Customer Support Team
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Recent activity by Customer Support Team
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Delivery delay
Occasionally we have shipping delays beyond our control, due to carrier issues. This could be a back-up of items at a sorting facility, or a delay in transit. We will contact the shipping service i...
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EU bank transfer refund details
If you have paid for an order by bank transfer and require a refund, we will need your bank details in order to process your refund and transfer the money back to you. For a refund via bank trans...
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Pocket Wifi - I haven't received my tracking number
To pick up your pocket wifi, you’ll need to go to the pickup counter and show staff your passport, and the tracking number we send you by email. The tracking number and pickup counter details will ...
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I am interested in your books and editorial materials
Have you always dreamed of exploring the Japanese archipelago, but didn't know where to start? Have you already made several trips and thought you knew everything about the country? Then discover o...
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What is the cancellation policy when renting accommodation with Japan Experience?
If you have to cancel your stay after booking, please inform us by sending an email as soon as possible: the date the email was sent will be the date used when determining the cancellation costs. ...
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Why are there multiple train types for the same route ? (Hikari, Sakura, Nozomi, Kodama...)
Nozomi: Among the Tokaido/Sanyo Shinkansen, the Nozomi is the fastest train. It stops only at the most numerous train stations between Shin-Osaka and Hakata. With a top speed of 168 mph (270 km...
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Which buses and ferries can I take using the Japan Rail Pass?
Did you know that besides trains, the Japan Rail Pass also gives you unlimited access to some buses and a ferry? Your Japan Rail Pass gives you access to the JR local bus lines (JR Hokkaido Bus, JR...
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Group guided tours - Can I contact my tour leader before the tour begins?
Before your tour starts, you will be invited to join a WhatsApp group with your tour leader. If you want to ask questions before this, you can reach us at our usual address contact@japan-experience...
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How to get a refund on your Hakone Free Pass in the event of bad weather
If during your stay in the Hakone area, the train and cable car services are interrupted due to poor weather, it is possible to get a refund of your Hakone Free Pass. In this case, the ticket pri...
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Missed delivery / I won’t be at home for delivery
Please be aware that all our order delivery times are only estimates, and not guaranteed. Some of our shipping methods require you to sign for the envelope upon delivery, which means that someone h...
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