Japan Experience

I ordered a japan rail pass *** Japan Experience February 8, 2020 for $1290 for 3 people. Then the virus hit and everything started to be shut down. Our flight was set for March 25, 2020, but all flights were canceled going to japan. So, I had to cancel the tickets. Japan Experience was very unreasonable by only returning 90% of my money. This is way to big a cancellation fee especially when it wasn't my fault that we had to cancel. In light of the circumstances I could see a $20 or $25 charge for mailing of the tickets but $193.50 is way too much. Please, provide some help for this unreasonable charge. Thank you

I want to personally thank the manager, Frank for assisting me with my issue on 2/11/20. He was able to explain and give me a refund for my pocket WiFi. The first person that I talked to got frustrated and hung up one me because he refused to understand why I was frustrated with my issue (I was instructed to send rail cards back for refund but I never ordered rail cards but I sent back everything and was told that I would have to chuck up my loses with my SUICA cards since I cancelled my trip due to flight cancellations).