Verzending & levering

I don’t have enough time to receive my rail pass voucher before I leave for Japan.
If the date of your departure is too soon, or the date of delivery is after your departure, the best solution is to buy your Japan Rail Pass and have it delivered directly to your hotel in Japan.

When ordering online, indicate the exact address and telephone number of your hotel. Please note that delivery may take between two to five days, so it is ideal that you provide us with the address of a hotel that you will be staying at for at least four consecutive days.

Unfortunately, it is not possible to pick up your vouchers at the airport or at a JR ticket office. You must buy a ticket for traveling from the airport to your hotel.

The voucher must be an original stamped by the issuing agency, which is not possible to do by fax or email. Additionally, please note that it is not possible to buy a Japan Rail Pass in any JR office, travel agency, or even at the airport, because they are not sold on Japanese territory. Because the Japan Rail Pass is intended for visitors traveling to Japan for only a short period of time, it can only be purchased outside of Japan.

Starting on March 8, 2017 the Japan Rail Pass will be also sold at a limited number of stations and airport in Japan. Be aware though that buying the Japan Rail Pass in Japan will be more expensive than buying it on line ahead of time.

1ST CASE: IF YOUR ADDRESS IS INCORRECT OR INCOMPLETE, MAKING DELIVERY IMPOSSIBLE

FedEx should contact you by phone to arrange new details for your delivery. In cases where FedEx are unable to contact you, they will contact us instead. We will then send you an email informing you of the issue with your delivery asking you to contact them.

You can also contact FedEx directly (providing your tracking number) by visiting the page https://www.fedex.com/insight/info/contactus.jsp

Please note that someone else can receive the JR Pass on your behalf. Please leave a signed note on your door or letterbox advising FedEx to deliver your pass to a neighbour or authorising them to deliver the pass without a signature.

2ND CASE: IF YOU HAVE LEFT THE ADDRESS USED FOR THE DELIVERY

If you will be returning to the delivery address, please leave a signed note on your door or letterbox for the attention of FedEx (advising them to deliver your pass to a neighbour or authorising them to deliver the pass without a signature.). If you will not be returning to the address then please let the reception of your hotel know and advise them not to accept the pass on your behalf, at this stage it is also a good idea to contact us.

We recommend that you provide an address where you will be staying for a minimum of 2 or 3 days in case of any delays to your FedEx delivery.

Attention, in the case where your pass is unable to be delivered or if you simply refuse delivery, your package will be returned to us. The cost of returning the package to us will be at your expense and deducted from any refund due to you.

You can have your device delivered to your hotel in Japan or pick it up at an airport:

Depending on the airport and the hour of your arrival, if you are arriving early in the morning or late at night, you can pick up your Pocket wifi at a different counter than the one during the day. The counter is determined by your time of arrival +2 hours.

Below is a list of reception counter for each airport:

TOKYO

• Narita Terminal 1: 8:30 - 20:00 = The post office counter
• Narita Terminal 1: 6:30 - 8:30 and 20:00 - Last flight = QL Counter
• Narita Terminal 2: 8:30 - 20:00 = The post office counter
• Narita Terminal 2: 6:30 - 8:30 and 20:00 - Last flight = QL Counter
• Haneda Airport : 24/7 = JAL ABC Counter

OSAKA

• Kansai Airport: 9:00 - 17:00 = The post office counter
• Kansai Airport: 6:30 - 9:00 and 17:00 - 22:30 = JAL ABC counter

NAGOYA

• Chubu Centrair Airport: 6:30 - 21:30 = Yamato counter

SAPPORO

• New Chitose Airport: 9:00 - 17:00 = The post office counter
• New Chitose Airport: 7:30 - 9:00 and 17:00 - 19:00 = New Chitose Temporary baggage storage

FUKUOKA

• Fukuoka Airport: 8:00 - 21:00 = Yamato Counter

You will be contacted regarding the final information of the pickup counter 2 days before the start date of your rental, along with your tracking number.

You can have your Pasmo or Suica card delivered to your home before your departure, or directly in Japan (for example at your hotel). Your card will be sent at the same time as your rail pass, if applicable.

You can also come and collect your Pasmo card or Suica card directly in one of our agencies.

The suica / pasmo cards can be purchased before your trip to Japan, without any impact on their use.

You have already ordered your Japan Rail Pass, and upon reflection, you would like to change the duration, or switch from a normal pass to a Green pass. Either of these options are possible.

All you need to do is place a new order within the following three months. You must then return to us your first voucher for  a full refund (excluding delivery costs of the first order), by registered mail, with a  note of explanation, to the following address:

Japan Experience
Suite 14 137-139 High Street Beckenham
BR3 1AG London
UNITED KINGDOM

Please note that there is still a delivery charge for the new delivery. We thank you in advance for checking that you will receive your delivery before your departure (estimate your delivery time).