About the Passes
About the Passes
When should I purchase the Exchange Order?
It is recommended to purchase it within the period of three months before the expected start date to two weeks before your departure to Japan. Please note that Exchange Order must be turned in for a JAPAN RAIL PASS within three months of the date the Order was issued. Moreover, the Pass can be purchased at JR 's major stations in Japan, but in that case the price will be higher.
I forgot my Exchange Order (or just lost it). What can I do?
If you do not have an Exchange Order in your hands, you cannot exchange it to JAPAN RAIL PASS, so please purchase the JAPAN RAIL PASS again in Japan. For the Exchange Order bought initially, cancellation can be processed if you still possess the original Order. Cancellation can only be done within one year from the issue date at the store where the pass was purchased. (If the Pass is bought from our site, cancellation cannot be handled at other stores or JR's ticket offices)
Where can I obtain my JAPAN RAIL PASS?
It can be obtained at the airport or “Midori-no-madoguchi” (ticket office) of major stations. (For details, please visit JR's website) ※Please be aware that opening hours vary according to different ticket offices ※Please do not forget to bring your passport as you are required to present it
Need I start using JAPAN RAIL PASS from the date of redemption?
You can start using it as soon as you redeem it, or you can decide to start from another day. Please specify the start date during redemption.
How to count the effective dates of JAPAN RAIL PASS?
00:00~24:00 is counted as one day. For example, if you start using the 7-day Pass immediately after 15:00 on April 1, it will be available until 24:00 on April 7 (0:00 on April 8).
What should I do to get on a train?
Please pass through the gate with station staff instead of automatic ticket gates. Please show the Pass to the station staff at that time.
How to make reservations of Sinkansen's reserved seats?
You can book at “Midori-no-madoguchi” (ticket office) of every station. Since it is possible to take several tickets at once, you are advised to arrange collectively as soon as your itineraries have been well decided. Also, since internet reservation service is also available for Shinkansen of JR East, you may reserve your seats before entering Japan.
Can children under the age of 6 use the reserved seats of Shinkansen or express train without JAPAN RAIL PASS?
If your child occupies any reserved seat, a child ticket is required.
Regarding the applicable age of JAPAN RAIL PASS, which time point is it referring to?
The age at issue date of Exchange Order will be applied.
What is the difference of Green Car (1st class seats)?
The width of Green Car's seat is wider than that of a regular car, and the distance between front and back seat is more spacious. Footrests are available as well. Electric outlets are attached to all seats in some latest train models.
Do I need to register as a member?
You can purchase without registering as a member. If you register as a member, you do not need to re-enter contact information during your next purchase.
Please tell me how to pay online.
Currently you can only pay by credit card.
When is the credit card payment due date?
It depends on the credit card company. Please check with your credit card company for details.
Can I order online and receive it at the shop?
It's possible for people in Singapore. If you wish to receive it at the shop, please select "SingaporeStore receipt" as the delivery country on the ordering page and please visit the store within one week. However, the payment has to be settled online when ordering.
Which courier company will be handling the delivery?
That'll be FedEx. However, Singapore domestic delivery will be handled Singapore Post.
Can I specify the delivery date and time of the ordered items?
It is not possible to specify the date and time. Please make sure there is sufficient time before your departure date.
How long does it take to deliver?
We will dispatch from Singapore within 3 business days after receiving your order. The number of days required for delivery varies depending on the delivery country. For details, please see the following.
Can I change my shipping address after ordering?
Basically, you are not able to do so. If the item is returned to us due to any error in shipping address, additional shipping fee will be charged for re-delivery.
Moreover, if the item is returned to us due to reasons like unknown address, refusal to receive, etc. and we do not receive any contact from customer, it will be regarded as cancellation or return and handling fee will be charged respectively.
If I don't know the password...
Please enter your registered e-mail address (member ID) here and please reset.
What is orderID?
An "orderID" is issued for every order. Please check the email when you have completed your order. Your orderID is necessary if you have any inquiry, therefore please ensure it won't be forgotten.
Can I change my ordered items?
Basically, you are not able to do so. If any order is placed mistakenly and cancellation is required, handling fee will be charged respectively. Please check your order before proceeding.
If the product I received is defective or different from what I ordered...
For inquiry, please check you orderID, product names of the item you received, and the item you ordered. We are sorry that it may take a bit of your time but please contact us after checking.
If I don't know how to use SIM card...
There is a dedicated inquiry contact. Please check the relevant contact written on the product and call accordingly.
What should I do to cancel?
After contacting us by the inquiry form on this site, please return the Exchange Order to our Singapore office (we recommend FedEX or any other shipping method that can be tracked). As soon as we receive the returned Exchange Order, cancellation will be processed. In addition, we will charge 10% + 2,000 yen (※) of the price as a cancellation fee.
※ Charged per case of cancellation regardless of type and number of ticket
What is returnID?
In case of cancellation or return, we will issue a returnID separately from the order number for processing.
My items still haven't arrived.
Courier company's tracking number is stated in the e-mail when the product is dispatched. You can check up on that.
Is there any product that is non-returnable?
Products other than JAPAN RAIL PASS cannot be returned in principle.
Japan Rail Pass by DeNA Travel © 2018