Privacy Policy

Privacy Policy

Privacy Policy

Last updated: 25 August 2026

This Privacy Policy explains how Tonal Trails ("we", "our", or "us") collects, uses, and protects your personal information when you visit or make a purchase from tonaltrails.shop. We respect your privacy and are committed to handling your data transparently and securely.

Who We Are

Tonal Trails is an independent specialist retailer for headphones and personal audio equipment, offering a focused selection of products from Sony, Koss, Beats, and Grado. Our online storefront is owned and operated by Trailhead Audio Group LLC, a privately held Texas limited liability company. Trailhead Audio Group LLC is the legal entity behind all customer agreements, purchases, and policies, and is solely responsible for the processing of personal data collected through this store. We are an independent retailer and are not an official Sony, Koss, Beats, or Grado store, nor do we claim to be.

Our business address is: Tonal Trails, 2147 Birchwood Lane, Austin, TX 78741, United States.

Information We Collect

We collect information you provide directly, information collected automatically when you browse our store, and information related to your transactions and support interactions.

Information You Provide to Us

When you place an order, create an account, sign up for our newsletter, or contact customer support, you may provide us with the following categories of information:

• Contact details, such as your full name, email address, shipping address, and phone number.
• Payment information, such as credit card details or PayPal account information. Payment details are processed by our secure payment providers and are not stored on our servers.
• Order information, including the products you purchase, order history, and any preferences or requests you submit.
• Communications, including any emails, messages, or other correspondence you send to our support team, including order numbers and descriptions of issues.

Information Collected Automatically

When you visit tonaltrails.shop, we automatically collect certain information about your device and browsing activity, including:

• Your IP address, browser type, and operating system.
• Pages you visit, products you view, and the dates and times of your visits.
• Referring URLs and how you found our site.
• Cookies and similar tracking technologies, as described in the Cookies section below.

Transaction and Support Records

We maintain records of your purchases, including the items ordered, order totals, shipping details, and any warranty or return requests you make. We also keep records of your interactions with our customer support team to ensure service quality and to resolve any issues that arise.

How We Use Your Information

We use the information we collect for the following purposes:

• To process and fulfil your orders, including payment processing, shipping, and delivery confirmation.
• To provide customer support and respond to your enquiries, including resolving issues with orders, returns, or warranty claims.
• To manage promotions, such as the TRAILS10 coupon code, which provides 10% off eligible items at checkout.
• To improve our store, products, and customer experience by analysing browsing patterns and purchase history.
• To send you order updates, shipping notifications, and responses to your requests.
• To detect, prevent, and address fraud, security issues, or violations of our terms.
• To comply with legal obligations, including tax, accounting, and consumer protection requirements.

Sharing Your Information with Service Providers

We share your personal information with trusted service providers who assist us in operating our store and serving you. These providers are authorised to use your data only as necessary to provide their services to us. Categories of service providers include:

• Payment processing companies that securely handle credit card and PayPal transactions.
• Shipping and fulfilment partners who deliver your orders to your address.
• IT and hosting providers who maintain our website and data storage systems.
• Marketing and analytics providers who help us understand customer behaviour, if you have consented to such processing where required.

We do not sell or rent your personal information to third parties. We may also disclose your information when required by law, regulation, or legal process, or to protect our rights, property, or safety, or the rights, property, and safety of our customers or others.

Payment Processing

We accept credit cards and PayPal as payment methods for all orders. When you make a payment, your payment details are transmitted directly to our payment processor using industry-standard encryption. We do not store full credit card numbers, CVV codes, or bank account details on our own systems. Our payment processors have their own privacy policies governing the use of your payment data, and we encourage you to review them.

Cookies and Similar Technologies

Our store uses cookies and similar technologies, such as pixels and local storage, to enhance your browsing experience and understand how our site is used. Specifically, we use these technologies to:

• Remember items in your shopping cart and your preferences during your visit.
• Recognise you when you return to our site and keep you signed in where applicable.
• Analyse traffic patterns and page views so we can improve our layout and product presentation.
• Support our security measures and prevent fraudulent activity.

You can set your browser to refuse cookies or to alert you when cookies are being sent. Please note that disabling cookies may affect the functionality of our store, such as the ability to complete a purchase or use certain features. We do not currently use cookies to deliver targeted advertising based on your browsing across other websites.

Data Security

We take reasonable and appropriate measures to protect your personal information from unauthorised access, alteration, disclosure, or destruction. These measures include encryption of data transmitted between your browser and our servers using SSL/TLS technology, restricted access to personal data within our organisation, and routine reviews of our security practices. However, no method of transmission over the Internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. Specifically:

• Order records are kept for at least the period required by tax and accounting regulations, and for the duration of any applicable warranty, which may vary by brand and product.
• Customer support correspondence is retained for a reasonable period after resolution to ensure continuity and quality of service.
• Automatically collected browsing data is retained in aggregated or anonymised form where practical, and in identifiable form only for the period needed for analysis and security monitoring.

When personal information is no longer needed, we delete or anonymise it in a secure manner.

Your Choices and Rights

You have control over the personal information you share with us and the communications you receive. You have the right to:

• Access and review the personal information we hold about you.
• Request corrections to inaccurate or incomplete data.
• Request deletion of your personal information, subject to legal and contractual retention obligations.
• Object to or restrict certain processing activities where applicable under law.
• Data portability in certain circumstances, allowing you to receive your data in a structured, machine-readable format.
• Withdraw consent at any time for processing that relies on your consent, such as marketing communications.

If you wish to exercise any of these rights, please contact us using the details in the Legal and Privacy Contact section below. We will verify your identity and respond to your request within the timeframe required by applicable law.

Minors

Our store is intended for adults who are at least 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected personal data from a minor without verifiable parental consent, we will take steps to delete that information promptly. If you believe that a child has provided us with personal information, please contact our privacy team so we can investigate and address the matter.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the "Last updated" date at the top of this policy and, where appropriate, notify you by email or by placing a prominent notice on our website. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

Shipping, Returns, and Warranty in Brief

For your convenience, we summarise our key fulfilment policies here. Our full shipping and returns terms are available throughout our checkout process and on product pages.

• Shipping: Standard shipping is $8.00, and shipping is free on all orders over $45.00.
• Returns: We accept returns within 30 days of delivery.
• Warranty: Warranty terms vary by brand and product; specific warranty information is provided on each product page.

Legal and Privacy Contact

If you have any questions, concerns, or requests regarding this Privacy Policy, your personal data, or our privacy practices, you can reach our dedicated legal and privacy team as follows:

• Email: legal@tonaltrails.shop
• Customer Support (general enquiries): support@tonaltrails.shop
• Mailing Address: Tonal Trails, 2147 Birchwood Lane, Austin, TX 78741, United States

Our legal and privacy team responds within two business days of receiving your request. During any enquiry you make, you may be asked to provide:

• Your full name and contact information for identity verification where required.
• Your order number or the email address used at checkout.
• A clear description of the issue or the desired outcome (e.g., request data deletion, correct information, or address a legal notice).
• Any prior reference or case number from customer support.

For general order and support enquiries outside the legal team, our customer support service window is Monday through Friday, 9:00 AM to 6:00 PM Central Time. Most weekday requests receive a first response within a few hours, and all emails are answered within one business day. Emails received outside the service window are queued and answered on the next business day. For urgent carrier damage or delivery issues that arise after hours, you can report the issue to the carrier, and our shipping support team will follow up when the service window opens.

We appreciate your trust in Tonal Trails and are committed to protecting your privacy while providing you with a clear and satisfying shopping experience.