FAQ
Find answers to common questions about LostSOS.
Q1. What items do you handle?
We focus on high-stress, high-value items: passport/IDs, wallet, smartphone, camera, PC/tablet, suitcase.
Luxury items, storage media (SD/SSD), keys, and important documents are handled as optional, case-by-case quotes.
Low-value daily items (umbrellas, clothes, souvenirs, etc.) are generally out of scope (self-help guidance only).
→ Service & PricingLuxury items, storage media (SD/SSD), keys, and important documents are handled as optional, case-by-case quotes.
Low-value daily items (umbrellas, clothes, souvenirs, etc.) are generally out of scope (self-help guidance only).
Q2. How do I start? What information do you need?
Use the Panic Form (3 quick questions): What / When / Where (train line, station, hotel name, etc.).
If it's a passport/ID, you may also need to contact your embassy/consulate and file a report depending on your situation — we'll guide you.
→ Start here: Panic FormIf it's a passport/ID, you may also need to contact your embassy/consulate and file a report depending on your situation — we'll guide you.
Q3. How fast will you respond? What does the SLA mean?
During support hours, we typically reply within 5 minutes.
Standard: first contact attempt to key organizations within 24 hours (in principle).
Premium: first contact attempt within 6 hours (in principle).
「First contact attempt」means the first outreach (phone/email/web form) to the key organizations for your case.
→ Service & PricingStandard: first contact attempt to key organizations within 24 hours (in principle).
Premium: first contact attempt within 6 hours (in principle).
「First contact attempt」means the first outreach (phone/email/web form) to the key organizations for your case.
Q4. What if you can't find my item, or I need to cancel?
We do not guarantee that an item will be found or released (it depends on each organization's rules and timelines).
For Standard/Premium, we charge the success fee only upon「Success.」 If not found, the success fee is not charged.
You can cancel before we start (before the first contact attempt) for a full refund if charged; after we start, approved Actual Costs may still apply.
Light Check Plan is fixed-fee and generally non-refundable once started.
For Standard/Premium, we charge the success fee only upon「Success.」 If not found, the success fee is not charged.
You can cancel before we start (before the first contact attempt) for a full refund if charged; after we start, approved Actual Costs may still apply.
Light Check Plan is fixed-fee and generally non-refundable once started.
Q5. How does pricing work, especially if I lost multiple items?
Fees are per case / per item.
If multiple items were lost together (same place/time), we can review the situation and may provide a custom quote (or a limited discount) case-by-case.
→ Service & PricingIf multiple items were lost together (same place/time), we can review the situation and may provide a custom quote (or a limited discount) case-by-case.
Q6. What counts as「Success」and when do you charge the success fee?
For Standard/Premium,「Success」means:
- International: handed to an international carrier (DHL/FedEx/UPS, etc.) and a tracking number is issued
- Domestic (Japan): handed to a domestic carrier and a tracking number is issued
- Premium face-to-face option: handover completed as agreed (Tokyo 23 wards only)
We don't define Success as「delivered,」because customs/carrier delays are outside our control.
→ Service & Pricing- International: handed to an international carrier (DHL/FedEx/UPS, etc.) and a tracking number is issued
- Domestic (Japan): handed to a domestic carrier and a tracking number is issued
- Premium face-to-face option: handover completed as agreed (Tokyo 23 wards only)
We don't define Success as「delivered,」because customs/carrier delays are outside our control.
Q7. What additional costs apply (shipping, customs, etc.)?
Plan fees may be separate from Actual Costs such as shipping (international/domestic), local transport, storage, packing materials, and customs handling.
Customs duties/import taxes are generally paid by the recipient.
We normally estimate costs and ask for approval first. For urgent cases, we may advance up to JPY 10,000; above that requires your approval.
→ Legal NoticeCustoms duties/import taxes are generally paid by the recipient.
We normally estimate costs and ask for approval first. For urgent cases, we may advance up to JPY 10,000; above that requires your approval.
Q8. What if the item is found but can't be released or shipped overseas?
Sometimes an organization may refuse proxy release, or overseas shipping may be restricted (e.g., lithium batteries, carrier rules).
In such cases, we propose alternatives: domestic delivery, storage, handover to a designated recipient, embassy-directed handling, etc.
If meaningful progress is achieved without full Success, we may propose a Partial Success Fee (30–50%), charged only with your approval.
In such cases, we propose alternatives: domestic delivery, storage, handover to a designated recipient, embassy-directed handling, etc.
If meaningful progress is achieved without full Success, we may propose a Partial Success Fee (30–50%), charged only with your approval.
Q9. Do you need my ID or a power of attorney (POA)?
It depends on the item and the organization. Proxy collection may require:
- a signed POA (photo of a signed PDF is OK), and/or
- identity verification (ID/selfie, proof of ownership, IMEI/serial, etc.)
For security, we request only what is necessary for your case.
- a signed POA (photo of a signed PDF is OK), and/or
- identity verification (ID/selfie, proof of ownership, IMEI/serial, etc.)
For security, we request only what is necessary for your case.
Q10. How do you handle my data? Do you train AI with it?
We may use AI/machine translation to handle multilingual cases, but we do not use your personal data to train our own AI models.
Calls may be recorded for quality/evidence (retained up to 90 days). Verification documents (ID/selfie/POA) are typically deleted 90 days after completion.
Some data may be transferred overseas due to international shipping and service providers; we apply appropriate safeguards.
→ Privacy PolicyCalls may be recorded for quality/evidence (retained up to 90 days). Verification documents (ID/selfie/POA) are typically deleted 90 days after completion.
Some data may be transferred overseas due to international shipping and service providers; we apply appropriate safeguards.
Q11. I already left Japan (or I'm flying tomorrow). Can you still help?
Yes. Many clients contact us after leaving Japan or right before departure.
We can contact organizations in Japanese and, if found and releasable, arrange domestic or international shipping (subject to restrictions and embassy rules for passports).
→ Start here: Panic FormWe can contact organizations in Japanese and, if found and releasable, arrange domestic or international shipping (subject to restrictions and embassy rules for passports).
Q12. I'm a hotel/hostel/agency—can we partner?
Yes. We can provide a simple QR card for your front desk and a clear escalation flow for urgent guest requests.
Partnership inquiries: please contact us via the contact page/email and select 「Partnership.」
→ ContactPartnership inquiries: please contact us via the contact page/email and select 「Partnership.」