Contact Us
Last Updated: May 9, 2026
Customer Service Hours
Monday – Friday, 9:00 AM – 6:00 PM (Pacific Time)
Saturday – Sunday: Closed (voicemail/email answered next business day)
Contact Methods
Method | Details |
info@hourglasscosmetics.cfd (best for returns, order questions) – please include your order number. | |
Phone | +1 (707) 540-4702 (available during business hours; leave a voicemail with name, order number, and message) |
Mail (correspondence only) | 109 Bond Ave, Petaluma, CA 94954, United States |
Do not send returns to this address without a return authorization. Use the return address provided in our Return Policy.
What to Include in Your Email
- Full name
- Order number (if applicable)
- Clear description of your issue
- Photos (for damaged/incorrect items)
Response Times
- Emails: 1–2 business days
- Voicemails: returned within 1 business day
- Phone calls during hours: answered immediately if an agent is available
For Specific Issues
Issue | Best Method |
Return request | Email with “RETURN” in subject line |
Damaged/incorrect item | Email with photos |
Order status / tracking | Email or phone |
Payment / refund timing | Email or phone |
Privacy request | Email with “PRIVACY” in subject line |
Business Verification
Our physical business address is 109 Bond Ave, Petaluma, CA 94954, USA.
We are a registered business in the State of California.
This address, along with our phone number and domain email, appears consistently across all policy pages, our website footer, and our Google Merchant Center account.