FAQs

Leaving baggage

Q 01Are there any size restrictions for baggage?
Baggage must be 200 cm or less in total dimensions for the three sides, and 30 kg or less in weight.
Q 02Are there any items that cannot be stored?
Pets and other living creatures cannot be stored.
Storage of Refrigerated and frozen items varies by store; please check store information for details.
Q 03How many days can I store baggage for?
If you wish to store your items for several days, please check with our service centers.
Q 04Can I access my baggage while it is being stored?
You can access your baggage as often as you like.
Q 05Can I add items of baggage?
Yes. There is no additional charge if the item fits in the initially stored baggage.
Q 06What is the maximum number of items I can store?
unless we are especially busy, during peak seasons.
Q 07Can I store golf bags, skis, surfboards, snowboards, golf clubs, musical instruments, or bicycles?
Yes. However, baggage must be 200 cm or less in total dimensions for the three sides, and 30 kg or less in weight.
Q 08What happens if I don’t collect my item on the day?
If you cannot collect an item before the end of the day, please contact the service center where you dropped off your baggage.
You have five days to collect your baggage, including the day you drop it off.
However, you will be charged for the number of days your baggage is stored.
Q 09What happens if I lose my baggage receipt?
We will check the name and contact details that you filled in when initially storing your baggage.
Q 10Do you offer a group discount?
Sorry, we do not provide this service.
Q 11How is the service different from using a locker?
You can store items that will not fit inside a locker. You can also access your baggage while it is in storage.

Delivering to hotel (Same-day delivery)

Q 01When is the reception closing time?
Generally, we pick up items before 11:00 for delivery from 16:00 onwards.
This depends on where and when you drop off your baggage. Please check with our service centers.
Q 02Can I send an item using Same Day Hotel Delivery to the hotel I have booked?
Same-day delivery is available to accommodations in all 23 wards of Tokyo and Urayasu City, Chiba Prefecture in the Tokyo area, affiliated hotels in Kyoto City in the Kyoto area, affiliated hotels in Matsuyama City at the Matsuyama Airport Delivery Counter, and affiliated hotels in Naha City at the Naha Airport Delivery Counter.
Please check with our service centers.
Q 03How much does it cost?
It depends on the size of the baggage. Please check with our service centers.
Q 04What time can I pick it up?
Packages are delivered after 16:00. Delivery will be completed by approximately 20:00.
  • Delivery may be delayed due to traffic conditions.
Q 05Is it better to let the hotel know in advance that items will be delivered?
There is no need to inform the hotel. Simply leave your items with us and enjoy sightseeing.
  • Depending on the sales office, you may be asked to contact the hotel yourself.
  • We cannot deliver to unmanned accommodations, such as private lodgings.

Delivering to airport (Same-day delivery)

Q 01Which counter do I pick my items up from?
Sagawa Haneda Airport Terminal 1 Delivery Counter and Sagawa Haneda Airport Terminal 2 Delivery Counter at Haneda Airport, Matsuyama Airport Delivery Counter at Matsuyama Airport, FUKUOKA SERVICE CENTER at Fukuoka Airport.
Q 02What happens if I cannot make it to pick up my item?
You have five days from the date your package arrives to pick it up. However, please contact us in advance using the contact information on the receipt you received before shipping.
We will charge a storage fee for each day after the scheduled pickup date.

Standard delivery

Q 01Is there anything I cannot send?
We cannot handle dangerous items, marketable securities, animals, or soiled items.
For details, please refer to the Sagawa Express Terms and Conditions.
Q 02Can I send unpacked items?
We provide cardboard boxes, shipping paper bags, etc. Please feel free to ask us.
Please note that customers are requested to handle packaging by themselves.
Q 03Can I purchase packing materials only?
Available at some service centers that carry the product.
For details, please contact each service center.
Q 04Can I send items to remote islands?
Shipping is available at some service centers.
For details, please contact each service center.
Q 05Can I send golf bags, skis, surfboards, snowboards, golf clubs, or musical instruments?
Yes. Please contact our service center for more information.
Q 06What payment methods are available?
Credit card payment on the web or in-store payment methods apply.
Q 07What time should I bring it in?
Depends on the location you bring in.
Please check with our service centers.
Q 08If I cancel after shipping, will you provide a refund?
No refunds will be made after the parcel has been shipped. Please understand this in advance.
Q 09Can I pick up my baggage at your service center?
Varies by store, please check store information for details.
  • Be sure to include the contact information of the person collecting the item.

Round-trip service

Q 01How should I send the return trip?
When shipping the return trip of round-trip service, please leave your luggage at the facility where the outward trip was delivered.
Our sales driver® will pick up your baggage at your requested pickup date and address on the return trip you have requested.
  • Please use the return invoice provided at the time of pickup on the way there.
Q 02Can I cancel my return trip?
If you cancel your return trip, the fare for the return trip will be refunded if you bring the invoice for the cancelled trip to the nearest sales office.
  • The refundable period for cancellations is 60 days from the scheduled ship date of the return flight.

Shipping your golf bag

Q 01What is the cost of the dedicated cover for the golf bag?
A dedicated cover is available for 726 yen (including tax). (As of April 1, 2025)
For details, please refer to "Information on dedicated covers".
Q 02Where can I purchase the dedicated cover?
Available at local sales offices and service centers.
Smart Club allows you to purchase materials online.
Q 03Can I send a golf bag without a cover?
Golf covers are required.
If you do not have one on hand, please consider purchasing one.
Q 04Can I continue to use the dedicated cover?
Available for use. Please use it on your next trip.
Q 05When do I need to send it in order to pick it up at the golf course?
Please allow enough time for shipping procedures to arrive at the golf course by the day before the day of play.
Q 06Can I specify a delivery date and time for the shipment of golf bags?
When shipping to your home or place of work, you can "specify the date and time of delivery".
Q 07Do I need to check the holidays of the golf course to which I am delivering the golf bag to send it?
There is no need for customers to confirm golf course holidays.
Please allow enough time for shipping procedures to arrive at the golf course by the day before the day of play.

Shipping skis and snowboards

Q 01What is the size and amount of the ski board/snowboard “dedicated cover”?
A dedicated cover is available for 803 yen (including tax). (As of April 1, 2025)
For details, please refer to "Information on dedicated covers".
Q 02Can I send ski boards and snowboards without covering them?
Covers are required.

Cycling Without Baggage

Q 01What are the reception hours for Cycling Without Baggage?
Reception hours vary at affiliated facilities. Please check the list of affiliated facilities for details.
Q 02Are there any size restrictions on checked baggage?
Baggage must be 160 cm or less in total dimensions for the three sides, and 30 kg or less in weight.
  • Only baggage such as travel bags, suitcases, backpacks, etc.
Q 03Are there any items that cannot be stored?
We cannot handle dangerous items, marketable securities, animals, or soiled items.
For details, please refer to the Sagawa Express Terms and Conditions.
Q 04Can I use the room as a group?
Advance reservations are required for groups (10 or more people). Please contact the following sales office.
Q 05Is it possible to receive the order the next day instead of the same day?
This service is available for same-day delivery, so basically, you can pick up your order on the same day.
If you wish to pick up your order the next day, please check with the partner facility you will be using in advance.
Q 06Is there a way to pick up the package in Matsuyama instead of Imabari?
The three districts of Onomichi, Shimanami, and Imabari will be covered.
There is currently no same-day pickup service available in Matsuyama.
Q 07Can I send my child home instead of to a partner facility?
We can accept your parcel as general baggage on delivery. Please check our nationwide shipment of parcels.
Please check with the affiliated facility you will be using in advance.
Q 08What time can I pick up my order?
Drop-off hours vary by affiliated facility. Please refer to the list of affiliated facilities.
  • Depending on traffic and weather conditions, delivery may be delayed, sometimes till the next day.
Q 09Do I have to make a reservation to use your service?
This is not necessary for individual guests. Please inquire during the reception hours of the affiliated facility on the day of your visit.