• Courier fee will be applied for a delivery service (NZD15 per delivery). Delivery can take up to 7 working days once posted. You will be notified by email when your exchange order has been sent out.

• Delivery can only be made within New Zealand to a residential street address or business street address. Deliveries cannot be made to a PO box, parcel collect / parcel locker address or overseas.

• Once sent to the given delivery address, JTB does not take any responsibility if the exchange coupon is lost or stolen.

• If you forget to take your exchange coupon to Japan, JTB is unable to send it to Japan nor send by email, as it’s a physical coupon. Cancellation fees will apply for a refund.

• The Japan Rail Pass is a special pass that is available only to travelers visiting Japan from foreign countries for sightseeing. To be eligible to purchase this pass, you must meet one of the following two conditions.

(1) If you are a tourist visiting Japan from abroad for sightseeing:

• You are a foreign tourist visiting Japan from abroad for sight-seeing, under the entry status of ‘temporary visitor’. ‘Temporary visitor’ entry status allows a stay in Japan of up to 90 days for sight-seeing, etc. When you enter Japan, entry personnel will stamp your passport as a temporary visitor.

• Visitors who enter Japan under any other visa statuses are not eligible.

• If you use an automated gate, no stamp will be applied to your passport. Either use a manned automated gate or ask a clerk to apply the stamp to your passport.

(2) Japanese people living abroad who meet the following conditions:

• People who have both their valid Japanese passport and written proof obtained from the embassy or legation of Japan in the foreign country where they live, that they have been living in that country for 10 or more consecutive years (在留届の写し). (A child also holding a Japanese passport, will also need to be eligible and provide the same documents).

• You must confirm that the issued date for both your “Overseas Residential Registration” and your “Certificate of Overseas Residence” is prior to the purchase date of your Exchange Order (and within the last 6 months). You must present your documents when exchanging it for your JR Pass in Japan.

English Japanese

• For individuals who possess passports issued by both Japan and another country. In accordance with the Japanese Immigration Law, please present your Japanese passport to immigration when entering the country. In this case, your Japanese passport and “documentation verifying your stay in another country for 10 or more consecutive years, such as a certificate issued by a government office overseas” will be required (在留届の写し).

• As a general rule, Exchange Orders cannot be purchased and Japan Rail Pass cannot be exchanged for young children who have spent less than 10 years living in another country. (There are however some exceptions).

• In the event that you are unable to exchange your pass in Japan because you fail to meet the eligibility requirements, JTB is not liable.

• You require an exchange coupon in final documentation before departing New Zealand, as you will need to swap this for your actual Rail Pass in Japan. Your exchange coupon must be exchanged within 3 months from when the exchange coupon is issued.

• The exchange coupon is valid for three months from the date of issue. You must exchange it in Japan at a valid exchange office within these three months in order to receive your actual Rail Pass. If you fail to make the exchange within the three months, your exchange coupon will no longer be valid and you will not be able to receive your pass

• Please see list of JR exchange office locations and times: https://japanrailpass.net/en/

• Japan Rail Pass holders are able to purchase special sector fare/s supplements to travel on the Nozomi and Mizuho trains, allowing you to move more quickly between stops on your itinerary. Nozomi trains are the fastest express service on the Tokaido Shinkansen line (Tokyo-Shin Osaka) and the Sanyo Shinkansen line (Shin Osaka-Hakata). Mizuho trains, on the other hand, service both the Sanyo Shinkansen line and the Kyushu Shinkansen.

• These sector fares can be purchased at any JR ticket offices (Midori-no-madoguchi), reserved-seat ticket machines, Travel Service Centers, and JR-associated travel agencies in Japan nation wide.

Supplement Sector Fare Prices: *Prices are a guide only

• You cannot make seat reservations until you have exchanged the pass in Japan.

• Non-reserved ordinary class cars can be accessed freely. In order to travel in first class additional fees may apply. To access the platforms, show your pass to the JR staff located at the platform gates.

• To reserve a seat, ask the JR staff at the tickets office. It is a personal pass. Please always carry your passport when using the Pass, station and train staff may check it.

• An exchange order can be refundable within 1 year from your purchase. 10% cancellation fee will be applied. Any delivery fee or credit card surcharge is non-refundable. Please note that your exchange order will be non-refundable once exchanged to JR pass in Japan.

• You will need to send the original exchange coupon back to the office of purchase for a refund.

• Any changes made to date, type or length of a pass will be treated as a cancellation and cancellation fees will apply.

• If you forget to take your Exchange Coupon to Japan, JTB is unable to send it to Japan nor send by email, as it’s a physical coupon. Japan Railway Companies will not accept any scanned copies or email confirmations of the Exchange Coupons.

• Also, if you lose or stolen your Exchange Coupon before you activate it, you may be able to get a refund. Cancellation fees will apply for a refund.

• If JTB finds the Exchange Coupon to be used you will be re-charged for the full amount of the passes on the credit card used to purchase the original Exchange Coupon. Alternatively, should the original coupons be found, they must be returned JTB New Zealand immediately.

• If your Exchange Coupons have already been activated, you won’t be able to get a refund.

• Lost / Stolen:
  Before departure from New Zealand:

  Buy a new pass from JTB again; after 3 months, a refund will only be made, minus a 10% handling charge, if the original pass is found and the original pass is returned to the JTB. However, no refunds will be made after one year from the date of issue.

  After departure from New Zealand- before rail pass replacement:

  Purchase a new pass from the official JR Pass website; after 3 months, a refund will only be made, minus a 10% handling charge, if the original pass is found and the original pass is returned to the JTB. However, no refunds will be made after one year from the date of issue.

  After leaving New Zealand - after rail pass exchange:

  No refunds are available; purchase a new pass on the official JR Pass website.