Support
How to reach us.
Whether you are a client, a candidate, or a partner with a question about an invoice, a search, or your data, this is the place. You will hear back from a person within one business day.
Billing and payments
Invoices for search engagements are issued by Hourglass Services LLC and processed securely through Stripe. Card statements will show HOURGLASS LLC. If you have a question about an invoice, a charge you do not recognize, or need a receipt or W-9, email us with the invoice number or the date and amount of the charge and we will resolve it promptly. We do not store card details ourselves; payment information is handled entirely by Stripe.
Clients
For anything related to an active search, including candidate feedback, scheduling, or changes to the role, reply directly to your engagement thread or email us. Questions about engagement terms, fees, or guarantees are governed by your signed agreement; if you need a copy, ask and we will send it.
Candidates
If you have been in touch with us about a role and want an update, want to withdraw from a process, or want us to stop contacting you, email us and we will do it the same day. To request a copy of the information we hold about you or to have it deleted, see our Privacy Policy and email the address above.
Send a message
Or use this form and it lands in the same inbox.
Mailing address
Hourglass Services LLC is based in New York, New York. A mailing address is available on request for legal or billing correspondence.