Terms of Service

1.1. Service Provider

Suzuki is a service provided by 株式会社鈴木商会. Corporate number: 9010001047428. The head office is located at 6F Nihonbashi YT Building, 1-21-7 Nihonbashi-Kakigaracho, Chuo-ku, Tokyo 103-0014, Japan.

1.2. Scope of Services

Suzuki provides proxy buying, proxy bidding, package forwarding for goods from Japan, and Japan–Vietnam shipping services for customers. Goods are sent by the seller or Japan domestic carrier to Suzuki's Japan warehouse, then shipped to the Vietnam warehouse according to the method selected by the customer.

1.3. Suzuki's Role in Transactions

For proxy buying and proxy bidding, Suzuki transacts with the seller or marketplace on behalf of the customer at the customer's request. The goods are the customer's goods. Suzuki is not the seller of goods on Japanese marketplaces or websites.

1.4. Warehouses and Shipping Routes

Suzuki has two warehouses in Japan: the Saitama warehouse (Satte, Saitama Prefecture) for sea shipping and the Chiba warehouse (Inzai, Chiba Prefecture) for air shipping. Customers must send goods to the warehouse that matches the shipping method they chose. Goods shipped by air shipping go to the Hanoi warehouse; goods shipped by sea shipping go to the Ho Chi Minh City warehouse.

In these Terms, the terms below are understood as follows:

• Proxy buying: the service in which Suzuki buys goods on Japanese marketplaces or websites on behalf of customers, receives the goods at the Japan warehouse, and sends them to Vietnam.
• Proxy bidding: the service in which Suzuki participates in auctions on Yahoo! Auctions on behalf of customers.
• Package forwarding: the service in which customers buy goods elsewhere themselves and send them to Suzuki’s Japan warehouse for Suzuki to receive, record, and send to Vietnam.
• Seller: an individual, store, or entity listing goods for sale on a Japanese marketplace or website.
• Marketplace: a Japanese platform or website where goods are listed for sale or auction.
• Suzuki Balance: prepaid funds in the customer’s account, denominated in VND, used to pay amounts on Suzuki.
• Auction deposit: the amount customers pay to activate an Auction Plan. The auction deposit is separate from the available balance.
• Japan warehouse: Suzuki’s warehouse in Japan, where goods are received, weighed, and recorded before being exported to Vietnam.
• Vietnam warehouse: the receiving warehouse in Vietnam; air shipping goods go to the Hanoi warehouse and sea shipping goods go to the Ho Chi Minh City warehouse.
• Link: the product, order, or auction page URL that customers send to Suzuki or operate on the Suzuki website.

3.1. Account registration

Customers can register an account by email with their full name, phone number, email, and a password of at least 6 characters, or register with Google.

3.2. Phone number verification

Customers must verify their phone number with a 6-digit OTP code via SMS before placing an order, creating a package forwarding order, or participating in an auction.

3.3. Additional verification

Suzuki may request customers to provide additional information or documents for verification when necessary.

3.4. Feature or account restriction

Suzuki may restrict individual features, including purchasing, package forwarding, bidding, price negotiation, Ask the Seller, or restrict the entire account when there is a violation or risk. When restricted, customers will see a notification during the operation. Customers may contact support for more information.

3.5. Account deletion

Customers who want to delete their account must send an email to [email protected] with the subject "Account deletion request". Any remaining balance must be withdrawn or used beforehand, or the customer must confirm in writing that they waive it. Account deletion does not eliminate outstanding payment obligations and does not affect orders being processed. Transaction records are retained in accordance with accounting regulations.

4.1. Sources of product information

Item information, including description, photos, condition, price, and sale conditions, is published by the seller on the Japanese marketplace or website.

4.2. Scope of inspection by Suzuki

Suzuki does not inspect items before purchase and is not responsible for the information posted by the seller. For used items purchased from the seller, the item condition is determined according to the seller's description.

4.3. Product warranty

Suzuki does not provide warranties for products listed for sale by the seller. When an issue arises, Suzuki supports customers in working with the seller or marketplace to the extent possible.

5.1. Marketplaces available for direct purchase on Suzuki

Customers can place orders directly on the Suzuki website from Mercari, Yahoo! Auctions using the Buy Now format, Yahoo! Shopping, Yahoo! Fleamarket (PayPay Flea Market), Rakuten, Amazon Japan, and Rakuma.

5.2. Ordering from other Japanese websites

For links belonging to other Japanese websites, customers paste the link into the "Create order" ("Tạo đơn") form, and enter the item name and price themselves. Suzuki staff check and process each case individually.

5.3. How to create a proxy buying order

Customers can paste the product link into the search box at the top of the website so the website opens the product page, displays the converted price and Japan domestic shipping fee if any, then click Buy Now or add it to the Cart. Customers can also search for items by keyword on the marketplaces within the Suzuki website or click "Create order" ("Tạo đơn") to paste the link and enter the name and price.

5.4. Selecting an international shipping method

When placing an order, customers must choose the international shipping route as air shipping or sea shipping.

5.5. Payment when placing a purchase order

Customers pay in advance 100% of the item price, plus the Japan domestic shipping fee if already known, the Rakuten fee if applicable, and any additional services if selected, from the Suzuki Balance immediately upon ordering. This amount is held and is only fully deducted when Suzuki successfully makes the purchase. If the Balance is insufficient, customers cannot place the order; the website displays the shortfall amount and the Top up button.

5.6. Processing after ordering

After the customer places a purchase order, Suzuki proceeds to buy the item according to the information the customer has submitted. For Mercari, items marked 専用 will be subject to Ask the Seller first.

5.7. Unsuccessful purchase

If the purchase is unsuccessful because the item is out of stock, the seller cancels, or the order is rejected, the link is canceled and the money is refunded to the Suzuki Balance. Most refunds are recorded immediately upon cancellation; in cases where it is necessary to wait for the marketplace or seller to refund the money, processing time may be longer.

5.8. Surcharges arising after ordering

If the actual price is higher, the seller increases the price, the seller charges an additional shipping fee, or another payable amount arises, the customer receives a surcharge payment request in "Payment management" ("Quản lý thanh toán"). For a surcharge caused by the seller increasing the price, the customer may refuse to pay; in that case, the link is canceled and the money is refunded to the Balance. For Yahoo! Auctions specifically, a surcharge is mandatory if it arises. A shipping fee charged by the seller when the item arrives at the warehouse may be deducted directly from the Balance.

6.1. Proxy buying fee and proxy bidding fee

Suzuki does not charge a proxy buying fee and does not charge a proxy bidding fee.

6.2. Exchange rate

Item prices are calculated in Japanese yen and converted into Vietnamese dong according to the exchange rate published by Suzuki on the website. The exchange rate is fixed at the time the order is placed; subsequent charges for the same item use the fixed exchange rate. The exchange rate may change over time. Amounts in Vietnamese dong are rounded up to the nearest thousand.

6.3. Amounts customers may have to pay

• Item price.
• Japan domestic shipping fee from the seller to the warehouse, if charged by the seller.
• Surcharges arising from the seller or marketplace, such as the seller increasing the price, charging additional shipping fees or taxes.
• Mandatory payment fee of Rakuten: 400 yen per link.
• 400 yen surcharge for Yahoo! Auctions if the seller requires payment via a convenience store or separate bank transfer.
• Additional services if selected by the customer.
• International shipping fee.
• Delivery fee within Vietnam.

6.4. Additional services

Suzuki does not provide an insurance service.

6.5. Surcharges for special items

Some special items may have separate freight surcharges, for example phones, computers, alcohol, and tobacco. Suzuki staff will notify the customer when the customer asks or when case-by-case handling is required.

7.1. Nature of the Suzuki Balance

The Suzuki Balance is prepaid money in the account, denominated in Vietnamese dong, used to pay all amounts on Suzuki. The Balance cannot be transferred to another person and does not earn interest.

7.2. Available balance

The available balance equals the Balance minus funds being held for orders not yet purchased and withdrawal requests being processed. The auction deposit is separate and is not included in the available balance.

7.3. Top-ups

On the "Top up" ("Nạp tiền") screen, the website displays Suzuki's Rakuten Bank bank account and the transfer description specific to each customer. Customers need to transfer with the correct description so the system can identify the top-up. If a transfer from a bank in Vietnam is needed, customers should message in chat for guidance. If after about a few minutes the money has not entered the Balance, customers should send a screenshot of the transaction in chat.

7.4. Top-up and payment methods

Suzuki does not accept top-ups from e-wallets such as MoMo, VNPay. Customers should use one fixed bank account in their own name so the system can identify it automatically. The Suzuki website does not have card payment.

7.5. Withdrawals

Customers create withdrawal requests in the "Withdrawal history" ("Lịch sử rút tiền") section. Only withdrawals from the VND wallet are supported. Each withdrawal request is a minimum of 50,000 VND and a maximum of 20,000,000 VND; the daily limit is 30,000,000 VND and 3 requests. Suzuki does not charge a withdrawal fee.

7.6. Conditions for processing withdrawal requests

Customers cannot withdraw money while there are unpaid amounts, such as unpaid auction orders, shipping fee slips, surcharges, or outstanding advances. Withdrawal requests are approved manually by staff; approval is usually within 48 hours and the transfer is made within about 7 business days.

7.7. Transaction history and pending payments

Customers view transaction history on the account page. Pending payments are displayed in "Payment management" ("Quản lý thanh toán").

7.8. Refunds

Refunds to the Balance, handling of the Balance upon withdrawal or account deletion are carried out in accordance with these Terms and Suzuki's Refund Policy.

8.1. Conditions for participating in bidding

Proxy bidding applies only to Yahoo! Auctions. Customers must verify their phone number and activate the Auction Plan with an auction deposit before placing a bid.

8.2. Auction Plan

Customers go to the "Overview" ("Tổng quan") page in their account, go to the "Auction Plan" ("Gói đấu giá") section and click "Activate" ("Kích hoạt") to activate the Auction Plan.

Each item for which the customer is currently leading or which is pending takes up one slot in the Auction Plan.

8.3. Auction deposit

The auction deposit is separate from the available balance. Customers can click "Withdraw deposit" ("Rút cọc") to transfer the deposit back to the Balance. The deposit cannot be withdrawn when the customer is leading an unfinished auction or still has an unpaid auction order.

8.4. How to place a bid

• "Bid" ("Đấu giá"): immediately places the exact amount the customer enters.
• "Last-minute hunting" ("Săn phút chót"): is automatic bidding. The customer enters the maximum price, the website places the current price plus one bid increment and automatically raises the bid whenever outbid, without exceeding the maximum price. This is not bidding at the last minute.
• "Buy now" ("Thắng ngay"): buys immediately at the seller’s buy-now price and the auction ends.

8.5. Bid increment

8.6. Limits when placing bids

Customers cannot place a bid lower than the valid minimum price and cannot outbid themselves when they are the leading bidder.

8.7. Auction notifications

Auction notifications are sent on the app and website, including: currently the highest bidder, outbid, maximum price has been exceeded, won, auction has ended. Suzuki does not send auction notification emails. Customers who lose receive a notification that the auction has ended.

8.8. Auction results

Auction results are decided by Yahoo! Auctions. Customers may lose even if they have placed a high bid, for example if someone else places a higher maximum price or the seller cancels the auction.

8.9. Links requiring review

Some items, such as items where the seller only delivers in person, does not ship, or items that fall into restricted groups, are held for staff to review before a bid is placed. Customers receive the notification "restricted product, please wait for the system to review". If approved, the website places the bid; if not approved, the website does not place the bid.

8.10. After winning an auction

After the customer wins an auction, the website creates an order including the winning price with tax included and the shipping fee reported by the seller. Customers pay in "Payment Management" ("Quản lý thanh toán") within the deadline. The payment deadline depends on the seller; some sellers require payment within 12 or 24 hours, so customers should pay as soon as possible. This amount is not automatically deducted from the Balance.

8.11. No cancellation and no abandoning items after winning

Customers cannot cancel after winning an auction. If they do not pay or abandon the item after winning, customers may be subject to a handling fee and auction feature restriction. In case of repeated violations, they may be permanently restricted.

9.1. Ask the Seller

Customers can send questions for Suzuki to translate and ask the seller on their behalf. This feature applies to Mercari, Yahoo! Auctions, Yahoo! Fleamarket, and Yahoo! Shopping. Ask the Seller is a free service.

9.2. Price negotiation

Price negotiation applies only to Mercari and is a free service. The minimum proposed price is equal to 80% of the current selling price. Each link can have only one pending request; any later offer must be higher than the previous offer.

9.3. Conditions for using price negotiation

New accounts cannot use the price negotiation feature immediately and need to contact Suzuki to have it enabled.

9.4. When the seller agrees to lower the price

When the seller agrees to lower the price, the customer will be notified and can place the purchase order themselves. The item is not reserved exclusively for the customer; someone else may still buy it first.

10.1. Scope of package forwarding

Package forwarding is a service in which customers purchase items elsewhere themselves, send the items to Suzuki's Japan warehouse, and then Suzuki receives and sends the items to Vietnam.

10.2. Creating a Ship-for-me order

Customers click "Create order" ("Tạo đơn"), select "Create Ship-for-me order" ("Tạo đơn ship hộ"), select the warehouse, enter the Japan domestic tracking number, item name, category, photos, notes, and select air shipping or sea shipping. The website displays the warehouse address and the recipient name that must be written on the package.

10.3. Items sent under recipient-pays terms

If items are sent under recipient-pays terms (着払い/代引き), customers enter the "Payment-on-behalf fee" ("Phí thanh toán hộ") in yen and pay in advance.

10.4. Time when Suzuki receives the items

Ship-for-me items are only considered received when Suzuki confirms warehouse intake. If the items have not arrived at the warehouse after about 7 days, customers should check with the sender and message Suzuki.

10.5. Declaration obligations

Customers are responsible for correctly declaring information about Ship-for-me items, including item name, category, photos, and necessary notes. The international shipping fee for Ship-for-me items is calculated in the same way as proxy buying items.

11.1. Shipping process

The shipping process includes: the seller sends the item to the Japan warehouse, Suzuki receives it into the warehouse, weighs and records it, the item is exported by flight or sea container, arrives at the Vietnam warehouse, and is then delivered to the customer.

11.2. International shipping fee

The international shipping fee is calculated based on the actual weight when the item arrives at the Japan warehouse, multiplied by the unit price and rounded up to the nearest thousand VND. Some special items have separate surcharges. Bulky items sent by air shipping may incur a surcharge.

11.3. Shipping time

Shipping time is an estimate and is not guaranteed. Air shipping is closed weekly, usually about 1–2 weeks from when the item arrives at the Japan warehouse to the Vietnam warehouse. Sea shipping is containerized in batches, about 2 months per shipment; the total time is usually about 1–2 months. Items may be delayed due to customs clearance, holidays, weather, or the carrier.

11.4. Paying shipping fees by batch

When the item has been exported from Japan, the customer receives a shipping fee payment request, displayed as "Shipping payment batch …" ("Thanh toán vận chuyển đợt …") in "Payment management" ("Quản lý thanh toán"). The customer must confirm the receiving address and delivery method before paying. The fee must be paid before the item is delivered.

11.5. Delivery within Vietnam

Customers may choose Viettel Post, 247 Express, express delivery via Viettel or 247, book Grab, or come to the warehouse to pick up the item themselves. The domestic delivery fee is paid by the customer to the delivery unit upon receipt of the item. When the item leaves the Vietnam warehouse, the customer receives a notification with the carrier.

11.6. Item tracking

Customers track items on the Japan warehouse page in their account, including "Items arriving at warehouse" ("Hàng sắp tới kho"), "Items in warehouse" ("Hàng trong kho"), and "Items shipped from warehouse" ("Hàng xuất kho"). The timeline for each package includes: Arrived at Japan warehouse, In international transit, Arrived at Vietnam warehouse, Out for delivery, Completed.

11.7. Shipping Policy

The calculation of fees, collection of fees, tracking, delivery within Vietnam, and handling of issues arising during shipping are carried out in accordance with these Terms and Suzuki's Shipping Policy.

12.1. Customers cannot cancel by themselves after placing an order

After placing a purchase order, customers cannot cancel the order by themselves on the website.

12.2. Cancellation due to unsuccessful purchase

If the purchase is unsuccessful because the item is out of stock, the seller cancels or the purchase is rejected, the link is cancelled and the money is refunded to the Suzuki Balance in accordance with these Terms.

12.3. Cancellation not due to seller fault

In cases of cancellation not due to seller fault, the customer may be subject to a processing fee. The fee amount is considered on a case-by-case basis.

12.4. Won auction orders

Customers cannot cancel after winning an auction. If the customer does not pay or abandons the item after winning, the customer may be subject to a processing fee and have the auction feature restricted.

13.1. Right to refuse processing

Suzuki has the right to refuse to buy, bid on, receive, or send goods that are prohibited or restricted under Japanese law, Vietnamese law, the regulations of the marketplace and carriers, or goods that pose a high risk.

13.2. Examples of risky goods

Risky goods may include weapons and weapon-like items, and flammable or explosive goods. Batteries and liquids may be limited in shipping methods.

13.3. Checking before purchase or bidding

Some items are held for checking before purchase or bidding. If refused before purchase, the money is refunded to the Suzuki Balance.

13.4. Customer’s declaration responsibility

Customers are responsible for correctly declaring items for package forwarding and providing the necessary information for Suzuki to consider whether the goods can be received, sent, and transported.

14.1. Storage

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. Suzuki will notify customers in advance when a situation requiring handling arises.

14.2. Items not yet entered into the warehouse

For package forwarding, items are only considered received when Suzuki confirms warehouse entry. If items have not arrived at the warehouse after about 7 days, customers should check with the sender and message Suzuki.

14.3. Items refused for receipt or shipment

If items fall into a prohibited, restricted, or high-risk category, Suzuki may refuse to receive or ship them in accordance with the law, marketplace regulations, carrier regulations, or actual handling conditions.

15.1. Claim submission channels

Customers submit claims in the "Claims/Feedback" ("Khiếu nại/Góp ý") section in their account or message Suzuki via chat.

15.2. Claim groups

Claim and feedback groups include: loss or damage, delivery time, shipping fees, quotation or order creation, auctions, service attitude, feedback and other requests.

15.3. Documents that should be provided

The claim file should include the order code or package code, photos and a continuous video recorded while opening the package, photos of the packaging and labels, together with a description of the issue. Customers should report as soon as possible immediately after receiving the goods.

15.4. Responsibility by stage

• Before the goods arrive at the Japan warehouse, delivery and receipt are under the responsibility of the seller and the Japan domestic shipping carrier; Suzuki supports working with the seller or marketplace.
• From when the goods are received into the Japan warehouse until they leave the Vietnam warehouse, Suzuki considers its responsibility according to the cause and evidence.
• When the Vietnam domestic delivery carrier is holding the goods, that carrier's policy applies; Suzuki supports customers in making claims.

15.5. Compensation

The compensation amount, if any, is considered according to the cause, evidence and value of the goods.

Customers must not engage in conduct that causes violations, risks, or affects the provision of Suzuki’s services, including:

• Creating or using an account with incorrect information to avoid verification, avoid feature restriction, or seek improper gain.
• Using your own account or another account to commit fraud in payments, deposits, withdrawals, or transactions.
• Placing orders for, bidding on, or using package forwarding for prohibited items, restricted items, or high-risk items without making a proper declaration.
• Misdeclaring the item name, category, images, notes, or necessary information for package forwarding items.
• Winning an auction but failing to pay or abandoning the item.
• Placing orders and then abandoning them multiple times, failing to pay payable amounts, or allowing unpaid amounts to arise.
• Abusing the Ask the Seller, price negotiation, proxy buying, proxy bidding, or package forwarding features in a way that creates risks for Suzuki, the seller, the marketplace, or the shipping carrier.

When a violation or risk is detected, Suzuki may restrict features or accounts in accordance with these Terms.

17.1. Item information and condition

Item information is published by the seller. Suzuki does not inspect items before purchase and is not responsible for the information posted by the seller. For used items, the item condition is as described by the seller.

17.2. Delivery before items arrive at the Japan warehouse

Before items arrive at the Japan warehouse, delivery is the responsibility of the seller and the Japan domestic carrier. Suzuki supports customers in working with the seller or marketplace when there is an issue.

17.3. Shipping from the Japan warehouse until leaving the Vietnam warehouse

From the time items enter the Japan warehouse until they leave the Vietnam warehouse, Suzuki considers its responsibility according to the cause, evidence, and item value.

17.4. Vietnam domestic delivery

When the Vietnam domestic delivery unit is holding the items, that unit's policy applies. Suzuki supports customers in filing claims with the delivery unit.

17.5. Shipping time

Shipping times are estimates and are not guaranteed. Items may be delayed due to customs clearance, holidays, weather, or carriers.

17.6. Insurance and warranty

Suzuki does not provide insurance services and does not provide warranties for products listed for sale by sellers.

In the event of circumstances beyond reasonable control, including customs clearance, holidays, weather, or issues from the carrier, processing and shipping times may change.

Suzuki will continue to support customers and provide notifications when necessary information related to goods, payments, or delivery is available.

19.1. Data Suzuki collects

Suzuki collects full name, phone number, email, encrypted password, delivery address, order and transaction history, chat content and images sent by customers, bank account information when withdrawing money or when depositing money to identify the depositor, device information, and cookies.

19.2. Purposes of data use

Suzuki uses data to create accounts, perform proxy buying and delivery, process payments, deposits and withdrawals, support customers, send notifications, prevent fraud, and comply with the law. Chat messages may be processed by automated tools, including AI services from our providers, to help respond.

19.3. Data sharing

Suzuki shares the minimum necessary data with Japanese marketplaces and sellers, shipping providers in Japan and Vietnam, banks, infrastructure providers, notification providers, and AI. Suzuki does not sell personal data.

19.4. Data storage, processing, and cookies

Data may be stored and processed in Japan and in countries where providers’ servers are located. Cookies include mandatory cookies for login, language, security, and analytics or advertising cookies that can be turned off.

19.5. Customer rights

Customers have the right to view, edit, and request deletion of data by contacting [email protected]. The processing of personal data is carried out in accordance with these Terms and the Privacy Policy of Suzuki.

Suzuki may amend the Terms of Service to align with the service, marketplace rules, shipping regulations, and relevant legal regulations.

The published version of the Terms applies from the effective date stated in the document. A customer’s continued use of the service after the effective date is understood as the customer’s agreement to the Terms then in effect.

21.1. Compliance with Relevant Laws and Regulations

Customers and Suzuki comply with relevant laws, including regulations applicable in Japan and Vietnam regarding goods, payments, shipping, and personal data.

21.2. Priority on Negotiation

When a dispute arises, customers and Suzuki prioritize communication, cross-checking evidence, and negotiation through Suzuki's support channels.

21.3. Competent Authority

If the dispute cannot be resolved through negotiation, it shall be resolved by the competent authority in accordance with the law.

Customers may contact Suzuki by email at [email protected], by phone at +81 3 3667 7108, or via the website https://suzukitrade.com.

Support hours by email and phone are 10:00–18:00 Japan time, Monday to Friday, excluding Japanese holidays. Chat support is available from 9:00 to 20:00 Vietnam time, directly on the website and app.