FAQs

Our service offers three types of tickets:

• Paper Tickets: Physical paper tickets delivered to your specified addressTravel date can be selected from 5 days in advanceTickets will be delivered to your specified address
• QR Tickets: A QR code with reservation information delivered via email.You can use the QR Ticket to pass through the ticket gate and board directlyOffered on specific routes
• QR Vouchers: A QR code with reservation information delivered via email.You need to scan the QR Voucher at the station's ticket machine to issue a paper ticket before boardingOffered on specific routes

The timing and method for sending tickets vary depending on the travel date. Please refer to the Chart: Ticket Type and Confirmation/Delivery Schedule below for details.

For some tickets, you can select either a paper ticket or a QR voucher/QR ticket directly from the product page. However, for items without selection options, if the ticket is sold as a paper ticket, you will need to choose the paper option.

Certain products are offered only in paper ticket format, as QR code ticket machines or gates are not available at the departure station.

Yes, if you have purchased a QR voucher or a QR ticket, you will receive a QR code after your seat reservation is confirmed. 

The timing for sending tickets varies depending on the travel date. Please refer to the Chart: Ticket Type and Confirmation/Delivery Schedule below for details.

Please refer to the From Purchase To Delivery Page for our service process.

There are several possible reasons, including an incorrect email address, a full mailbox, spam filters, or technical issues. Please check your spam folder and resolve any issues on your side, as we cannot take responsibility for these situations.

Note: If a ride is booked with less than 8 hours’ notice, the confirmation email may not be sent before the departure time. Our service only accepts ride times that are at least 8 hours in advance, as stated on each product page.

Yes, please refer to ourRefund Policy Pagefor details on cancellations.

Please send us an email by replying to the confirmation email or use the contact form on the Contact Page if you wish to cancel your order.

Same-Day Travelers: Please see below.

No. Same-day ticket orders (those booked within 24 hours of the travel time) are strictly non-refundable for any reason.

This includes, but is not limited to, situations such as:

• Purchasing a separate or duplicate ticket at the station or booking counter while awaiting confirmation of our arrangement.
• Missing the reserved train or bus departure.
• Not using the purchased ticket, regardless of the reason.

This policy is in accordance with our standard Refund Policy, which prohibits refunds for travel booked within 24 hours of departure.

No, once the tickets are shipped, they cannot be returned or refunded.

If your travel plan changes, please visit a ticket desk at any JR train station with your ticket and ask for a change.

You can place an order for dates up to six months ahead. 

Certain QR tickets are available for trains that depart at least 8 hours after your booking time.

For paper tickets, the booking calendar only allows you to select dates at least 5 days in advance.

Yes, most of our products include seat request options — such as Mt. Fuji–side seats, oversized baggage seats, or wheelchair-accessible seats. Just check the appropriate boxes during the reservation process.

If there’s no checkbox for your specific request, feel free to write it in the Note section before checkout, and we’ll do our best to accommodate it.Please note that availability is not guaranteed.

Yes,depending on their age and whether they need their own seat.

• Ages 6–11: Eligible for child fare (about half-price).
• Ages 0–5: Free, as long as the child sits on the adult’s lap. A ticket is required if a separate seat is needed.

You can pay with your credit/debit card.

We accept VISA, MASTER CARD, and AMERICAN EXPRESS.

If you need a receipt, please let us know. We will send it via email in PDF format.

Please visit our Refund Policy Page for details.

You can choose from hotel delivery, post office pickup, or international shipping.

We ship items to your hotel or post office a week before your check-in or pickup date. For home addresses, items are sent within a few days after ordering. Please refer to the Chart: Ticket Type and Confirmation/Delivery Schedule for details.

We ship items to your hotel a few days before your check-in date so you can collect them upon arrival.

In delivering your items to the hotel, it's important that you give us the correct name for your reservation. Many hotels will deny deliveries if the name does not match, and we will not be held responsible for any trouble in that case.

Please visit the post office counter during business hours with your ID to receive your items.

No, we do not deliver to Airbnb addresses. Please choose post office pickup or international shipping.

Yes, we can ship to your home address abroad for an additional charge. Exact shipping costs will be shown at checkout. Depending on the country, shipping will be via EMS or FedEx.

For the estimated delivery days to countries via EMS, please visit Japan Post Official Page. For countries served by FedEx, delivery will be within 5 days of shipment.

Insert the ticket into the gate's slot. The ticket will come out on the other side; take it with you and keep it for exiting at your destination.

Scan the QR code at the ticket machine in the station to print your paper ticket before boarding.
Note:You cannot pass through the ticket gate with just a QR code.

Simply scan the QR code at the Shinkansen ticket gate — it allows you to board directly without needing a paper ticket.
Note:This QR code cannot be used to print a paper ticket at a ticket machine.

Lost tickets cannot be reissued.Please purchase a new ticket directly at the station.

Paper tickets are physical and must be retained for the entire journey.
QR Vouchers need to be scanned at the ticket machine to print the paper tickets before boarding.
QR Tickets can be scanned directly at the ticket gate

Most of the Shinkansen depart on time.
We recommend being at the station at least 30 minutes prior to your departure time.

You can still use your ticket in an unreserved seat in an unreserved cabin of later trains on the same day.

*Restrictions may apply to some trains and tickets.

We cannot be held responsible if you are unable to board your reserved train due to flight delays or any other reasons. Additionally, we are unable to provide refunds in such cases. 

Yes, please contact the JR (Japan Railway) lost and found directly. 
We are a travel agency and cannot assist with lost and found inquiries.

• JR Central (Tokaido Shinkansen: Tokyo - Nagoya - Kyoto - Shin-Osaka)
• JR West (Sanyo Shinkansen: Shin-Osaka - Okayama - Hiroshima - Hakata)
• JR East (Tohoku Shinkansen: Tokyo - Sendai - Akita - Shin-Aomori - Shin-Hakodate Hokuto / Hokuriku Shinkansen: Tokyo - Karuizawa - Nagano - Toyama - Kanazawa)

The latest operational status of Shinkansen and JR express trains can be searched from the following links:

• JR Central (Tokaido Shinkansen: Tokyo - Nagoya - Kyoto - Shin-Osaka)
• JR West (Sanyo Shinkansen: Shin-Osaka - Okayama - Hiroshima - Hakata)
• JR East (Tohoku Shinkansen: Tokyo - Sendai - Akita - Shin-Aomori - Shin-Hakodate Hokuto / Hokuriku Shinkansen: Tokyo - Karuizawa - Nagano - Toyama - Kanazawa)

You may be able to get a refund directly at the ticket counter at the station especially if your reserved train is confirmed to be cancelled, so please check at the station first.

If you have tickets for the canceled Shinkansen, you can get a refund at the station up to one year from the date of purchase. There is no need to rush and stand in long lines for refunds on the day of the cancellation.

For refund procedures for unused tickets, please visit this page.

You can find our quick Shinkansen etiquette guide on Instagram. It covers everything you need to know before boarding.

Yes, in most cases, you can.

QR voucher/tickets: After the confirmation email with your seat information has been sent, a handling fee will be charged for any seat or train changes made through us. Please see here for details.

Paper tickets: Please visit a ticket desk at the JR station or use the ticket vending machine to change your seat assignment before boarding your reserved train.

*Restrictions may apply for some trains.

Yes, if you are a group of more than 2 people, your seats will be arranged together, so you don't need to ask us to request seats next to each other.

We will assist you with a wheelchair-accessible seat. Please select "wheelchair seat" from the seat option, or leave a comment in the Notes section during checkout that you require wheelchair assistance.

In cases where further details are required for wheelchair boarding, our team may contact you via email.

Each passenger can bring up to 2 pieces of luggage with less than 30 kg and shorter than 250 cm in three dimensions (length should not be more than 200 cm).

Bicycles are permitted if folded and stored in a bag, and they comply with the luggage restrictions.

"Oversized luggage” refers to any baggage with total dimensions (length + width + height) exceeding 160 cm.

For the Tokaido Shinkansen only, reservation of seats for oversized luggage is required.

• Tokaido Shinkansen (Tokyo - Nagoya - Kyoto - Shin-Osaka - Okayama - Hiroshima - Hakata):
• Please book an oversized luggage seat by leaving a comment during checkout. We will arrange designated seats if available.
• Other trains:
• No special booking required. Place your luggage in the designated luggage area.

Please select the “Oversized Luggage” option on the product page. We will accommodate your request as long as seats are available.