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Resolving SIM/eSIM Setup Issues

When customers face difficulties setting up their SIM card or eSIM, we make every effort to provide comprehensive support. If the information provided by customers isn’t sufficient to fully resolve the issue, we’ll invite them to visit our office. Alternatively, we’ll guide them step-by-step over the phone. We’re also open to exploring additional solutions if needed.

Resolving Order Pickup Issues Due to Flight Delays

We are committed to assisting customers who experience challenges with picking up their orders. For example:

• If a customer is unable to pick up their order due to a flight delay, we will promptly send their item to their hotel or other accommodation.
• If a customer’s flight arrives at a different airport, we can arrange for pickup at the new airport (e.g., Narita, Kansai International, or Fukuoka Airport) or coordinate delivery to their hotel.

Resolving Fiber Internet Installation Issues

When fiber cable installation encounters problems due to building-related issues (such as a lack of piping), we provide customers with a detailed explanation of the situation. In addition, our Japanese staff will contact the building management company or owner directly to resolve the problem. While we cannot always solve the problem, we will always do our best to complete the installation.