Contact Us

At Pavlovy, we strive to provide clear, patient, and trustworthy responses to everyone who contacts us.
Whether you're driven by curiosity, pre-purchase hesitation, post-receive product questions, or want to confirm a detail, we welcome your communication at any time.

We understand: Some people contact our toy shop to choose a gift.
Some seek companionship;
Some want to confirm, "Is this soft little guy worth bringing home?"
Whatever your reason, we will treat you with the same seriousness.

📮 Contact Information

Email: pavlovyofficial@hotmail.com

  • Suitable for sending detailed information such as pictures, order screenshots, size comparisons, and explanations of quality issues.
  • Emails will be reviewed and replied to in the order they are received; your content will not be ignored.
  • If you need to add emotional or personal reasons, we will read them with care and respect.

Phone: +86 15206358640

  • Suitable for urgent matters, such as address changes, order errors, courier issues, and urgent gift requests.
  • If no one answers, we will call back during working hours.

Address: No. 66, Lane 118, Jinhua Street, Wuhou District, Chengdu, Sichuan Province

  • This is Pavlovy's operating location.
  • If you need to return or exchange items, or request replacement parts, please confirm the specific return method via email or phone first to avoid incorrect delivery.

🕒 Working & Response Schedule

Working Hours: Monday to Friday 10:00–18:00

Response Time

  • Emails and private messages are usually replied to within 24 hours.
  • Slight delays may occur during peak periods (new product launches, holidays, and logistical congestion), but we will record every message and ensure no user is missed.
  • Phone inquiries will be handled as promptly as possible during working hours; calls made outside working hours will be returned the next day.

🧸 If you have an inquiry, please prepare the following information in advance:

To help us understand your situation more quickly, you can tell us in advance:

  • Series: Bears / Cuddle Bugs / Prehistoric / Birds
  • Size or color
  • Ordering platform and order number
  • Whether the shipping address needs to be changed
  • The problem you want to solve (e.g., shedding, deformation, size comparison, urgent gift need, etc.)
  • If it's for emotional purposes (e.g., as a gift for children, elders, or for self-healing), we will also handle it carefully and provide more suitable suggestions.

🌿 Our commitment to every user

Although we are a toy shop, we always put people and emotions first.

When you contact us:

  • We will read your messages carefully, rather than replying with a template.
  • We'll explain things patiently, without making you feel bothered.
  • We'll understand your needs, not just address the surface issues.

We know that some toys carry meanings such as farewell, remembrance, healing, companionship, childhood compensation, and heartfelt gifts. Therefore, we'll strive to maintain warmth in our communication, avoiding belittling, judgment, and perfunctory approaches.

✨ We're here to help you

Whether you need to confirm if a bear is soft enough, or if a cuddly bug is suitable for a hug, whether you want to surprise a friend, or need a small item to calm your emotions;
You can contact Pavlovy anytime.

We'll do our best to make communication easy, safe, and understandable for you.