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FAQ

General FAQ

  1. How to rent iVideo Pocket WiFi?

    Create an account → Select device → Select Pick up method → Select rental start date → Payment → Pick up your device.

  2. When will iVideo start charging me for my rental?

    The rental start date you select will be the day iVideo starts charging you for our service.

  3. When will I receive my rental device?

    【 Pick Up In USA 】

    • US hotel/home delivery:Please note the device will be delivered by one business day before your rental start date.However we do not guarantee a certain arrival time for the package as this depends solely on the delivery company.
    • For example, if you set your start date on Sunday, May 5th, you will receive your device on Friday May 3rd, one business day before your rental start date.

    【 Pick Up In Japan 】

    • Japan delivery for post office at airports, Lawson, hotel/home:Please note the device will be delivered by one day before your rental start date.However we do not guarantee a certain arrival time for the package as this depends solely on the delivery company.
    • For example, if you set your start date as May 3rd, the device will be delivered to your pick up location on May 2nd. Please also note the opening hours for each post office and Lawson store.

    • Japan iVideo store pick up: If you set your start date on May 3rd. The device will be ready for pick up on May 3rd between 9:00-18:00 (Local time).

    【 Pick Up In Taiwan 】

    • Taiwan delivery for T-cat express, hotel/home: Please note the device will be delivered by one day before your rental start date.However we do not guarantee a certain arrival time for the package as this depends solely on the delivery company.
    • For example, if you choose your rental start date on Friday May 3rd with T-cat express or home delivery, the device will be delivered to your pick up location on May 2nd.

    • Taiwan Pelican pick up: Please note the device will be delivered by one day before your rental start date.However we do not guarantee a certain arrival time for the package as this depends solely on the delivery company.
    • For example, if you set your rental start date on Friday May 3rd to pick up at Pelican counter at the airport, the device will be delivered to your pick up location on May 2nd. You can pick up your device at Pelican/T-cat express counter after 6:00 A.M on Friday May 3rd.

    • Taiwan airport convenience stores pick up:
    • For example, If you set your rental start date on May 3rd, the device will be ready for pick up on May 3rd after 3:00A.M. at Taoyuan Airport T1 and after 2A.M. at Taoyuan Airport T2. For other convenience stores pick up please go to our Taiwan pick up and return page for more details.

    • Taiwan iVideo Stores pick up:If you set your rental start date on May 3rd, and choose to pick up at iVideo store, the device will be ready for pick up on May 2nd after 12:00P.M.
    • Please note if you didn’t receive the device due to an error you made in your rental start date, we are not obliged to provide any refund on the matter.

  4. How to track my order?

    You can track your order by going to "My account" and "Rental history". You will see details of your order and your tracking no. Please note your package will be delivered one day before your rental start date.

  5. 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 Japan and USA. Only Taiwan WiFi Units can be picked up from Taiwan.

  6. What should I do if I don’t receive an invoice after checkout?

    An invoice will be sent to your email address after the checkout is complete. If you didn’t receive it after 24hrs,please contact our customer service team via ivideo.customer@gmail.com

  7. How can I change my rental dates?

    Extend my rental dates: If you want to extend your rental dates, go to “My account” → “Extend” and put down the dates you would like to extend. The system will tell you the additional charges for extending the service. You can then pay via “My account” → “Payment” by enter the additional amount and click “pay". You can also extend your rental period using the daily rental rate if you are originally on a monthly plan.

    Move my rental start date forward: If you want to move your rental start date forward, you need to cancel the whole order and place a new one. Go to “My account” → “Rental History” select your orders and click delete. The amount you paid will be deposited back to your account and ready to use for your next order.

  8. How do I change my pick up location?

    If you want to change your delivery address, you need to cancel the whole order and place a new one. Go to “My account” → “Rental History” select your orders and click delete. The amount you paid will be deposited back to your account and ready to use for your next order.

  9. WHICH COUNTRIES DO EU 37 COUNTRIES VODAFONE POCKET WIFI COVER?

    Belgium, France, Ireland, Luxembourg, Monaco, UK, Austria, Croatia, Czech, Germany, Hungary, Liechtenstein, Poland, Slovakia, Switzerland, Slovenia, Turkey, Russia, Albania, Bulgaria, Cyprus, Gibraltar, Greece, Italy, Malta, Portugal, Romania, Spain, San Marino, Estonia, Latvia, Lithuania, Denmark, Finland, Iceland, Norway, Sweden

  10. What are included in the package I receive?

    The package includes a WiFi device, USB cord, charger, prepaid return envelope, one device instruction manual and one return instruction manual.

  11. Is there a deadline for canceling my order?

    You may cancel your order 10 business days before your rental start date, no cancellation fee will be applied. Please note that you won’t be able to cancel your order anymore once the device has been shipped. And you will not receive a refund on your order. Please send back the device with the return envelope inside the package as soon as you receive it.

    If your device has been shipped already, extra fees may apply. Please contact us via Facebook or email. International phone calls will be at your own expense.

  12. If I place an order but don’t pick it up, can I get my rental fee refunded?

    The only exception would be if your pickup location is unexpectedly closed which prevented the device from being delivered successfully, you will receive a full refund. Other than that you will be charged until the device is sent back to us.

  13. How do I know if I placed my order successfully?

    You will receive a confirmation email after your payment go through. You can also check your order from “My account” → “Rental history”.

  14. If I cannot Pick up and or return, what should I do?

    Please contact our customer support via email, or phone. International phone calls will be at your own expense. WhatsApp Asia: +886-972-704-612 │ WhatsApp USA: +1-856-602-2234 │ line ID: @ivideo.en │ivideo.customer@gmail.com | TEL : 1-856-602-2234 M-F 9AM - 4PM EST

    If severe weather stops the package from arriving on time, customer will receive a full refund but no further compensation acceptable.

  15. Why is the charge on my credit card or bank account listed as WaveThink Technology?

    Your payment will be securely processed by Stripe and billed under Wavethink Technology Inc. Please do not dispute any charges from WaveThink Technology.

  16. How to rent for 35 days?

    If you rent Europe WiFi 700MB for 35 days, First, select "Monthly Rent" button, choose 1 month, then proceed to checkout. Second, go to "My account" and select "Extend" to add 3 more days to your rental period. Third, go to "My account" and "Rental history" to confirm your order details.

  17. Can I place a last-minute order?

    For our Last-minute customers who need wifi for Taiwan/Japan, we can deliver the package to a local convenience store, hotel/home or an airport in Japan and in Taiwan.

  18. What should I do if I forgot my password?

    Select the "Login" → Click “Please help me” →Tick the box to confirm,” I am not a robot” and click "Go" → Enter your Username in the text box and an email will be sent to you shortly. → Then select the email sent by us and click the link provided to reset your password. You may also retrieve your username by contacting our customer support.

  19. What should I do if there's no stock available for my rental period?

    You can click " Email me if product available" so you will be notified when the stock is ready for rent. You can also select different pickup locations to check if there's inventory for your rental period. Occasionally, the time needed for the delivery may affect the stock availability.

  20. What's the billing method and cycle for monthly rental?

    The billing cycle for monthly rental is 31 days. You will receive an email about extending your next monthly rental. If we don’t see any return record one day after your rental end date, we will consider that you authorize us to charge your next month's rental fee to your Payment Method. You can find specific rental details regarding your iVideo WiFi by visiting our website and clicking on the "Your Account" link available at the top of the pages of the iVideo website.

    If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, we may suspend your access to the service until we have obtained a valid Payment Method. This may result in a change to your payment dates. There will be an additional fee to restore the connection of your device. Note that when the restoring date falls on weekend, you’ll need to wait until the next working cycle due to the carrier’s policies. No refund will be provided during the days without internet connection.

  21. WHAT SHOULD I DO IF I WANT TO EDIT MY PERSONAL INFORMATION OR CHANGE PASSWORD?

    Go to the head icon on the top right, and you will see a drop down menu. Once you are logged in, select the button you need to update your information"Edit Member Information", "Change Password".

  22. HOW DO I UNSUBSCRIBE FROM THE NEWSLETTERS?

    Go to the head icon on the top right, and you will see a drop down menu. Once you are logged in, select "Edit Personal Settings" and change your subscription preferences.

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