General

Do I have to return the SIM card/wi-fi modem?
Yes. Our service is rental. All items you get are rented and they need to be returned. Renters will be responsible for paying the replacement charges for not returning the items.
Is there any other initial cost beside the rental fee and the shipping fee?
No. The total amount per order will be the package price(s) + the flat rate shipping charge (540 yen).
I can't login with the email address and password registered with CDJapan.
As this service functions differently from CDJapan, you need to complete registration with us to make an order.

Order/Payment

I get an error and cannot register nor order.
Please make sure you have filled in all the required fields. Make sure there's no space when entering credit card number. The password should be 4-8 alphanumeric characters.
What payment method do you accept?
We only accept credit card payment. VISA, MasterCard, American Express, and JCB.
Can I pay through paypal?
We only accept credit card payment. No other payment method is available.
Can Ｉ order multiple items with different END DATE in a single order (e.g. 1x7 days and 2x10 days)? Are you going to provide enough return envelopes?
Yes, we will include one return envelope per return date. So, if you have 2 items with 2 different return date, we will enclose 2 return envelopes.
Can I order multiple items with different START DATE in a single order?
No, you can select only one start date per order.
When should I place an order?
We accept orders until 3days before the start date, until 3PM (Japan time). But we would appreciate if you complete your order by at least a week before the start date.

SIM Card Rental

How do I know if my phone is unlocked?
Please ask the retailer of the phone.
Can I make phone calls with your SIM card?
No. Our SIM card is for data only. You cannot make phone calls or use SMS.
Can I use SMS and MMS?
No, you cannot use SMS and MMS.
How do I know if my device is compatible with your SIM card?
We have lists of compatible devices here. Even if your device is not listed, it will work as long as it can connect to the network that matches our SIM card. Please read our blog posts on how to check if you device is compatible with our SIM card. [For Android] [For iPhone]
What do I need to do after I insert the SIM card?
Please check this page.
How much data can I use per day?
Our SIM card allows unlimited data usage. However the speed will be very slow once 110MB is used per calendar day. The speed will recover at midnight everyday.
Will I have connection at everywhere I go?
If your device can connect to all of the following bands: Band 1, Band 19, and band 21, you will have internet connection at pretty much all the places you go. In mountains and suburbs, there might be places with no signal but that is the same for locals.
Will I be able to do tethering (personal hot spot) with your SIM card?
Our SIM card does not restrict tethering. Whether it works or not depends on the device and we have no information on that. If you are planning to use multiple devices, please book a mobile wi-fi.
I need assistance on setting up APN on my device. Can I visit your office?
We don't have a counter at any airports. If you need any assistance, please come to our office located near Ningyocho Station in Tokyo. Please drop us an email before coming. If you are not used to setting up the APN by yourself, we recommend you go for a mobile wi-fi rental.
The SIM card I ordered is too big, can I cut it?
No, please DO NOT CUT the SIM card. If the SIM card is cut when returned, we consider the item is damaged and you will be responsible for paying the replacement charges. If you ordered a wrong size, please contact us.
I followed the instruction and still cannot get internet connection. Do you have any tips?
Please check our trouble shooting tips enclosed in the package (back of the packing list). If you still cannot get the internet connection, please post the SIM card within 2 days from the start date and apply for a refund. (Read more about Refund)
How do I know what size of SIM card will fit in my device?
Please look up the spec of your device on the internet. The measurements of the SIM cards are indicated on this page. Also, you can check this post ("Regular size" or Micro or Nano?) on our blog.

Mobile WiFi Rental

How is the connection speed?
Ｉt depends on the location, device, and the network the device is connected to. Also, in congested places like at firework viewing in summer and at Shibuya crossing count down on the new year's eve, the connection could be temporarily cut due to congestion. But that is the same for the locals.
What if the place I stay had no signal?
Send us an inquiry before ordering if you are not sure. If the place had poor signal, please return the item within 2 days from the start date and the charge from us will be the minimum amount and the balance will be paid back to your credit card. (Read more about Refund)
Can I take out the SIM card from the device?
No, please DO NOT take out the SIM card from the device.
How much data can I use per day?
Both Standard Speed Wi-Fi and High Speed Wi-Fi allow unlimited data usage. However, the speed will be very slow once certain amount of data is used. For Standard Speed Wi-Fi, that is when 110MB is used per calendar day, which recovers every midnight. For High Speed Wi-Fi, that is when 3GB is used over 3 days. The speed will be slow down from the noon the next day for 24 hours. (This is applied when connected to WiMax 2+ network. When connected to WiMax network, the speed will not slow down.)
What is WiMax (High Speed Mobile Wi-fi)? What is WiMax 2+?
WiMax is a network different from telecom networks. WiMax 2+ is the network faster than normal WiMax. Not all places have WiMax 2+ network yet.

Delivery

Do I have to be at home to receive the package? (Residential delivery)
No, the package will be delivered in the mailbox.
When will the package be delivered?
The date and time of delivery are not and cannot be fixed. It will be delivered by the night on the day before the start date.
Can the package be delivered to airbnb/vacation rental?
Yes. Please read this post on our blog before ordering. "How to receive our package at airbnb without any hassles"
Can I track my package?
Yes. The tracking number of your order will be sent by email once the package is sent out.
Can you ship overseas?
No, we don't ship overseas. You will need to collect your items in Japan.
Today is the start date and I haven't received the package. What should I do?
Please check the tracking information first (Tracking no will be sent in Delivery email once the package is sent out). If it shows "Final delivery" that means delivery has been completed. Please check the mailbox for residential delivery, and ask the hotel to check again including their mailbox for hotel delivery. If the status is "Retention", the post office was unable to leave the package in your mailbox for some reason. Please look for the delivery notice in the mailbox and contact the post office that has your package. If the tracking information shows "Sent back to sender", it's been sent back to us due to invalid address and other reasons, please contact us.

PickUp

What do I need to collect my package at the post office?
Please show your passport and the tracking number of the package at the post office counter. The tracking number will be sent by email once the package is sent out.
How many days will the post office keep my package if I couldn't collect it on the day I requested?
They will keep it for 3-5 days.
Can my friend collect the package on behalf of me from the post office?
No, the post office does not release packages to anyone other than to the person who has the ID of the name on the package.
Can I put my English name or nick name as the recipient?
No, the post office will not release the package if the name on the passport and recipient's name on the package is different.
My flight might be delayed and the post office at the airport might be closed by the time I get there. What should I do?
Please contact us immediately. We can forward your package to your hotel/residence with a fee (1000 yen). Please complete the payment and request for package transfer from this page. Please note that we cannot handle this after 5pm on weekdays, Saturdays, and on Sunday and Holiday as the post offices are closed. We will handle it the next morning on a working day.

Return

How and from where can I return the rental items?
A return envelope with postage will be enclosed in the package. Please put all items in the envelope and post it from any post box or post office in Japan by the midnight on the return date. The instruction will be enclosed in the package.
Exactly when am I supposed to post the item in the post box?
Please post the return envelope with the rental items by the midnight on the return date.
I am returning it few days earlier than the return date. Can I get a refund?
There's no problem with returning it early, however, we will not give a refund for that.
Is there any post box in the airport?
Yes, there are post boxes at all airports. However, there are NO POST BOXES after the security check. Please make sure you post the return envelope before going through the security check and immigration.
I lost the return envelope. What should I do?
Please purchase a prepaid envelope called "Letter Pack Light" (340 yen) at any post office. Please put all the required items inside and post it by the midnight on the return date.
The address of our office is as below.

Neo Wing Co. (CDJapan Rental)
Zip Code: 103-0012
Address: 1-10-15-3F Horidomecho Nihonbashi Chuo-ku, Tokyo
Phone: 03-3665-4947
Can I return it from overseas?
Yes. Please contact us by email if you forgot or couldn't post our items in Japan. When returning the items from overseas, we recommend you use a service that gives a tracking number such as EMS and DHL. (Standard mail takes longer time and we cannot be responsible even if it gets lost.)
Please prepare a new envelope and send it to our office.

Neowing Co. (CDJapan Rental)
1-10-15-3F Horidomecho Nihonbashi Chuo-ku
Tokyo 103-0012, Japan
Tel: +81-3-3665-4947

Please note that we count the days that take for shipping as part of the "rental period". Please extend your rental if necessary. If you cannot extend the rental (users below 14 days), please contact us and we will handle it.　*Extending the rental is cheaper than the late charges.
I wasn't able to post the package on the return date. Will I be charged for that?
It is renter's responsibility to post the item on the return date. Please extend your rental if you weren't able to post the package on the return date. If the item is not posted on the return date, late charges will be applied. Extending your rental is cheaper than the late charges. If the item is not returned even after 5 days from the return date without any notice, the replacement charges will be billed on your credit card.

Refund

The SIM card didn't work on my phone. Can I get a refund?
Yes. We give a refund when the SIM card was not compatible with our SIM card. (Read more about Refund)
I didn't actually use the item at all on certain days during the rental period. Can I get a refund for those days that I didn't use?
No. Our prices are fixed according to the period booked and not the actual amount of data used.
My trip has been cancelled. Can I get a refund?
We issue a full refund for orders cancelled 5 days or more prior to the start date. For cancellation made later than that, there will be charges and the balance will be paid back to your credit card. Please contact us by email immediately should you need to cancel your order. (Read more about Cancellation)

Extendeding Rental Period

Can I extend my rental period?
Yes. We offer extension plans for users above 14 days. Please log in to your "My Page" and purchase extension plans by the return date. For users below 14 days, please contact us immediately if you wish to extend your rental.
If I purchase extension plan, can I continue using the SIM card/device that I have now?
Yes, you can continue using the same SIM card/device.
I want to extend my rental but I don't see that option on my "My Page".
We offer extension plans only for users above 14 days. Please contact us by email if you wish to change your rental period.

Loss/Damage

I lost the mobile wi-fi/SIM card.
Please contact us immediately.
I lost the cable/adapter that came with the wi-fi.
Please buy a replacement and return it with the device on the return date.
I cut the SIM card because it didn't fit my phone.
If you cut the SIM card, it is considered damaged. Please note that you will be responsible for paying the replacement charges.
I lost my phone in Japan and your SIM card is in it.
Please contact us immediately. We have had many customers who got their lost phones returned after a while. The police will contact us if a phone with our SIM card is reported as a lost item. We will communicate with them on behalf of you.
How much is the replacement charges?

Important Notes

Late Charges

If the rental item is not posted by the midnight on the return date, late charges will be billed on the renter's credit card..

ItemLate Charges per dayLate Charges in 5 days
SIM Card350 JPN1,750 JPN
Mobile Wifi Standard Speed550 JPN2,750 JPN
Moble Wifi High Speed & UNLIMITED DATA USAGE800 JPN4,000 JPN
Portable Charger100 JPN500 JPN

Replacement Charges

If the rental item is still not returned 5 days after the return date, it is considered lost; replacement charges will be billed on the renter's credit card.

ItemReplacement Charges
SIM Card5,500 JPN
Mobile Wifi Standard Speed20,000 JPN
Moble Wifi High Speed & UNLIMITED DATA USAGE23,000 JPN
Portable Charger2,000 JPN

If the replacement charges are applied, the late charges will not be applied.

Should any of those charges be applied, it will be billed on your credit card automatically after 7 days from the return date. Please contact us in advance if you are going to be late or if you lost the rental items..

Changes/Cancellation

Can I change the start date of my rental?
We accept changes until 5 days before the start date. Please contact us by email immedietly.
I ordered a wrong size. Can I change the size of the SIM card?
Yes, we can exchange the size as long as there is a stcok. Please contact us immedietly.
Can I change the delivery address/recipient's name of my order?
We accept changes without any charges until 5 days before the start date. Please contact us by email immedietly. For changes requested later than that, we will handle it with a fee as we would need to forward the package that is sent out already. The transfer fee is 1000 yen, please complete the payment from this page.
Can I cancel my order?
We issue a full refund for orders cancelled 5 days or more prior to the start date. For cancellation made later than that, there will be charges and the balance will be paid back to your credit card. Please contact us by email immediately should you need to cancel your order. (Read more about Cancellation)