When Massey University Companion Animal Hospital recommended a specific cremation provider for Harry, they were initiating a clinical and ethical chain of custody. They vouched for the provider's integrity in the final act of care.
What followed was a horrific collapse of professional standards involving what appeared to be either a complete screw-up, a complete lapse, or a total absence in communications of my requirements by the hospital to the provider, pet cremation company Pet Farewells of Hamilton . . . and/or the total disarray of internal communications within the cremation company itself, along with a refusal to provide the authentication of the remains (after having themselves created significant doubt).
The shameful, unprofessional and quickly terminated communications by Pet Farewells first involved a phone call to collect a "$120 disposal fee" for Harry's ashes (having been told by someone, somewhere, that I "didn't want Harry back" - a nonsensical claim since I was prepared to pay for his body to be taken from Palmerston North to Hamilton for individual (rather than group) cremation. It then morphed quickly into a contradictory email claiming that "Harry is tucked up on (someone's) desk" waiting for me to place an order through the Pet Farewells website.
From 'Disposal' Status to 'Ashes Are on the Desk' Status in the Course of Ten Minutes. Suspicious Much, Anybody?
It then began descending into total degeneration when I asked for some form of verification that the ashes actually were Harry's - since they had gone from "disposed" status to "on the desk" status in the course of approximately 10 minutes.
My suggestion that authentication would be simple by virtue of a photograph of the remnants of the gold cross and chain that Harry had been sent to them with, was met with terse, scientifically impossible metallurgical claims and those regarding the physics of cremation.
Where Was Massey In All This? Their Response: 'Not Our Problem.'
In all of this, Massey University's Companion Animal Veterinary Hospital (the recommender of this cremation company and the despatcher of Harry's precious little body) responded to my cc'ing them in to all the emails with . . .
nothing.
They washed their hands of it with the proficiency that would have been better employed in the proper management of the chain of custody to start with. In other words, a complete institutional refusal by Massey to take responsibility for any part of the patient journey that they initiated . . .despite not only their moral obligation, but also their
legal obligation under the Common Law of Bailment and the Veterinary Council of New Zealand’s Code of Professional Conduct Clause 1.13 I, obligating the hospital to ensure the safe and verifiable return of the patient remains whose transfer they facilitated, recommended, and oversaw.
In fact, if you would like to see just how contemptuously the Massey machine treats those who have paid it many thousands of dollars over the course of their pet's lifetime, and tens of thousands over the course of all their pets' collectively - here's a sample i.e. an audio recording of a more than one-hour phone call I made to follow up all my ignored emails:
AUDIO FILE GOES HERE. Or the transcript of the call, if you would prefer.
LINK TO TRANSCRIPT.
The Pet Farewells Thread – Shifting Narratives and the Authentication Failure
Meanwhile, here are the cold and evasive emails from Pet Farewells. The following timeline captures the exchange between myself and the management of Pet Farewells (Gavin and Lyn Shepherd / Kathy).
From: editor@consumeraffairswriter.com
Sent: Monday, 22 December 2025 4:13 pm
To: 'Lyn Shepherd'
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: 2ND NOTICE: Transfer of Custody Required & Invoice for Same - Jordan Kelly
Attn: Lyn Shepherd / Management
I am writing to formally note that my written instructions regarding the transfer of custody of the item currently held by you (my email as below i.e. sent Friday, 2.21pm) have been ignored to date.
Current Situation:
- I have provided clear instructions on the vessel (Scatter Tube) and the delivery method (Track-&-Trace, Signature-Required Courier to my home address, as below).
- I have requested the final invoice so that I can make immediate payment.
- You have failed to provide that invoice or any indication of intention to act on my instructions.
By refusing to issue the invoice or provide advice of your intention to follow my instructions, you are effectively refusing to release the item.
Action Required: Please email the invoice immediately upon receipt of this email so that payment can be made and the courier booking secured before the holiday shutdown.
To Massey University (CC'd): Please note that despite my readiness to pay and facilitate this logistical step, this provider is refusing to release the item entrusted to them via your hospital.
From: editor@consumeraffairswriter.com
Sent: Friday, 19 December 2025 2:21 pm
To: 'Lyn Shepherd'
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: RE: URGENT: Harry (Owner: Jordan Kelly) - DO NOT DISPOSE + ORDER DETAILS
Attn: Lyn Shepherd / Management:
To ensure the physical security of the remains, I am proceeding with the order as follows:
- Vessel Selection: I require the Scatter Tube.
- Delivery Instruction: Courier strictly with full tracking and SIGNATURE REQUIRED to my home address (address provided)
INSTRUCTION: The courier must NOT leave the package unattended. If no one is home, it must be taken to the local collection point for secure holding.
- Payment: Please reply with the final invoice covering the cremation, the Scatter Tube, and the courier fee so that payment can be made.
- Legal Notice: My payment for these services is made strictly to secure the custody of the remains; whether Harry’s or not. It does not constitute a retraction of my previous correspondence regarding the lack of authentication (the missing gold chain) nor the issues surrounding the other statements made and associated communications, nor does it waive my right to pursue the matter further.
From: Lyn Shepherd
lyn@petfarewells.co.nz
Sent: Tuesday, 16 December 2025 2:46 pm
Correspondence from Pet Farewells with a third party at my end, regarding return options (i.e. their tone was quite different with me, the owner):
The scatterbox has the ashes inside sealed in a paperbag with a double sided tape, the box itself has a tape to keep it shut and we bubblewrap for transport/courier. The scattertube is a sealed unit, that has it’s own lid, we also bubble wrap.
We usually drop to the vets involved when they are ready, but we could courier with owners permission, we would need address to check charges. We obviously can order a courier with signature if going to a home address, not clinic.
Harry is tucked in a cardboard box and bag, the one he was given to me in initially and waiting to go home, let us know the know next move.
Kind Regards, Kathy
From: editor@consumeraffairswriter.com
Sent: Friday, 12 December 2025 12:49 pm
To: 'Lyn Shepherd'
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: RE: URGENT: Harry (Owner: Jordan Kelly) - DO NOT DISPOSE
Mr Shepherd:
I do not accept your position. Your reliance on vague assertions from "other operators" is contradicted by the existence of the global post-cremation metal recycling industry (which recovers gold and titanium from human cremations).
If gold "vanished" as you claim, that industry would not exist.
Your refusal to provide the temperature logs confirms you cannot support your claim with data. Regarding the ashes: Retain them in storage.
You are strictly instructed NOT to dispose of them. I will advise regarding collection in due course.
Note that my instruction to store them is to preserve potential evidence; it is not a confirmation that I accept the contents are authentic.
From: Lyn Shepherd
lyn@petfarewells.co.nz
Sent: Friday, 12 December 2025 12:11 pm
To: editor@consumeraffairswriter.com
Cc: 'vethospital@massey.ac.nz'
Your research is still incorrect, as other human cremator operators will confirm my position.
Don’t email again as I am not interested in further communication.
Advise if you wish Harry’s ashes returned or we will just hold them in storage.
Regards Gavin Shepherd
From:
editor@consumeraffairswriter.com
Sent: Friday, 12 December 2025 12:02 pm
To: Lyn Shepherd
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: RE: URGENT: Harry (Owner: Jordan Kelly) - DO NOT DISPOSE
Re: Gold Survival – The Facts
Mr Shepherd:
I HAVE done my research, and my research indicates as follows:
- Melting Point: Gold melts at 1,064°C. Most pet crematoriums operate between 760°C and 980°C.
- Physics: Even if it did melt, gold is a dense, noble metal. It does not "seep into the bones" or "vanish" into the hearth like water. It puddles. It forms a glob. That is physics.
- Industry Proof: If gold "disappeared" during cremation, the entire global industry of post-cremation metal recycling would not exist.
Therefore, your "science" is invalid.
Unless you can produce time-stamped temperature logs for this specific cremation proving your furnace exceeded 1,064°C, your claim that the gold 'vanished' is physically impossible.
To be clear: My objective is the authentication of the remains. If you cannot demonstrate the gold mass, you cannot prove these ashes are Harry’s.
Jordan Kelly
From: Lyn Shepherd
lyn@petfarewells.co.nz
Sent: Friday, 12 December 2025 9:35 am
To: editor@consumeraffairswriter.com
Cc: 'vethospital@massey.ac.nz'
Hello again
Your assertion regarding gold surviving cremation and being identified post cremation is incorrect.
Gold will melt and seep into the hearth, bedding and the bones.
After cremulation there is no lump of gold to see. There is nothing to send you a picture of.
You can either believe us or not, but feel free to do your research.
Regards Gavin Shepherd
From: editor@consumeraffairswriter.com
Sent: Thursday, 11 December 2025 3:35 pm
To: Lyn Shepherd
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: RE: URGENT: Harry (Owner: Jordan Kelly) - DO NOT DISPOSE
Mr Shepherd:
I am not interested in your deadline or "logging in to pay" until you answer my specific question.
I sent Harry into the cremator with a solid gold chain and cross (inscribed "Mummy" on both sides).
Gold does not disappear in a cremation; it melts or remains.
Please send me a photo of the metal/gold recovered from his chamber.
Once you provide proof that the ashes you have are actually Harry's, I will arrange payment and collection immediately.
Jordan Kelly
From: editor@consumeraffairswriter.com
Sent: Wednesday, 10 December 2025 2:47 pm
To: Lyn Shepherd
lyn@petfarewells.co.nz
Cc: 'vethospital@massey.ac.nz'
Subject: URGENT: Harry (Owner: Jordan Kelly) - DO NOT DISPOSE
OF COURSE I “want Harry back”, with regard to your absolute and defensive statement that “We were told you didn’t want Harry back.” (I quote you word-for-word, noting that I am a journalist of more than 40 years’ experience and know how to hear, retain, and record a direct, verbal statement made to me).
Now, however,
I have NO idea what I will actually receive i.e. after your call to ask me for a $120 “disposal fee” (your opening statement in the call i.e. you clearly were NOT “intending to discuss other options”).
Imagine if a human crematorium made this sort of screw-up (and then lied about it)?
From: Lyn Shepherd
lyn@petfarewells.co.nz
Sent: Tuesday, 9 December 2025 9:28 am
To: editor@consumeraffairswriter.com
Subject: Pet Farewells
Hi Jordan,
Just following up on our phone call, I never got to finish.
I will have the ashes this am on my table for Harry. Harry is waiting here for you to communicate your wishes, he is cremated and safely tucked up.
Massey has said we are dealing with you, not through them.
Jordan Kelly
The International Accreditation Layer – A Breach of Ethics?
Pet Farewells markets itself as a member of the
International Association of Pet Cemeteries & Crematories (IAOPCC).
This membership implies a commitment to a strict Code of Ethics and transparent record-keeping.
However, as noted in the following excerpts and key points from correspondence sent to me by an independent senior consumer affairs advisor (from Consumer New Zealand), Pet Farewells’ conduct appears to be in direct conflict with the very international standards they promote as a key aspect of their accreditation by this "IAOPCC" organisation (also headed by a husband-and-wife team - in the United States, and who are the operators of a multi-generational network of pet crematoria).
LINK TO RELATED ARTICLE.
From: (Consumer Affairs Advisor - Excerpt)
To: Jordan Kelly
Subject: Pet Farewells / IAOPCC
·
The matter is a straightforward Fair Trading Act and Consumer Guarantees Act issue.
·
However, the problem is that, for you, this isn't about money, it is about the return of the remains of a beloved pet.
·
Pet Farewells promotes itself as a member of the International Association Of Pet Cemeteries & Crematories (IAOPCC), that has a specific Code of Ethics.
·
There appears to have been a breach of Point 8 (which requires members to maintain thorough and accurate records of every cremation).
· Unfortunately, it does not seem that the IAOPCC has a complaints process. However, Pet Farewells should be able to show you Harry's burial and cremation records.
The Point:
If Pet Farewells cannot provide the burial and cremation records or the forensic remains of the gold chain, they are failing not just New Zealand consumer law, but also the international ethical standards they use to market their business.
