FAQs
Frequently Asked Questions (FAQs)
About Benzoinum
1. What is Benzoinum?
Benzoinum is an online beauty store offering a curated selection of makeup, skincare, and beauty essentials designed to make everyday routines simpler and more enjoyable.
From complexion products and eye makeup to lip care and targeted skincare, we focus on practical beauty products that combine easy application, thoughtful design, and everyday usability.
Our philosophy is simple: beauty should feel effortless, not complicated.
2. What does Benzoinum stand for?
Benzoinum is built around a simple approach to modern beauty: fewer unnecessary steps, useful products, and more freedom to create a routine that works for you.
We believe beauty should enhance your everyday life rather than add more complexity to it.
That means selecting products that are easy to understand, enjoyable to use, and practical enough to become part of your regular routine.
3. Where is Benzoinum based?
Benzoinum operates from:
🏢 Company
Ocean Import INC
📍 Address
CHENGYING CAO
Our customer service and business operations are managed from this location, while orders may be fulfilled through different logistics and fulfillment partners.
Account & Orders
4. Do I need an account to place an order?
No. You can complete your purchase as a guest without creating an account.
If account functionality is available, creating an account may make future shopping more convenient by allowing you to:
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Check out faster
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View previous orders
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Manage your saved information
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Track eligible orders
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Access available customer account features
You can always shop Benzoinum without turning checkout into an administrative project.
5. How do I create or manage my account?
If customer accounts are enabled on Benzoinum.com, you can create an account through the account section of our website or during the shopping process.
Once logged in, available account features may allow you to review orders and manage your customer information.
If you experience difficulty accessing your account, contact us at support@benzoinum.com.
6. Can I modify or cancel my order after placing it?
We begin preparing orders quickly to help avoid unnecessary shipping delays.
If you need to correct your shipping information, modify your order, or request cancellation, contact:
Please contact us within 12 hours of placing your order and include your order number.
Once an order has entered the processing or fulfillment stage, we may no longer be able to modify or cancel it.
Please see our Shipping Policy for additional information.
Payment & Pricing
7. What payment methods do you accept?
Benzoinum accepts the payment methods displayed as available during checkout.
Depending on your location and device, these may include:
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Major credit cards
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Major debit cards
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Supported digital wallets
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Other payment options made available through our checkout provider
Available methods may vary by country or region.
8. Is my payment information secure?
We use secure checkout technology and trusted payment providers to process transactions.
Benzoinum does not normally receive or store your complete payment card details directly.
Payment information is transmitted through secure, encrypted payment systems designed to protect your financial information.
9. Why is my transaction in USD? Could my bank charge additional fees?
Our store prices may be displayed and processed in U.S. Dollars (USD).
If your payment account uses another currency, your card provider or bank may automatically convert the transaction into your local currency.
Your financial institution may apply:
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Currency conversion charges
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International transaction fees
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Other bank-specific charges
These charges are determined by your bank or payment provider and are not controlled by Benzoinum.
10. Are taxes and customs duties included in the price?
Applicable sales tax, VAT, GST, or similar taxes may be calculated at checkout depending on your destination and applicable regulations.
For some international shipments, customs duties, import taxes, brokerage fees, or clearance charges may not be included in your purchase price.
Where applicable, these charges are determined by your local customs authority and may be the responsibility of the recipient.
Please review our Shipping Policy for additional information about international shipments.
Shipping & Delivery
11. Where do Benzoinum orders ship from?
Benzoinum works with different fulfillment centers, manufacturing partners, and logistics providers.
As a result, your order may ship from different locations depending on:
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The product ordered
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Inventory availability
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Your delivery destination
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The fulfillment route available at the time of purchase
This model helps us efficiently offer a wider selection of beauty products to customers in different regions.
12. What are your shipping costs and delivery times?
Shipping Fee:
A flat shipping rate of $5.99 applies to orders.
Processing Time:
Orders generally require 2–4 business days for preparation before shipment.
During major promotions, holidays, or unusually busy periods, processing may take up to 5 business days.
Estimated transit times after shipment are:
| Region | Estimated Delivery Window |
|---|---|
| United States | 10–15 Business Days |
| Canada / UK / Australia | 11–16 Business Days |
| Europe | 12–18 Business Days |
| Asia | 7–14 Business Days |
| Rest of World | 15–20 Business Days |
Delivery estimates are not guaranteed and may be affected by customs, carrier delays, weather, or local delivery conditions.
13. How do I track my order?
When your order ships, you should receive a shipping confirmation email containing your tracking information.
Tracking systems may require 1–3 business days after shipment to begin displaying activity.
If you have received your tracking number but do not immediately see an update, please allow additional time for the carrier system to refresh.
14. Can I change my shipping address after ordering?
Contact us as soon as possible at:
Include your order number and the correct shipping address.
We can only change shipping information if your order has not already entered the fulfillment or shipping process.
For this reason, we strongly recommend checking your:
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Full name
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Street address
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Apartment or unit number
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City
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State or province
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Postal code
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Country
before completing checkout.
A missing apartment number has an impressive ability to turn a simple mascara delivery into an international logistics mystery.
15. My order hasn't arrived within the estimated delivery period. What should I do?
First, check the tracking information included in your shipping confirmation.
Occasional delays may occur because of:
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Customs processing
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Carrier congestion
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Weather
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Seasonal shipping volume
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Local delivery conditions
If your tracking has shown no meaningful movement for more than 10 business days, contact us at support@benzoinum.com with your order number and tracking information.
Our customer care team will review the available shipment information and assist you.
Returns, Refunds & Exchanges
16. What is your return policy?
Eligible products may be returned within 30 days of delivery.
To qualify for a standard return, products should generally be:
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Unused
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Unopened where required for hygiene reasons
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In their original condition
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In their original packaging
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Accompanied by applicable accessories or components
For hygiene and safety reasons, certain opened or used cosmetics, skincare products, and personal-care products may not be eligible for return unless they arrived damaged, defective, or incorrect.
Please review our Return & Refund Policy for complete eligibility requirements before returning an item.
17. How do I start a return?
Contact:
within the applicable return period.
Please include:
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Your order number
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The product you wish to return
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Your reason for return
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Photos if the product is damaged, defective, or incorrect
If your return is approved, our customer care team will provide the appropriate return instructions.
Please do not send products back without receiving return instructions first.
Once an eligible return is received and inspected, we will process the applicable refund.
18. Do you offer exchanges?
We generally do not process direct product exchanges.
If you want another product or variation, the simplest process is usually to return the eligible original item for a refund and place a new order.
This avoids additional delays caused by reserving replacement inventory while the original product travels back through the postal system.
19. How long do refunds take?
After an approved return has been received and inspected, eligible refunds are generally processed within 5–10 business days.
Refunds are issued to the original payment method.
After we process the refund, your bank or payment provider may require an additional 3–10 business days to display the funds in your account.
Processing times vary between financial institutions.
Products & Quality
20. How does Benzoinum select its beauty products?
We focus on products designed to fit naturally into everyday beauty routines.
When building our collection, we consider factors such as:
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Functionality
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Ease of application
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Product design
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Everyday practicality
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Beauty routine compatibility
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Overall customer experience
Our goal is not to fill Benzoinum.com with endless variations of essentially the same product.
We would rather maintain a more focused collection of beauty products that each serve a clear purpose.
21. What if I receive a damaged, defective, or incorrect product?
Please inspect your order shortly after delivery.
If your product arrives:
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Damaged
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Defective
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Leaking
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Broken
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Incorrect
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Significantly different from what you ordered
contact support@benzoinum.com within 72 hours of delivery.
Please include:
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Your order number
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Clear photos of the product
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Photos of the packaging
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A short description of the problem
Depending on the circumstances and eligibility, we may offer an appropriate solution such as a replacement or refund.
22. Can opened or used beauty products be returned?
Because cosmetics, skincare, and personal-care items can involve hygiene and safety considerations, opened or used products may not be eligible for standard returns.
Exceptions may apply when a product:
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Arrives damaged
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Is defective
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Leaks during transportation
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Is incorrect
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Has another verified fulfillment issue
If you experience a problem with a product, contact us before disposing of the product or packaging.
Please see our Return & Refund Policy for complete details.
Contact & Support
23. How can I contact Benzoinum customer service?
The easiest way to reach our customer care team is by email:
For order-related questions, please include your order number so we can locate the relevant information more quickly.
We aim to respond to customer inquiries within one business day whenever reasonably possible.
24. What are your customer service hours?
Our customer service hours are:
Monday–Friday: 9:00 AM – 6:00 PM CST
Saturday: 10:00 AM – 4:00 PM CST
Sunday & Public Holidays: Closed
Messages received outside business hours will be reviewed during the next available business period.
25. Can I visit a physical Benzoinum store?
Benzoinum primarily operates as an online retailer, and our listed business address should not be assumed to operate as a walk-in retail showroom unless specifically stated otherwise on our website.
Shopping online allows us to maintain a broader beauty selection and serve customers across multiple regions.
Still Have Questions?
We’re here to help.
If you couldn't find the information you need above, contact our customer care team directly.
📧 Email:
support@benzoinum.com
🏢 Company
Ocean Import INC
📍 Address
CHENGYING CAO
🕒 Customer Service Hours:
Monday–Friday: 9:00 AM – 6:00 PM CST
Saturday: 10:00 AM – 4:00 PM CST
Sunday & Public Holidays: Closed
Thank you for choosing Benzoinum.
We're committed to making your experience simple and enjoyable, from discovering your next beauty essential to receiving it at your door.
Benzoinum.com
Beauty made a little more effortless.