Refund policy

Refund policy

This policy applies to everything we sell: eSIM data plans, the U.S. Phone Number eSIM, and pocket WiFi rentals.

The short version. If we have not yet issued or sent you the thing you bought — the activation QR code, the U.S. phone number, or the shipped router — you can cancel for any reason and we refund you in full.

eSIM data plans. We email your activation details (the QR code, or the SM-DP+ address and activation code) the day before your start date, or straight away for a same-day start. Cancel before we send them and we refund you in full. After they are sent, the plan is not refundable: an activation code is issued to you personally and cannot be re-used or re-sold. This applies whether or not you install it, and we cannot refund unused days.

U.S. Phone Number eSIM. Your line is activated on your start date, and we email you the number as soon as it is issued. Cancel before the number is issued and we refund you in full. Once the number has been issued it is not refundable, because the line is activated in your name for the period you booked.

Pocket WiFi rentals. Cancel before we ship the router and we refund you in full, including the shipping charge. Once the router has been posted, the rental is not refundable, and we cannot refund days you did not use. The router and charger must come back to us in the prepaid, tracked envelope we include. If they are not returned, or come back damaged beyond normal use, we will contact you before charging anything.

Changing your start date. Contact us before your details are issued (or before we ship) and we will change the date at no charge.

If something does not work. Please contact us before doing anything else. We will work with you, and with the network operator, to get it working, and we look at each case individually — including a refund where the fault is ours.

How to reach us. Reply to your order email, or call 213-624-2496 (Mon–Sat 9:00–17:00, Los Angeles time). We answer in Japanese and English.