FAQs
Shinkansen Tickets FAQ
Index
- 1. Ticket Types
- 2. Order
- 3. Payment
- 4. Shipping
- 5. Ticket Usage
- 6. On The Day Of Travel
- 7. Seats
- 8. Luggage
- 9. Welcome Suica
1. Ticket Types
| Question | Answer |
|---|---|
| How will the Shinkansen tickets be provided? | Our service offers three types of tickets:
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. |
| Do I get to choose the ticket type? | 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. |
| Can I receive a QR voucher through email? | Yes, if you have purchased a QR voucher, you will receive a QR code after your seat reservation is confirmed. Please use this QR code at the ticket machine in the station to print your paper ticket before boarding. |
Chart: Ticket Type and Confirmation/Delivery Schedule
| Ticket Type | Departure Date | |
|---|---|---|
| Less than One Month | More than One Month Ahead | |
| Paper |
Confirmation email: Sent within 24 hours. |
Confirmation email: Sent one month before the travel date. |
|
Delivery Method: - If receiving at the hotel: Sent 7 days before hotel check-in - If receiving at the post office: Sent 1 week before pickup - If receiving at the airport: Sent 3 days before pickup |
||
| QR Ticket or QR Voucher |
Confirmation email: Sent within 24 hours. |
Confirmation email: Sent one month before the travel date. |
|
Delivery Method: Sent via email (information provided in the confirmation email) |
||
Your reservation remains unverified and in progress until you receive a confirmation email from us as scheduled above.
If, for any reason, we are unable to secure your requested tickets (including second or third preferences), a full refund will be issued.
2. Order
| Question | Answer |
|---|---|
| How can I order Shinkansen tickets? | Please refer to the From Purchase To Delivery Page for our service process. |
| I did not receive a confirmation email. Why? | There are several reasons, including incorrect email address, spam filters, or technical issues. Please check your spam folder and contact us if necessary. |
| Can I cancel my order? | Yes, please refer to our Refund Policy Page for details on cancellations.
Please send us an email by replying to the confirmation email or use the contact form from the Contact Page if you wish to cancel your order. |
| Can I return my ticket after receiving it? | 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. |
| How many days in advance can I order? | You can place an order for dates up to six months ahead. Note: We may not handle arrangements for certain trains during the year-end and New Year holidays. |
| What is the earliest date I can buy a ticket for? | For paper tickets, order at least 5 days in advance. For QR vouchers, order up to 4 days in advance. |
| Can I order tickets for tomorrow? | Only QR vouchers can be ordered for the next day. Orders can be placed until noon (JST) the day before the travel date. Paper tickets require at least 5 days advance notice. |
| Can I make any seat requests during reservation? | Yes, you can request specific seats like "window seat" or "last row seat" by leaving a message in the Note section during your order process, but availability is not guaranteed. |
| Is there a child fare? | Yes, child fares are available for children aged 6-11. Children under 5 can travel free if seated on an adult's lap. |
| How can I know my car/seat number for my reserved ticket? | Your car/seat number will be printed on your ticket. It is not mentioned in the confirmation email. |
| Is there a price table? | No, please check the individual train item pages on our website for prices. |
| Do I have to buy a JR Pass separately if I purchase tickets here? | No, the tickets we sell include both the ride and the express fare, so you can take the Shinkansen with these alone. |
3. Payment
| Question | Answer |
|---|---|
| What can I select as the method of payment? | You can pay with your credit/debit card. |
| Which credit card can I use? | We accept VISA, MASTER CARD, and AMERICAN EXPRESS. |
| Can I get a receipt for my payment? | If you need a receipt, please let us know. We will send it via email in PDF format. |
| What is your Cancellation Policy? | Please visit our Refund Policy Page for details. |
4. Shipping (For Paper Tickets / Welcome Suica)
| Question | Answer |
|---|---|
| What are the options for receiving my tickets? | You can choose from airport pickup, hotel delivery, post office pickup, or international shipping. |
| When do you deliver my tickets? | 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. |
| How can I receive my tickets at my hotel? |
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. |
| How can I pick up my tickets at the post office? | Please visit the post office counter during business hours with your ID to receive your items. |
| Can you send tickets to non-hotel addresses like Airbnb? | No, we do not deliver to Airbnb addresses. Please choose airport/post office pickup or international shipping. |
| Can I pick up my tickets at the airport? | Yes, you can collect your items at a designated airport counter upon arrival. |
|
Can you deliver my tickets to my home address outside Japan? |
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. |
|
How long does it take to deliver my tickets to my country? |
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. |
5. Ticket Usagae
| Question | Answer |
|---|---|
| How should I use the Shinkansen ticket? | 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. |
| How should I use the QR Voucher? |
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. |
| What if I lose my ticket? | Lost tickets cannot be reissued. Please purchase a new ticket directly at the station. |
| What is the difference between a ticket and a QR Voucher? | 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. |
6. On The Day Of Travel
| Question | Answer |
|---|---|
| How many hours prior to departure time should I be at the station? |
Most of the Shinkansen depart on time. |
| I missed my train. What should I do? |
You can still use your ticket in an unreserved seat in an unreserved cabin of later trains on the same day. |
| My flight was delayed and I missed my train. Can I get a refund? | 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. |
| Is there a number for lost and found if I left my wallet on the Shinkansen? |
Yes, please contact the JR (Japan Railway) lost and found directly.
|
| How can I check for the latest information if my reserved train is suspended due to inclement weather? |
The latest operational status of Shinkansen and JR express trains can be searched from the following links:
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. |
7. Seats
| Question | Answer |
|---|---|
|
Can I change my seat after receiving tickets? |
Yes, in most cases, you can. 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. |
| Can we have seats together? |
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. |
| I'm in a wheelchair. How can I be seated? | We will assist you with a wheelchair-accessible seat. Please comment in the Notes section during checkout that you require wheelchair assistance. |
8. Luggage
| Question | Answer |
|---|---|
| Is there a luggage size limit on the Shinkansen? | 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). |
| Can I bring my bicycle on the Shinkansen? |
|
| Is there a place to store oversized luggage? | For the Tokaido Shinkansen only, reservation of seats for oversized luggage is required.
|
9. Welcome Suica
Please visit this page for the FAQ regarding Welcome Suica.
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