Here are some of the questions that we are most frequently asked by customers. Please check this page before making any inquiries.
Please order up to 4 days prior to your desired pick-up date (Japan Time).
Depending on our stock of mobile Wi-Fi hotspots it may not be possible to fulfill all orders.
It is therefore recommended that you place your order as soon as your travel plans are confirmed.
Yes! Not only smartphones, but any Wi-Fi capable device can be supported by our Japan Wi-Fi hotspot.
We advise you to use VoIP (skype, etc.) if you need to make a phone call.
International roaming fees will incur otherwise.
Yes, not a problem at all.
Please make sure to pick-up and return at the convenient Xcom Global kiosks reference on our maps.
No, Japan Wi-Fi offers a flat rate rental service.
No additional data charges will be incurred, regardless of your usage.
You will be able to connect to the internet just with the JAPAN WiFi rental.
From the perspective ofmaintenance of network quality and fair use of the service, restrictions may be placed on the communications of users who perform large volumes of data transmission in a short period of time.
Please refrain as far as possible from such activities as watching videos, video chatting, downloading or uploading (sending or receiving) large flies and playing online games.
*It may decelerate or stop communication if the communication volume of 1 day becomes 500MB or more.
*If such restrictions do come into effect then we will bear no responsibility, and you shall still pay all charges for use.
If you need to make a change to your existing order or cancel it altogether, please contact us from cancellation form as indicated below.
* Cancellations after the mobile Wi-Fi hotspot has been prepared will incur a cancellation charge of ¥2,100 (tax free). If you wish to make a cancellation please make contact at least 4 days prior to the scheduled date of collection.
*If you wish to change the details of an application, we apologize for the inconvenience but please do so by cancelling your original application and making a new one.
Please contact us or stop by one onf our kiosks prior to the end of the rental period.
We will revise your information and charge accordingly upon return of the hotspot.
If you do not contact us, late fees will incur at ¥2,000 (=tax) per day.
Please take the mobile Wi-Fi hotspot with you, and then mail it back to us no later than the day after you return to your home country.
Please be aware that you are responsible for the shipping cost.
Late fees will be applied if the items are not postmarked within 3 days or later than the scheduled return date.
Please also be aware that if the late fee reaches the equivalent value of full replacement fee, we will charge you the full replacement fee in addition to late fee.
* If you did not purchase insurance, the penalty charges can be doubled the value of full replacement fee at a maximum.
Returns should be mailed to the following address.
XCom Global Co., Ltd.
Tokyo Tatemono Higashi Shibuya Buld. 8F, 1-26-20 Shibuya-ku Higashi, Tokyo, 150-0011, JAPAN
TEL: +81-3-5766-2721 (Japanese Language Only)
Lines Open (Japan Time) 10:00 - 19:00