animals are gone someday.
How can pet owners face the fact that their beloved pet will eventually pass away?
Even if we are mentally prepared that pets will leave us eventually, it is difficult to avoid the impact they will bring when they leave. Therefore, we must cherish the time spent with pets, create unlimited memories in a limited time, and always pay attention to their health, spend more time and effort to accompany them, if necessary, you can refer to the ways to deal with pets’ aging.
How to deal with pets getting old?
Birth, growth, sickness and death are necessary stages for every pet. As an owner, it is sad to watch your beloved pets get old, but you also need to cheer up and prepare them for full ageing. Pets have different needs at different ages. Owners should pay close attention to the needs of pets and welcome them to old age. Please read this article How to deal with pet aging.
We care for and take care of them up to this moment, how can this love just end here ?
Let us say goodbye and accompany you across the Rainbow Bridge...
Other frequently asked questions
Still have other questions? Feel free to WHATSAPP us anytime or call us to learn more.
If I choose not to cremate my pet, how else can I dispose the pet's remains?
Owners who do not plan to use the pet hospice service can wrap the pet’s remains in a plastic bag and take it to the garbage collection point under the Food and Environmental Hygiene Department. After the pet’s remains are properly packed, the Food and Environmental Hygiene Department will assist in transporting it to the landfill for safe disposal.
Can I bury my pet by myself?
Burial of the remains is illegal in Hong Kong. According to the “Public Cleansing and Prevention of Nuisances Regulation” Chapter 132 of the law, pet owners who bury their pet‘s remains indiscriminately on the mountainside or outlying islands may violate the law. Offenders may be fined up to HK$25,000 and imprisoned for six months.
What is a green burial?
Green burial is a burial method that allows life to return to nature. It can be divided into “scattering ashes at sea” and “scattering ashes in a garden of remembrance.” “Scattering ashes at sea” refers to the scattering of ashes in the waters of Hong Kong, so that life can return to the sea. “Scattering ashes in the Garden of Remembrance” means that the ashes are scattered into the soil after the remains are cremated. The ashes will provide nutrients for flowers and lawns to grow. Rainbow Bridge Pet Hospice Company provides ashes service in the memorial garden. The owner can scatter the ashes of pets in our memorial garden. If you do not want to place your pet in a cremation niche, you might consider turning the ashes into the nutrient of life, so that the pet can turn into spring mud to protect everything and continue to bloom with a splendid life.
After my pet dies, should I raise a new pet immediately?
Although re-establishing a relationship with a new pet is a way out of grief, please remember that each pet is unique. The new pet will have different personalities and habits. It will not be exactly the same as the pet you lost. The pet passed away will still exist in your heart, and the new pet will give you a different experience and support you to start a new life.
Differences between "independent cremation" and "collective cremation"
The pet cremation service can be divided into “independent cremation” and “collective cremation”.
In “independent cremation”, pets can be independently sent into the cremation furnace for cremation, and they will receive the greatest dignity and respect during the cremation process. The owner can watch the pet cremation process through the large glass window in the memorial room. The cremation time depends on the size of the pet, and it will usually be completed within two hours. You can retrieve your pet’s ashes on the same day.
In “collective cremation”, several pets will be sent to the cremator for cremation at a relatively low price. However, since the bones of several pets will be mixed together during the cremation process, ashes will not be processed independently. After the “collective cremation”, the ashes will be scattered in our memorial garden to let the pets return to nature.
Whether “independent cremation” or “collective cremation”, they are both good ways for completing the funeral of the pet. When considering, the most suitable cremation service can be selected according to economic, religious beliefs, ashes disposal and other conditions.
Previous Customer Reviews
The following are real customer reviews and messages from customers we have served in the past ten years. Our service and reputation can give pet owners 100% peace of mind.
When Barneenee was alive, I provided him the best in every aspect, now that he has passed away, it is time for me to let go. I have decided not to attend the cremation, and the ashes will be placed in your garden as a nourishment for the flowers and plants. I used Rainbow Bridge Pet Cremation Services to help me take him into the second world because I believe they will take good care of him. Please take good care of him, so that he can enter this new stage with dignity and comfort. Please tell him "It's time for your mother to let go, but I will always love you". Thank you.
They were very respectful and professional with their services which I was very grateful for when I was dealing with the sudden loss of my cat. They also gave my cat a heartwarming and comfortable service before cremation and I cannot thank them enough for it, especially in times of need. I miss my bb a lot but I'm glad to have been able to offer her a good end :')
Thank you Rainbow Bridge for taking care of Ding Ding's body. Ding Ding slept peacefully on the bed and it is very comforting for us to see it. The Rainbow Bridge staff are very caring and they kept me informed for the whole process. I also need to thank Rainbow Bridge for understanding my struggle and comfort me before deciding to let go of my pet. Thanks to Rainbow Bridge, Ding Ding can rest in a place full of love and natural atmosphere.
I love my Little Bear so much 🐻. 24/12/2020, He has been with me for 12 years, and one day he has left quietly. I sincerely thank the staff of Rainbow Bridge for picking him up from my home. He is very caring. He arranged a room for my family to say goodbye to him. They've arranged the whole process very well, my little 🐻 sleeps peacefully on the bed, covered by a soft quilt with scented fragrance. Although I am not willing to let go, the process took place on a peacefully on a Christmas Eve, and the staff were very patient and helpful. I'm so grateful. Thank you very much 🙏🏻
I will always remember the happiness that Little Bear brought to our family.
Very professional and considerate company. Treated our pet with dignity and respect and were flexible enough to fit in with my timing requirements. Thank you!
There are three cute little furry dogs kept in Rainbow Bridge, which lessened the sorrow of the visitors . They provide a comfortable and peaceful place for furry kids after their death, it is worth recommending to everyone.
Very efficient and sincere service for relieving sorrow.
The staff are polite and has a good attitude, my pet was cleaned and groomed when I saw it , and they also provide free pick up services to and from West Rail Station to their crematorium.
A few years ago, I've used Rainbow Bridge for Bao Bao & Dou Dou's last journey.
Rainbow Bridge's staff are so professional and attentive💕
The pain of losing a pet were comforted and healed
Until now, they are still super helpful when I seek their help
Super helpful, can be trusted , thank you
recommend! 👍
At the end of February, coffee suddenly passed away in the vet clinic
I did not want to keep it in storage for one week before cremation.
My friend introduced me to Rainbow Bridge Pet Cremation Services. On the second day, they went directly to the clinic to pick Coffee body up and arrange the cremation for me straight away.
I can pick up coffee's remains on the same day.
Thanks to Rainbow Bridge for taking care of our dog Ah Mon, so that he can go to Rainbow Bridge peacefully. The staff are compassionate and loving, They even send a condolence card to me, unexpected.
❤️🧡💛💚💙
Thanks to the Rainbow Bridge, my "sweet potato" was clean and well groomed when walking him through his last stage of life! The staff have a good attitude, they were willing to answer any questions and provide advice. The memorial room and the premise are quiet and clean. Recommended! Thanks 🙏🏻
Rainbow Bridge service is good
They will try to arrange same-day service
The staff are so careful and delicate when taking care of your pet. I was not able to decide which piece of bone cremains for keepsakes, they told me that I could keep all of them. They've picked some teeth, tiny bone piece cremains for me to commemorate at the end.
Neha Rana recommands Rainbow Bridge Pet Cremation Services
"Muk Jup" was cremated today, and he finally went to visit his friends and dad in rainbow bridge ~ You can get together again on the rainbow bridge. you must be very happy. Thank you for Rainbow Bridge staff for arranging everything carefully in every aspect. thank you 🙏
Rainbow Bridge Pet Cremation Service, from picking up my rabbit from the clinic, to the arrangement of the farewell room, the quilt and pillows where the remains of the rabbits are placed, the process of individual cremation and subsequent procedures, transportation arrangements, etc. We can rest assured, and the staff respects all animal remains, treats others politely, and understands our reluctance to let go, giving us enough time to say goodbye.
Many thanks to the staff at Rainbow Bridge😘
From picking up my Dou Dou to arranging cremation and other procedures,
Very efficient and proper.
When I went to the farewell room, I saw the Doudou was placed in a bed with pillows and blanket. The body was very neat and clean, and the hair was neatly groomed, as if it was just asleep, which made my family and I feel full of comfort. While waiting for the cremation process, you can also visit the small zoo next to it. There are some animals and exotic animals, such as owls, foxes, black grass sheep, guinea pigs, and 🐱🐶 are all adopted.
It does not feel commercial, but it just feel kind and friendly ❤️!
Here, I would like to thank the Rainbow Bridge staff again for driving us to and fro West Rail Station, Mr. Luk, the staff in charge of cremation, and picking the ashes 🙇🏻♀️ They helped my Doudou step onto the most beautiful Rainbow Bridge🌈
Thanks to Rainbow Bridge for helping me take care of the body of my beloved daughter "Siu Bak" very well, she looks like she is asleep, and I feels much more comforted during the really sad period 🙏
The staff are very kind, and I feel that they really love and care about animals.
The warmest thing is that one of the staff gently picked up the cremain bones of my furry baby after the cremation with his bare hands, which can make the owner feel comfortable and relieved!
Thank you Rainbow Bridge for properly sending my beloved girl "Siu Bak" off the last trip to Rainbow Bridge 🙏🙏
Do you need more information?
For more detailed information about any of our services, just call us and contact our team. Our hotline will serve you 24 hours a day.