Question 1

Who is Suzuki and what does it sell?

Accepted Answer

Suzuki is a brand of SUZUKI & CO., LTD. (株式会社鈴木商会), a Japanese company established in 1982, holding a Secondhand Dealer License (古物商許可証) issued by the Tokyo Metropolitan Public Safety Commission. We purchase pre-owned goods in Japan, directly own them, inspect them, evaluate their condition, store them at the Suzuki Warehouse, and resell them to Customers in Japan and around the world. For every Product on the website, Suzuki is the seller.

Question 2

Does Suzuki provide proxy purchasing or proxy shipping from Japan?

Accepted Answer

No. Suzuki does not provide proxy purchasing, place orders on behalf of Customers from e-commerce marketplaces or third-party sellers, provide shipping, consolidation or forwarding services for goods not sold by Suzuki, or operate a marketplace for other sellers. Packages not belonging to Suzuki Orders that are sent to the Suzuki Warehouse will not be accepted.

Question 3

Are Suzuki's goods new or pre-owned?

Accepted Answer

All Products are pre-owned goods, unless the Product page clearly states otherwise. Pre-owned goods may have signs of use, wear, scratches, stains, odors or missing accessories exactly as set out in the Stated Condition; these signs are not deemed Product defects.

Question 4

Where are goods shipped from?

Accepted Answer

All Orders are packed and shipped from the Suzuki Warehouse in Satte, Saitama Prefecture, Japan. The company's head office is located in Nihonbashi, Chuo-ku, Tokyo.

Question 5

What role does AI play in how Suzuki operates?

Accepted Answer

Suzuki combines AI, human experience and a warehouse system in Japan. AI supports analysis and selection of Products, evaluation of condition and value, inventory management, market demand analysis and sales price optimization. Humans still conduct physical inspections and make final decisions.

Question 6

What do the S, A, B, C, J condition grades mean?

Accepted Answer

S – Like New: unused or almost unused. A – Very Good: very light signs of use, operates normally. B – Good: visible signs of use but operates normally. C – Heavily Used: clear wear, may be missing accessories, specifically stated in the description. J – Sold As-Is: defective or functions have not been verified, sold without any guarantee of operation and not eligible for return due to defects.

Question 7

Are the photos on the Product page photos of the exact item I will receive?

Accepted Answer

Yes. Each Product is inspected, assigned its own item management code, and photographed; the photos show that exact item. The disclosed information applies only to the Product bearing that code. Actual colors may differ slightly due to shooting conditions and screens; if the photos and the written description conflict, the written description takes precedence.

Question 8

Why is there only one unit of each Product?

Accepted Answer

Pre-owned goods are one-of-a-kind items: two items of the same brand and same model may differ in condition, accessories and price. Therefore, each Product code has exactly one unit, and it is held for the Customer only from the time payment is recorded.

Question 9

Do Products come with a warranty?

Accepted Answer

Pre-owned goods do not come with a manufacturer's warranty, unless the Product page clearly states the remaining warranty period and accompanying documents. Suzuki is responsible for ensuring that the Product matches the Stated Condition in accordance with the Return and Refund Policy.

Question 10

Are the goods authentic?

Accepted Answer

Suzuki checks the authenticity of branded Products within the scope of its capabilities and internal inspection standards. If a Product is determined to be counterfeit, the Customer will receive a full refund.

Question 11

Can I ask Suzuki to help find an item I need?

Accepted Answer

Yes. The website has a request submission feature and a chat assistant: you describe the type of Product, budget, acceptable condition grade, delivery destination and quantity; the system records the request and suggests suitable Products currently in stock. Staff participate only when human assessment is needed.

Question 12

When is my Order established?

Accepted Answer

Submitting an Order is an offer to purchase. The sales contract is established only when Suzuki records successful payment and sends the Order Confirmation; from that point, the Product is held for you.

Question 13

What happens if two people order the same Product?

Accepted Answer

The Product is allocated to the Customer whose payment is recorded first. The other Customer's payment will be refunded in full.

Question 14

What payment methods does Suzuki accept?

Accepted Answer

Credit or debit cards (Visa, Mastercard, JCB, American Express) through the Stripe payment gateway, bank transfer in Japan, and Suzuki Balance. Available methods may differ by country.

Question 15

How long is the Product held when paying by bank transfer?

Accepted Answer

For bank transfers, the Product is held for 3 days from the time the Order is placed. If funds are not received after that period, the Order is cancelled and the Product is listed for sale again.

Question 16

What currency are listed prices in, and do they include tax?

Accepted Answer

Listed prices are in Japanese yen (JPY); converted prices in other currencies are for reference only, unless the website clearly states that they are the amount charged. Orders delivered within Japan include Japanese consumption tax; Orders delivered overseas are exported exempt from Japanese consumption tax, so the displayed price does not include this tax.

Question 17

If I pay in a currency other than Japanese yen, how is the exchange rate calculated?

Accepted Answer

The amount charged is based on the exchange rate displayed at the time you confirm the Order. This exchange rate may include conversion costs and may differ from bank exchange rates. The card-issuing bank may charge additional international transaction fees beyond Suzuki's control.

Question 18

What is Suzuki Balance and can it be withdrawn?

Accepted Answer

Suzuki Balance is internal credit on your account, arising from funds you top up, refunds or valid adjustments, used for payment on the website. The Balance is not a bank account or electronic wallet, does not accrue interest, is non-transferable and is not deleted due to inactivity. You may request withdrawal of unused topped-up funds according to the withdrawal procedure on the website.

Question 19

Can I offer a price lower than the listed price?

Accepted Answer

For some Products, the website allows you to submit a price offer. A price offer does not reserve the item; Suzuki may accept, reject, or make a counteroffer at a different price. If accepted, you must pay within the notified period, otherwise the offer expires.

Question 20

Does Suzuki store my card number?

Accepted Answer

No. Suzuki does not store full card numbers or security codes; card processing is performed by a PCI DSS-compliant payment partner. Suzuki stores only the method type, the last four digits of the card and the cardholder name.

Question 21

Where does Suzuki ship to?

Accepted Answer

Within Japan through Yamato Transport and Japan Post; internationally through FedEx and Japan Post (EMS, air parcel, surface mail) to the countries and territories listed at the address selection step. Not every method is available for every country or every Product.

Question 22

How long will it take to receive my goods?

Accepted Answer

The Suzuki Warehouse processes Orders within 1–3 business days from the time payment is recorded. From handover to the carrier: within Japan 1–3 days; FedEx 2–5 business days; EMS 3–10 business days; air parcel 7–20 days; surface mail 1–3 months. These are carrier estimates, do not include customs clearance time, and may be longer during Japanese holidays.

Question 23

How are shipping fees calculated?

Accepted Answer

Based on size, weight (for international shipments, the greater of actual weight or volumetric weight), delivery destination and shipping method, fully displayed before you submit the Order. Products in the same Order are packed together when size permits; Suzuki does not combine separately confirmed Orders.

Question 24

Do I have to pay import duties?

Accepted Answer

Yes. Orders delivered outside Japan are exported on the condition that the recipient bears import duties. Import duties, value-added tax, customs clearance fees and carrier handling fees in the destination country are paid directly by you and are not included in the amount paid to Suzuki. Suzuki makes truthful customs declarations based on the actual sale price and does not under-declare value or mark items as 'gifts' on request.

Question 25

How can I track my Order?

Accepted Answer

The tracking number is updated in your account and sent by email when the package is handed over to the carrier. Information may be updated a few days late during the customs clearance stage. If the tracking number is not updated for more than 10 days for an international Order, please contact us so that Suzuki can check with the carrier.

Question 26

Can I change the delivery address after ordering?

Accepted Answer

Yes, if the package has not yet been handed over to the carrier; shipping fees may be recalculated if the new address is in a different area. After handover, the address cannot be changed. Costs arising from an incorrect or incomplete address are borne by the Customer.

Question 27

Are there any Products that cannot be shipped overseas?

Accepted Answer

Yes. Examples include Products with lithium batteries, which can be sent only by shipping methods that can carry lithium batteries; aerosols, flammable liquids, perfume; Products with animal-derived parts covered by the CITES convention; antiques requiring export permits; knives or swords restricted in the destination country; and oversized goods. If it is discovered that delivery to your address is not possible, Suzuki will notify you and refund the full amount for that Product.

Question 28

How is a package returned to Japan handled?

Accepted Answer

When the package arrives back at the Suzuki Warehouse, Suzuki will notify you and propose two options: reshipment (you pay the reshipping fee and any costs incurred) or cancellation of the Order and refund (refund of the Product price after deducting the initial shipping fee, return shipping fee and fees charged by the carrier). If there is no response within 30 days, the Order will be handled by cancellation and refund.

Question 29

Can I cancel my Order?

Accepted Answer

You may cancel free of charge while the Order is still in 'Preparing' status, meaning it has not yet been handed over to the carrier; the money will be refunded in full. After handover, the Order cannot be cancelled; you may receive the goods and then request a return if the case is accepted, or refuse delivery and have it handled as a failed delivery.

Question 30

If I change my mind or bought the wrong item, can I return it?

Accepted Answer

No. Because Products are one-of-a-kind items with a disclosed Stated Condition, Suzuki does not accept returns due to change of mind, mistaken purchase, wrong size, unsuitable preference or finding a lower price. Online purchases are also not subject to a cancellation right during a cooling-off period under the Act on Specified Commercial Transactions (特定商取引法).

Question 31

In what cases are returns and refunds accepted?

Accepted Answer

When the Product received differs significantly from the Stated Condition; does not operate even though it was stated to operate (excluding grade J); the wrong Product is delivered; damage occurs during shipping; the item is counterfeit; or the package is lost. Depending on the case, Suzuki will propose a partial refund while you keep the Product, return of the goods for a full refund, exchange for an equivalent Product, or refund without needing to return the goods.

Question 32

How long do I have to submit a return request?

Accepted Answer

Within 7 days from the date the carrier records successful delivery, through your account or by email with the order number, description of the issue, full and close-up images or videos of the Product, and photos of the packaging and shipping label. Suzuki will respond within 3 business days from receipt of the complete file.

Question 33

What should I do if the goods are damaged during shipping?

Accepted Answer

Take photos of the package and Product as soon as you discover the damage, keep the packaging intact, and notify Suzuki preferably within 3 days so that Suzuki can file a claim with the carrier on your behalf. Return shipping costs in this case are borne by Suzuki.

Question 34

Where is the money refunded and how long does it take?

Accepted Answer

Refunds are made to the same method used for payment: to the same card used (usually 5–15 business days for the money to reach the card), to the account in the name of the person who made the bank transfer (intermediary bank fees, if any, will be deducted from the refund, unless the fault lies with Suzuki), or to Suzuki Balance immediately upon confirmation. Suzuki executes the refund instruction within 5 business days from confirming the refund or receiving the returned goods. The refund is in the same currency and amount charged; exchange rate differences are not compensated.

Question 35

Will the import duties I paid be refunded?

Accepted Answer

No, because Suzuki does not collect these amounts. You may apply for a tax refund yourself with the customs authority in your country if the regulations allow it.

Question 36

Should I request a chargeback from my bank?

Accepted Answer

Please contact Suzuki first; most issues are resolved more quickly through support channels. For a chargeback without prior contact or for an Order delivered in accordance with the Stated Condition, Suzuki will provide evidence to the payment partner and has the right to suspend the account for an unfounded chargeback.

Question 37

How old do I need to be to make a purchase?

Accepted Answer

You must be at least 18 years old or of the age of majority under the law of your place of residence. Minors may use the service only with the consent and supervision of a parent or guardian.

Question 38

Why may Suzuki ask me to verify my identity?

Accepted Answer

In some cases, to ensure transaction safety, prevent fraud, comply with law or meet the requirements of payment partners, Suzuki may request identification documents or confirmation of payment method. Verification documents are deleted after completion, unless the law requires retention.

Question 39

What does Suzuki use my personal information for?

Accepted Answer

To create and manage accounts, process Orders and shipping, make customs declarations, provide support and process returns, send Order notifications, prevent fraud and comply with law. Marketing information is sent only when you consent and can be cancelled at any time. Suzuki does not sell personal information. Details are in the Privacy Policy.

Question 40

How can I delete my account?

Accepted Answer

You may request account deletion according to the instructions on the Account Deletion page on the website or by support email. Deletion does not remove outstanding payment obligations and does not affect Orders being processed; transaction records are retained in accordance with Japanese accounting and tax regulations.

Question 41

What cookies does the website use and can I turn them off?

Accepted Answer

Strictly necessary cookies (login, cart, language, currency, session security) cannot be turned off. Analytics cookies (Google Analytics) and advertising cookies (Meta Pixel) can be turned off in the cookie selection panel when you first access the website, in the cookie settings at the bottom of the page, or through your browser.

Question 42

How can I contact Suzuki?

Accepted Answer

Email info@szk1982.com or telephone +81 3 3667 7108, available 10:00–18:00 JST, Monday to Friday, excluding Japanese public holidays. For Order-related requests, please include the order number in the subject line.

Question 43

Which version takes precedence if the terms differ between languages?

Accepted Answer

The terms and policies are published in multiple languages; if there is any difference, the Japanese version takes precedence. Disputes are resolved under Japanese law, with priority given to negotiation through support channels before bringing the matter to the Tokyo District Court (東京地方裁判所).

Frequently Asked Questions

About Suzuki

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