When can I confirm that my tickets are ready to deliver? You will receive a notice e-mail when your tickets are shipped. Usually, your tickets should be delivered to your hotel in 2 days from shipment.
Can I cancel my order? If you have not received an order confirmation mail, you can contact us to cancel your order. We will let you know if your order can be cancelled or not.
Can I change my order? Until you receive an order confirmation mail from us, you can contact us to change your order.
Can I change the train time and date on my ticket after receiving it? Please visit JR train station's ticket desk with your ticket and request changes.
I lost my Shinkansen ticket. Can you reissue it? We nor JR can reissue tickets. It is your responsibility to to keep your tickets carefully. Sorry!
Departure time of my tickets will be exactly the same time I select upon ordering (e.g. 10AM, 3PM etc) ? After receiving your order, we will try to book an earliest Shinkansen at your selected time. For example, if you select "10AM" upon your order, we will book the FIRST SHINKANSEN TRAIN that departs after 10AM for you depending on the departure/arrival stations, train type. We will send you an email with an exact departure time.
How can I pay for my order? You can pay by your PayPal account or your credit/debit card. For credit/debit card, please choose PayPal as a payment option. You will direct to PayPal payment page, but you can pay by your credit/debit card without PayPal account.
How can I get my tickets? You can pick-up your tickets when you check-in your hotel. We arrange your hotel to give you tickets upon your arrival.
When do you deliver my tickets? We deliver your tickets a few days prior to your check-in date.
How long does it take to deliver my tickets? We need at least 3 business days after confirmation of your order.
Do you ship tickets to my country? No. Basically, we deliver your tickets to your hotel. If you want to get your tickets in your country before your visit to Japan, please contact us. We will let you know if we can ship tickets to your country.
Do you deliver tickets to a hostel? Yes. We can deliver tickets to hostels.
Do you deliver tickets to an airport? No. Currently, we deliver tickets to hotels only.
Do you deliver tickets to a hotel located outside of Tokyo? Yes. We can deliver tickets to hotels in Japan.
Riding Shinkansen and Ticket Usage
From which station can I use my Shinkansen tickets from/to? If your ticket's origin/destination says "City Zone," your Shinkansen tickets include local train rides within big cities before/after riding Shinkansen on the same date. These "City Zones" are valid Sapporo, Sendai, Tokyo, Yokohama, Nagoya, Kyoto, Osaka, Kobe, Hiroshima, Kita-Kyusyu and Fukuoka. For example, you can start using your Shinkansen ticket from any stations like Shibuya or Shinjuku in central Tokyo area, use local JR train to Tokyo station, ride Shinkansen to Shin-Osaka station, then switch again to local JR train to any station within central Osaka area.
Can I bring luggages on Shinkansen? Is there weight allotment for luggage? Yes, you can. There are spaces above your seats, and dedicated spaces on each car. Please remember that the spaces are limited, especially during busy times. There's no charge for taking luggage on Shinkansen rides. To be specific, each passenger can bring up to 2 pieces of luggage with less than 30 kg and shorter than 250 cm three dimensions (length should not be more than 200 cm).
How many hours prior to departure time should we be there? Most of shinkansen depart on time. As long as you get on the train before departure, it is O.K. However, since large stations are very complicated with many platforms, we recommend to be at station at least 30 minutes prior to your departure time. Usually, you can get on your train 5~10 minutes prior to your departure time.