Customer Support

Frequently asked questions (FAQ)

• QCan I retrieve my items on a day other than my departure date?

  AYes, the pick-up date is not limited to the departure date.
• QWhich payment methods do you accept?

  APayments can only be made online. Visa, Mastercard, JCB, and American Express are now accepted. WeChatPay users can pay with WeChatPay for the remaining payment amount when retrieving items.
• QCan I change the pick-up date?

  AYou cannot change the pick-up date. You will need to cancel the order and purchase again.
• QWhat do I need to present when retrieving items?

  A・Make sure you have an active internet connection to complete payment. ・The person who made the order must come to the pickup location in person to complete the transaction. ・The person who made the order must bring their passport (must be e-Passport) with a valid landing permit seal affixed to the passport. ・The face of the person who made the order will be photographed. ・Payment by credit card (Visa/Mastercard/JCB/American Express) is required when retrieving items.