Ticket Repurchase Process (Lost tickets)

Please read the instructions below for your ticket repurchase process for those who have lost or left the tickets in your country.

As stated in our refund/cancellation policy, we cannot make any cancellations after your tickets have been shipped out.
https://shinkansen-ticket.com/pages/refund-policy

Please follow the steps below for how you get a refund from us. 

Ticket Repurchase Steps:

Step 1)

Please visit a ticket counter at any JR (Japan Railway) station and request a repurchase of the same tickets as follows.

(1) Please explain at the JR ticket counter that you lost your tickets, and so it will be “REPURCHASE” for your original tickets.
JR Counter staff will give you the tickets with a stamp showing "(紛失再)" in red (something looks like the picture below), which indicates they are "repurchased" tickets.

Showing the Japanese message below may help the staff at the station understand the situation better and quicker.

チケットを紛失したので、現金で「再購入」扱いで同じ列車のチケット購入を希望します。
＊再購入チケット利用後の到着駅では、有人改札機を通らなくてはならないこと、使用後のチケットを保管する必要があることは理解しています。

(2) Please purchase the tickets in CASH so that we can assist you later.
If you make a repurchase with your credit card, we won’t be able to help you as JR requires us to present the credit card used to purchase the repurchased tickets for the refund.

(3) Please remember that you need to keep the repurchased tickets after use.
Please use the ticket gate with JR staff (manned gate) instead of the automatic ticket gate when you exit from the station.
If you use the automatic ticket gate to exit, YOU CANNOT GET YOUR TICKETS BACK, and we won't be able to refund you.

Step 2)

Please send us back your original and newly purchased tickets after your trip.
It is important that we receive your tickets within 60 days after your travel date.
If you only need to return the newly purchcsed tickets, we recommend you send us back your tickets during your stay in Japan as it costs less for the shipping.

We recommend you use the postal service that provides a tracking status to avoid any troubles.

Our Office Address:
Shinkansen-Ticket.com
419 NOA Dogenzaka,
2-15-1 Dogenzaka, Shibuya-ku,
Tokyo 1500053, JAPAN

Step 3)

Once we receive both of your original tickets and newly purchased tickets, we will visit a JR ticket counter for the refund.
Please note that JR charges a handling fee for this refund.

Step 4)

We refund 90% of your ticket price from the original order to your credit card - You get your refund at this point.
Please note that we will not refund fully as we need to pay the handling fees for the refund to JR.

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Please note again that no refund can be made without both tickets being returned to our office; 1) the original tickets, and 2) the newly purchased tickets.