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+81-3-3525-8359 (English)

info@en.wifi-rental-store.jp

9:30AM - 6:30PM (Weekdays Only)

5 min from Akihabara Sta.

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FAQ

FAQ

New Customers

1-1 What is the service area?

Just like mobile phones, Wi-Fi routers can be used when they are in the service area.

Y!mobile: available in urban areas & its outskirts.
For details (in Japanese):
http://www.ymobile.jp/area/map/index.html?pref=13&service=4g17&use_service=4g17&device_name=POCKET

Softbank: wider area than Y!mobile.
For details (in Japanese):
http://www.softbank.jp/mobile/network/area/map/?pref=13&device_type=303zt

Au KDDI: similar to Softbank
For details (in Japanese):
http://www13.info-mapping.com/au/map/index.aspx?maptype=lte&code=13

1-2 I don't speak Japanese. Can I rent your router?

No problem!
You will be able to use the Wi-Fi router even if you don't understand Japanese.
There will be a setup guide in English enclosed with the rental device to help you.

If you require further support, you can contact us via email or phone.
We provide English support on weekdays.

1-3 Can I use the Wi-Fi router with a PC or Smartphone I purchased in my home country?

Of course, the Wi-Fi system is a global standard, so you will have no problem using them.

1-4 Does the router come with peripherals?

Yes, one AC adapter and one USB cable will be enclosed with the Wi-Fi router in the rental package.

1-5 Is the Wi-Fi router easy to use?

It is very easy to use:

1. Find the Wi-Fi network
2. Enter the password
3. Done!

The Wi-Fi network name and password are printed on the back of the device.
Our English setup guide will be enclosed too.

1-6 Does the Wi-Fi router continue communicating when they are left on?
  Would it be possible for data to transfer without my noticing?

Yes, it is possible for data to continue transferring when you leave the Wi-Fi device on.
We recommend that you check your data transfer control settings before you start using the device, such as iCloud (for iOS) or automated update (for Windows / Android).

If you are not sure how to do this, please check with customer support of your PC or smartphone.

1-7 Is the Wi-Fi router fully charged when I receive it?

Yes, your device will be fully charged before we deliver it to you.

1-8 Will the Wi-Fi device work without problems?

Yes, every rental package is cleaned and inspected carefully before shipping it to you.

In case you experience any problems, please contact us via email or phone.
Our English-speaking staff will be available to help you during business hours on weekdays.

1-8 How much data can I consume with your data plan?

You can check our Data Usage Guide, then you can decide the best plan for you.

Rental Rates

2-1 What payment methods do you accept?

We accept credit cards only.
Unfortunately, we don't accept debit cards.

2-2 Do you accept credit cards not issued in Japan?

Yes, we do.
We accept JCB, VISA, MasterCard, American Express, and Diners Club.

2-3 Is it safe ordering online using my credit card?

Yes, a trusted collection agency will handle your online credit card payments on our behalf,
using secure methods such as encryption.
We do not store your credit card information.

2-4 Is data communication safe when I am using the rental device?

Yes, we reset all Wi-Fi routers when they are returned, so that no information remains on the device.
However, we recommend that you use a security software or app on your PC or smartphone for added security.

2-5 Do I need to pay data transaction fees?

No, data transactions are included in the rental rate.
However, there is a maximum allowed data volume depending on your selection.

2-6 Are there any additional fees other than the rental fee?

Yes, depending on where you pick up / return, there may be additional fees.
You will be charged 1,080 yen for delivery and return fees.
For airport pick-up, there is a 540 yen surcharge.
If you pick up and/or return at our shop, these fees may be waived.

2-7 Will I be charged for a delivery fee if I pick up at the Akihabara shop?

No, you will be waived the delivery fee.
However, you will be charged for the return postage.

If you return the device at the shop with the return envelope,
you will be refunded 540 yen in cash.

2-8 I'm currently renting a Wi-Fi router, but wish to return it early.
Will I get a refund for the remaining days?

Unfortunately, we cannot refund you for any unused days.
If you are unsure of the exact duration, please try to select the minimum rental period you require,
and extend your rental as needed.

*If you are experiencing unstable communications in service areas, please contact us.

2-9 What are your rental rates for power banks?

Our rental rates for power banks are listed as follows.
The per-day rate become lower with longer rental periods.


Battery Power Bank Rental Rates

* The rental fees for power banks are 50 yen/day.
 For rentals longer than 1 month, 300 yen will be added every month after the 1st month.

2 Days      100 Yen
3 Days      150 Yen
4 Days      200 Yen
5 Days      250 Yen
6 Days      300 Yen
7 Days      350 Yen
8 Days      400 Yen
9 Days      450 Yen
10 Days     500 Yen
11 Days     550 Yen
12 Days     600 Yen
13 Days     650 Yen
14 Days     700 Yen
1 Month Pack   750 Yen
2 Months Pack  1,050 Yen
3 Months Pack  1,350 Yen
4 Months Pack  1,650 Yen
5 Months Pack  1,950 Yen
6 Months Pack  2,250 Yen

2-10 If I were to extend the rental period, will I need to apply for insurance again?

No, the insurance is valid until you return the device.
* Please note that the insurance is only valid until it is used once.

2-11 What is the airport handling fee?

There is an airport handling fee of 540 yen per order for airport pickup,
in addition to the round-trip postage of 1,080 yen.

2-12 Do you charge extra postage if I order more than 1 unit?

There is no additional postage for up to 4 units.
If you rent 5 or more devices, then an additional 1,080 yen will be required for postage.

2-13 Can I have a receipt?

Yes. Please request for a receipt in the Remarks section on the order form.

Procedure & Conditions

3-1 Is there a limit to how much data I can use?

Yes, there is a monthly limit, but it differs depending on the carrier of the device you rent.

Y!mobile: 10GB / month (Communication speed will slow down once you exceed your limit)
Softbank: 30 GB / month (Communication speed will slow down once you exceed your limit)
au KDDI: 100 GB / month (Communication will stop once you exceed your limit)

3-2 How do I select my rental period?

Please choose your rental period, with the following in mind:

Start Date: The first day you would like to use your device.
    (The arrival date of Wi-Fi router is the start date for the rental period.)

* If you choose to have it delivered to your hotel or other accommodation, it will be delivered by noon.
 Please select a start date one day earlier if you would like to start using it from the morning.


End Date: The last full day you intend to use your device.
    (You will need to post it by 8AM the next day.)

* If you are unsure of your rental period, you may take advantage of our Rental Extension.
 Choose an End Date that you are comfortable with, and later, apply for an extension.

3-3 How many days can I use the 1 month rental package?

1 month is calculated as 31 days.

3-4 Can I return the Wi-Fi router a week before my rental period is expired?

Yes, you may return the device any time during your rental period.
However, there are no refunds for unused days.

3-5 Can I extend my rental period?

Yes, you can apply online with Rental Extension to extend your rental period.

The extension period will start from one day after the end date of the original rental period,
so you will have uninterrupted use.

3-6 Can I cancel my order?

Yes, but you must cancel your order before it is shipped.
You will be refunded fully if you cancel before the device is shipped.

If the device is in transit, then we will charge you for some costs, such as delivery costs.
We unfortunately cannot accept cancellations once you receive the device.

3-7 Can I change my order?

Yes, but you must change your order before it is shipped.

Please contact us via email (info@en.wifi-rental-store.jp) for your change,
along with your order number.

3-8 Can I select the delivery time?

Yes, you can select from the following delivery time zones:

- Before Noon
- 12 PM to 2 PM
- 2 PM to 4 PM
- 4 PM to 6 PM
- 6 PM to 8 PM
- 8 PM to 9 PM

* The earliest delivery time zone differs by delivery area.
 For more information, please check the following link:
http://en.wifi-rental-store.jp/delivery.html

3-9 I'm in a rush. How soon can I receive the Wi-Fi router?

If you place your order by 5PM, your order will be shipped the same day.
The earliest delivery date will be the next day, depending on the location.

* The earliest delivery date and time differs by delivery area.
 For more information, please check the following link:
http://en.wifi-rental-store.jp/delivery.html

* For airport pickup, please order in advance.
 For more information, please check the following link:
http://en.wifi-rental-store.jp/receive.html#scl_airports

You can also visit our store.
However, it is recommended that you order in advance to prevent waiting,
as well as make sure that there is a device available for you.

3-10 Can I rent more than one Wi-Fi device?

Yes, you can order as many as you need.

There is no limit on the number you can rent, but may decline your order if we are out of stock.
* An order will require the same delivery location.
 If you require different delivery locations, please place a separate order.

3-11 Can you deliver the Wi-Fi router to my hotel?

Yes, we can deliver your Wi-Fi router to your hotel reception.
Please enter the hotel name, address and your name as the recipient name when you place your order.

*The recipient name must match your hotel reservation name.

3-12 Can you deliver the Wi-Fi router to my friend's home?

Yes, simply enter your friend's name alongside their address on the order form,
and enter your name as the recipient.

e.g.)

To Mr. John Smith
c/o Mr. Taro Yamada

1-5 KS bldg 2F,
Kandasudacho, Chiyoda-ku, Tokyo
101-0041

3-13 Can I receive the Wi-Fi router at the airport?

Yes, we deliver to airports.

Just specify the pickup location convenient for you,
either the airport post office or delivery counter when you place your order.

For more details, please click here .

3-14 To return the Wi-Fi router, can I send it from any postbox?

Yes, you can send it from any postbox in Japan.

3-15 Can I return the Wi-Fi router on a Sunday?

Yes, you can return your rental device any day of the week, and on holidays too.

3-16 Are there postboxes at the airport?

Yes, every airport in Japan has postboxes.

* Important!
There are no postboxes after passing the security check.
Please make sure that you return your rental device before passing through security check.

3-17 Can I receive confirmation when the Wi-Fi router is returned?

Yes, we will send you a confirmation email within one week of receiving the return package.

3-18 Is there anything I should be careful of, for airport pickup?

Your identification will be verified with your passport at the counter.

* The recipient name must match the name on your passport.

Please make sure that you enter your name when ordering,
exactly as it appears in your passport.

3-19 How can I check my data usage?

It differs by device:

Y!mobile:
Please email or call with your router number (YMxx or EMxx),
and we will get back to you with the most recent information.

Softbank:
The total data usage is displayed on device screen.

au KDDI:
Please email or call with your router number (auxx),
and we will get back to you with the most recent information.


3-20 What is covered in the insurance?

The insurance will cover repair costs in the event the rental product is damaged,
including those caused by negligence.
If you lose an item, at least two-thirds of the replacement cost will be waived.

* Insurance is valid only once during a rental period.

3-21 I want to rent my device for just a little over a month. How can I do this?

You can combine rental packs.

e.g.) 1 month pack + 2 days for 33 days (1 month = 31 days).

* When you place your order, please note the following question:

[Would you like to use one unit continuously?]
- Yes, only one unit
- No, multiple units at the same time

Please select the answer [Yes, only one unit].

Troubleshooting

4-1 I can't find any signal from the Wi-Fi router. What's wrong?

If you leave the device on without using the Internet for some time,
it will go into sleep mode to save battery life.
Simply follow the following steps to wake your device:

Y!mobile & au KDDI:
Hold the power button for 1 second.

Softbank:
Press the lock button to unlock, and touch the screen.

4-2 The device won't turn on. What should I do?

Try to charge the battery for at least half an hour.
It may take a while to activate when the battery is empty.

4-3 The data transfer became very slow. What's wrong?

If you exceed the limit on your data plan, data transfer can slow down or stop, depending on the carrier.

Y!mobile & Softbank:
Slow data transfer.

au KDDI:
No data transfer.

Data transfer speeds will recover the following calendar month.
However, if you would like faster speeds,
please place an order for another device until the end of the month.

* There are no charges for data exceeding the limit.

====How to check your Data Usage====================================

Y!mobile:
Please email or call with your router number (Ymxx or EMxx),
and we will get back to you with the most recent information.

Softbank:
The total data usage is displayed on device screen.

au KDDI:
Please email or call with your router number (auxx),
and we will get back to you with the most recent information.

4-4 There seems to be a problem with the device. What should I do?

Step 1: Check the FAQ above.

Step 2: Try resetting the device.

 ====How to reset================================================

 - Y!mobile

   1.Slide open the back cover.

   2.Hold the reset button for 10 seconds while checking the display.
    * The reset button is red, located at the back bottom of the device.

   3.When reset is complete, you will see [EM] on the display.

   After reboot, please check the device to see if it is working now.


 - Softbank

   1.Press the LOCK button and turn the display on.
    * The LOCK button is on the top side of the device

   2.Touch the LOCK icon to unlock the screen.

   3.Select SETTINGS.

   4.Select RESET, at the bottom of the menu.

   5.Press YES to confirm.

   After reboot, please check the device to see if it is working now.

   To set the language to English,
   select settings (the gear mark) on the screen and scroll down to the end.

   The language setting is the third from the bottom showing "言語設定".


 - au KDDI

   1.Please hold the RESET button for 10 seconds when the device is on.
    (The RESET button is on the top side of the device)

   2.When the display shows "ALL RESET", reset is completed.

   After reboot, please check the device to see if it is working now.

 ================================================================

Step 3: Try removing the battery, then placing it back.
* This cannot be done for au KDDI devices.

Step 4: Contact us
Please email or call us if none of the above seems to address your problem.

4-5 I'm expecting an email from you, but haven't received anything. Why?

Please check your email junk box.

If you don't find it there, try setting your email software preference to accept our email,
then re-send your message again.

4-6 I think I might have broken the Wi-Fi router. What should I do?

Please contact us immediately to let us know.
We can arrange for a replacement device, if necessary.

If the router is broken, you will be charged for the repair fees.
However, if the device is beyond repair,
you will be charged the full price of the router (34,560 yen).

To avoid such risks, we recommend you to sign up for insurance,
which will cover all repair fees.

* If you were at fault for the damage, and requested for a replacement,
 an additional delivery & return fee of 1,080 yen and replacement fee of 540 yen will be required.

4-7 I lost the Wi-Fi router. What should I do?

Please contact us immediately to let us know.
We can arrange for a replacement device, if necessary.

If you lose the router or attachments, you will be charged the full price.
-Wi-Fi router: 34,560 yen
-AC adapter: 2,916 yen
-USB cable: 1,080 yen

To avoid such risks, we recommend you to sign up for insurance,
which will cover at least two-thirds of the replacement charge.

If you request for a replacement,
a delivery fee of 540 yen and replacement fee of 540 yen will be required.

Store Information

5-1 Is your store open on weekends?

Our store is closed on weekends and public holidays.

- It is possible to pick up rental items at our store on weekends or holidays.
 However, we have limited service, and only Japanese-speaking staff will be available.
- To pick up your rental items at our store, you should place your order before visiting us.
- Orders received during weekends or holidays are sent out the same day.
 (Our order processing office is open 7 days a week.)
- We will do our best to respond to your inquires quickly,
 by the following business day at the latest.
- If you require faster service on weekends, please check our Japanese website
 (http://www.rental-store.jp/)

5-2 Can I order directly at your store?

Yes, it is possible.

However, we recommend that you order online in advance to have a device ready for you to pick up.
Please note that we accept credit card payments only.