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Frequently Asked Questions (FAQ) (excl. bike rentals)

Shipping

When will my rental item arrive?
If you stay in Tokyo 23 wards, place your order between 9am and 4pm on Mon-Sat, your rental item will arrive in 3 hours. Check our earliest delivery date and time for each area.

Do I need to pay twice for shipping costs if I order two items?
The shipping rate of 1,080 JPY can send up to four SIM cards. Except SIM Cards, you need to pay 1,080 JPY for each item you rent.

Can I pick up my rental items at Airports in Japan when I arrive there?
Yes. The rental items can be left with the post office in airport to wait for your pick-up. But you need to pick up during the business hour of each post office. Check address and business hour of each post office in airport.

If I use Airbnb and do not have an accessible mailbox to receive the rental item, can I pick up my rental item at the local post office?
Yes. We can send your rental item to your local post office for you to pick up. Please contact us, we will let you know the nearest post office for you.

How do I return rental items?
You can return the rental item anywhere in Japan. Use the return shipping bag provided by us with rental items. Put rental items into the bag and drop the bag into any post box in Japan by 8am the next day of end date.

Rental Items

How large is the network coverage area of rental items?
The network coverage area is Japan nationwide. Covers around 100% of the population in Japan.

What will happen if I go over data-throttling limits? Will I be charged any additional fees?
If you reached the data-throttling limit, the data speed would get slower until next 8AM. The network access will not be suspended and you will not be charged any additional fees.

What is the size of SIM card?
All the SIM cards are nano size. We will include SIM card adapters for you to change the SIM card to Micro or Standard size if necessary.

How long does the battery of Mobile Wi-Fi (Mobile Hotspot) last per charge?
The battery of our Mobile Wi-Fi (Mobile Hotspot) can last more than 13 hours per charge.

Can I download applications in the smartphone during my rental period?
Yes. You can download any applications you want in the smartphone. You can also factory reset the smartphone before you return it to us.

Rental Terms

How much do I have to pay if I lost the rental item?
You will be asked to pay the following amount if you lost the rental item.

How long is the minimum rental period?
The minimum rental period is three days.

When does the rental period start?
The rental period starts from the delivery date when the rental item arrived at your designated address or hotel.

Can I change the rental end date?
The rental end date would be designated by you when ordering and you can extend the end date as many times as desired by calling or e-mailing us in advance.

Cancellation

Can I cancel my order?
Please contact us via email to cancel your order. Your order will be shipped 2 or 3 days before the rental start date. If you cancel your order before the shipment, no fees will be charged.

Payment

What forms of payment can I use?
All purchases must be made using credit card or debit card of one of the following: Visa, MasterCard, American Express.

Can I receive a detailed invoice after my rental?
Yes. We will send you a detailed invoice via email. You can find the rental fees, shipping rates, and if any, calling rates and SMS rates in the invoice. Sample Invoice