FAQ

  1. Do I need to register my user information?

    Yes, you will need to register the user information we need to deliver the luggage.

  2. Can I only make reservations from abroad?

    You can make reservations in Japan or abroad.

  3. Is the service available to residents of Japan?

    Basically, the service is intended for foreign visitors, but Japanese residents may also use it.

  4. Can I pay in cash?

    Payment will be charged to the credit card you entered in your account when you registered as a user.

  5. Can I cancel after making a reservation? Is there a cancellation fee?

    You can cancel your reservation on your account page. If you cancel before the luggage has been collected, there is no cancellation fee. We do not charge a cancellation fee even if you are unable to drop off reserved luggage. There is a 100% cancellation fee if you cancel after the luggage has been collected.

  6. Can I change my reservation?

    You can only change the number of items for collection. To change the date of use, arrival date, forwarding destination, or luggage collection point, please cancel the original reservation (cancellation fees do not apply) and rebook.

  7. Is there a guarantee in case of damage to the luggage or delays?

    The service is provided by Yamato Transport and conforms to the TA-Q-BIN terms and conditions. There is a limited liability of 300,000 yen per item of luggage. Please follow these links to review the terms and conditions.
    Japanese: http://www.kuronekoyamato.co.jp/ytc/agreement/pdf/y_01_takkyubin.pdf
    English: http://www.global-yamato.com/en/agreement/pdf/y_01_takkyubin.pdf

  8. Can I confirm the status of the luggage after collection?

    A notification email is sent to the email address registered in your user account when the luggage is collected (when Yamato Transport collects the luggage) and when it is delivered (when Yamato Transport delivers the luggage to the destination). You can also confirm the delivery status via the call center or the tracking system.

  9. Can I use the service without a network connection?

    No, you cannot. A network connection is required to use the service.

  10. Is there anything you cannot deliver?

    We deliver suitcases, traveling bags, backpacks, or other hand luggage as well as cardboard boxes with a total outer dimension (length x width x height) of 160 cm or less and weighing 25 kg or less. (We plan to expand the service to handle skis, snowboards, and golf bags in the future.) We cannot deliver items that are not accepted by regular delivery services such as cash or hazardous materials

  11. Where do you deliver?

    We can forward luggage to more than 12,000 facilities including accommodation facilities and airports. We are expanding the service as needed.

  12. Is it possible to send luggage from or to other accommodation facilities than the ones where I have booked accommodation?

    No, it is not possible.

  13. Where can I drop off my luggage?

    We collect luggage from agencies (accommodation facilities, airports, tourist information centers) equipped with Luggage-Free Travel terminals.

  14. How many forwarding locations are there?

    At present, there are approximately 900 locations, but we are gradually expanding the service.

  15. Which airports offer the forwarding service?

    It is possible to forward luggage from ten airports including Narita, Haneda, Kansai, Chubu, Shin-Chitose, Sendai, Hiroshima, Fukuoka, Nagasaki, and Kagoshima airports. We are gradually expanding the service to other airports.

  16. Can I change or add to the number and size of items when I drop off the luggage?

    Yes, it is possible to use the terminal to add or change items when dropping off the luggage

  17. Can a representative (including guides or tour conductors) make reservations for several people?

    Yes, a representative can make reservations for groups of people.

  18. Which languages does the terminal support?

    Nine languages including English, traditional Chinese, simplified Chinese, Korean, Thai, Spanish, Italian, French, and Japanese.

  19. Can I use the service after the reserved date and time?

    Since the original reservation will be void, you need to access your account page and make a new reservation.

  20. Can I make the shipping arrangements before the drop-off date for reserved luggage?

    Yes, you can. However, if you would like to change the collection date, you need to first cancel the original reservation (cancellation fees do not apply) before rebooking.