Last Updated: May 9, 2026
Orders & Account
Q: How do I place an order?
A: Browse our site, add items to cart, and checkout. Provide shipping address, billing info, and choose Visa, MasterCard, or PayPal. You will receive an order confirmation email.
Q: Can I cancel or change my order after it has been placed?
A: No. Once placed, orders cannot be canceled or modified. If you no longer want the items, please follow our return process after receiving them. We cannot redirect a package after shipment.
Q: Is there a limit on how many items I can buy?
A: Orders are limited to four (4) units of any single item. Exceeding this may lead to cancellation. Contact us at info@hourglasscosmetics.cfd for questions.
Q: Do I need an account to place an order?
A: No, you can checkout as a guest. Creating an account is optional.
Shipping
Q: Where do you ship?
A: United States (all 50 states) and Canada (all provinces, excluding remote territories). No hotels, PO boxes, APO/FPO, or freight forwarders.
Q: How much does shipping cost?
A: Free for all orders – no minimum, no hidden fees.
Q: How long does processing and delivery take?
A: Processing: 1–2 business days. Delivery: US 3–6 business days, Canada 4–8 business days after shipment. Estimates only.
Q: How will I know my order has shipped?
A: You will receive a shipment confirmation email with a tracking number.
Q: Are there extra costs for Canadian orders?
A: Yes. Canadian customers are responsible for all import duties, GST/HST/PST, and brokerage fees. These are not included in our prices or shipping.
Q: What if my package is lost or delayed?
A: Contact us if no tracking movement for 7 business days (US) or 10 business days (Canada). We will investigate but are not liable for carrier/customs delays.
Q: What if I provide the wrong shipping address?
A: If the package is returned to us, we will contact you to arrange reshipment. Additional shipping charges may apply.
Returns & Refunds
Q: What is your return policy?
A: 30 calendar days from delivery, items unused, original packaging, proof of purchase. Free return shipping with our prepaid label. No restocking fee.
Q: How do I start a return?
A: Email info@hourglasscosmetics.cfd with order number and item(s). You will receive a return authorization and prepaid label within 1 business day.
Q: Where do I send my return?
A: Use the prepaid label. The return address is: Hourglass Cosmetics – Returns, 109 Bond Ave, Petaluma, CA 94954, USA. Do not send without authorization.
Q: How long does a refund take?
A: Processing: 1–2 business days after we receive the return. Credit card refunds: 7–10 business days to appear. PayPal refunds: 3–5 business days.
Q: Can I exchange an item?
A: No. Return the original item for a refund and place a new order.
Q: What if I receive a damaged or incorrect item?
A: Contact us within 7 days of delivery with photos. We will replace or refund, and cover return shipping.
Q: Do you charge a restocking fee?
A: No.
Q: Can I return without your prepaid label?
A: No. Returns sent via other methods may not be refunded.
Q: What if I bought from another store?
A: Return to the original seller. We cannot process those returns.
Q: Do you ever refuse returns?
A: Yes, for suspected fraud, excessive frequency, or abuse of policy.
Payments
Q: What payment methods do you accept?
A: Visa, MasterCard, PayPal. No cash, checks, COD, crypto, Amex, Discover, gift cards.
Q: When is my card charged?
A: At the time you place the order (not upon shipment). Authorization holds may apply.
Q: Is my payment information secure?
A: Yes. SSL encryption, no storage of full card numbers on our servers.
Q: What currency are your prices?
A: USD. Your bank may charge conversion fees.
Q: Do you charge sales tax?
A: US orders: where required (e.g., California). Canadian orders: we do not collect GST/HST/PST – you are responsible.
Privacy & Security
Q: Do you sell my personal information?
A: No.
Q: What information do you collect?
A: Name, address, email, phone, order details, payment info (processed by third parties), IP, browser, cookies. See Privacy Policy.
Q: How can I delete my personal data?
A: Email info@hourglasscosmetics.cfd with “PRIVACY” in subject line.
Contact & Support
Q: How can I contact customer service?
A: Email info@hourglasscosmetics.cfd (preferred, response 1–2 business days), phone +1 (707) 540-4702 (Mon–Fri 9am–6pm PT), or mail to 109 Bond Ave, Petaluma, CA 94954 (correspondence only).
Q: Do you have a physical store?
A: No, we operate exclusively online. No in‑person returns.
Q: What are your customer service hours?
A: Monday–Friday, 9am–6pm PT. Closed weekends/holidays.
Q: How quickly do you respond to emails?
A: Typically 1–2 business days.
Technical & Website
Q: Is your website secure?
A: Yes, SSL encryption throughout.
Q: Does your website use cookies?
A: Yes – essential, preference, analytics, marketing (with consent). Disabling may break some features.
Q: I am having trouble placing an order. What should I do?
A: Clear cache, try another browser, disable ad‑blockers. If persists, email info@hourglasscosmetics.cfd with screenshots.