FAQ
Business Hour
What is your business hour?

We are open from 9:30 am to 6:30 pm through Monday to Friday. We are closed on weekends.

How can I contact support center?

Please call us (+81-3-3560-9566) or contact support@pupuru.com
We are available from 9:30 am to 18:30pm from Monday through Friday.(closed on weekends)
We will reply within one business day.

Ordering
How far in advance should I place my order?

To ensure availability, we recommend placing your order as soon as possible.
For the last minutes order, the order placement deadline is 3 business days before your rental starts.
Within 3 days, please contact us.

I need the device urgently

Order application from Web form is possible from 3 days later.
If you hurry, please call us (+ 81-3-3560-9566), or contact support@pupuru.com

Payment
How do I pay for the rental?

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.

Renting Pocketalk
Do I have to set it before use it?

No need for annoying settings.
No Internet settings required just turn on the power button and use it.

What is the difference between other translation engines such as Google Translator?

Pocketalk pulls its language data from several different translate server including translation engines from Google, Microsoft, IBM and Baidu, looking for the best source depending on language.
With continuous automatic updates, accuracy of translate is further enhanced.

How many languages are available?

More than 60 languages.
Engligh,Chinese,Korean,French etc. From one language to over 60 languages.
Select two languages. Two-way communication is available.

How to use to translate?

The arrow you tap is the language you speak in.
The opposite arrow is the language that your words will be translated into.
Physical click (Press) the device on left/right arrows to start recording left/right side language vice versa.

What is the difference between Physical Click (Press) and Tap?

Physical Click (Press) means pushing the arrows until you feel a phisical click.
Using a Tab means presssing the arrows as gently on the touchscreen without physically pushing it.

How to select languages?

The instruction is provided with the device.
1. Double-tap the Left/Right arrows to access the list of languages.
2. Scroll through the list by Tapping the Up/Down arrows.
3. To select the language, Tap or Press the Middle circle.

How to restart?

After a few seconds of pressing and holding the power button on the back, a flashing light logo appears and the screen turns off.
Wait for a few seconds, then press the power button again to power it on.

How to change volume?

On the Home screen, Tap Up/Down arrows to adjust the volume.

How long does the battery last?

It varies depending on the communication environment · temperature etc, but it works up to 2-3 days on a single battery charge.

How to switch the interface language?

Default language of interface is English.
Go to the Settings menu (Double-Tap Up Arrow), then Tap down to “System Language” and Tap the center circle to complete.
It is available to change the language to Japanese, Chinese, Korean, English.

Need a SIM card?

The SIM card has been inserted into the device.

How to use offline?

Not available while offline.

What is the precautions I should take.

① If it does not work immediately after turning the device on, please wait one ~ two minutes.
② This service is only available in Japan.
③ It will become difficult to use when the signal conditions are weak or disrupted.
Depending on the location of surrounded, it may be difficult to catch a signal for connecting servers.

Troubleshooting
Device isn’t working properly.

Restarting the device will resolve most of the problem.
To restart the device, please refer to the FAQ's "How to restart?"
Automatic software updates may proceed after restarting the device, this will be resolve the problem.
If a restart does not resolve the problem, the device can be reset to factory settings by pressing the small reset button on the back of the device.
If you still have a problem, please contact support team support@pupuru.com

The buttons (arrows) isn't working properly.

First please refer to the FAQ's "What is the difference between Physical Click (Press) and Tap?"
Please Physical Click (Press) or Tap the button with the correct movement again.
If you still have a problem, please restart the device once (refer to the FAQ's "How to restart?").
If the issue persists, please contact support team info@pupuru.com

Pick Up and Return
Where can I get the devices?

East pick up at the airports, 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/Airbnb 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.

How do I return the devices?

An orange self-addressed (prepaid) 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.

Can I return my WiFi device at the airport different from the one where I picked up?

No problem at all.

How much is the delivery fee?

The total delivery fee is 1,000 JPY (without tax).
This includes the fee of shipping and returning in all.

When is the return date?

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.

Is it possible to pick up the devices tomorrow in Japan time?

①AIRPORT
Unfortunately it is too late. Due to the security check at the airports, the package has to be there one day prior to customer’s arrival date.

②HOTEL or Residence (including Airbnb)
It depends on the location to receive, it might be possible, please contact us asap by email info@pupuru.com, Skype (pupuru_international) or call +81 3 3560 9566.
We are available from 9:30am to 6:30pm - Monday through Friday.


Only available in Tokyo
If you are in Tokyo we can send it to the address via Motorbike Express Delivery however the delivery fee is expensive than normal fee.
Motorbike Express Delivery Fee and Time varies depending on the location, therefor please contact us asap by email info@pupuru.com, Skype (pupuru_international) or call us at +81-3-3560-9566.

Compensation
What is the compensation fee for the lost or damaged of device?

【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 ) 30,000 JPY
・AC adapter/USB cable/Pouch 1,500 JPY (If you lose everything or one of them)
・Extra Battery(Options) 3,000 JPY

Damage Insurance
Do you have any insurance?

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.

Cancellation
Can I cancel my order?

Customer who cancels the confirmed order after the dispatching of the device was completed or within 3 business days prior to start of service, the cancellation fee of 3,000 JPY/Kit (without tax) will be required.
The cancellation done 3 days before the rental starts, the total rental fee will be refunded.

Extension
Can I extend my order?

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

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