tel:02-2545-7777 contact

Support / FAQ

Solving Customer Problems

Various solutions for your any trouble

Inquiry Before Rental

Contact the Taiwan call center before applying or after returning to country.
Wi-Ho!® Chinese Service center Mon – Sun, 9 AM – 6 PM
call center
call center

To improve the quality of customer service,
customer conversations may be recorded.
* Please read the FAQ section before calling.

Click Here for Inquiry by E-mail

Delivery inquiry

Checking Methods on Delivery Status
Checking Methods on Delivery Status

Our company uses Taiwan Pelican Express Co., Ltd.’s door-to-door delivery service(Pelican).
Normally, the device will be delivered to you in the morning the day before your departure.It still depends on Pelican’s delivery procedure. If you have registered to Wi-Ho! as a member at the time of reservation, you can look for the tracking number from 8:00 PM two days before your scheduled departure.
You can check the delivery status by yourself on the courier’s website.

For questions and other concerns, contact Taiwan Pelican call center at
02-6618-181802-6618-1818
or visit its official website at
https://www.e-can.com.tw

* Devices that have built-in lithium ion batteries which cannot be transported by airplanes, cannot be delivered outside Taiwan’s main island.

FamilyMart delivery confirmation of contact

You can check out the device delivery via FamilyMart service on the official FamilyMart Shop to Shop delivery page.
宅配確認請直接跟快遞公司洽詢

We hereby apply for FamilyMart delivery, and the regular courier arrival date to your appointed FamilyMart store will be one day earlier before your rental duration start date.
delivery date will be upon FamilyMart logistics service proceeds.
Wi-Ho! members can log in Wi-Ho! page for checking the proceeding of the delivery with the FamilyMart tracking No. one day earlier before the departure flight, or directly check the proceeding on the official FamilyMart 「Shop to Shop」delivery page.

*Due to there is lithium battery inside the devices, air courier is not applicable. Devices delivery destinations via FamilyMart courier is limited to the main island of Taiwan.

FAQs

Application for reservation
  • Can I reserve Wi-Fi Router 1 day before my departure date?  open
    • If you have such urgent demand, you are welcome to call our service team to make the reservation. 

      【Contact Number】
      +886-2-2545-7777

      【Service Hours/ Airport】
      a. TPE:  Please call us 1 day before your departure. ( Before 5:00pm)
      b. TSA: Please call us 1 day before your departure.  ( Before 4:00pm)
      c. KHH: Please call us 1 day before your departure.  ( Before 4:00pm)

      【Note】
      a. You will pick up the Wi-Fi Routers at Airport.
      b. You can call us to make an urgent reservation during 'Service Hours'.
      c. If you are already at the airport on the departure date; please visit our counter directly to rent the Wi-Fi Router if needed.
      d. You can make the payment only by Credit Card.
      c. Your urgent reservation will be accepted based on the on-site inventory.
      d. You will not be able to apply for the refund after making an urgent reservation by phone.

      【Available Router Types for Urgent Reservation】
      a. TPE: Japan Router (Except for JP-DB)/ Korea Router/ Europe Router/ America T-Mobile 4G Router
      b. TSA: Japan Router (Except for JP-DB)/ Korea Router
      c. KHH: Japan plus JP-SU+/ Japan JP-SH/ Korea Router


  • After reserving, what should I do if the airport terminal my flight is assigned to suddenly gets changed? open
    • There are cases where your assigned airport terminal can be changed on the day of your flight.
      When that happens, it is very unfortunate but we still expect you to come to the counter you originally designated to pick-up what you rented.

  • How much is the cancellation fee? open
    • There will be no cancellation fee if you cancel four business days from your departure date.
      If you cancel three days before your departure date, we will charge a fee of 199 yuan for each device or accessory you have rented.
      However, in cases beyond your control, such as flight delays or natural disasters, there would be no cancellation fee once you submit a proof of that unfortunate event (and we recognize it).

  • What if I want to cancel my reservation? open
    • Please cancel through contacting our call center, e-mailing us through our Wi-Ho! website, or sending us a Facebook message.
      However, please note that you cannot retrieve your reservations once you cancel.

  • Can I modify my reservation? open
    • We are sorry that you cannot make modifications yourself. You can either contact our call centre or email us your request at https://www.telecomsquare.tw/en/contact/ .
      If such modifications as exchanging the product for another one or cancellations are made within three days before your pick-up date, there will be a modification charge of NT$199.

      【Note】
      Once an order has been successfully placed, y ou cannot make modifications yourself. If you want to change the product quantity, use the promotional code or exchange the product for another one, please rebook first and then contact us.

  • How can I confirm the completion of my reservation after I apply online? open
    • Once your reservations have been completed, our system would automatically send you a reservations completion e-mail.
      When you register for a Wi-Ho! membership during reservations, you can log into the Wi-Ho! Website’s top page to confirm your transaction history.

      【Note】 For free e-mail accounts hosted on servers like Yahoo!, Hotmail, or PChome, please note that there is a possibility that our reservations completion e-mails might be directly sent to the spam folder.

  • Please tell me the operating hours of your airport counters/stores. open
      • Taoyuan International Airport Terminal 1 3F Departures counter 06:30 - 21:30
      • Taoyuan International Airport Terminal 1 1F Arrivals counter 08:30 - 21:30
      • Taoyuan International Airport Terminal 2 3F Departures counter 06:30 - 21:30
      • Taoyuan International Airport Terminal 2 1F Arrivals counter 08:30 - 21:30
      • Songshan Airport Store Pick Up & Return Service 7:00 - 23:00
                                                 Rent on the Spot Service 7:00 - 16:00
      • Kaohsiung Airport 8:00 - 21:00
      • Kaohsiung Branch 09:00 - 21:00
  • What are the things I need to bring if I am renting on the exact date? open
    • Please bring anything that would identify yourself (e.g., passport, ID), and cash or credit card.

  • Can I rent it at the airport on the exact date of my departure? open
    • Our company is the only one that has a rental services counter at the airport.
      If there are available units, you can rent even if you have not reserved online.

      【Note】 Compared to reserving online, renting on the exact date would take more time to process. We also recommend you reserve on our website as stocks are limited.

  • When is the deadline for reservations? open
    • You can reserve on the website four days before your departure date if you plan to claim it at the airport.
      If you want it to be delivered to your house, reserve seven days before your flight.
      You can still reserve even if the deadline has passed. For more information, contact our call center.

  • When can I apply to reserve? open
    • You can reserve six months before your departure date (from June 24, the period has been extended from three to six months).
      No cancellation fees will be applied if you cancel four business days from your departure date.
      We recommend you reserve Wi-Ho! once your travel schedule has been finalized.

  • How do I apply? open
    • You can apply for reservations using the online application form found on this website.
      Please make your reservations when you already have your travel itinerary (i.e., departure and arrival dates, country to visit) fixed.
Fee and payment
  • If I get back to the country earlier than expected, what would become of the rental fee? open
    • If you let us know of the changes (up to the date of your arrival back to the country) through contacting our call center, e-mail via our website, or message via Facebook, we will initially charge you the original fee and reimburse the balance amount.

  • How do I use a special offer/coupon code? open
    • From time to time we may offer special discounts or promotions, please refer to news or check the blog on our website. You can simply use a discount through the unique promo URL when placing an order.

      【 Note 】
      Please note that our stores do not honour some online special discounts or promotions. Once an order has been successfully placed, you cannot make modifications yourself. If you want to exchange the product for another one in Wi-Ho! store, special discounts and promotions offered online may not be applied toward Wi-Ho! store purchases .

  • Is a deposit necessary? open
    • If paying by credit card, the total amount includes rental fee and extra NTD$3,000 of authorization hold as deposit.
      The NTD$3,000 deposit charge will not show on your payment receipt and monthly bill. This authorization will be canceled within 30 days after your payment.

      However, if paying by cash at the airport, deposit is necessary.
      1. For a regular Wi-Fi Router, it costs NTD$3,000.
      2. For a smartphone, it costs NTD$3,000.
      3. For a power bank, it costs NTD$1,000

  • How do I pay? open
    • If you reserved online, you can pay through credit card.
      You can also pay in cash if you are renting on the day itself.

  • How is the rental fee computed? open
    • The rental fee is charged per day. For example, for two days and one night, you will be charged for two days.
      Because the fee is of a flat rate, it is computed by multiplying the one-day flat rate with the number of days from your departure date to your arrival date back to the country.
      If you also applied for other options, do add the fee for each.
      The fee wouldn’t go up no matter how heavy you use the unit, so you never need to worry.

      【Note】 The daily rate is not computed in 24 hours. Also, this is based on the Taiwan Standard Time (UTC/GMT+08:00).

Claiming and returning of items
  • If I choose FamilyMart delivery, when will the courier arrive? open
    • the regular courier arrival date to your appointed FamilyMart store will be one day earlier before your rental duration start date. The actual delivery date will be upon FamilyMart logistics service proceeds.
      Wi-Ho! members can log in Wi-Ho! page for checking the proceeding of the delivery with the FamilyMart tracking No. one day earlier before the departure flight, or directly check the proceeding on the official FamilyMart Shop to Shop delivery page.

  • If for some reason I could not return the unit or accessories I have rented on the day that I get back to the country, what would become of the rental fee? open
    • An additional fee, (unit’s daily rental fee + option/s fee) multiplied by the number of days that passed from your arrival date, would be applied.
      However, in cases beyond your control, such as flight delays or natural disasters, there would be no additional fee once you submit a proof of that unfortunate event (and we recognize it).

  • What should I do if I forgot to return what I rented on the day I’ve returned back to the country? open
    • Please send back what you rented through a door-to-door delivery service, or through the convenience store or post office near you to the address below.
      If the postmarked date on the package is the same as your arrival date back to the country, there will be no additional fees. If the postmarked date is of the day after, a one-day fine would be applied.

      • Addressee: Telecom Square, Inc.(Operation Center)

           特樂通股份有限公司(物流中心)

      • Address: No.8, Lane 156, Zhongzheng E. Rd., Dayuan Dist., Taoyuan City 337, Taiwan

          337桃園市大園區中正東路156巷8號

  • What should I do if on the departure date, I forgot to pick-up what I rented and have already passed Customs and Immigrations? open
    • As our airport staff cannot process customs, if possible, kindly re-enter the country and proceed to our counter.
      If you don’t have any more time left to go back, your reservation would automatically be canceled and we will charge you 199 yuan for every device or accessory you have intended to rent.

  • If I choose the home delivery service, when will I get the device? open
    • Our company uses Taiwan Pelican Express Co., Ltd.’s door-to-door delivery service .
      Normally, the device will be delivered to you in the morning the day before your departure.
      It still depends on courier’s delivery procedure.
      When you register to be a Wi-Ho! membership, a tracking number will be provided to you.
      You could track the status of your device and and if you have any concern regarding delivery, please contact"Taiwan Pelican Express Co."service center.

      Taiwan Pelican Express Co.
      Website:https://www.e-can.com.tw/
      Tel:(02)6618-1818

Products and services
  • Why do I still need to be careful in transferring large data in a short period when the device can send and receive unlimited data? open
    • With the global increase in the use of smartphones, telecommunications companies cannot catch up to the demand of data use. From the viewpoint of fair data transmission, a carrier may limit data without prior notice to a user dealing with too much data in a short period. Please refrain from transferring large data in a short amount of time, such as watching lengthy videos.

  • What is the insurance? open
    • If you sign up in advance, the insurance is a unique compensation system that would reduce the amount you would have to pay if, by any chance, the equipment, or accessories, you have rented gets lost, stolen, or damaged during use.
      The insurance fee is 50 yuan per day multiplied by the number of days you will be out of the country.

      【Note】 You cannot apply for insurance after renting.

      img_faq01

      遺失保險理賠金20160426

Others
  • What do I do if I forgot to pick-up what I rented on my departure date and left the country as is? open
    • Your reservation would automatically be canceled and we will charge you 199 yuan for every device or accessory you have intended to rent.
      If you have already paid the full fee, we will return the remaining balance to you.

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