Pocket WiFi Rental FAQ

Order Placement

Can I receive the device on the same day as order placement?: Yes, same-day pick-up as well as same-day delivery to shipping addresses within the 23 wards of Tokyo is available. However, same-day delivery is only available for orders placed before 2PM JST. Please also expect delivery to take up to 3-4 hours. Any orders placed after the 2PM deadline will need to be picked up if the device is desired on the same day. Same-day deliveries cannot be made to airport. *Weekdays Only*
Can the device be delivered to an airport for our collection?: Yes, we provide airport delivery. Devices delivered to Narita, Haneda and Kansai International Airport will be available for pick-up until the last flight arrival. For deliveries to other airports, your device will be available for pick-up at the airport post office. Please check our airport delivery page for more details. Airport delivery orders must be placed 3-4 days in advance, depending on your airport of choice.
Do you ship overseas?: Unfortunately, we do not.
When should I order?: For free shipping and deliveries to Narita, Haneda, and Kansai Airport, orders must be placed at least 3 days prior to the start of your rental period. For deliveries to certain areas of Japan, order placement must be made further in advance. Please refer to our shipping map to see when you should order.
When will my order be delivered?: We will have your order shipped so that it arrives at your shipping address one day prior to the start of your rental period. Same-day deliveries will be delivered within 3-4 hours from order placement.
Is expedited shipping available?: Yes, same-day delivery is possible for an extra fee. (Refer above)
Where can I have my device delivered?: Devices can be delivered to most hotels, offices, and residences. We have made many deliveries to locations such as Osaka, Kyoto, Hokkaido and Hiroshima. If the address provided is undeliverable, we will notify you by email. Devices can also be delivered to certain airports. For more details on airport deliveries, please refer to our airport delivery page. For any deliveries to a location without a concierge, you must be present at the time of delivery. We cannot be responsible for any delays due to insufficient delivery addresses.

Can I change my shipping address after placing my order?: Please contact us via the contact form. For urgent changes, please call us.
Can I forward my package to another address after shipment?: Please refer to your booking invoice for your tracking number and contact Sagawa Express (the mail courier) directly to make your request. Although Sagawa Express has English customer support, if you face any difficulties, please let us know and we would be happy to assist you. Please note that extra shipping fees will apply and will be charged as cash-on-delivery. No changes in address will be accepted for same-day deliveries.
Can I track my order?: Yes, your tracking number will be provided on your booking invoice. Please visit this link after receiving your tracking number to track your order.
When will the device be delivered?: We do our best to have your order delivered one day prior to your desired pick-up date.
Do you accept cash on pick-up?: Unfortunately all order fees must be paid in advance by credit card payment.
Are there any areas within Japan where delivery is not provided?: No, we deliver everywhere in Japan! However, deliveries to Okinawa and small islands will take longer so please book accordingly.
What should I do if I have not received my package by the start of my rental period?: We are very sorry to hear this and would like to apologize for any inconvenience this may have caused. Please contact us and we will do our best to assist you immediately.
The package I have received is damaged or has missing parts?: We are very sorry to hear this and would like to apologize for any inconvenience this may have caused. Please contact us and we will do our best to assist you immediately.
Is there a minimum rental period for the long-term rental plan?: Yes, there is a minimum rental period of 60 days for the long-term plan.
Can I cancel my reservation?: Yes, to cancel, please contact us via email. Please note that cancellations made four or more days prior to your requested pick-up date will be free of charge. However, for cancellations made three days or less before the start of your rental period will incur a 3,000 JPY cancellation fee. (Credit card transaction fees will not be refunded and any difference in exchange rates will not be considered.)

Usage & Coverage

Is there a fair usage policy?: Yes, there is a fair usage policy. For both the short-term and long-term plan, after exceeding the daily limit, there will be a capping of 200kbps unlimited data (refreshes at 0:00 AM). No pay-per-use additional fees will apply.
How much usage can I get out of 1GB?: Please refer to this graph.

Billing/Payments

How do I make payments?: Please make all payments by credit card.
Is it tax free?: Unfortunately our services are not tax free. All fees on this website exclude VAT (10%).
Can I rent for a single day?: Yes.
Are there refunds if I am not able to use the device?: We provide refunds for product malfunctions, but unfortunately refuse refunds for product incompatibility.
How much is compensation if I lose and/or break the device and/or parts?: Please refer here for details.
Why is there no optional add-on insurance policy?: As traveller’s insurance generally covers compensation fees, we believe an add-on insurance policy is not very beneficial to our customers. Please let us know if you would need to file a report to your insurance provider (e.g. credit card company) as we would be happy to provide any necessary documents to do so.

Returns/Drop Offs

Where can I return my rental device?: Please send us back your rental device with the provided return package by taking it to the post office or dropping it into a post box. Return packages can also be dropped off at Lawson convenience stores.
Do I pay for postage?: No, postage is already paid for.
When should I return my device?: Please post the return package for delivery by 10AM the morning after the end of your rental period.
What should I do if I lose the return package?: Please purchase a red “Letter Pack Plus” from the post office and use it to send us your rental device. You may also drop by our office in Azabu Juban to return your device free of charge.
What should I do if I lose the device and/or parts before my lease is over?: First, please contact us. We will charge you for the compensation and provide a replacement immediately. Lost usage opportunities will not be redeemable or refunded. Please refer here for compensation fees. If you would like to make a traveler’s insurance claim, we can provide the documents so feel free to ask!
Is there a post office or post box at the airport?: Usually yes, but please note that there will be no post offices or post boxes after the security checkpoint.
What should I do if I forget to return my rental device before leaving Japan?: Please ship the device back to us within 10 days from the end of your lease or we will have to charge you for compensation of the device and all accompanying parts.

General & Usage

What is a mobile WiFi router?: A mobile hotspot is a device that mimics your home WiFi router and can connect to the internet through 4G/LTE mobile connections. It runs on battery instead of a power line and is connected to the internet over cellular networks instead of land-cables. Our devices utilize the Japanese mobile network.
How many devices can connect simultaneously?: This depends heavily on the usage but for those wanting to use a lot of Internet, we recommend 1 to 2 users per device.
How long does the battery last?: This depends heavily on usage but according to our NEC manufacturer, the battery should survive up to 14 hours of internet use.
How do I recharge the device?: Please use the included cable and adapter to recharge your device.
Are there any required settings for the mobile WiFi router?: No, there are no required settings.
How do I check my data usage?: You can download the free smartphone app Aterm Mobile Tool to check your data usage. A quick instruction manual for using the app will be included with your order.
Do I need to purchase a SIM separately?: No, you will not need to purchase a SIM.
Can I top-up my data usage?: Unfortunately, we do not provide top-up options for our portable WiFi plans.
How is the coverage in certain areas?: Please refer to this link for NTT Docomo’s service area.
Can I extend my rental?: Yes, please contact us.
Can I shorten my rental?: Yes, but we do not provide refunds or reimbursement for any lost usage opportunities.
Can it be used outside of Japan?: No, our devices can only be used in Japan.