FAQs

FAQ (Frequently Asked Questions)

Receiving tickets (how to receive my tickets?)

• In General
• Shipping to your accommodation in Japan
• Pick up at post office in Japan
• International Shipping (Shipping to your home in your country)

Order & Payment

• Order
• Payment

Shinkansen

• Tickets
• Route
• Seats
• Luggage
• Service

 

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Receiving tickets (how to receive my tickets?)

In General

Q: Why do I need to input my delivery information?

A: Since you need to have "physical tickets" to ride Shinkansen, shipping information is required in order for us to ship your tickets.

You can choose from the following options to receive your tickets:

Option 1) Shipping to your accommodation in Japan - a hotel or your home address

Option 2) Pick up at one of the post offices in Japan below

 - Tokyo Central Post Office (located next to Tokyo station - open 24hours)

 - Kyoto Central Post Office (located next to Kyoto station - Business Hours: 9:00 - 21:00 weekdays / 9:00 - 19:00 weekends)

 - Mielparque Osaka Post Office (5 min. walk from Shin-Osaka station - Business Hours: 9:00 - 17:00 on weekdays only

 - Other Post Offices (You can search the location of post offices in Japan here)

Option 3) International shipping - Your home address in your country (this option requires additional payment for international shipping)

 

Q: Can I receive electronic tickets (e-tickets) through email?

A: No, you need to have "physical tickets" to ride Shinkansen and there are no "e-tickets".

 

Shipping to your accommodation in Japan

Q: How can I receive my tickets at my hotel?

A: We will ship your tickets to your hotel a week prior to your check-in date (should be delivered to your hotel within a day or two) so that you can collect them upon checking in at your hotel in Japan.

You will be asked to fill in the following information on the form after you add your ticket items to the cart.

1) Your hotel name  2) Check-in date  3) Full name used for reservation 

There is no additional charge for shipping tickets to hotels in Japan.

 

Q: I will stay at an apartment (Airbnb). Can you send tickets to non-hotel address?

A: Yes, we can ship your tickets to your Airbnb apartment address.

We usually send out your tickets in an envelope the day after your check-in, allowing you to receive them directly from your mailbox.

However, it's essential to note that sending tickets to an Airbnb address carries a higher risk of delivery issues if the environment isn't properly checked. We do not assume responsibility for any ticket delivery problems at Airbnb (apartment) addresses. Therefore, please ensure that you thoroughly review the following conditions with your Airbnb host before proceeding:

1. You have received permission from your host to use the mailbox at the property during your stay (your tickets will be delivered to the mailbox of the apartment).

2. The mailbox can only be accessed by you (or the host) to prevent other Airbnb guests from mistakenly retrieving your tickets from the mailbox.

3. The address information you provide us with is accurate, including the host's name and your room number, if applicable. Incorrect information may result in the tickets not being delivered correctly.

In case you cannot receive your tickets at your Airbnb accommodation, please consider the following alternatives for ticket collection; pick up your tickets at one of the post offices mentioned in the previous FAQ answer, or opt for International Shipping.

 

Q: I will stay at my friend's house. Can you send tickets to my friend's house?

A: Yes, we can ship your tickets to your friend's house.

Please fill in your friend's name and address on the form where name of the hotel is asked (will be shown after you add your ticket items to the cart), or leave the form blank and simply email us with the information after you completed your order.

We do not take any responsibility for troubles of not being able to receive tickets at the address where tickets are sent to, so please make sure that you give us the full address including a room number (if any) and your friend is aware that there will be a parcel delivered from Shinkansen-Ticket.com.

 

Q: Can you send tickets to my branch office in Japan?

A: Yes, we can ship your tickets to any offices located in Japan.

Please fill in your company name, address, and the name of the person who can receive the tickets on the form where information of the hotel is asked (will be shown after you add your ticket items to the cart), or leave the form blank and simply email us with the information after you completed your order.

We do not take any responsibility for troubles of not being able to receive tickets at address where tickets are sent to, so please make sure that the person who receives tickets is aware that there will be a parcel delivered from Shinkansen-Ticket.com.

 

Q: When do you deliver my tickets?

A: 

To Hotels:

We will ship your tickets to your hotel a week prior to your check-in date (should be delivered to your hotel within a day or two) so that you can collect them upon checking in.

If your order is made less than a week prior to your check-in date, then we will send your tickets as soon as we purchase your tickets (usually this can be done within a day after your order).

To Post Offices:

We will ship your tickets to your selected post office a week prior to your pick-up date.If your order is made less than a week prior to your pick-up date, then we will send your tickets as soon as we purchase your tickets (usually this can be done within a day after your order).

To Airbnb accommodation:

We will ship your tickets to be delivered a day after your check-in (so that you can pick up the tickets from the mailbox of your room).Please let us know if there is any specific date you want your tickets to be sent, by filling in a date on the form where the check-in date is asked (will be shown after you add your ticket items to the cart).

To your friend's home / To your branch office in Tokyo:

Please let us know when you want your tickets to be delivered, by filling in a date on the form where the check-in date is asked (will be shown after you add your ticket items to the cart).

 

Pick up at post office in Japan

Q:  How can I pick up my tickets at post office?

A: Please visit the post office counter during their business hours with your ID (e.g. passport) with you. You will be asked to present your ID (e.g. passport) in order to receive your tickets at the post office.

Please refer to the links below for the location and business hours of the post offices where you can collect your tickets from.

 - Tokyo Central Post Office (located next to Tokyo station - open 24hours)

 - Kyoto Central Post Office (located next to Kyoto station - Business Hours: 9:00 - 21:00 weekdays / 9:00 - 19:00 weekends)

 - Mielparque Osaka Post Office (5 min. walk from Shin-Osaka station - Business Hours: 9:00 - 17:00 weekdays only

 

 - Other Post Offices (You can search the location of post offices in Japan here)

 

International Shipping (Shipping to your home in your country)

Q: Can you send my tickets to my home address?

A: Yes, we can ship your tickets to your home address in your country via Express Mail Service (EMS).

The shipping cost varies by country.

We will send you a delivery notification email with your EMS tracking number when your tickets are shipped, and you can track your delivery status after the shipment at the link below.

Confirmation of Outbound EMS Mail

IMPORTANT: 

Though we are responsible for shipping after accepting your order, we will not hold you responsible in case you cannot receive tickets because of custom/delivery delay, your absence, etc.

We recommend you to allow more than two weeks prior to your departure to Japan, as sometimes it takes longer than the standard delivery time due to delays in the customs process.

 

Q: How much does it cost to send my tickets to my home address?

A: It depends on countries, from ¥2500 to ¥4500.

You can check the cost during your checkout.

 

Q: How long does it take to deliver my tickets to my home address?

A: Please refer to the link below offered by Japan Post for the standard delivery time to your country.

https://www.post.japanpost.jp/int/deli_days/ems/kanto_en.html

We recommend you to allow more than two weeks prior to your departure to Japan, as sometimes it takes longer than the standard delivery time due to delays in the customs process.

 

Q: When do you deliver my tickets?

A: Please note that Shinkansen tickets can only be purchased one month prior to the departure date (it is a regulation by Japan Railway).

If you order your tickets well in advance (more than a month earlier), the shipping will be made one month prior to your departure date at the earliest (ex. tickets will be shipped on March 16 at the earliest if your traveling date is April 15).

If you order your tickets less than a month prior to your departure date, we will ship your tickets on the day we purchase your tickets (usually within a day after your order).

We recommend you to allow more than two weeks prior to your departure to Japan, as sometimes it takes longer than the standard delivery time due to delays in the customs process.

 

Q: Can I track delivery status of my tickets after shipment?

A: Yes, you will find your EMS (Express Mail Service) tracking number in the delivery notification email we send you when shipping is completed. 

You can track your delivery status after shipment in the link below.

Confirmation of Outbound EMS Mail

 

 

 

 

Order & Payment

Order

Q: How can I order Shinkansen tickets?

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

 

Q: I did not receive a confirmation email. Why?

A: Normally, it arrives within 5 minutes. If you cannot receive the email, the causes may include the following:

- Wrong E-mail address was entered.

- You stopped operation before the confirmation page of the contents of your booking.

- Trouble on the line between providers.

- Your receiver mail server recognizes the email as spam - Please check your spam folder and recycle bin.

- You have set anti-spam filtering on your mobile - Please set the filtering to receive emails from "info@shinkansen-ticket.com".

Please email us at info@shinkansen-ticket.com or use the contact form from the Contact Page to let us know if we have not received your confirmation email.

 

Q: Can I cancel my order?

A: Yes, please refer to our refund policy page.

Please send us an email at info@shinkansen-ticket.com with your order number if you wish to cancel your order.

 

Q: Can I return my ticket after receiving?

A: No, you cannot return or get a refund from us once we have shipped your tickets.

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

 

Q: How many days in advance can I order?

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

However, an order should be made at least five days prior to your departure date (for shipping to any designated address in Japan) since there may be not enough time for tickets to be delivered to you if you order less than four days before departure.

Our calendar only enables you to choose any dates 5 days or later.

For international shipping, we recommend you order more than two weeks prior to your departure to Japan.

 

Q: Can I order tickets for tomorrow?

A: No, you cannot purchase tickets for tomorrow. Please choose a date from the calendar on the product page that is available for selection (at least 5 days in advance).
Tickets for dates within 4 days must be purchased directly at a JR station.

Q: Can I make any request to my seat such as window seat at reservation?

A: Yes, if you have any seating requests such as “window seat”, or "very last row seat", please let us know by filling in your request on the form where any request is asked (will be shown after you add your ticket items to the cart), or simply email us after you completed your order.

Please note that there is a possibility that we cannot meet your request, especially during the peak seasons or when an order is made at the last minute. 

 

Q: Is there any child fare?

A: Yes. For the reserved seats, child fare for children of 6-11 years old is available. Please choose "CHILDREN (6-11 YEARS OLD)" on the ticket item page.

If you have a child under 5 years old who needs his/her own reserved seat, then you need to purchase a "CHILD (6-11 YEARS OLD)" seat for him/her.

You don't need to purchase a ticket for 5 years old and under if you are going to put him/her on your lap for the whole train ride.

For the unreserved seats, children under the age of 5 can travel free of charge.

Please visit the official JR page at http://www.jreast.co.jp/e/ticket/types.html for further information.

 

Q: How can I know my car/seat number for my reserved ticket?

A: In the confirmation email, departure date, train name, departure/arrival time, and station names are mentioned for the reserved tickets (only departure date and station names are mentioned for the unreserved tickets).

Your car/seat number will not be mentioned in the confirmation email but they will be printed on your ticket.

If you need to know your seat number before receiving tickets, please email us at info@shinkansen-ticket.com or use the contact form from the Contact Page to let us know. 

 

Q: Is there a price table? What is the price from Tokyo to Kyoto, for example?

A: There is no price table that you can see at a glance.

Please look at each train item page on our website and check the prices.

For example, you can check our prices from Tokyo to Kyoto by Shinkansen on the page below. 

https://shinkansen-ticket.com/collections/from-tokyo/products/shinkansenticket-tokyo-kyoto

Please note that our ticket prices include handling fees and domestic shipping fees.
To have your tickets shipped to any place outside Japan, please use your address in your respective country as the shipping address. There will be an additional charge for international shipping, and the shipping cost will be displayed once you provide your address during the checkout process.

 

Q: Why can't I select dates for the 2023-2024 New Year's holiday period on the calendar?

Due to high demand and limited availability of seats on specific Shinkansen routes during the year-end holiday season, we do not accept orders for the following period:

December 27th, 2023, to January 8th, 2024.

The dates within this period are grayed out and unavailable for selection on the product page calendar for the affected products.

However, we may consider orders on a request basis if made less than one month before your intended train boarding date. Please visit the item page again within one month of your travel date for more information and availability. 

Q: Do I need to purchase a JR Pass in addition to buying tickets here?

No, the tickets we sell include both the ride and the express fare, so with these alone, you can take the Shinkansen. Therefore, there's no need to purchase an additional JR Pass.

Payment

Q: What can I select as the method of payment?

A: You can pay with your credit/debit card.

 

Q: Which credit card can I use?

A: We accept following major credit cards:

- VISA
- MASTER CARD
- AMERICAN EXPRESS

 

Q: Can I get a receipt for my payment?

A: Yes, your receipt will be delivered along with your tickets.

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

 

Q: What is your Cancellation Policy?

A: Please visit our refund policy page.

 

 

 

 

Shinkansen

Tickets

Q: How can I read Shinkansen tickets?

A: We will send you tickets in the English version in which your train name, car number, seat number, and departure/arrival station names are written in English so basically you won't have any trouble reading your tickets.

Please visit the official JR page at https://www.jreast.co.jp/e/ticket/examining.html for the details on how to read tickets.

If you have a child fare ticket, please check the following post; How to Distinguish Between Adult and Child Ticket

 

Q: Can I change the train time and date on my ticket after receiving?

A: Yes, in most cases you can change your departure date and time before the departure time printed on the ticket.*

*Restriction may apply for some trains/stations.

Please visit a ticket counter at any JR train station directly with your ticket and ask if they can change the date/time for you.

The ticket becomes invalid after your departure time printed on the ticket, so please make sure to visit the counter before your departure time.

 

Q: I lost my Shinkansen ticket. Can you reissue?

A: No, neither we nor JR can reissue tickets. 

It is your responsibility to keep your tickets carefully. Any problems that occur after delivery is made are the responsibility of the customer.

 

Q: From which station can I use my Shinkansen tickets from/to?

A: 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 for Sapporo, Sendai, Tokyo, Yokohama, Nagoya, Kyoto, Osaka, Kobe, Hiroshima, Kita-Kyusyu, and Fukuoka. 

For example, you can start using your Shinkansen ticket from any station like Shibuya or Shinjuku in the central Tokyo area, use the local JR train to Tokyo station, ride Shinkansen to Shin-Osaka station, then switch again to the local JR train to any station within central Osaka area.

 

Q: Do you offer Japan Rail (JR) Pass?

A: No, we do not sell Japan Rail (JR) Pass.

Please visit the JR official site to purchase your JR Pass.

 

Q: Does my child under 5 years old need a child ticket?

A: For a reserved seat, if you have a child under 5 years old who needs his/her own reserved seat, then you need to purchase a "CHILD (6-11 YEARS OLD)" seat for him/her.

You don't need to purchase a ticket for 5 years old and under if you are going to put him/her on your lap for the whole train ride.

For the unreserved seat, children under the age of 5 can travel free of charge.

Please visit the official JR page at http://www.jreast.co.jp/e/ticket/types.html for further information.

 

Q: How can I check if my reserved train will be operated or cancelled?

A: You can check the latest train status information from the official website provided by each JR company (below).

Some websites don't show the information in detail, so we recommend you to go to the JR station directly to find the latest information and make any changes to your ticket if needed.

JR Central (Tokaido Shinkansen: Tokyo - Kyoto - Shin-Osaka)

https://global.jr-central.co.jp/en/

JR West (Sanyo Shinkansen: Shin-Osaka - Okayama - Hiroshima - Hakata)

https://global.trafficinfo.westjr.co.jp/en/sanyo/

JR West (Hokuriku Shinkansen: Kanazawa - Toyama - Joetsumyoko)

https://global.trafficinfo.westjr.co.jp/en/h_shinkansen/

JR East (Tohoku Shinkansen: Tokyo - Sendai - Akita - Shin-Aomori - Shin-Hakodate Hokuto)

http://traininfo.jreast.co.jp/train_info/e/service.aspx

JR East also provides a telephone-based service for non-Japanese customers. Information is provided in English, Chinese and Korean. 

http://www.jreast.co.jp/e/customer_support/infoline.html

Please visit the official information provided by JR below for ticket refund rules in case your reserved train is canceled or delayed due to an accident, earthquake, bad weather (typhoon, heavy rain, heavy snow, etc.), or any other circumstances.

http://www.jreast.co.jp/e/ticket/changes.html

(Please refer to the "Train cancelations and delays" section)

 

Q: I left my wallet in Shinkansen. Is there any number for lost and found?

A: Yes, please contact JR (Japan Railway) lost and found number below directly.
Please note that we are a travel agency and not affiliated with JR, so we cannot assist with lost and found inquiries.

JR Central
For Shinkansen operates between Tokyo - Shinagawa - Nagoya - Kyoto - Shin-Osaka

via Web:
https://global.jr-central.co.jp/en/lost-and-found/

via Phone:
+81-50-3772-3910 (or 050-3772-3910 from Japan)
Please press "3" while the guidance (in Japanese) operates. The operator will answer in Japanese, but an English-speaking operator is standing by, so please talk to the operator in English and ask for an English translation.

JR East
For Shinkansen operates between Tokyo - Ueno - Karuizawa - Nagano - Kanazawa / Tokyo - Sendai - Morioka - Shin-Aomori - Shin-Hakodate Hokuto

via Phone:
+81-50-2016-1603 (or 050-2016-1603 from Japan)
Available language: English, Chinese and Korean
http://www.jreast.co.jp/e/customer_support/infoline.html

JR West
For Shinkansen operates between Hakata - Okayama - Hiroshima - Shin-Kobe - Shin-Osaka

via Web:
https://faq.westjr.co.jp/en/faq_detail.html?id=9574
https://entry.jr-odekake.net/webapp/form/18112_quab_1/index.do

Route

Q: How many hours prior to departure time should I be at the station?

A: Most of the Shinkansen depart on time. Being at the platform 5 minutes before the departure time should be okay.

However, since stations where Shinkansen stops are very complicated with many platforms, we recommend being at the station at least 30 minutes prior to your departure time.

 

Q: I missed my train. What should I do?

A: You can still use your ticket in an unreserved seat (in an unreserved cabin) of later trains on the same day without reissuing tickets* or visiting a ticket counter.
Please visit the ticket desk at the JR station if you need further assistance.

*Restriction may apply to some trains and tickets.

Please ask the station staff if you find anything unclear at the station.

Q: I cannot find the route I am looking for. Can you sell the route which is not displayed at the site?

A: We keep updating our routes. However, we have not completed covering all routes.

If you can not find the one you are looking for, please contact us from the contact form. We are happy to create new routes upon your request.

Please make sure that Shinkansen/Express Trains stop at the station you look for. We do not make any routes for a local train station.

 

Seats

Q: Can I change my seat after receiving tickets?

A: Yes, in most cases you can. Please visit a ticket desk at the JR station to change your seat assignment before taking your reserved train.

*Restriction may apply for some trains.

However, you may not be able to change your seat depending on your schedule. Trains depart in the morning, evening, and peak seasons are often booked full in an early stage.

 

Q: I am a group of more than 2 people. Can I get seats next to each other?

A: 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 inform you separately only in case we cannot arrange seats together.

If you are a group of more than 4 people, we recommend you purchase tickets 30 days in advance so that we can arrange your seats together. 

 

Q: Is my seat non-smoking?

A: Yes. Basically, we reserve seats in non-smoking cabins as many trains have non-smoking cabins only.

 

Q: I'm in a wheelchair. How can I be seated?

A: There is a seat designed for wheelchairs in some of the cabins on Shinkansen and some Express trains where the actual seat is removed for a wheelchair to be parked (and the one regular seat next to it is also booked for that person, so he/she can either be seated in the wheelchair for the whole ride or can be seated in the regular seat).

The price will be the same as the regular reserved seats (there are no seats designed for wheelchairs in Green reserved, so please choose to take regular reserved).

Please leave a note in the comment field that you request a seat for a wheelchair when you place an order so that we can arrange your seats accordingly.

 

Luggage

 

Q: Can I bring bicycles on Shinkansen? Is there weight allotment for luggage?

A: You can take a bike on the Shinkansen, but it needs to be covered up fully with a type of bag designated by JR (Japan Railways) with the limit on the size below.

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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).   - from JR's official page
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Please ask JR directly for further details.

 

Q: Can I bring luggages on Shinkansen? Is there weight allotment for luggage?

A: Yes, there are spaces above your seats where you can put small to medium-sized items (such as carry-on luggage and coats).

To be specific, 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).

Q: Do I need a special booking for my oversized luggage?

A: For Shinkansen and express trains other than the Tokaido Shinkansen, there is no need for special reservations even if you have oversized baggage with a total of more than 160cm for all three dimensions. You can place your baggage in the designated luggage storage areas inside the train cars.

However, it's important to reserve seats specifically designated for oversized baggage, if traveling on the Tokaido Shinkansen (Tokyo - Nagoya - Kyoto - Shin-Osaka - Okayama - Hiroshima - Hakata).

For information regarding luggage on the Tokaido Shinkansen, please visit the following website:
https://global.jr-central.co.jp/en/info/oversized-baggage/

As mentioned on the linked page, if you have any luggage with dimensions exceeding 160 cm, you should reserve seats in the very last row of the train car, which offers dedicated luggage space.

If your luggage dimensions exceed 160 cm, please notify us by leaving a message in the notes section during your order placement or send us an email after completing your order.

Please be aware that the number of seats with luggage space is limited (typically four or five seats per cabin), so while we will make every effort to secure last-row seats, especially during peak seasons, we cannot guarantee their availability.

 

Service

Q: Can I eat in Shinkansen? Do I get meal service in Shinkansen?

A: Yes, you can both eat and drink on Shinkansen (Shinkansen tickets do not include meal services).

There are onboard sales in some of the Shinkansen, but the selection there is very limited.

It is recommended that you buy foods/drinks at the departure station where there is a larger selection of bento boxes and other foods/drinks.

 

Q: Is there any toilet in Shinkansen?

A: Yes, most of the Shinkansen has three choices (marked in Japanese and English).

1. "Western Style" sit down toilets (also ones for handicapped)

2. "Japanese Style" toilets

3. Urinals for men.