FAQ


Service Outline

What kind of service is BAGEX?

BAGEX is a service to deliver luggage of foreign tourists from accommodations to airports on the same day.

What kind of fee structure do you have?

The basic fee is JPY 3,000 /luggage(excluding consumption tax). Depending on the delivery distance, additional costs may be required.

When will it be delivered?

If you make a reservation by 22 p.m. the day before and leave the luggage at the hotel reception by 10 a.m. on the day, we will deliver it on the same day. Please check the available hours at the airport on the BAGEX site.

Do you accept international deliveries?

We do not accept international deliveries.

How far in advance can I make a reservation?

We accept reservations up to 14 days in advance.

Where can you deliver my luggage?

We will deliver the luggage from registered accommodations to the following airport terminals.
Narita Airport Terminal 1
Narita Airport Terminal 2

How to Use

How can I confirm the deadline for dropping off my luggage?

In the e-mail sent by BAGEX site once the reservation is confirmed, the deadline for dropping off the luggage at the hotel reception is specified.

How should I drop off my luggage?

Please drop off the luggage at the reception of your accommodation by the deadline.

Will I still be able to use the service if I miss my reserved date and time for dropping off my luggage?

If you miss the deadline, the reservation will no longer be valid and cannot be used.

Is it possible to drop off my luggage before the reserved date and time?

Please drop off the luggage at the reception of your accommodation from 22 p.m. the day before to 10 a.m. on the reserved delivery date.

How can I reset the password?

Please login to the BAGEX site, select "My Page" from the menu and change from the "Edit member information" page.

May I have a receipt?

We do not issue a receipt.

Do I need to register the user information?

Yes. Please use the service after member registration.It should only take 30 seconds.

How do I pay for the service?

We only accept payment by credit card now.

Can I change or cancel my reservation?

Since the payment will be settled immediately after the reservation completion, you cannot change your reservation. Cancellation is allowed by 22 p.m. the day before.

Can I send my luggage from places other than my accommodation?

You cannot send the luggage from any place other than your accommodation.

Can I change the size or number of items when dropping off my luggage?

You cannot change the size or number of luggage.

How can I cancel my reservation?

Please login to the BAGEX site, select "My Page" from the menu and carry out the cancellation procedure from the "Cancel" button of order history.

Is there a cancellation fee?

Cancellation fees are as follows.
By 22 p.m. the day before: 5% of your total amount.
After 22 p.m. on the day before: 100% of your total amount.

Can I use the service if I do not have an Internet connection?

An Internet connection is required to use the service.

Can a representative make the reservation for everyone?

Yes. A representative may reserve for multiple people.

Luggage-related

Are there any size restrictions?

The total of the length, width and height of the luggage must be under 160cm and weigh under 30kg.

Is it okay with less luggage than I paid?

No.You cannot change the number of luggage after the reservation.

Is there any luggage you cannot deliver?

"Please note that items including the following cannot be delivered. a.  Not properly packed. b. The value of one luggage exceeds JPY 300,000. c. Cash. d. The explosive, combustible, and other hazardous materials. e. Poisonous drugs, deleterious drugs, and poisonous and deleterious substances. f. The living pathogen and the material contains it, or those detected the living pathogen adhesion. g. Transfer prohibited or distribution prohibited under the law. h. Animals. i. Containing personal information. j. Aside from this section, those specified on the BAGEX website."

What luggage can be delivered?

Luggage is limited to suitcases, bags, and luggages packed in cardboard, which the size and weight are specified.

Can I check the status of my luggage after dropping off?

You cannot check the status of the luggage after dropping off.

Support

Is there compensation in the event of damage to the luggage?

In the event that the customer's luggage was damaged due to the negligence of our service, we will compensate within the range of up to JPY 300,000 per luggage.

I am not sure of the size of my luggage.

Would you measure the total of the length, width and height of the luggage? As for the size of the luggage, the total of the length, width and height must be under 160cm and weigh under 30kg.

I received luggage that is not my own.

Please contact the airport counter staff or BAGEX.

The contents of the luggage are lost.

Please contact the airport counter staff or BAGEX.

The luggage was not delivered at the appointed time.

Please contact the airport counter staff or BAGEX.

Please tell me the support contact.

Contact us at support@bagex.jp.

Can I use any language other than four languages?

We do not accept any language other than English, the traditional Chinese, the simplified Chinese and Korean.

I cannot find the airport counter.

Please check the map on the BAGEX site.