Frequently Asked Questions
Everything you need to know about booking your visit to Osaka Castle.
If you can't find the answer to your question below, please contact our support team at info@vianovatours.com or call +1 (503) 498-8432. We typically respond within 24-48 hours.
Q1. How do I receive my tickets after booking?
Your tickets will be sent to the email address you provided when completing your booking, so please make sure your email is entered correctly at checkout. If you realize you have entered an incorrect email - for example, if you have not received a confirmation email - please contact us at info@vianovatours.com so we can resend your tickets to the correct address.
Q2. How long does it take to receive my tickets?
You will receive an instant confirmation email immediately after checkout. Your final confirmation and the tickets themselves typically arrive within 10 to 30 minutes. For bookings scheduled for a future date (not same-day), tickets are usually delivered within 24 hours of your order. For bookings made well in advance, tickets are typically sent approximately 14 days before your scheduled visit, though they may arrive sooner. If you have not received your tickets within these timeframes, please reach out to info@vianovatours.com and we will assist you.
Q3. What if I don't receive my tickets?
If you have not received your tickets within the timeframes described above, please contact us at info@vianovatours.com with your booking reference number. We will investigate the delivery and resend your tickets if needed.
Q4. Can I change the date or name on my ticket after booking?
No. All sales are final. We do not offer changes to the date, time, or name on a ticket once your booking has been placed. Please review your booking details carefully - including date, time slot, ticket type, and the names entered for each ticket - before completing checkout.
Q5. Do I need to print my ticket, or can I show it on my phone?
Tickets are delivered as a PDF attachment to your email. You can either save the PDF to your phone and present it on your screen at the venue entrance, or print it out and bring the printed copy. Both formats are accepted.
Q6. What payment methods do you accept?
We accept all major credit and debit cards processed through Stripe, including Visa, Mastercard, American Express, and Discover. The full list of supported payment methods is shown at checkout.
Q7. Is my payment secure?
Yes. All payments on osaka-castle.com are processed securely through Stripe, a PCI-DSS compliant payment processor used by millions of businesses worldwide. Your card details are never stored on our servers. The connection between your browser and our checkout is encrypted using industry-standard TLS.
Q8. Can I cancel my booking?
All sales are final. Limited cancellation accommodations may be available in specific circumstances - please read our Terms and Conditions and our Refund Policy for the full details on when cancellations may be considered.
Q9. Can I get a refund?
All sales are final. Refunds are only issued in a limited set of circumstances, such as venue closure or non-delivery of tickets. Please read our Refund Policy for the full list of eligible refund scenarios and the process for requesting a refund.
Q10. What if my ticket doesn't work at the venue?
All tickets we provide are 100% authentic, individualized, and authorized by the official venue. In the rare event that you encounter any issue presenting your ticket at the venue, please contact our support team immediately at info@vianovatours.com with photos and a description of what happened. We will review your situation and work with you to reach a solution.