- HOW TO PLACE AN ORDER ON IVIDEO WEBSITE?
Create an iVideo account → Select a data plan → Select pickup method → Set your rental period → Make the payment → Order confirmed
- WHEN WILL I RECEIVE MY PACKAGE AND NEED TO RETURN IT BEFORE THE RENTAL END DATE?
Your order will arrive the pickup location 1 day/business day before your rental start day. For the items that require returning, you will need to return your order before 11:59 p.m. on your rental end day.
- WHEN WILL IVIDEO START CHARGING ME FOR MY RENTAL?
The rental start date you select will be the day iVideo starts charging you for our service.
► Ex. Rental period 1/1 ~ 1/5 → 5-day rental fee
- WHAT ARE THE MINIMUM DAYS TO RENT A POCKET WIFI?
The minimum rental period for a pocket WiFi is 3 days.
- CAN I PLACE A LAST-MINUTE ORDER?
Please note the following deadlines for order placing.
Taiwan
| Taiwan International Airport |
Convenience Stores |
By 10:00 a.m. 2 days before the start date. |
| Pelican(not available for now) |
By 03:00 p.m. 1 day before the start date. |
| WiFi Router Pickup Counter |
By 2:00 p.m. 2 days before the start date. |
| Hotel /Home Delivery |
By 2:00 p.m. 2 days before the start date. |
| iVideo Stores |
By 12:00 p.m. on the day of the start date. |
Japan
| Post Office at Airport |
By 10 a.m. 2 business days before start date. |
*For Hokkaido, Hiroshima, New Chitose Airport, and Fukuoka Airport pickup: Please place the order by 10 a.m. 3 days before start date.
*For Aomori Hokkaido, Chūgoku region, Shikoku, and Kyushu, please place your order before 10 a.m. 3 days in advance. (Due to Winter delivery schedule, customers who choose to pick up at Lawson Stores in Hokkaido between Dec 1 and Mar. 31 will need to place their orders before 10 a.m. 4 days in advance.) |
| LAWSON in (or near) Airports |
By 10 a.m. 2 days before start date. |
| Japan Convenience Stores |
By 10 a.m. 2 days before start date. |
| Hotel / Home Delivery |
By 10 a.m. 2 business days before start date. |
| iVideo Japan Store |
By 10 a.m. 1 business day before start date. |
USA
| Hotel /Home Delivery |
2-day Shipping |
By 10 a.m. 2 business days before start date. |
| Standard Shipping |
By 10 a.m. 2-5 business days before start date (Depends on the destinations). |
- WHERE CAN I RECEIVE THE DEVICE?
We currently offer delivery service in Taiwan, Japan, and USA.
- HOW DO I KNOW IF MY ORDER HAS BEEN PLACED SUCCESSFULLY?
You will receive an order confirmation email after successfully placing an order. You may also go to "Rental History" or "Purchase History" to check the details of your order.
- HOW TO TRACK MY ORDER?
You can track your order by going to "Rental History" or "Purchase History". You will see details and the tracking no. of your order.
- HOW CAN I CHANGE MY RENTAL DATES OR PICKUP LOCATION?
If you want to change your rental dates or pickup location, you need to cancel the whole order, and place a new one. You may cancel your order as long as it has not yet been dispatched.
Go to "My account" → "Rental History" or "Purchase History," select the order, and click delete. The payment for the order you cancelled will be deposited back to your iVideo account, and can be used in your next order (WiFi device order only). It will be shown in your account balance. Please note that the balance cannot be applied on SIM card products.
- IS THERE A DEADLINE FOR CANCELING MY ORDER?
You may cancel your order in "Rental History" as long as the order has not yet been dispatched. No cancellation fee will be applied under this circumstance. However, if you want to cancel your order after the package has been shipped, you will need to contact iVideo customer support. Please note that the shipping fee cannot be refunded for late cancellation.
- CAN I RENT POCKET WIFI OR BUY SIM CARD AT ANY IVIDEO STORE ON THE SPOT?
You will need to place the order on our website first before you go to any of our iVideo stores to pick up the device or SIM card. As we cannot promise there will not be any inventory shortage, we recommend our customers always to place their order online first.
- HOW CAN I PAY FOR MY ORDER?
We currently only offer credit card payment. No cash or check. If you want to pay by debit card, please check with the issuing bank of your debit card to see if it is available for online payments.
- HOW DO I RENT 35 DAYS WHEN I AM ON MONTHLY RENTAL BASIS?
When you place the order, please select "Monthly Rent," and choose 1 month (Monthly rental 1 month is 30 days). Then finish the check out process. After the order has been successfully placed, go to "Extend" under "My Account," add 5 days on your rental period, and proceed to make the payment. (The extra 5 days will be charged in daily rate basis.)
You may go to "My account" → "Rental History" to check the details of your order afterwards.
- WHAT SHOULD I DO IF THERE'S NO STOCK AVAILABLE FOR MY RENTAL PERIOD?
You can click "Email me if product available" so you will be notified when the stock is ready for rent. You can also select different pickup locations to check if there's inventory for your rental period. Occasionally, the time needed for the delivery may also affect the stock availability. For urgent requests, please contact our customer support.
Customer Support
- WHAT ARE INCLUDED IN THE PACKAGE I RECEIVE?
The package will include a WiFi device, pouch, USB cord, charger, and a piece of instruction manual. For certain pickup methods, a prepaid return envelope will also be included.
- WHAT SHOULD I DO IF I DID NOT RECEIVE PICKUP NOTIFICATION EMAIL?
The pickup notification email will be sent approximately 2 days before your rental start date. Sometimes it will be categorized as spam, please remember to check your spam folder as well.
- IF I PLACE AN ORDER BUT DON’T PICK IT UP, CAN I GET MY RENTAL FEE REFUNDED?
Once the package is dispatched, your order will not be refundable. For special circumstances, please contact Customer Support.
- IF I CANNOT PICK UP OR RETURN MY ORDER ON TIME, WHAT SHOULD I DO?
Please contact Customer Support to inform us the situation. In addition, please note that once the package is dispatched, your order will not be refundable, and any late return will result in an extra fee that is charged in daily rental rate basis.
- I FORGET TO RETURN AN ITEM THAT COMES ALONG WITH THE PACKAGE, WHAT SHOULD I DO?
Please send back the item by mail, or return it to the address on your return notification email in person. If you send the item back by mail, please provide the tracking number to our customer support.
You may also choose to compensate for the item. The price will vary depending on the item you did not return. The compensation fee for each item is listed on the product description page.
- WHAT'S THE BILLING METHOD AND CYCLE FOR MONTHLY RENTAL?
The billing cycle for monthly rental is 29 days. You will receive an email about extending your next monthly rental. If we don’t see any return record one day after your rental end date, we will consider that you authorize us to charge you rental fee for next month. You can find specific rental details regarding your order by visiting our website and clicking on the "Rental History" under "Your Account."
If a payment is not successfully settled due to expiration, insufficient funds, or otherwise, we may suspend your access to the WiFi service until we have obtained a valid payment. This may result in a change to your rental renewal date. There will be an additional fee to restore the connection of your device. Note that when the restoring date falls on weekends, you will need to wait until the next business day due to the carrier’s policies. No refund will be provided during the days without internet connection.
- HOW CAN I HAVE THE PAYMENT FOR MY CANCELLED ORDER BE CREDITED BACK TO MY CREDIT CARD?
You will need to contact iVideo Customer Support to request a refund.
>>Customer Support
- WHAT SHOULD I DO IF I FORGOT THE PASSWORD TO MY IVIDEO ACCOUNT?
Click on “I forget my password, please help me” on the login page. Enter your iVideo account username, and then your password will be sent to you by email. Please check your inbox and spam folder 5-10 minutes later to see if you have received it.
If you have forgotten your iVideo account username, please contact our customer support.
>>Customer Support
- WHAT SHOULD I DO IF I WANT TO EDIT THE INFORMATION IN MY IVIDEO ACCOUNT?
There are three places where you can edit your account information under "My Account":
● Edit Member Information → Change basic personal information
● Change Password
● Personal Settings → Change email notification settings
- HOW DO I UNSUBSCRIBE THE NEWSLETTER?
Log in your iVideo account, and click on "Personal Settings". Untick "iVideo newsletter," then click "Setting" on the top of the page.
- HOW TO GET REFERRAL COMMISSION?
If your friends add your email as referrer when they sign up the iVideo membership. You will receive 10% referral commission of their first order. However, if your friends canceled the order, then your commission would be canceled as well.
Also, the referrer email address can’t be modified after membership signup, please be aware of this upon signup.
- HOW MANY RENTAL DAYS DOES MONTHLY RENTAL INCLUDE?
1 month rental includes 30 days and 29 nights.
- HOW TO CHANGE THE CURRENT CREDIT CARD FOR AUTOPAY?
Please contact Customer Support.
- CAN I GET THE INVOICE FOR MY CREDIT CARD PAYMENT?
Please log in your iVideo account to check "Payment & Invoice History" and click "Deposit" to download the invoice for your payment.
- WILL I BE CHARGED IF I RECEIVE OR SEND AN SMS?
Compensation of $43 will be charged. If you send an SMS by a mistake, please contact customer service.