Contact Us
Sichuan Xinyuan Technology Co., Ltd.
For Pavlert product questions and order support, contact us using the details below.
Email: service@pavlert.com
Business address: No. 1, Annex to No. 488 Fuqiang Road, Jianzhu Street, Jianzhu Miao Ethnic Township, Gulin County, Luzhou, Sichuan, China
How Can We Help?
Product and Fit Questions
Send the product name or link and explain what you need to know about capacity, dimensions, compartments, materials, adjustment features, or included accessories.
For fit questions, include relevant measurements and the items you plan to carry. We can explain available product details, but photographs or litre capacity alone do not establish fit or load suitability.
Order and Delivery Support
Include your order number, the email address used at checkout, and a brief description of the issue. Include tracking details where relevant.
Changes and Cancellations
Email us promptly if you need to correct an address, change an item, or cancel an order. We will check whether the request can be accommodated based on the processing status.
A change or cancellation is only confirmed once our support team acknowledges it. Changes may no longer be possible after dispatch.
Returns and Product Issues
Review our Returns & Refunds Policy and contact us before sending an item back.
If an item arrives damaged, incomplete, or incorrect, include your order number and clear photos of the backpack, affected area, label, supplied accessories, and packaging where possible.
If a strap, seam, buckle, or other component appears defective, stop using the affected pack and contact us before attempting repairs or alterations.
Do not send returns to the business address above unless our support team specifically instructs you to do so.
Customer Support
Support hours are Monday–Friday, 9:00 a.m.–6:00 p.m., China Standard Time (UTC+8), excluding public holidays. We aim to respond within 1–3 business days.
Please do not email passwords, full payment card numbers, or payment security codes.