FAQ

Need more than FAQ? Contact is now

  • Expand All
  • Collapse All

SERVICE

When and how can I place an order?

You can place an order online.
We require 4 business days prior to the rental start date to process the order. Rush order is acceptable ONLY by calling our support number.

Do you accept walk-in orders?

Walk-in orders are available ONLY for USA Wi-Fi at the location below.
(First come, first served)

HIS International Tours
1335 6th Avenue, New York, NY 10019
7:45am - 7:00pm
*Closed on weekends and public holidays

What comes with my rental?

Your Wi-Fi rental includes:
1. Wi-Fi Router Device
2. Charger/USB
3. Converter Plug (Except for orders for Japan, USA, Canada, and Mexico)
4. Case
5. Operating Manual
6. Return Label and Envelope

Accessories
Make yourself prepared for your trip!

Portable Power Bank $3/day
Power Bank MAX $6/day
Car charger $3/day

Where can I use the device?

It depends on the coverage of the networks of local telecommunication firms.
A coverage map is available upon request. Usually, major cities have stable signal. However, if you travel into a less populated area or venture out into the wilderness, there is a possibility that you move outside of the coverage areas

How many devices are needed when traveling to multiple countries?

We provide a “Multiple Country Plan” which allows you to have internet access in multiple countries with one device. However, there are countries that are not covered by this plan. In this situation, you need to bring more than one device.
(The country list)

Can I make a phone call when using Wi-Fi device?

Our Wi-Fi device is only for the Internet connections. You can make a call, by using apps such as Skype and Facebook Messenger. If you travel to Japan, we provide Smartphones which allow you to have unlimited phone calls in Japan.

Is the device manual only available in English?

Japanese manual is available upon your request.

Do I need to sign a contract for the rental?

There is no contract. However, you need to agree with the agreement and our privacy policy, when placing an order.

USAGE

Is there data usage limit?

The data usage limit differs depending on the destination and the device.

What happens when the data limit exceeds?

The network speed may decrease or pause.
Please keep in mind of the data usage.

What can I do with 100MB data?

Facebook Messenger chat: 4,000 times
Facebook Messenger call: 288 minutes
YouTube videos (Standard quality): 2 minutes
Google Maps: 45 times
Web Search: 400 times

Am I able to see how much data I used?

Some devices show the usage of data. However, we highly recommend you to recognize the Fair Usage Policy.

What is Fair Usage Policy?
Fair Usage Policies limit the usage of one user over another at peak times, so that the performance is not affected for the rest of the group. These restrictions are imposed by local Internet service providers to ensure that the best quality of broadband is available to the maximum number of customers. If you continue to use an excessive amount of data, Telecom Square USA will not be responsible for any problems accessing the internet or any other restrictions placed by the local Internet service providers.

How big is the Wi-Fi device?

The size differs from the type of device. However, all devices are as small as business cards and convenient to carry around in your journey.

Can I receive the device for test use?

For USA devices, you may test it upon receiving the device. However, please make sure to use the device for a short time. If used more than 10 minutes, you will be subject to extra rental fee.
For other devices, you may turn it on and test it if your electronic devices are able to connect to our mobile WiFi hotspot. You will not be able to connect to the Internet, unless you are located in the device country’s area.

How do I setup the device?

When you arrive at your destination, please turn on the device and find the SSID on the back of the device.
Then, enter the password showed below the SSID on the back of the device.
Do not forget to turn Roaming off to prevent overpriced local network fees.

How much does it cost to extend the rental period?

There is no extension fee. Only the daily fees will be charged.
If you would like to extend your plan, please contact us via phone or email.

What if I lose or break the device?

There are compensation fees from $15-$200 for the lost or damaged devices/accessories. We highly recommend that you purchase the insurance in the event of accidental loss, theft, or damage. By purchasing the insurance option, by $2.95 per day, your lost or damaged item charge will be decreased to $75.

Insurance Comparison
If your rental period is over 60 days, we will automatically add insurance free of charge

Only $2.95/day(30% Deductible) With
Insurance
Without
Insurance
Wi-Fi WiFi Hotspot device & SIM:
(lost, completely broken)
$60 $200
Accessories Battery $15 $50
Single USB Charger Head $6 $20
Dual USB Charger Head $15 $50
USB Cable $6 $20
Case $9 $30
Universal Plug $15 $50
Car Charger $6 $20
Extra Battery Extra Battery
(Regular)
$15 $50
Regular Charger $9 $30
Extra Battery
(MAX)
$24 $80
Max Charger $9 $30

Can I use Facebook or Google in China?

Because of China’s advanced nationwide internet censorship system, websites and apps such as, Facebook, Google, Line, YouTube, and Twitter, are probably not accessible.

Does the device work on Mac/Windows?

Yes.
You are able to use your PC.

DELIVERY/PICK-UP

How do I receive my Wi-Fi device?

You can have the device delivered to your address in US or pick up at our New York pick-up locations.

Delivery:
We base the shipping date on the departure date of your trip to ensure that you will receive the device on time. For return, please ship out the device using the return label & envelope that are included with your device upon receiving.

Pick-up/Drop-off:
You can also pick up the device at one of our partners’ offices in New York. However, reservation is required prior to your visit, in order to secure the inventory. Please contact us via phone or email or place an order online to arrange the pick-up.

《Our partners’ offices》
HIS International Tours
535 5th Avenue, 14th Floor, New York, NY 10017

IACE New York
535 8th Avenue, Suite 801, New York, NY 10018

* Both locations are closed on weekend and public holidays.

Can I receive the device earlier?

You will receive the device one to two days prior to the rental start date. If you need to receive it earlier, you need to contact us to request for the early delivery. However, you will be subject to an additional rental fee.

Can I receive the device on weekends and holidays?

It depends on the shipping carrier, but usually they do not run on Sundays and public holidays. Saturday delivery might be available with an additional charge. Please contact us for more info.

Can I receive the device at an airport?

We do not deliver to the airports.
If you have a special requirement, please contact us via phone or email.

When does the rental period begin?

For USA device, the rental charge starts the following business day from receiving or picking up the device.

For other devices, rental charge starts on the day of your departure from US (not the actual day that you arrive at the destination).

RETURN/DROP-OFF

How do I return the device?

Delivery order:
We will send you everything you need to return the device. When you finish the rental, please seal the device in the provided pre-labeled envelope and drop the envelope off at a designated shipping carrier office within the next business day of your rental end date.

Pick-up order:
Please return the device at the same office you picked the device up within the next business day of your rental end date.

What if I can’t return the device on time?

You will be charged standard daily fee for each additional day you have the device.
There will be no penalties.

PAYMENT

How do I make the payment?

Only credit card is acceptable.
We accept VISA, MasterCard, and American Express.

When do I get charged?

You will be charged upon placing an order.

What happens if I want to cancel my order?

We require 4 business days cancellation notice prior to your rental. Otherwise, you will be charged a $60 cancellation fee. There will be no refund for a cancellation after you receive the device.

How much is the shipping fee?

The total shipping cost is $29.99.
The price covers the delivery and return of your rental.

Are there any additional charges I should be aware of?

$29.99: Delivery fee (if necessary)
$5.00: Handling fee (Only applied for the office pick-up)
$60.00: Cancellation fee (if no cancellation notice in 4 days prior to your rental)

If you do not return the device on time, you will be charged standard daily fee for each additional day you have the device. No additional late fee is applied.

Do I get charged every time I turn on the device?

No. We only charge a flat daily fee depending on your rental plan.

Do I get a receipt or invoice?

Once you complete your order, you will receive a confirmation email which contains the details of your order, such as total price, plan, length of rental term, options etc. The email will serve as the receipt of your order.

Contact Us
 

Call:

1-855-412-4500

(8am - 8pm, CST)

*Available Monday - Friday

Call:1-855-412-4500

(8am - 8pm, CST)

*Available Monday - Friday