Order Placement & Delivery/Pickup
- 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 airports. *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 shipped?
- 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 available 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 or Japan Post Office (the mail courier) directly to make your request. Although both Sagawa Express and Japan Post Office have 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 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 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.
- Is it credit card payment only?
- For the short term plans it is credit card payment only. For the Long-term, for those who would like to pay by cash please contact us for more information.
- 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
- I have a smartphone that works abroad but can I use it in Japan?
- The smartphone must be SIM-free and compatible with the cellular frequency bands used in Japan.
Please check our device compatibility list for our tested and approved devices. - Do I need to sign a separate contract with a provider?
- No, you will not need to sign a separate contract with a provider.
- How is the coverage in certain areas?
- Please refer to this link for Docomo’s service area.
- Is there a fair usage policy?
- There is no fair usage policy for the 1GB/day and 2GB/day plans. After exceeding the data limit, there will be a capping of 200kbps unlimited data for the remainder of the day. No pay-per-use additional fees will apply. Data top-ups are not available.
Billing/Payments
- How do I make payments?
- Please make all payments via credit card.
- Is it tax free?
- Unfortunately our services are not tax free. All fees on this website exclude VAT (8%).
- Can I rent for a single day?
- Yes.
- Are there refunds if I am not able to use the SIM card?
- Unless use is prevented by a malfunctioning or damaged upon arrival SIM card we do not provide refunds. We do not provide refunds for product incompatibility.
- How much is compensation if I lose the SIM card?
- There is a compensation fee of 3,000 JPY.
Returns/Drop Offs
- Where can I return my SIM card?
- Please send us back your SIM card with the provided return envelope by taking it to the post office or dropping it into a post box. Return envelopes 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 envelope for delivery by 10 AM the morning after the end of your rental period.
- What should I do if I lose the return envelope?
- Please purchase an envelope from the post office and use it to send the SIM card back to us. You may also drop by our office in Azabu-Juban to return the SIM card free of charge.
- Is there a post office or post box at the airport?
- Yes, but please note there will be no post offices or post boxes after the security checkpoint.
- What should I do if I lost the SIM card?
- We will charge you a compensation fee of 3,000 JPY.
- What should I do if I forget to return my SIM card before leaving Japan?
- A compensation fee of 3,000 JPY will occur.
General & Usage
- What SIM sizes are available?
- Nano and micro sizes are available.
- Can I use my device?
- The smartphone must be SIM-free and compatible with the cellular frequency bands used in Japan. Please refer to this link for a list of our tested and approved devices.
- How do I know if my phone is unlocked or SIM-free?
- Please contact your manufacturer.
- Are there any settings required to use the SIM card?
- Yes, you will need to set your APN. Please refer to our APN setup instruction.
- How do I set-up my SIM card?
- We will be sending you an instruction manual with your order. You can also find this manual on our SIM card page, under the setup section.
- I did set-up as instructed, but am unable to use the Internet.
- If signal bars are present on your device, then your device as well as the SIM is working. Please check that your device is not in airplane mode and that mobile data is not turned off in the settings. You may also want to check your APN value and/or try restarting your phone. Please refer below for more details on the APN.
- Can I use the same SIM card in different devices?
- Yes, you will be able to use the same SIM card on different devices as long as the SIM size is the same on each device. Please note that set-up will be necessary.
- Can I make or receive calls?
- Unfortunately, you will not be able to make or receive calls.
- Can I use Skype or LINE?
- Yes, but only for those with a preexisting account. We are not liable for issues with authentication or lost data.
- Can I use iMessage or SMS/MMS?
- You will be able to use iMessage, but you will not be able to use SMS or MMS.
- Can I use the tethering feature on my device?
- Yes, you can use the tethering feature on your device.
- How do I check my data usage?
- To check your data usage, we have a recommended app called “My Data Manager” by Mobidia Technology that you can download from both the App Store and Google Play.
- What is the APN and how do I set the APN on my device?
- The APN (Access Point Name) is the name for the settings (e.g. username, password) that your phone reads to connect to the public Internet. Your APN is probably pre-set to your device by your wireless service provider, and you will need to change the APN to ours in order to connect to our wireless network.
For more details on how to set-up your APN, please refer to our APN setup instruction.
For device specific details, please check with your manufacturer. - What should I do if I lose the SIM before my lease is over?
- Please let us know and we will send you another SIM card as soon as possible, but please note that an activation fee will incur. No compensation fees will be charged.
- Can the SIM card be used outside of Japan?
- No, our SIM cards can only be used in Japan.
