Shipping Policy

This policy applies to the process of transporting goods from the seller or sender in Japan to Suzuki's Japan warehouse, from the Japan warehouse to the Vietnam warehouse, and from the Vietnam warehouse to the customer.

The services within the scope of this policy include proxy buying, proxy bidding on Yahoo! Auctions, and package forwarding. For package forwarding, customers buy items elsewhere themselves and send them to Suzuki's Japan warehouse for Suzuki to receive and send to Vietnam.

Items sent by air shipping go to the Hanoi warehouse. Items sent by sea shipping go to the Ho Chi Minh City warehouse. Delivery within Vietnam is carried out according to the customer's delivery choice and the actual processing status of each package.

Suzuki has the right to refuse to buy, bid on, receive, or send prohibited items, restricted items, or high-risk items under Japanese law, Vietnamese law, marketplace regulations, and carrier regulations.

The standard shipping process includes the steps from when an order is placed or a package forwarding shipment is created until the customer receives the goods in Vietnam.

1. The seller or sender in Japan sends the goods to Suzuki’s Japan warehouse.
2. Suzuki receives the goods at the Japan warehouse, weighs them, and records the package.
3. The goods are dispatched by flight or sea container, depending on the international shipping method the customer selected.
4. The goods arrive at the corresponding Vietnam warehouse: air shipping arrives at the Hanoi warehouse, and sea shipping arrives at the Ho Chi Minh City warehouse.
5. The customer pays the international shipping fee according to the payment request on the account.
6. The goods are delivered to the customer according to the domestic delivery method in Vietnam that has been confirmed.

When placing a proxy buying order or creating a package forwarding order, the customer must select the international shipping method as air or sea. This selection is the basis for Suzuki to process international shipping for the goods.

Orders are only processed for delivery in Vietnam after the customer has completed the necessary payments related to shipping and confirmed the recipient information as requested on the website or application.

Proxy buying and proxy bidding items

After Suzuki successfully purchases an item or the customer wins an auction, the seller in Japan sends the item to Suzuki’s Japan warehouse. The Japan domestic shipping fee from the seller to the warehouse, if charged by the seller, is paid by the customer according to the information displayed or according to the arising payment request.

When the item arrives at the Japan warehouse, Suzuki performs warehouse receiving, weighs it, and records the package information. The milestone that the item has been received into the warehouse is determined when Suzuki confirms on the customer’s account that the item has arrived at the Japan warehouse.

Ship-for-me items

To create a Ship-for-me order, the customer clicks “Create order” (“Tạo đơn”) and then selects “Create Ship-for-me order” (“Tạo đơn ship hộ”). Suzuki has two receiving warehouses in Japan: the Sea Warehouse (Saitama) for sea shipping and the Air Warehouse (Chiba) for air shipping. The customer selects the warehouse and enters the Japan domestic waybill number, item name, category, images, and notes; the international shipping route follows the selected warehouse.

If a Ship-for-me item is sent under a recipient-pays method such as 着払い/代引き, the customer needs to enter the “Payment-on-behalf fee” (“Phí thanh toán hộ”) in yen and pay in advance so that Suzuki has a basis to receive the item.

The warehouse address and recipient name (format SuzukiYourName, without accents or spaces) are shown on the order creation screen and after the order is created. The customer needs to send to the correct warehouse and write this information correctly so that Suzuki can identify and process the package when it arrives at the Japan warehouse.

For Ship-for-me, an item is only considered received when Suzuki confirms warehouse receiving. If the item has not arrived at the warehouse after about 7 days, the customer needs to check with the sender and message Suzuki via chat for support.

The customer is responsible for correctly declaring the information of Ship-for-me items. Incorrect declaration may affect the ability to receive, send, or process the item.

Suzuki supports international shipping by air shipping and sea shipping. Each shipping method has different unit prices, arrival warehouses, and estimated times.

The times in the table are estimates and are not fixed delivery commitments. Shipping may be delayed due to customs clearance, holidays, weather, or carriers.

International shipping fees are calculated based on the actual weight when the goods arrive at the Japan warehouse, multiplied by the unit price of the selected shipping method, then rounded up to the nearest thousand VND.

Some special items have separate shipping surcharges, for example phones, computers, alcohol, and cigarettes. Bulky goods sent by air shipping may also incur a surcharge.

Surcharges, if any, will be notified by Suzuki or reviewed on a case-by-case basis depending on the type of goods, shipping method, and applicable regulations at the time of processing.

When the goods have left Japan, the customer receives a request to pay the international shipping fee with the content “Shipping payment batch …” in the “Payment management” (“Quản lý thanh toán”) section.

Before paying the shipping fee, the customer must confirm the delivery address and the delivery method within Vietnam. The international shipping fee must be paid before the goods are delivered.

The international shipping fee is paid using the Suzuki Balance. If the balance is insufficient, the customer needs to top up to complete the payment according to the request on the account.

Delivery fees within Vietnam are not included in the international shipping fee. The customer pays the domestic delivery fee to the delivery provider upon receiving the goods.

After the goods arrive at the Vietnam warehouse and the customer completes the related payment request, Suzuki processes delivery according to the customer's choice.

Customers can choose Viettel Post, 247 Express, express delivery via Viettel/247, book Grab, or come to the warehouse to pick up the goods themselves.

The delivery fee within Vietnam is paid by the customer to the delivery provider upon receiving the goods. When the goods are shipped out from the Vietnam warehouse, the customer receives a notification with the carrier information.

Delivery within Vietnam depends on the delivery method the customer has selected, the receiving information the customer has confirmed, and the processing status of the delivery provider.

Customers can track items in their account on the Japan warehouse page and via the timeline of each package.

The Japan warehouse page in the account includes the sections “Items arriving at warehouse” (“Hàng sắp tới kho”), “Items in warehouse” (“Hàng trong kho”) and “Items shipped from warehouse” (“Hàng xuất kho”).

• “Items arriving at warehouse” (“Hàng sắp tới kho”): displays items on the way to the Japan warehouse according to order or waybill information.
• “Items in warehouse” (“Hàng trong kho”): displays items that have been received at the Japan warehouse, including weight, unit price, total shipping fee and warehouse arrival date.
• “Items shipped from warehouse” (“Hàng xuất kho”): displays items that have been shipped from the Japan warehouse for international shipping.

The tracking timeline for each package includes: “Arrived at Japan warehouse” (“Đã về kho Nhật”) → “Under international shipping” (“Đang vận chuyển QT”) → “Arrived at Vietnam warehouse” (“Đã về kho VN”) → “Out for delivery” (“Đang giao hàng”) → “Completed” (“Hoàn thành”).

Tracking information is updated according to the actual processing progress. When items leave the Vietnam warehouse, customers receive a notification with the shipping carrier.

Shipping times are estimates and are not fixed commitments. Actual times may vary depending on flight schedules, container closing schedules, customs clearance, holidays, weather, carriers, and factors outside the normal handling process.

Air shipping closes shipments weekly. The time is usually about 1–2 weeks from when the goods arrive at the Japan warehouse to the Vietnam warehouse.

Sea shipping loads containers in batches, about one shipment every 2 months. The total time is usually about 1–2 months.

If there is a delay, Suzuki will support checking the status of the goods within the scope of information that can be confirmed from the warehouse, carrier, or relevant party.

Suzuki has the right to refuse to purchase, bid on, receive, or ship goods that are prohibited or restricted under Japanese law, Vietnamese law, marketplace and carrier regulations, or goods that are high risk.

Examples of goods that may be refused or restricted include weapons and weapon-like items, and flammable or explosive goods. Batteries and liquids may be limited in shipping method.

Some items are held for review before purchase or bidding. If refused before purchase, the amount held for that item will be refunded to the customer's Balance.

For package forwarding, customers are responsible for accurately declaring the type of goods, item information, and factors related to shipping. Suzuki may refuse to receive or ship goods if they do not meet shipping conditions.

Items that remain in the warehouse for a long time or for which shipping fees are not paid may incur storage fees or be handled in accordance with regulations.

Before applying storage fee collection or handling the items, Suzuki notifies the customer using the contact information or a notification on the account.

Customers need to monitor notifications, pay shipping fees as required, and confirm the method of receiving the items to limit items being stored at the warehouse for an extended period.

When discovering that goods are damaged, lost, or have an issue during delivery and receipt, customers may submit a claim in the “Claims/Feedback” (“Khiếu nại/Góp ý”) section in their account or send a chat message to Suzuki.

The claim file should include the order code or package code, photos and a continuously recorded video taken while opening the package, photos of the packaging and labels, together with a description of the issue. Customers should report as soon as possible right after receiving the goods so that Suzuki has a basis to check and support.

Responsibility is reviewed according to each shipping leg. Before the goods arrive at the Japan warehouse, delivery and receipt are the responsibility of the seller and the Japan domestic carrier; Suzuki supports working with the seller or marketplace when necessary.

From the time the goods have been received into the Japan warehouse until they leave the Vietnam warehouse, Suzuki reviews its responsibility based on the cause, evidence, and actual handling status.

When the domestic delivery provider in Vietnam is holding the goods, handling applies according to that provider’s policy; Suzuki supports customers in filing a claim with the delivery provider.

The compensation amount, if any, is reviewed according to the cause, evidence, and value of the goods. Used goods purchased from a seller have their condition determined according to the seller’s description; Suzuki does not provide product warranties.

Suzuki does not provide insurance services. Additional services such as photographing goods, inventory checking of goods, or carton reinforcement are handled according to the customer’s selection when placing the order and do not replace insurance.

Customers can contact Suzuki for support regarding shipping, fees, package tracking, delivery within Vietnam, or claims.

• Email: [email protected]
• Phone: +81 3 3667 7108
• Support hours by phone and email: 10:00–18:00 Japan time, from Monday to Friday, excluding Japanese holidays
• Chat support: from 9:00 to 20:00 Vietnam time
• Website: https://suzukitrade.com

Live chat is available on the website and app.