FAQ

Our business hours : Open Mon～Fri, 10:00～17:00 / Closed Sat, Sun, Holiday (Japan time)
Therfor please make your order before 5 ~ 7 our business days at least via online

Contact to us : support@pupuru.com / Skype: pupuru_international
Our business hours : Open Mon～Fri, 10:00～17:00 / Closed Sat, Sun, Holiday (Japan time)
Therfor please make your order before 5 ~ 7 our business days at least.
◆Inquiries during office off dates, we will get back to you asap on next business days,
please note that there might be a case to take two or three business days for us to respond to your inquiry.

Full payment by credit card is only accepted. Please note that payment in cash is not acceptable. Master, Visa, JCB, and AMEX cards are acceptable. Non credit card holders, please contact us. We will find out the solutions.

Bassically payment by credit card is only accepted. However it will be available on depends on card company.

Impossible, the order must to be made through online in advance.

We have 2 types of WiFi router, the one is au “HWD11” and the other one is SoftBank “501HW”. They are both 4G LTE / Unlimited types.

①Unlimited (Data) Broad Internet Coverage au “HWD11” has wider coverage and good for suburban areas such as ski resorts and sightseeing spots including mountain side. Recommended for Hokkaido, Okinawa, Suburban areas.

②Unlimited (Data) Hi-Speed WiFi Connection On the other hand, SoftBank “501HW” is an ultra-high speed WiFi router and good for city areas and very useful for those who watch movies and video calls frequently. Recommended for Tokyo, Kyoto, Osaka, City areas.

Since pupuruwifi has a fixed rate for communication fee, no need to worry about extra charge due to overuse.

Please try restarting once. Also, if it is a location such as underground, the degree of incoming radio waves is weak, and there might be a case where sufficient communication speed does not come out. Please go out to the ground and try the communication again. Please contact our support center if you think of a terminal malfunction.

We will provide an AC adapter and USB cable for charging up a battery. English manual, Black pouch, and Prepaid envelope for return are also included.

You are allowed to drop off the devices by the final rental day. The late charge will be required after this. We will judge the return date from the date collected by Japan Post.
We will admit the return postmarked on the next day, however we are afraid that there is no guarantee that your package would be collected by the next day.
Therefore, we request our customers to drop off by the final renal day no matter how late it is (before 11:59PM) to secure (obtain) the postmark of the next day because packages are to be collected within 2 days from the date you posted at the latest especially in suburban areas.
*The time schedule of collection is normally displayed on each post box.

hotels and residences (including Airbnb) are available.
For hotel delivery, please make sure the name on your order matches the name on your booking reservation. For residence deliveries, please make sure to provide us with very specific address and the name of the guest house.
Someone has to be there to receive the devices during the delivery time as we need the sign to receive from you.

Self-addressed (prepaid) return envelope will be provided along with the device. Please put all the components together into this prepaid return envelope and drop it into any red mailbox(postbox) located across Japan before 11:59PM of your final rental day. The late charge will be required after this. This is very important and ask your attention that there is no mailbox after you have passed through customs Clearance/Inspections at the airports. Therefore please drop off before then. Postboxes at the airports are available in the departure lobbies and in the main buildings.

Self-addressed (prepaid) return envelope will be provided when you receive the device at the same time. Please put all the rental kits together into this envelope and drop it into a mailbox(postbox) you will find anywhere in Japan. You are allowed to drop off the WiFi by the final rental day. This is very important and ask your attention that there is no mailbox after you have passed through customs Clearance/Inspections at the airport. Therefore please drop off the envelope

The normal delivery fee is 1,500 JPY (without tax).
This includes the fee of shipping and returning in all. Okinawa, Hokkaido and remote islands "1,500 JPY/Kits x 1.5"

Contact to us : support@pupuru.com / Skype: pupuru_international 　
Business hours : Open Mon～Fri, 10:00～17:00 / Closed Sat, Sun, Holiday
Therfor please make your order before 5～7 our business days at least.
◆Inquiries during office off dates, we will get back to you asap on next business days,
please note that there might be a case to take two or three business days for us to respond to your inquiry.

※Please note that someone should be there for receiving the device
If you are not sure about that, please contact to Owner for confirmation
★We are not responsible for Delivery Failure due to an incorrect shipping address provided.

The name of the hotel, telephone number, reservation name is required.
*Please contact to the hotel for make sure that they will recieve the pacakge on behalf of you.
*If the resrvation name at the hotel is incorrect, there is possibility to reject your package by the hotel.

Please send the WiFi to the following address,
(put you name and your order ID on the parcel.)
--------
【Address to return】
PuPuRu International Inc.
Nishiki Chuo Bldg. 10F, 3-5-27 Nishiki, Naka Ward, Nagoya,
Aichi Prefecture
TEL：+81-52-957-1801 POSTCODE： 460-0003
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*Please note that the sending fee has to be paid by yourself and importing fee to Japan
if it was billed to us will be charged to your credit card.

【Based on No Insurance (Exclusive of Tax)】
In case of lost or damaged of devices within the contract period, customers will be charged the following compensation (without tax)
・Device(Included Battery, Internal SIM card ) 40,000 JPY
・Device(Pocketalk) 30,000 JPY
・Battery only 1,500 JPY
・AC adapter/USB cable 1,500 JPY
・Pouch 1,500　JPY　
・Extra Battery(Options) 3,000 JPY

We recommend you to purchase Damage insurance option.
It's not possible to add insurance after your rental starts.
Damage insurance will be effective for the lost and damaged.

The lost/damged fee will be charged and we will send the replacement.

It's not possible, please purchase insurance in advance.

Yes, there are 2 kinds of insurance (100JPY, 300JPY per day)

"POCKETALK" an advanced IoT product, can two-way translate, support over 60 languages.
It is very small device but lets you give opportuneties that were not previously possible.
Imagine that you have over 60 interpreters in your pocket.

It's portable power bank.

Japanese phone number can be used.
Incoming calls free (from Japan and abroad)
Calling charges are based on metered rate.
(1)Domestic calling fee: 40JPY/30sec
(2)International calling fee: URL

Yes, head over Order

Please contact us before your final rental date to extend your rental period. It will NOT automatically be extended without any further request.

The order confirmation email will be sent automatically after your order is completed.
Please find the url for extension the bottom on confirmation email.
*Extension via URL is valid until the end of date of rental.
If it does not work anymore, please contact support@pupuru.com
(For extension with Pupuru staff, handling fee 500JPY is required additionally)

To restart the device, please refer to the instruction "HOW TO RESET" that provided with WiFi.
Step1. Power on Wi-Fi router in advance.
Step2. Press & Hold Reset Button with a fine-tipped object for five seconds or more to reset settings to defaults.
You will see that the device screen turns off and on.
*Do not Press Reset Button strongly. May cause damage.
If you need our help, please contact support@pupuru.com immediately.

Please contact support@pupuru.com

No worries please return it but no refund possible. But any refund not possible

We are sorry that no refund possible.
Internet speed varies among users and may depend on location, reception, network traffic, and other external factors.
It will become difficult to use when the signal conditions are weak or disrupted.
The indicated communication speed is working at its best ability.
If you need our help, please contact support@pupuru.com immediately.

Please send the WiFi to the following address,
(put you name and your order ID on the parcel.)
--------
【Address to return】
PuPuRu International Inc.
Nishiki Chuo Bldg. 10F, 3-5-27 Nishiki, Naka Ward, Nagoya,
Aichi Prefecture
TEL：+81-52-957-1801 POSTCODE： 460-0003
--------
*Please note that the sending fee has to be paid by yourself and importing fee to Japan
if it was billed to us will be charged to your credit card.

It's not possible depends on cases, first of all please contact us support@pupuru.com
Business hours : Open Mon～Fri, 10:00～17:00 / Closed Sat, Sun, Holidays in Japan
◆Inquiries during office off dates, we will get back to you asap on next business days,
please note that there might be a case to take two or three business days for us to respond to your inquiry.

Please check the manual of Pocektalk has been provided with the device.
If you need our help, please contact support@pupuru.com immediately.

>First of all please contact us.
Skype: pupuru_international
Business hours : Open Mon～Fri, 10:00～17:00 / Closed Sat, Sun, Holiday
◆Inquiries during office off dates, we will get back to you asap on next business days,
please note that there might be a case to take two or three business days for us to respond to your inquiry.

(1)If it is Softbank 501HW, it's not possible.
(2)If it is au HWD11, system langunage is English bassically.
*Please rest assured that you can use the devcie very easly, we will provided the instruction in English. It's not necessary to set the device langue in English

This is normal and should not affect device's performance.

No, PUPURUWIFI available only in Japan.