Temporary Closure and Ticket Refund (Charge Cancellation) Information(Updated April 24)
To visitors with tickets during the closure period
People who have purchased museum tickets for the closure period can complete the procedures to receive a ticket refund (charge cancellation).
1. For guests who purchased tickets on the official museum website, the museum has completed the refunds (charge cancellation/refund processing).
* If the refund processing date is after your credit card closing date, you will be charged for the payment that month, but the amount will be deducted from your bill the following month.
* Closing dates vary by credit card company. Please note that we cannot confirm your closing date.
2. If you purchased your ticket from a ticket agency, you must complete the procedures yourself.
The procedures vary depending on where you purchased your ticket. We apologize for the inconvenience, but please check the refund method on the company’s website and complete the cancellation procedures by the deadline.
1) Tickets for admission from February 29 (Saturday) to March 31 (Tuesday), 2020
⇒ Refunds are available until April 30 (Thursday), 2020
2) Tickets for admission from April 1 (Wednesday) to April 30 (Thursday), 2020
⇒ Refunds are available until May 31 (Sunday), 2020
3. If you purchased your ticket somewhere other than the official museum website or the ticket agencies above (travel agencies, etc.), please contact the service from which you purchased the ticket directly.
If you have any questions, please contact us using the form below (please include your ticket inquiry number):
To guests with invitation tickets that expire during the temporary closing
For invitation tickets that expire during the temporary closing, all expiration dates will be extended.
Details will be posted on the official website when the museum reopens.
Please keep your invitation tickets until the reopening. (They cannot be reissued if lost.)
Can I date change or cancel my tickets after the purchase is completed?
As a general rule no cancellations are taken after purchase. However, you can change the admission date once only for tickets purchased on the teamLab Borderless official ticket website.
*You can make changes until 9:00 AM on the original admission date.
To change the admission date, complete the procedures from the "Change the admission date" button displayed on the QR ticket you want to change.
However, the admission date cannot be changed in the following cases.
・Tickets with dates that have already been changed.
・Ticket type/number of sheets changes.
・Changing to a date for which sufficient tickets are not available.
・Changing only some of multiple purchased tickets.
・Changing to a date that is not available to purchase.
・Changing to a date with a revised price.
I don't own a smartphone, tablet or similar device; Can I still use my e-tickets?
1. If you can print the e-ticket you purchased from a computer.
Even without a smartphone, you can print your e-ticket and present it for admission.
Do I have to print my e-tickets?
1. If you own a smartphone, tablet or similar devices.
You don't have to print your tickets. Access the URL from your purchase confirmation email and display the ticket screen at the entrance.
2. If you do not own a smart device.
Print ticket using the "Print your e-ticket" on the ticket page that is displayed after 0:00 AM on the admission day.
How do I purchase and pay for tickets?
1. Purchase from the official website.
You can pay for tickets on the official website via credit card or Alipay.
2. Purchase from ticket agencies.
You can pay via cash and other methods at the following ticket agencies.
Please check with each ticket agency for details.
3. Purchase at the venue.
There are ticket machines at the teamLab Borderless venue.
You can pay via cash, credit card, or wechat pay when using these machines.
* No same-day tickets will be sold if advance sale tickets are sold out.
If you know when you will visit, advance sale tickets are recommended.
Where can I view my purchased tickets?
You may display the ticket from the URL on your purchase confirmation email (subject: teamLab e-ticket purchase completed)
If this email hasn't been delivered, please contact us via the inquiry at this website.
Can I share my tickets with friends? In the case of group purchase, is individual entrance available?
You can share your tickets from the "share your ticket" button. By sharing the purchased tickets, You can enter separately.
Select and send ticket to be issued using the "Share your Ticket" button shown on the ticket page that is displayed after 0:00 AM on the admission day.
*Persons with disabilities must bring their disability certificate to receive the discount. The certificate will be checked at the entrance gate. Please come with your accompanying person.
Please refrain from fowarding your purchase confirmation email to others.
The purchase confirmation email hasn't been delivered, what should I do?
If your purchase confirmation email hasn't arrived, be aware of the following:
1. The email hasn't been delived to the inbox of the mail software or It may be stored in another folder by a filter (automatic sorting function) set in the mail
2. Your email software might be rejecting our email.
Please set up to be able to receive mail from @ ticket.teamlab.art.
If your problem could not be solved by the above, please contact us via the inquiry at this website.
Please contact us if none of the above methods resolve the problem.
Can I stop sharing my tickets?
Yes, you may stop sharing your tickets from the ticket details page by clicking the "edit your shared tickets" button.
Note that after you cancel ticket sharing, the other party won't be able to access the tickets and the number of tickets your own will be increased.
Are there any admission limits? Will I have to wait?
No same-day tickets will be sold if advance sale tickets are sold out.
If you know when you will visit, advance sale tickets are recommended.
You may be asked to wait outside the venue at crowded times.
Please make sure you are dressed appropriately for the weather.
Can children (junior high school age and under) enter by themselves?
Children (junior high school students and under) must be accompanied by an adult at least 20 years old.
One adult may accompany up to three children.
Can I bring a stroller inside?
No strollers are permitted.
Please leave them in the luggage room.
Is re-entry permitted?
No, re-entry is not permitted.
About The Site
Are there any pamphlets (facility maps)?
teamLab Borderless is a world of art without boundaries, a museum without a map.
No maps are provided so visitors can experience the art in line with this concept.
Are there any rest areas or nursing rooms?
There are two rest areas on each floor.
A nursing room is located near the Athletics Forest.
If you need assistance, please ask a nearby staff member.
Are there any restaurants, cafes, or vending machines in the museum?
There are no restaurants, but there is a tea house (separate fees apply).
There are also vending machines in the rest areas on each floor.
Are credit cards accepted everywhere in the museum?
Only cash and electronic money are accepted at the vending machines.
Can I take photos (videos)? Can I post them to social media?
You can take photos and videos and post them on social media, but the following are prohibited:
・Photography using auxiliary camera equipment (such as monopods, tripods, and selfie sticks), flash photography
・Photography or coverage for commercial purposes without prior consent
・Other actions that bother other guests
Is teamLab Planets TOKYO in Toyosu a separate facility?
It is a separate facility.
Your ticket only provides admission to teamLab Borderless.