The fastest way to get help is through the in-app support chat — tap the help icon in the bottom right corner of the app. You can also:
● Website: takumo.jp/support
Support is available in English and Japanese. Include your booking reference number in any message to help us find your booking quickly.
My Luggage is Lost or Damaged
If your luggage does not arrive or arrives damaged:
● Contact Takumo support immediately with your booking reference
● We will open an inquiry with the carrier on your behalf
● For damaged items, keep the packaging and take photographs immediately — these are required for a carrier claim
● Claims are processed by the carrier under their standard liability terms
Yamato Transport's domestic liability limit is ¥300,000 per item. International carrier limits vary. If your items are worth more, we recommend arranging additional shipping insurance at the time of booking.
I Have a Problem with My Booking
Problem | What to Do |
Did not receive confirmation email | Check spam folder. Log into app to view booking. Contact support if still not received. |
QR code not scanning at desk | Ask staff to search by your name and email address. Show QR code from email rather than Wallet if needed. |
Wrong destination on booking | Edit the booking in the app before handing over luggage. After handover, contact front desk or Takumo support. |
Luggage collected but tracking not updating | Allow 24 hours. If no update after 48 hours, contact Takumo support with booking reference. |
Delivered to wrong address | Contact Takumo support immediately with your booking reference. We will coordinate with the carrier. |
Want to change delivery date | Contact Takumo support or the carrier directly using the tracking number on your confirmation. |
Frequently Asked Questions
Can I send luggage from one hotel to another?
Yes. At Step 4 of the booking, select Hotel as the destination type and search for your next hotel by name. Your luggage will be delivered to the front desk of your next hotel.
Can I send luggage to the airport?
Yes. At Step 4, select Airport and choose your departure airport and the relevant terminal luggage counter. Check the airport's luggage storage hours — delivery times vary by airport.
What if I am not at the destination when my luggage arrives?
For hotel destinations the front desk will hold your luggage until you check in. For home addresses the carrier will leave a delivery notice and attempt redelivery. Use the carrier's redelivery service via the tracking link to arrange a convenient time.
Can I send luggage internationally from any hotel?
International shipping is available at hotels that have international carrier connections configured. If you do not see international carrier options in Step 3, the hotel may only have domestic carriers activated. Ask the front desk.
Is there a size or weight limit?
Domestic: Yamato handles up to 200cm combined and 30kg. International limits vary by carrier — see the International Shipping article for details.
What languages does the app support?
Takumo Lite is available in English and Japanese.