Refund

When you return an item, your refund and how your refund is issued may differ depending on the condition of the item or the reason of the return.

Defective Rental Item (Full Refund)

Please note that you must post the rental item in the return envelope we provided within 2 days from the start date.
We issue a full refund after we confirm it is defective.
*Express fee and Insurance fee are non-refundable.

Unavailable (Partial Refund)

In case your device is locked or was not compatible with any frequency band in Japan.
Or your destinations/accommodations are out of internet coverage area.
Please note that you must post the rental item in the return envelope we provided within 2 days from the start date.
We issue a refund, excluding shipping fee and handling fee.
*Express fee and Insurance fee are non-refundable.

Could Not Pickup at Airport (Partial Refund)

You do not want to transfer the rental item after you could not receive it at the airport,
where you set the point to pickup when you order.
In that case, please contact us by e-mail immediately. We issue a refund, excluding shipping fee and handling fee.
Otherwise, we can not issue a refund.

In Case of Partial Refund, Handling and Shipping Fees Will Be Subtracted As Below
ItemFee
SIM card¥990 (¥330 Handling fee + ¥660 Shipping fee)
Pocket WiFi¥2255 (¥1595 Handling fee + ¥660 Shipping fee)
*Express fee and Insurance fee are non-refundable.

Cancellation

Cancel Before Order Shipped (Full Refund)

We issue a full refund for the order before it is shipped. Please contact us by e-mail immediately.
Your e-mail must be sent by 5 days before the rental start date as we ship the item after that.
If you do not contact us in advance, we can not issue a refund.

Cancel After Order Already Shipped (Partial Refund)

We issue a partial refund for the order after it already is shipped as we need to do some procedures to take it back.
If you do not contact us in advance, we can not issue a refund.

In Case of Partial Refund, Handling and Shipping Fees Will Be Subtracted As Below
ItemFee
SIM card¥990 (¥330 Handling fee + ¥660 Shipping fee)
Pocket WiFi¥2255 (¥1595 Handling fee + ¥660 Shipping fee)
*Express fee and Insurance fee are non-refundable.