FAQ

TAiWAN PICK UP & RETURN FAQ

1. HOW SHOULD I SET UP A PICKUP AND RETURN DATE?

   Your order will arrive the pickup location 1 day before your rental start day.
   You have to return your order before 11:59 p.m. on your rental end day.

2. HOW DO I PICK UP AND RETURN MY ORDER?

   Taiwan	Pickup	Return
   Airport	WiFi Router Pickup Counter	WiFi Router Pickup Counter	iVideo Return Boxes at the airport
   	7-Eleven Store	Any 7-Eleven Store
   	Hi-Life Store	Any Hi-Life Store
   	Pelican(not available for now)	Pelican(not available for now)
   Home /Hotel Delivery	Home, Office, Hotel	Any 7-11 except outlaying islands in Taiwan
   iVideo Stores	iVideo Stores	iVideo Stores

3. HOW FAR IN ADVANCE SHOULD I PLACE MY ORDER?

   Taiwan International Airport	Convenience Stores	By 10:00 a.m. two days before the start date.
   	Pelican(not available for now)	By 03:00 p.m. one day before the start date.
   	WiFi Router Pickup Counter	By 10:00 a.m. two days before the start date.
   Hotel /Home Delivery		By 2:00 p.m. two days before the start date.
   iVideo Stores		By 12:00 p.m. on the day of the start date.

4. WHERE CAN YOU SHIP THE DEVICE TO?

   Currently, we offer delivery service in Taiwan, Japan, and USA.
   All Global WiFi items can be picked up in Taiwan, Japan and USA.

5. CAN YOU DELIVER TO AN OUTLYING ISLAND OF TAIWAN?

   Unfortunately, due to shipping restrictions we are unable to deliver devices to outlying islands of Taiwan.

6. CAN I PICK UP MY DEVICE AT A TAIWAN CONVENIENCE STORE THAT IS NOT LISTED?

   Unfortunately, we currently only provide pickup service at convenience stores that are inside or nearby the airports. However, you can return the WiFi unit at any convenience stores nationwide, except outlying islands.

   Please note that you have to return your order at a branch of your pickup store. For instance, if you pick up your order at Hi-Life, you will have to return it to one of the branches of Hi-Life.

7. WHEN WILL MY DEVICE ARRIVE AT THE TAIWAN AIRPORT

   Airport WiFi Router Pickup Counter
   Taoyuan Intl Airport T1	Pick up after 09:00 a.m.
   Taoyuan Intl Airport T2	Pick up after 09:00 a.m.
   Convenience Stores
   7-Eleven Taoyuan Intl Airport T1	Pick up after 00:01 a.m.
   7-Eleven Songshan Airport	Pick up after 06:00 a.m.
   Hi-Life Taichung Airport	Pick up after 06:00 a.m.
   7-Eleven Tainan Airport	Pick up after 00:01 a.m.
   7-Eleven Kaohsiung Airport	Pick up after 06:00 a.m.
   Pelican(not available for now)
   Taoyuan Intl Airport T1 &T2	Pick up after 06:00 a.m.

8. DO I NEED TO PICK UP THE ORDER IN PERSON?

   Depending on the pickup location, you may need to present your ID/Passport to identify that you are the recipient. You can authorize someone to pick up your order for you, but he/she need to present your ID/passport on the spot.

9. WHAT SHOULD I DO IF THE CLERK SAYS MY DEVICE HAS NOT ARRIVED?

   Please double check your rental start date and the pickup location. Make sure you have mentioned iVideo to the clerk, and check if the name of the recipient matches the one you registered on iVideo website. Should your package still cannot be found, please contact our customer support:
   >>Customer Support

10. WHAT SHOULD I DO IF I DID NOT RETURN THE DEVICE ON TIME IN TAIWAN?

    There are return drop boxes where devices can be dropped off free of charge located in the Taoyuan and Kaohsiung airports (24/7).

    If you leave Taiwan without returning the device, you have to return it at your own expense. Daily rental fee will be charged for any late return, and a compensation fee for lost devices or accessories.

11. WHAT SHOULD I DO IF I FOUND MY 7-ELEVEN RETURN NUMBER HAD EXPIRED?

    If your 7-Eleven return number has expired, you can find a new return number in the return notification email, your rental history or the text message on your phone.