Return for Refund

  • Items posted within 2 days from the start date (the 1st and 2nd day of rental period).
  • Packages unclaimed and returned from the post office. (Please inform us if you were unable to pick up the package.)

We give some refund for both SIM cards and mobile wi-fis that are posted back within 2 days from the start date (the first and second day of rental). If your device was not compatible with our SIM card, or if the mobile wi-fi didn't work well in your location due to the coverage issue, or if you were unhappy with the service, please post the item within 2 days from the start date.

Also, we apply this refund rate when the packages are returned to us from the post office for not being collected, or for unsuccessful delivery due to invalid address.

Please enclose the Refund Request Slip enclosed in the package to get a refund for SIM cards.

We will check the postmark on the return envelope and will not issue any refund unless it is posted by the above-mentioned date.

*Express shipping fee / insurance fee are non-refundable.

For items not picked up at hotels or other non-post office locations, if contact is not made within 2 days of the start date, in addition to shipping and handling fees 5 days worth of service will be deducted from the eligible refund.

Pocket Wi-Fi

Handling Fee 1,080 yen / Device
Shipping Fee 690 yen / Order

Rental SIM Card

Handling Fee 300 yen / SIM
Shipping Fee 690 yen / Order

Order Cancellation

  • We issue a full refund for orders canceled 5 days or more prior to the start date.
  • For the cancellations made later than that, there will be charges as below. The balance will be paid back to your credit card.

To cancel your order, please contact us by email immediately.
Please keep in mind that there are time differences. Japan time (GMT +9:00).

Cancellation Policy Note: Charges below apply for cancellations made between 4 days before and on the start date.

Pocket Wi-Fi

Handling Fee 1,080 yen / Device
Shipping Fee 690 yen / Order

Rental SIM Card

Handling Fee 300 yen / SIM
Shipping Fee 690 yen / Order

Credit Card Refund

  • We only accept payment by credit card.
  • When we issue a refund for any reason, we will do so to the same credit card account the customer used to make the original purchase.
  • For details such as when and how the refund is reflected to your credit card account, please contact your credit card issuer as it varies from card to card and the terms you agreed to for your specific card.

General Refund Process

  1. Customer requests a refund.
  2. We issue a refund on your credit card account.
  3. A credit for the refunded purchase (the final price after the change has been made) will appear on your credit card transaction history/statement on the day or usually within a week we issue a refund.
  4. The amount for the original purchase will be cancelled or credited back to your account if the amount has already been paid off in the previous billing cycle. (It may take some time for the credit card issuer to reflect this.)

Frequently Asked Questions

Why do I see two transactions from NeoWing/CDJapan on my statement?
Once we issue a refund, a credit for the refunded purchase (the final price after the change has been made) will appear on your credit card transaction history/statement. At this point, the original purchase may still be shown on your statement, which sometimes makes customers think they have been charged twice. Please do not worry, it takes a while for the credit card issuer to reflect the changes on the statement. The original purchase will be cancelled completely usually within 2 weeks (some companies may take longer).
My credit card company has already withdrawn the amount from my bank. In this case, is it still possible to receive a refund on my credit card?
Yes, it is still possible to issue a refund even if the amount for the original purchase has already been paid off in the previous billing cycle. The credit will be applied to your account, so your credit card issuer will make an adjustment with your existing card balance.
My credit card charged a foreign transaction fee. Can I get that fee refunded as well?
Please contact your credit card issuer. It is a charge you are paying to your credit card issuer based on your agreement between you and them.
What if the foreign currency rate at the time of original purchase and the refunded purchase were different?
We receive payments in Japanese Yen from the credit card companies and they are not affected by the currency rate. We will not cover the difference in your currency. Please contact your credit card issuer if you have any question regarding foreign currency transactions.
I carried a balance into another statement period and the credit card company has charged me interest. Can I get that refunded as well?
Please contact your credit card issuer. It is a charge you are paying to your credit card issuer based on your agreement between you and them.
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