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I saw that I will be billed for usage fees on the 20th of the month after I return the phone. Is there any way I can get the bill before that?

Unfortunately, it takes 5 to 10 days for us to receive a bill from docomo and at least 1 week for us to process. If necessary, we can expedite our internal process and deliver your final bill earlier than the 20th by a few days.

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What is the benefit of the family plan?

When you rent two or more devices during the same period, you have the option to take advantage of our unique "family plan". The family plan can apply to up to 10 devices and allows unlimited calling and e-mail between these devices on any day or time. Just select the "Family Plan" option on checkout. Note: The family plan does not apply to SMS text messages.

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How do I call a Japanese mobile phone from the USA?

Japanese mobile phone numbers are 11 digits and begin with 080 or 090. Dial a Japanese mobile phone as follows: 01181-80-XXXX-XXXX or 01181-90-XXXX-XXXX 011 is the international calling prefix. 81 is the country code for Japan. You can call using this method from either a US mobile phone or from a land line.

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How much does it cost to send one e-mail?

It depends on how you set up your e-mail, but a simple text e-mail around 200 characters costs $0.05. If you attach files like MS Word documents or photos, the costs are much higher. If you plan on sending attachments often, we recommend purchasing an unlimited data plan.

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How do I add contacts to the device's phone book?

First, type in the phone number. Japanese numbers should be input with a 0 before the first digit as so: 090-XXXX-XXXX. International numbers should first start with 0063, followed by the country code (for the US, enter 1), and then the 10 digit phone number. After inputting the number, press "Save" [登録] then "Name" [名前], and enter in the appropriate information.

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What should I do if the travel agency is closed when I want to return my rental phone?

You can call us (we're open 7 days a week) and bring the phone to our office. If you live far away, let us know about your situation and we will accommodate you as best we can.

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If my flight arrives in Japan at midnight, can I push the start of my rental plan to the next day?

We will calculate the start date for your rental service automatically based on your flight information. The rental periods are counted in days and begins on the day your flight arrives. If you arrive before midnight, your rental period will begin on that same day. We ask for your understanding in this case. If your flight arrives after midnight, your rental period will begin on the new day which started at 12:00AM (00:00 on the 24-hour clock).

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How will I be charged if I visit other countries after Japan and before I return to the US?

Please call us before you make your reservation to verify your itinerary. If you travel during off-peak seasons, we can accommodate you by not charging rental fees when you are not in Japan. We cannot accommodate these requests during peak travel seasons.

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I got a lot of junk mail, but will I be charged for them?

You won't pay for incoming junk mail. You get up to 20 transactions free, so junk mail is usually not a problem. However, if you receive excessive junk mail, please call us and we will change the e-mail address on the phone.

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I'm on the fence about purchasing an unlimited data plan.

If you want to take advantage of the advanced functions of a smartphone, we definitely recommend the unlimited data plan. However, if you will only be using simple text-based e-mail, you can do without an unlimited data plan. If you will be downloading photos or videos, using the internet heavily, or e-mailing business documents, the unlimited data plan is by far more economical.

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How much will I be charged if I break my rental phone?

The replacement price of a device depends on the model and how old the device is, but most devices are in the range of MAXIMUM $1000. Replacement costs are applied when breakage occurs from accidents such as wetting or dropping, as well as in the cases when the devices are lost or stolen. Decrease the financial impact from these unplanned events by purchasing an insurance plan at $1 per day. Note: The insurance plan does not apply to iPad.

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Can I choose the exact color and phone type I see on the website?

Although we will gladly accept any request for a specific model and color, it depends on the availability of devices in our inventory. We will do our best within our means to accommodate you.

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I don't know much about WiFi and 3G on iPad.

There are things you can do with the iPad that may or may not require being connected to the internet. Actions that do not require internet connection are viewing photos and videos, playing music, and opening documents already saved on the device. Actions that require internet connection are checking e-mail, searching for information on Google, and accessing streamed media such as videos on YouTube.

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Will I know my rental's phone number in advance?

Yes, we could give you your phone number at least 3 days in advance of your trip. If you need your number ahead of time, feel free to call us.

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When will I receive my rental phone?

We can deliver your phone to you at least two days before your trip. However, please do not wait until the last minute to book your reservation as fees may be incurred to expedite your request.

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Can I choose the color and model of my rental phone?

Normally, we would choose the best device available within the device type that you request. If you have a strong preference for a particular color or model, please let us know as early as you can in the process so that we may accommodate your request.

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What are the different ways I can return my rental phone?

You can return the phone to your nearest participating travel agency, or nearest participating cell phone store, or mail it to us. We calculate your rental costs based on the understanding that the rental device will be returned to us (or postmarked if mailing) by 1 day after you return from your trip. A late fee will be assessed after 1 day after your arrival back in the States for every day the rented device is not returned. If you used our transportation partner, Elephant Tour, for your taxi service, you can return the phone to the driver. By returning the phone to the driver, you can save a day off your rental costs.

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If I have problems with my device while in Japan, do you have a local contact there?

Yes, we do. Our toll-free Japan service desk is open from 6AM to 6PM every day (we will give you the service desk's phone number at the time you book your rental device). You can call this number for any questions you might have including instructions on how to use your rental device. If your phone malfunctions while you are in Japan, we will immediate send you a replacement unit.

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Can you get reception anywhere in Japan?

Our selection of devices work with the NTT DOCOMO network and the E-Mobile network, which covers all of Japan. There may be some instances where you may have bad reception, such as when walking deep underground or particular sections of the subway. If you have concerns about reception in particular location, please call us.

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I'd like to rent a few phones for my family, but do you have a discount plan?

We have a unique Family Plan that no other company offers. When you rent two or more mobile phones or smartphones, you get free calling and e-mailing between these phones (between up to 10 phones). This can add up to huge savings. The Family Plan does not apply to other devices that are not mobile phones or smartphones.。

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How do I pay for the rental?

First, you will pay for the base rental costs and any insurance for your devices when you make your reservation. Then, you will be automatically billed on your credit card for usage fees sometime on the 15th to 20th of the month after you return. Flat rental fee devices such as USB WiFi Sticks, Mobile WiFi, and iPad will be billed when you return the devices.

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Would I be able to receive my phone by mail in advance of my trip?

If we don't have a shortage of devices, we can mail you your rental devices up to 5 days in advance if your trip. Please specify your request when you make your reservation.

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If the phone unexpectedly stops working during the rental period, do I have to pay for the entire duration of my reservation?

If your phone stops working, please notify either the Los Angeles office or Tokyo office immediately. We will stop your account at that point and you will only be charged up to that point. Please be sure to contact us if this happens, as we cannot apply stops to your account if you tell us about the malfunction after you return from your trip.

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I'd like to rent two phones on the family plan, but our trips start 10 days apart. Can we still take advantage of the family plan?

You can take advantage of our unique family plan while your stays in Japan overlap. We are the only company to offer this type of plan where all calls and e-mail are free between a group of phones.

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If my rental phone breaks because I accidentally dropped it or immersed it in water, do I have to pay for the entire reserved rental period and the cost of the phone?

We can place a stop to your rental as soon as you report the device malfunction to us. You will only have to pay the rental fee up to that point. Device replacement costs are separate. If you purchased rental insurance, you will only pay $120 to replace a phone. Without insurance, you will have to pay for the replacement value of your rental phone (MAXIMUM $1000). iPads are not covered by insurance and you must pay the full replacement value if lost or damaged.

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If I want to rent a mobile phone for a last-second trip to Japan, may I pick up the phone at the airport?

You can pick up your phone at LAX for a fee of $55. Our staff will deliver the phone to you at your airline's check-in counter.

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Since I'll be renting a phone for business purposes, I'd like to expense the costs associated with the rental as soon as I return to the States. Can I get an itemized receipt by the end of the month?

Unfortunately, no. Since service provider NTT DOCOMO only releases billing at month's end, the earliest we can provide you with an invoice is in the middle of the next month.

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I use Facebook, Skype, and Twitter heavily. Are these applications pre-installed in the phones?

Yes. All our rental smartphones have Facebook, Skype, and Twitter pre-installed. Just start your desired application and enter your username and password to get going.

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I'd like to use Viber and Line, but are those applications pre-installed in the phones?

No. Unlike Facebook, Skype, and Twitter, which require you to login every time, Viber and Line remember your login info and are therefore not safe for rental devices. You can, however, install these programs on your own by clicking on the "market" icon.

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Bonaventure Rental
404 S. Figueroa St., Suite 506 Los Angeles, CA 90071
Tel: 213-624-2496  Fax:213-624-2494
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