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Japan Experience Help Center
My Order
My Order
Solve An Issue
In the event of an accident involving equipment in the house, who pays for the repairs?
I missed my train, what do I do?
What do I do if I lose my paper train ticket?
Japan Rail Pass - What do I do if I have lost my voucher or JR Pass?
Japan Rail Pass - I’ve booked my JR Pass too early
Japan Rail Pass - The travel date is not the JRP start date
See all 25 articles
Cancel My Order / Get A Refund
Japan Rail Pass - How do I cancel my pass?
Pocket Wifi - How to cancel and refund
SIM Cards - How to cancel and obtain a refund
Houses - How to book or cancel
Refund delayed / Where's my refund?
Can I get my JR Pass refunded if trains are cancelled or delayed?
See all 10 articles
Shipping & Deliveries
Delivery estimate / When will I receive my order?
Address error / I made a mistake in my shipping address
Traveling too soon / Delivery to Japan
Delivery delay
Missed delivery / I won’t be at home for delivery
Order not received / My order is lost in transit
See all 12 articles
Payment
Card payment refused
Update payment method
Card payment pending
I want to make a booking using a credit note
Bank transfer information / How to pay by bank transfer
ID Check / Fraud prevention
See all 7 articles
Placing An Order
Why can't I add a product to my cart?
Why do product prices change while in my cart?
I am having difficulties placing an order / I am getting an error message
I am experiencing a price discrepancy while trying to place an order
Japan Rail Pass - Can I buy the JRP for someone else?
Pocket Wifi - Product unavailable / out of stock
Modify My Order
Group-guided tours - Can I modify it?
Pocket Wifi - Extend or reschedule rental dates
Japan Rail Pass - Upgrade/Change length of the Japan Rail Pass
Manage My Account
I want to reset my password
I want you to delete my personal data
I would like to unsubscribe from the newsletter