FAQ

Is same-day luggage delivery service available?

Yes, it is possible.

[Tokyo] [Osaka/Kyoto]

① For deliveries from MIMARU to Haneda Airport / Narita Airport / Kansai International Airport

・Please make your reservation by 11:00 p.m. (Japan time) the day before your delivery date.
・Please drop off your luggage at the MIMARU front desk by 9:00 a.m. (Japan time) on the drop-off day.
・You can pick up your luggage at the airport after 4:00 p.m. (Japan time) on the same day.

② For deliveries from Haneda Airport / Narita Airport / Kansai International Airport to MIMARU

・Please make your reservation by 11:00 p.m. (Japan time) the day before your delivery date.
・Please drop off your luggage at the airport counter by 2:00 p.m. (Japan time) on the drop-off day.
・You can pick up your luggage at MIMARU after 8:00 p.m. (Japan time) on the same day.

③ For deliveries from MIMARU to a nearby hotel

・Please make a reservation by 11:00 p.m. on the day before.
・Please leave your luggage at the MIMARU front desk by 9:00 a.m. (Japan time) on your shipping day.
・You can pick up your luggage at the reception desk of the destination hotel after 20:00 (Japan time) on your shipping day.

※Note about shipping and delivery availability at nearby hotels

・For MIMARU Tokyo: Hotels in all 23 wards of Tokyo and the Maihama area.
・For MIMARU Osaka and Kyoto: Hotels near all 24 wards of Osaka and the Rinku Town area, hotels in Kamigyo-ku, Nakagyo-ku, Shimogyo-ku, Higashiyama-ku, and Minami-ku in Kyoto City.

How many days in advance can I make a reservation?

We accept reservations up to 10 months in advance.

When is the deadline for making a reservation?

The deadline for reservations is 9:00 p.m. Japan time (UTC+9) on the day before you want to send your luggage.

Where can I make a reservation?

You can make a reservation on the official website below.
Tokyo area reservation page:
https://order.kurogo-service.com/order/create/order/?city=tokyo&lang=us-en
Osaka and Kyoto area reservation page:
https://order.kurogo-service.com/order/create/order/?city=osaka&lang=us-en

Where can I check my reservation once I make it?

When your reservation is complete, we will send you an email with the details, so please check the contents of the email.
We ask that you please change your inbox/spam folder settings to allow emails from the following address:
Email【info-mail@kurogo-service.com】

I would like to send my luggage to the airport. What should I do about the luggage tag?

Please collect your luggage tag from the location you set as your drop-off point after making a reservation using our official website.
Kindly fill in the required information on the luggage tag yourself.
Reservation Page(MIMARU ⇔ Haneda Airport / Narita Airport ):
https://order.kurogo-service.com/order/create/order/?city=tokyo&lang=us-en
Reservation Page(MIMARU ⇔ Kansai International Airport):
https://order.kurogo-service.com/order/create/order/?city=osaka&lang=us-en

How can I pay?

We only accept payment by credit card.

What kind of credit card can I use to pay?

We accept Visa, MasterCard, JCB, American Express, and Diners Club.

Can I get a receipt?

Yes. Please contact customer support if you would like a receipt.
Email【info-mail@kurogo-service.com】

I forgot my reservation number. Where can I confirm it?

Please confirm your reservation number using the email you received at the time you made your reservation.
If you haven't received an email, please check and make sure it wasn't sent to your spam folder.

I haven't received a confirmation email yet. Can you re-send it?

We can re-send your confirmation email.
Please contact customer support.
Email【info-mail@kurogo-service.com】
We ask that you please change your inbox/spam folder settings to be sure you can receive emails from the address above.

Can I use the delivery service even if I don't plan on staying at MIMARU?

KURO-GO Luggage Delivery is available only for guests staying at MIMARU. We apologize for the inconvenience, but we kindly ask you to use other delivery services.

Can people also ride in the delivery vehicle?

We are very sorry, but we can only transport your luggage. We kindly ask you to use trains, buses, or taxis for your travel.

Is it possible to receive my luggage a few days after it has been sent?

Yes, it is possible. Please select the pickup date when making your reservation.
※There may be an additional charge depending on how long you want us to store your luggage.

If I receive my luggage a few days after it has been sent, how much is the storage fee?

Luggage can be stored for free for a maximum of 7 days from the date it was sent.
Starting on the 8th day, a storage extension fee of 1,000 yen (1,100 yen with tax) per night per item will be charged.

Can I pay the additional storage fee at the airport counter when I receive my luggage?

We apologize for the inconvenience, but payment at the airport counter is not possible.
Customer Support will contact you regarding the bill for the additional storage fee.

Where can I drop off my luggage at MIMARU?

Please bring your luggage to the front desk.

Where can I drop off my luggage at the airport?

You can drop off your luggage at any of the JAL ABC counters listed below.

Narita International Airport Terminal 1 South Wing JAL ABC counter, International Arrivals 1st floor lobby
Narita International Airport Terminal 2 JAL ABC counter, International Arrivals 1st floor lobby
Detailed information about the Narita Airport counters can be found here.​

Haneda International Airport Terminal 3 JAL ABC counter, International Arrivals 2nd floor lobby
Detailed information about the Haneda Airport counter can be found here.

Kansai International Airport Terminal 1 JAL ABC counter, International Arrivals 1st floor lobby
Detailed information about the Kansai International Airport counter can be found here.

What time is the deadline for dropping off my luggage at MIMARU?

9:00 a.m. (Japan time) on the day you want to send your luggage.

What time is the deadline for dropping off my luggage at the airport counter?

For Narita Airport, Haneda Airport, and Kansai International Airport, the deadline is 2:00 p.m. (Japan time) on the day you wish to send the luggage.

Are there any items that can't be sent?

Please be informed that we cannot handle the luggage described below:

Luggage Size

• Total dimensions (length, width, height) exceeding 200 cm
• Weight exceeding 30 kg

Valuables

• Items valued at over 10 million yen
• Cash, credit cards, passports, identification documents, jewelry, etc.
• Items requiring special handling due to containing personal information
• Original manuscripts, videotapes, films, and other electronic media that cannot be restored
• Remains, cremated remains

Inadequately packed or wrapped luggage

• Cardboard boxes or bags that are not closed and have contents sticking out
• Items that are too small to attach a tag to

Hazardous materials and precision machinery

• Items that may pose a danger or nuisance to personnel or cargo
• Fireworks, spray cans, lighters, toxic and hazardous materials, etc.
• Household appliances with lithium-ion batteries (earphones, hair straighteners, etc.)

Temperature-sensitive items

• Vegetables, fruits, frozen and refrigerated items (fresh fish, chocolate, etc.)
• Animals (cats, dogs, etc.), plants (seedlings, fresh flowers)

Fragile items

• Electronic devices and precision equipment (cameras, computers, etc.)
• Ceramics, glass, and cans (including alcoholic beverages, seasonings, skin lotion, etc. in fragile containers)
• Musical instruments, sports equipment (surfboards, windsurfing gear, scuba gear, bicycles, etc.)
• Artworks and antiques

Other items that KURO-GO Luggage Delivery explicitly designates as unsuitable for transport.

What are the largest and smallest items that can be delivered? (In terms of both size and weight)

Largest size: items with a combined length, width, and height less than 180cm weighing less than 30kg
※No longer than 170cm on any side. Items with specifications such as "this side up" are limited to 100cm long on any side.

Smallest size : Luggage that a tag cannot be attached to cannot be accepted.

Can I send an all-in-one type snowboard case with my board, boots, and clothes as one item?

Yes, you can send it.
※The combined length, width, and height must be less than 180cm, and the weight must be less than 30kg.
※It also must be no longer than 170cm on any side. Items with specifications such as "this side up" are limited to 100cm long on any side.

How should I prepare my luggage (suitcase) for delivery?

Please pack your luggage securely to prevent any contents from spilling out and lock it if possible.

Where can I pick up my luggage at MIMARU?

Please pick up your items at the front desk.

Where can I pick up my luggage at the airport?

Please pick up your luggage at the following JAL ABC counters:

Narita International Airport Terminal 1 South Wing JAL ABC counter, International Departures 4th floor lobby
Narita International Airport Terminal 2 JAL ABC counter, International Departures 3rd floor lobby
Detailed information about the Narita Airport counters can be found here.​

Haneda International Airport Terminal 3 JAL ABC counter, International Departures 3rd floor lobby
Detailed information about the Haneda Airport counter can be found here.​

Kansai International Airport Terminal 1 JAL ABC counter, International Departures 4th floor lobby
Detailed information about the Kansai International Airport counter can be found here.​

What time can I pick up my luggage at MIMARU and other nearby hotels?

You can pick up your luggage at the front desk from 8:00 p.m. to 10:00 p.m. (Japan time).
※Please contact the MIMARU location or the non-MIMARU hotel you will be staying at if you are going to pick up later than 10:00 p.m.

What time can I pick up my luggage at the airport counter?

Narita Airport
Luggage can be received on the day of pick-up from 4:00 p.m. to 9:00 p.m.
Alternatively, you can pick up your luggage from when the counter opens on the following day until 3:59 p.m.

Haneda Airport
Luggage can be received on the day of pick-up from 4:00 p.m. to 10:00 p.m.
Alternatively, you can pick up your luggage from when the counter opens on the following day until 3:59 p.m.

Kansai International Airport
Luggage can be received on the day of pick-up from 4:00 p.m. to 10:30 p.m.
Alternatively, you can pick up your luggage from when the counter opens on the following day until 3:59 p.m.

Can I look up the state of my belongings (tracking, confirmation)?

We will notify you via email once after your luggage has been collected and again after it has been delivered.

Can I add items to my reservation?

If you are not past the reservation deadline (11:00 p.m. Japan time), please cancel your existing reservation and make a new reservation with the correct number of bags.
Please note that we will not be able to accept additional baggage if it is past the reservation deadline.
Reservation Page(MIMARU ⇔ Haneda Airport / Narita Airport ):
https://order.kurogo-service.com/order/create/order/?city=tokyo&lang=us-en
Reservation Page(MIMARU ⇔ Kansai International Airport):
https://order.kurogo-service.com/order/create/order/?city=osaka&lang=us-en

Can I take items off my reservation?

Yes, it is possible to take items off your reservation. However, you will need to cancel your existing reservation and make a new reservation with the correct details on our official website.
Please register the same customer information as the reservation you cancelled.
Additionally, please complete the new reservation by 7:00 p.m. (Japan time) the day before you wish to send your luggage.
Reservation Page(MIMARU ⇔ Haneda Airport / Narita Airport ):
https://order.kurogo-service.com/order/create/order/?city=tokyo&lang=us-en
Reservation Page(MIMARU ⇔ Kansai International Airport):
https://order.kurogo-service.com/order/create/order/?city=osaka&lang=us-en

Will the cost change if I want to change the size and/or type of my luggage?

We charge a fixed price per item, so the fee will not change.

Can you tell me about your cancellation policy?

Our cancellation policy is outlined below.
If you contact us after 7:00pm (Japan time) the day before delivery: 100% (cancellation charge.)
If you do not contact us in advance: 100% (cancellation charge).

What do I do if I want to cancel my reservation?

Please contact Customer Support if you would like to cancel your reservation.
Customer Support will do the cancellation.
Email【info-mail@kurogo-service.com】
We are unable to cancel your reservation after free cacellation period has passed.

Is the delivery service available as normal during weekends, holidays, and popular Japanese tourism seasons like Golden Week, Obon, and the New Year?

Yes. We collect and deliver during all of those times.

What time is customer support available?

Our customer support department is available from 9:00 to 20:00 Japan time (UTC+9).

What should I do if the luggage I picked up has been damaged?

Please contact customer support.
Email【info-mail@kurogo-service.com】

How much is my luggage insured for in the event it is lost or damaged?

For details, please refer to the terms of service.

I noticed that the outside of my luggage was damaged immediately after picking it up. What should I do?

Please contact customer support.
Email【info-mail@kurogo-service.com】

I noticed that the outside of my luggage was damaged after the day I picked it up. What should I do?

Please contact customer support.
Email【info-mail@kurogo-service.com】

Disclaimer

Please check the disclaimer using the link below.
URL : https://kurogo-service.com/luggage-delivery/file/EN-KURO-GO-LuggageDeliveryHandLuggageDeliveryServiceTerms.pdf