FAQs

Order

How do I book a Pocket WiFi online?

You can place an order online and we provide various pickup options:

■ SF Express Service Point
■ Post Office Counter
■ Hotel Concierge in HK

Sorry that walk-in orders are not available. Please note that products may vary depending on the stock and the rental fee will be calculated upon application.

When can I place an order?

Online Reservation

The earliest date to make an online reservation is 6 months prior to your departure date.

The last date to make an online reservation may vary depending on pickup options:

■SF Express Service Point: 2 working days before your designated pick up date.

■Post Office Counter: 2 working days before your designated pick up date.

■Hotel Concierge in HK: 2 working days before your designated pick up date.

Can I place a last minute order?

If you miss the last date to make an online reservation, we also accept last minute ordering. Please whatsapp us 1 day prior to your designated pick up date. We will provide alternative pick up service point to you.

How do I make the payment? Is deposit needed?

You can pay by credit cards (VISA or MASTER or JCB) online.

The total amount includes rental fees and an authorization hold of HKD$800 as the deposit. The HKD$800 hold will not be shown on payment receipt and monthly bill, and it will be released within 30 days after your payment. 

How are the rates calculated?

The rates are calculated on a daily basis, in accordance with your travel destination. The rental period shall be from the rental start date to the rental end day of your order.

Modify

I have received the device but I can't go abroad due to the flight suspension. Will I be charged extra?

If your rental period is postponed due to force majeure, a 1-day rental fee can be exempted. However, the applicant should provide the related documents.

 ■ Flight Cancellation
If the applicant has no need for the router, please contact us to cancel the order. The router should be returned with the related documents no later than the first day of the rental period.

 ■ Flight Suspension
If the applicant still has a need for the router, please contact us to modify the rental period. The router should be returned with the related documents no later than the first day of the rental period.

What happens if I want to cancel my order?

Please contact us as early as possible before your trip. Otherwise, you will be charged a cancellation fee. We will assist you in canceling the order within service hours once we receive your messages. When calling or messaging, please provide the applicant’s cell phone number or the order number. Once order is canceled, it cannot be restored.

In case the order cancellation is caused by the flight suspension due to force majeure, no cancellation fee will incur. However, the applicant should provide the related documents when applying for the order cancellation.

If my rental period changes after placing the order, what should I do?

Please contact us as early as possible before your trip. We will assist you in editing the order immediately within service hours once we receive your messages. When calling or messaging, please provide information below:

    1. The applicant’s cell phone number or the order number
    2. The correct rental period

We can assist you in advancing or postponing the correct rental period for 7 days. If your correct rental period is out of this range, please rebook the first and contact us to cancel the previous order. Please note that once the order is edited, it can be no longer edited again.

Can I edit the order or extend the rental?

Please contact us as early as possible before/during your trip. We will assist you in editing the order immediately within service hours once we receive your messages. When calling or messaging, please provide information below:

    1. The applicant’s cell phone number or the order number
    2. Modification that you feel like making

Only when the order is edited successfully will you receive the reply from us. Additionally, if you feel like changing order items or canceling the order, a cancellation fee of HKD$100 will incur.

Pick Up

Can I choose the time of day I want my device delivered?

We cannot facilitate specific delivery times, for orders being shipped using a third party delivery company. The delivery company determines its routes and timings and we have little control over when an attempt will be made.

Will I get the notification when the device is shipped?

When the device is dispatched, the applicant will receive a Ship Notification Email where the tracking number is stated.

When I receive the device if I use delivery service?

As we are utilising the services of a third party shipping company to deliver the device. Generally, the device will be delivered to your designated address during 09:00-18:00, 0-2 days before your designated pick up date.

Return

If I forget to return the device on the last day of my rental period, what should I do?

Please return the device on the last day of your rental period. You can ship the device using SF Express. The postmark date will be regarded as the return date. Please note that the we will pay for the delivery fee.

What if I can’t return the device on time?

You will be charged standard daily fee for each additional day you have the device.

If your rental period is postponed due to force majeure, a 1-day rental fee can be exempted. However, the applicant should provide the related documents.

How do I know if you have received the device that I returned?

The basic accessories of WiFi rental includes:
 1. WiFi Router Device
 2. USB Cable
 3. Case

Use

What comes with my rental?

Please return the device on the last day of your rental period. You can ship the device using SF Express. The postmark date will be regarded as the return date. Please note that the we will pay for the delivery fee.

What if I can’t return the device on time?

You will be charged standard daily fee for each additional day you have the device.

If your rental period is postponed due to force majeure, a 1-day rental fee can be exempted. However, the applicant should provide the related documents.

How do I know if you have received the device that I returned?

After the device is returned, the applicant will receive a Return Confirmation Email. Additionally, the applicant can sign in to the account to check the status of the order.