Refund Policy
The refund policies vary by product type. Please refer to the applicable section below.
Shinkansen/Train Tickets (Paper Tickets)
Shinkansen/Train Tickets (QR Vouchers/QR Tickets)
Shinkansen/Train Tickets (Paper Tickets)
The following rules will apply to any order cancellations and modifications for paper tickets only (not applicable to QR vouchers). Refunds will be made to the credit card account used for the ticket purchase.
CANCELLATION
Cancellations are accepted before the shipment of tickets.
| Cancellation Conditions | Refund Amount |
|---|---|
| Before receiving your order confirmation email with your seat number or More than one month* prior to departure |
100% Refund |
|
After receiving your order confirmation email with your seat number |
90% Refund |
| Less than 3 days* prior to departure (including the departure date) | No Refund |
| After the shipment of tickets (regardless of the departure date) | No Refund |
*Japan Time
MODIFICATION
The following requests are subject to additional charges:
| Request | Modification Fee |
|---|---|
| Change of the date/time/class/type of the tickets | ¥3,000/Order |
| Seat requests, such as changing to seats with luggage area | ¥3,000/Order |
| Change of Shipping Address or recipient name (after shipping) | ¥3,000/Order |
| Change of the recipient (after shipping) | ¥3,000/Order |
These rules apply for those whose boarding date is less than a month. No requests can be made once the shipping has been made.
Please contact us immediately if you have trouble receiving your tickets after the shipment.
Shinkansen/Train Tickets (QR Vouchers/QR Tickets)
The following rules will apply to any order cancellations and modifications for QR voucher/tickets only (not applicable to paper tickets). Refunds will be made to the credit card account used for the ticket purchase.
CANCELLATION
Cancellations can be made up until 24 hours before the scheduled travel time.
| Cancellation Conditions | Refund Amount |
|---|---|
|
Before receiving your order confirmation email with your seat number |
100% Refund |
|
Between one month* to 24 hours before travel |
90% Refund |
|
Within 24 hours before travel |
No Refund |
*Japan Time
MODIFICATION
Modifications are accepted ONLY ONCE up to 24 hours before travel (departure time of the reserved train).
| Request | Modification Fee |
|---|---|
| Change of the date/time/class/type of the tickets | ¥3,000/Order |
| Seat requests, such as changing to seats with luggage area | ¥3,000/Order |
Please note that we do not take responsibility for tickets delivered or QR codes sent, especially on or after the departure day. Any issues after delivery are the customer's responsibility, including lost tickets.
Welcome Suica
CANCELLATION
Welcome Suica offers full refunds before shipping. No refunds are available after shipping.
| Cancellation Conditions | Refund Amount |
|---|---|
| Before shipping | 100% Refund |
| After shipping | No Refund |
