FAQ

Shipping & Return Questions

We include free 5-day shipping in all orders. This includes shipping to the airports listed below, as well as your hotel, AirBNB, local residence, or post office. We also include a return shipping envelope that is self-addressed and prepaid.

What is the process for airport pickup?

We deliver to a number of major airports throughout the country, where pickup is simple and quick for you.

Where do I pick my device up? How do I get it back to you?

We ship the device to you wherever you are in Japan, including airports, hotels, AirBNBs or local addresses. Once your order is completed, we’ll send over the necessary terminal map and any other information you’ll need. When it's time to send it back to us, just throw everything in the included return envelope and drop it off in a Japan Post mailbox!

Can you ship to my AirBNB location or sharehouse?

Yes! We do this regularly. Please make sure with your host/landlord that there will be someone on site to receive packages. Many locations do not have someone on-site and packages are often returned. Due to this, we ship to a nearby Shipping/Post office by default - which you can visit to pick up your package. In many cases, centrally located post offices operate 24 hours for added convenience.

If you're absolutely certain that you or someone else on-site will be available to collect the package, please un-select the "There is no on-site host..." option in the Shipping section while placing your order or alternatively contact us after placing your order. Please note that we cannot be held responsible if you choose this option and miss your pickup.

Why don’t you provide a backup battery with WifiBuddy rentals when Expedited Shipping is used?

Beginning March, 2017, national laws in Japan have changed regarding shipping standard lithium-ion backup batteries using planes. Due to these tightening safety restrictions, we are no longer able to include a backup battery in our Expedited shipping orders. The WifiBuddy itself and it’s batteries are fine and will be fully functional. As this is originally a free bonus service, there will be no discounts given as a result of falling under this new rule.

Why am I being charged for Extended Hours Shipping even though I arrive within the Post Office’s hours at the airport?

We’ve experimented with each airport with the general amounts of times it takes to get through baggage and customs, so we know generally how long it will take. To ensure that you can make it to the post office on time, we’ve built in a margin of safety so you can get through baggage and customs. If your arrival time is within that margin, the system will automatically set you up on Extended Hours shipping so that you will be able to get your package after arrival.

What if I need to cancel my order?

For WifiBuddies and Sim Cards - In the event that the client needs to unexpectedly cancel their service before coming to Japan, as long as we have 6 calendar days notice before the rental starts, there will be no fee. If we've already shipped the package and the user cancels their order, there will be a 50% fee to cover our loss of use. If a rental cancellation is requested mid-rental, refunds will be determined on a case-by-case basis.

For eSim – Due to the contracts we have with our eSim providers, we’re unfortunately unable to make any refunds once the order has been placed.

Do you ship internationally?

In most cases we cannot ship internationally, though if you strongly prefer international shipping, and are okay with potential delays and extra shipping costs, please email us at Buddy@JapanWifiBuddy.com to inquire.

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WifiBuddy Questions

What’s the battery life?

They're good for roughly 5 to 12-ish hours of use, depending on the model and how many people are connected. Like any battery-powered device, continual use will shorten the battery life, and inconsistent use will lengthen it. Either way, we include a backup battery good for another 4-or-so hours of life! (For a detailed battery life comparison, please see our comparison chart)
We include chargers for both the backup battery and the router.

How big is the device?

Our most common model is about 7.5 cm by 7.5cm with a thickness of less than 2cm.

What’s included in the package?

We include the WifiBuddy, a backup battery, cables for both, a multi-port power adaptor, a soft pouch for the WifiBuddy, instructions, and a convenient case that fits all of these. You’ll also receive a prepaid self-addressed return envelope.

What kinds of speeds can I expect?

The manufacturer’s specs show 187.5Mbps download with up to 50Mbps upload speed, though achieving those in real life conditions, especially on crowded network conditions, is a rare occurrence for any device, on any network. Generally speaking it’s safe to expect 10-50Mbps on LTE, and up to 2 or 3Mbps on 3G. Please note that network traffic (especially weekends, holidays or emergency/disaster scenarios) usually push the networks a bit harder, causing slower conditions. Large obstructions such as certain buildings, being deep underground, or other congestion, can also reduce speeds.

How do I connect my device(s)?

Once you’ve powered on the WifiBuddy, simple connect to it using your phone/computer’s “Wifi” menu as if you were connecting to any other wifi network.

What are the coverage areas?

Currently our WifiBuddy devices run on the Softbank network, which is one of Japan’s major networks covering 99%+ of the populated areas. You can refer to their constantly-upgrading network area map by scrolling down on this page : Service Area Map | SoftBank

How many devices can I connect?

Up to 10 devices, though we don’t recommend more than 2 or 3 concurrent if you want to optimize your experience.

Can I top up my plan or extend my rental?

Depending on stock availability, in some cases we can extend your rental. Please email us and we can confirm for you!

Is tax included in the price?

Generally speaking, our prices include everything like tax and shipping, though if you opt for insurance that will be a few dollars more.

Can I buy one at the airport rather than through the website?

To keep our prices low, our offices are in a more remote part of Japan, so some pre-planning and preparation is required.

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SIM Card Questions

Are all the SIM cards unlimited data?

Yes, all of our sim cards provide unlimited data, however, depending on the length and plan you select, it is possible to exceed the LTE-speed allowance, in which case you’ll be slowed down to 3G speeds. There are no overage charges.

How do I connect my device?

You’ll need to make a few settings changes using the instructions we send in your package. Simply put, after installing the sim card into your device, you need to change the APN in the settings menu.

What kind of speeds can I expect?

Generally speaking it’s safe to expect 5-50Mbps on LTE, and up to 2 or 3Mbps on 3G. Please note that network traffic (especially weekends, holidays or emergency/disaster scenarios) usually push the networks a bit harder, causing slower conditions. Large obstructions such as certain buildings, being deep underground, or other congestion, can also reduce speeds.

If I exceed my data limits, what happens?

None of our plans have any overage charges. If you exceed your limit, you're slowed down to 3G speeds. We've experienced 3G during our testing that was pretty much the same speed as the LTE connection, but we've also experienced times when it was very, very slow. Please rent the right router for your data needs, especially if you will be having multiple users.

What are the coverage areas?

Generally speaking, most places there are people in Japan, Docomo and Softbank provide coverage. They claim 99%+ of the populated areas of Japan have coverage, but even the more popular hiking trails often have coverage as well. You can double check their most recent coverage maps on their sites here:

• Softbank
• Docomo

Can I use tethering to connect other devices? Can I share with my friends?

Yes, the SIM cards we provide can use tethering, but please keep in mind that using multiple devices can consume data allowances quickly if you’re not careful). Please also be aware of background app refresh settings that may consume data unbeknownst to you. Generally we recommend getting a pocket WifiBuddy rental for groups, as this will provide superior data speeds and has it’s own dedicated battery for connecting multiple users and devices

What size are the sim cards?

All our SIM cards are NANO-SIZE SIMs, but you can also use them in standard sim size devices. However, we do have adapters (for additional $3.19USD) that we can provide for switching sizes, and those kits also include a sim card removal pin.

Is my phone/device compatible with these sim cards?

Your phone will need to be unlocked for sim use, and it will be a good idea to confirm with your phone’s manufacturer. Generally a quick Google search can help you see if your phone will work with Japanese SIM cards. Our SIM cards run on the Softbank and Docomo networks.

Can I top up my plan?

Unfortunately with sim cards we don’t offer any top-up services, so we recommend choosing a data plan that provides plenty of leeway for your needs.

Is tax and shipping included in the price?

Yes.

Can I buy a sim at the airport? Do you have a kiosk or shop?

We don’t have any locations at the airport, so we recommend ordering a few days before arrival so we can ship to you at the airport, or to your accommodation.

Do we need to return anything after using it?

No need to return anything for sim card orders. You can keep your sim card as a memento of your trip, or simply throw it away.

How can I get assistance with technical difficulties?

We do recommend sim cards for those who are more comfortable making changes to their sim card settings, but we’re always available via email.

Can I make phone calls back to my family and friends back home?

Only using services that use data, such as Facetime, WhatsApp, Skype, Google Groups, Facebook Messenger, etc.

Is there any activation required?

Once you put the card in your device and change the settings, it will activate and connect to the network for you.

Can we use the sim card in other devices like a watch or pocket wifi device?

The SIM cards we provide are mainly used for phones. We don’t recommend attempting to use one in a pocket wifi devices that’s designed for another country. If you’re hoping to keep a group connected, we recommend renting one of our pocket WifiBuddy devices.

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eSim Questions

Are all the eSim plans unlimited data?

Yes, all of our eSims provide unlimited data, however, depending on the length and plan you select, it is possible to exceed the LTE-speed allowance, in which case you’ll be slowed down to 3G speeds. There are never any overage charges.

How do I connect my device?

Connecting simple requires a few clicks on the settings menu to complete once you’ve received your QR code from us. We include instructions in the email with more information.

What kind of speeds can I expect?

Depending on network traffic, location, emergency status, etc., there is a large range of data speeds you can expect to experience, but Softbank and Docomo are Japan’s premier networks and generally provide 5-50Mbps on 4G+, and .5-3Mbps on 3G.

If I exceed my data limits, what happens?

Depending on your plan, you’ll be slowed down to 3G. Plans with “Daily Limits” are refreshed every day at midnight Japan time, but plans without daily limits can be used at your own pace. For example, with a 15GB card, you can use 1GB per day on the busy days, and if you want to take a break and stream some media, you can use 5 or 10 GB as long as you don’t exceed the 15GB. Once exceeded, you’ll be slowed down to 3G speeds for the rest of the trip.

What are the coverage areas?

Generally speaking, most places there are people in Japan, Docomo and Softbank provide coverage. They claim 99%+ of the populated areas of Japan have coverage, but even the more popular hiking trails often have coverage as well. You can double check their most recent coverage maps on their sites here:

• Softbank
• Docomo

Can I use tethering to connect other devices? Can I share with my friends?

Yes, most of the eSIMs we provide can use tethering, but please keep in mind that using multiple devices can consume data allowances quickly if you’re not careful). Please also be aware of background app refresh settings that may consume data unbeknownst to you.

Is my phone/device compatible with these eSim cards?

Generally you can check in Settings > Connections > Sim Card Manager > Add Mobile Plan. If this appears, and you’ve confirmed with your maker, then eSim should work on your phone. Not many phones made before 2019 or so offered eSim, so please confirm.

Can I top up my plan?

Currently we don’t offer topping up, so please select the most suitable plan for your needs!

Is tax included in the price?

Yes, our prices are all-inclusive.

Can I buy an esim at the airport? Do you have a kiosk or shop?

To keep our prices as low as possible we don't have any airport offices, but fortunately, we instantly deliver your eSim in most cases, so you can order at any time, even after arriving in the country. You will need a stable wifi connection to complete the setup however.

Do we need to return anything after using it?

No need to make any returns. Just switch your sim card settings back to your home country’s, and you’ll be set!

Is there a help center I can call in the event of technical difficulties?

Yes, we offer tech support via AI chatbot or email.

Can I make phone calls back to my family and friends back home?

Only using services that use data, such as Facetime, WhatsApp, Skype, Google Groups, Facebook Messenger, etc.

Can we use the sim card in other devices like a watch or pocket wifi device?

We don’t recommended attempting to set up an esim on other devices besides smartphones, and won’t be able to offer any technical support in this case.

Can I scan the QR code to install the esim on multiple devices?

No, once the QR code will only work on one device, and after it’s been scanned, it’s “used up” and can’t be re-scanned.

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Other Questions

How far in advance should I make my booking?

eSim – We recommend making your booking 2 days before departure so you can set your phone up.

WifiBuddy & Sim Card – Depending on where you’ll be traveling to, we recommend making your order at least one week in advance. As we’re often fully-booked, the further out your rental is, the more likely we are to have stock for you.

What happens if I lose my rental?

WifiBuddy Rentals - No one likes to talk about this kind of stuff, but it's good to get it out in the open just in case. If the device is lost or damaged such that it becomes unusable or unpresentable, we will bill your credit card for the replacement cost of the included device and accessories. See our Terms of Service for more information. We also offer insurance with all WifiBuddy rentals to halve any replacement or repair fees.

Sim Card and eSim – There are no replacement fees, but you won’t be able to use the service anymore, and we won’t be able to provide any free replacements.

Can I pay with Debit/Prepaid Card?

Sim Card and eSim - Yes.

WifiBuddy Rentals - Yes. However, as prepaid and debit cards have a higher risk of fraud, we require a $200 refundable security deposit to be paid per WifiBuddy for payments made via prepaid and debit cards.

After we receive the WifiBuddy back without any damages, we will refund this security deposit back to your card. This can take upto 10 days depending on the card issuer or bank. In the case of loss or damage, this deposit will be used to cover any fees.

WifiBuddy Insurance is also mandatory for Prepaid/Debit card orders. In addition to this, a mandatory Debit card Insurance surcharge also applies.

You may choose to pay via a credit card without this deposit or continue with a Prepaid or Debit card.

What kinds of payment options are available?

We offer credit card, debit card, and numerous other payment options available through Stripe. We also welcome various currencies so you can avoid international transaction fees.

Can I pay in this currency instead of USD?

Yes, during checkout you’ll be able to select your currency to avoid international transaction fees. As of mid-2023, our payment provider, Stripe, supports 135 international currencies. See the list here.

Do you offer long-term rentals or sim/esim plans for people who will be in Japan for the long-term?

We do! Please get in touch via email and we can discuss the most helpful plan for your needs!

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