FAQ | RENTAL CELLULAR PHONE FOR JAPAN

Mobile Wi-Fi

Q: Can you get reception anywhere in Japan?: A: Our selection of devices work with the SoftBank 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 ask us in advance.

Mobile Phones

Q: How do I pay for the rental phone?: A: 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 Sim Card, Mobile WiFi will be billed when you return the devices.
Q: I saw that I will be billed for docomo usage fees on the 20th of the month after I return the phone. Is there any way I can get the bill before that?: A: Unfortunately, it takes 5 to 10 days for us to receive a bill from docomo and at least 1 week for us to process.
Q: What is the benefit of the family plan?: A: 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 5 devices and allows unlimited calling 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.
Q: 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?: A: 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 are NO CHARGE between a group of phones.
Q: Will I know my rental's phone number in advance?: A: 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.

General Rental Questions

Q: What should I do if the travel agency is closed when I want to return my rental phone?: A: 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.
Q: How will I be charged if I visit other countries after Japan and before I return to the US?: A: 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.
Q: When will I receive my rental phone?: A: 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.。
Q: If the phone unexpectedly stops working during the rental period, do I have to pay for the entire duration of my reservation?: A: If your device stops working, please notify either the Los Angeles office or support desk immediately. We will stop your charge at that point and you will only be charged up to that point. Please be sure to contact us when this happens NOT after you return from your trip.