A; TOCOO! sent the parcel including the card according to the requested schedule.
Even if you did not receive it or did not use it, there is no refund.
faq-category: ETC Cards (Pickup & Return)
Q; I booked a TOCOO Expressway Pass and received the parcel at the convenience store/post office. Is it correct that there is only 1 ETC card in it? I thought it should be 2 cards, a TEP Pass card and ETC card.
A; TOCOO sends you 1 ETC card registered as your TEP Pass in the parcel.
You can use your TEP Pass by inserting the ETC card to the ETC device on board.
Q: How can I pick up ToCoo! ETC card when I arrive at the airport terminal outside of the business hours of the Convenience stores/Post Offices?
You can NOT pick up your parcel outside of their business hours of theConvenience store/Post Office.
You must go to the Convenience store/Post Office on their next business day during their business hours.
You may change the parcel pick up location to the other Convenience stores/Post Offices by 10 days before the car pick up date.
*The parcel storage period is 5 days, after arriving 5 days, the parcel will be returned.
Please note that there is NO refund basically, even if you can not pick up the parcel.
Q: How can I change the shipping address for my ETC Card?
If you inform us by 10 days before the car pick up date, you may change the delivery address.
Please contact us via the Inquiry Form.
Please note that the parcel pick up location is ONLY the designated convenience stores(Post Offices).
Q: Can I pick up ToCoo! ETC Card at the rental car outlet?
No, it is NOT possible.
ToCoo! ETC card can not be received at the car rental outlets.
You may receive it at the designated Convenience store/Post Office.
Q: I forgot where I’m supposed to pick up my ETC Card and/or Wi-Fi Router at. What should I do?
Please access our STORE Locator below;
You can find your ETC Card/TEP Pass/Wifi pick up point on the Google Map.
And the location can be confirmed in the Confirmation Email and the Email including QR Code/Tracking Number sent by 1 day before the car pick up date may show your parcel pick up location.
Please be sure to check the Spam/Junk folder either, if you can not find the Emails from ToCoo!.
If you still can’t find the Email, please contact ToCoo customer support. immediately.
We will check the situation and contact you.
Q: I haven’t received my ETC Card yet. What should i do?
For customers who have reserved an ToCoo! ETC Card, a receiving number Email will be sent to you by 2 days before the car pick up date so that you can show the number at the Convenience store/Post Office.
If you haven’t received the Email, please contact ToCoo! immediately.
We will check the situation and contact you.
Q; How can I receive ToCoo! ETC card (Wifi Router) in the case I arrive on the date before the car pick up date?
ToCoo! ETC card(Wifi Router) reaches the designated Convenience store/Post Office by 2 or 3 days before the car pick up date.
If you would like to receive it before 3 day or earlier, please contact ToCoo! by 10 DAYS BEFORE the car pick up date so that we arrange to ship it earlier than the schedule.
Q: How do I return the ToCoo! ETC Card?
On the car return date, please put your ToCoo! ETC Card into the return envelope that came with the package, and put in any post box in Japan.
Please note that some post boxes might be too small to fit the return envelope.
Q: Can I return the ToCoo! ETC Card/Wi-Fi Router to the rental car outlet?
No, it is NOT possible.
Please follow the return instructions in the package or in your Reservation Confirmation Email.
If you return it to the rental outlet and it gets lost, you will be charged the loss penalty fee.