FAQ
Q. How do I pay?
A. Please make the payment on-site using a credit card, QR code payment, or transportation IC card. Cash is not accepted.
Q. Is it possible to cancel after making a reservation? Is there a cancellation fee?
A. You can cancel your reservation from ‘Contact’ on this page. You will not be charged with a cancellation fee if it is prior to your luggage check-in. You will be 100% charged after checking in luggage at the counter.
Q. Is it possible to deliver luggage to/from accommodations I am not staying at?
A. No, we cannot.
Q. Is it possible to deliver luggage from hotels to the airport?
A. We currently cannot.
Q. Can I still use the service past my usage reservation date/time?
A. It will automatically be canceled, so please make a new reservation from the Delivery Reservation Form.
Q. Is it possible to deliver luggage other than suitcases?
A. Similar-sized luggage is deliverable.
Q. Is it possible to make changes to my reservation?
A. To change the number of luggage to deliver, please inform the staff at the counter. To change the usage date, hotel location, etc., please cancel your reservation from ‘Contact’ (no cancellation fee charged), and make a new reservation.
Q. Where do I check in my luggage?
A. Delivery is available from the ecbo cloak Marunouchi Store located on B1F of Shin-Marunouchi Building, near Tokyo Station (please check the map on the top page).
Q. Which areas are available for delivery?
A. Delivery is available to accommodation facilities such as hotels within Tokyo’s 23 wards and certain areas of Chiba Prefecture (Urayasu City), as well as Haneda Airport Terminal 3. Delivery to other areas is currently not available. In addition, the accommodation facility must have staff on-site. Delivery to unmanned facilities is also possible; however, you must personally receive the luggage directly.
Q. Is user information necessary for reservation?
A. Yes, please enter all necessary information for luggage delivery.
Q. Is this luggage delivery service only for foreign visitors?
A. The service can be used by both local and foreign users.
Q. Is it possible to check the delivery status after check-in?
A. We cannot provide delivery status info.
Q. What items are prohibited?
A. We cannot deliver items such as valuables, cash, hazardous/illegal items, animals, plants, etc.
Q. Is it possible for one person (including tour guides, conductors) to make a reservation for a group?
A. Yes. Please check in all of your luggage at the counter at the same time. For those arriving on different flights, please make separate reservations.
Q. What if my flight is delayed and cannot make it to the counter during business hours?
A. We can only accept same-day delivery during business hours.
