FAQ

• HOW SHOULD I SET UP A PICKUP AND RETURN DATE?

  Your order will arrive at the pickup location 1 day before your rental start day.
  You have to return your order before 11:59 p.m. on your rental end day.

• HOW DO I PICK UP / RETURN MY DEVICE?

  Japan	Pickup	Return
  Airport	Post Office	Any post office or red postbox in Japan
  	Lawson
  Home /Hotel Delivery	Home, Office, Hotel
  Convenience Stores	Lawson
  iVideo Asakusa Store	iVideo Asakusa Store	iVideo Asakusa Store

• HOW FAR IN ADVANCE SHOULD I PLACE MY ORDER?

  Post Office at Airport	By 10 AM 2 business days before the start date.	*For Hokkaido, Hiroshima, New Chitose Airport, and Fukuoka Airport pickup: Please place the order before 10 a.m. 3 days from the start date. *For Aomori Hokkaido, Chūgoku region, Shikoku, and Kyushu, please place your order before 10 a.m. 3 days in advance. (Due to the 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 AM 2 days before the start date.
  Japan Convenience Stores	By 10 AM 2 days before the start date.
  Hotel / Home Delivery	By 10 AM 2 business days before the start date.
  iVideo Asakusa Store	By 10 AM 1 business day before the start date.

• WHERE CAN YOU SHIP THE DEVICE TO?

  Currently, we offer delivery services in Taiwan, Japan, and USA.
  All Global WiFi items can be picked up in Taiwan, Japan, and the USA.

  For home/hotel delivery, it is not available in Kagoshima and Okinawa.
  For pickup at convenience stores, you can pick up your device at any Lawson store in Japan except for the store in Okinawa.

• IS THERE AN ADDITIONAL SHIPPING FEE FOR RESIDENTIAL DELIVERY?

  Click here to check the shipping fee for any pickup method in Japan except for iVideo store pickup, which is free of charge.

• DOES THE SHIPPING FEE INCLUDE RETURN SHIPPING?

  Delivery and return service are included in the shipping fee. A prepaid shipping envelope will be shipped with your device. If the return envelope is lost, you can buy Letter Pack lite for ¥430 in Lawson convenience stores, and the post office in Japan. If you rent 2 or more routers, please buy Letter Pack Plus ¥600.

• HOW TO SELECT A LAWSON CONVENIENCE STORE FOR PICKUP?

  Follow the steps here after selecting "Lawson Convenience Store (Okinawa excluded)". Please note that you cannot translate the page in the 5th step. The "confirm" button will not work if you translate the page.

• DO I NEED TO PICK UP THE ORDER IN PERSON?

  Depending on the pickup location, you may need to present your ID/Passport to identify that you are the recipient.

• WHAT SHOULD I DO IF THE CLERK SAYS MY DEVICE HAS NOT ARRIVED?

  Please double-check your rental start date and the pickup location. Make sure you have mentioned iVideo to the clerk, and check if the name of the recipient matches the one you registered on the iVideo website. Should your package still cannot be found, please contact our customer support:
  >>Customer Support

• CAN I DROP THE RETURN PACKAGE AT ANY MAILBOX?

  You may drop your return package at any red mailbox in Japan, or dispatch it from the Japan post office.

• CAN I DROP IT INTO A MAILBOX ON WEEKENDS OR PUBLIC HOLIDAYS?

  Yes. Post offices in Japan are open 7 days a week, public holidays are also included. Please note that you will need to drop your return package no later than your rental end date. Any late return will result in an extra fee charged on a daily rate basis.

• WHAT SHOULD I DO IF I DO NOT RETURN MY DEVICE ON TIME IN JAPAN?

  There are post offices and red post boxes at the airport before you walk through security. If you leave Japan without returning the device, you have to return it at your own expense. A daily rental fee will be charged for any late return and a compensation fee for lost devices or accessories. For returns involving international shipping, late fees will be calculated until the date the items are received. Late fees are calculated at the original rental price and are not eligible for any promotional discounts or coupon redemptions.