Shipping Policy

Shipping Policy

Last updated: August 25, 2026

Shipping Policy

At Tonal Trails, we aim to get your headphones and personal audio gear to you quickly and safely. This policy explains how we handle shipping, from placing your order to delivery at your door.

Shipping Rates & Delivery Times

We offer the following shipping options for all orders placed on tonaltrails.shop:

• Standard Shipping: A flat rate of $8.00 per order.
• Free Shipping: Automatically applied to all orders with a subtotal of $45.00 or more before taxes and after any applicable discounts or coupons.

All orders are processed and shipped from our facility in Austin, Texas. Standard delivery typically takes 3–7 business days after your order leaves our warehouse, depending on your location. We currently ship to addresses within the United States only.

Order Processing

Orders are processed Monday through Friday, excluding major holidays. Please allow up to 1–2 business days for your order to be packed and handed to the carrier. You will receive a shipping confirmation email with tracking information as soon as your order is on its way.

We encourage you to double-check your shipping address at checkout. Tonal Trails is not responsible for delays or non-delivery caused by an incorrect or incomplete address provided by the customer. If you notice an error in your shipping address immediately after placing an order, please contact our support team right away, and we will do our best to correct it before the package leaves our facility.

Tracking Your Order

Once your order ships, you will receive a tracking number by email. You can use this number to follow your package's journey through the carrier's system. Please note that tracking information may take up to 24 hours after shipment to appear in the carrier's database.

Split Shipments

If your order contains multiple items, they may be shipped separately if they are stored in different locations or require different carriers. This may result in multiple tracking numbers and different delivery dates. You will not incur any additional shipping charges for split shipments; the shipping fee you paid at checkout covers the entire order.

Carrier Delays & Delivery Exceptions

From time to time, carriers may experience delays due to weather, high volume, or other unforeseen circumstances. While we cannot control carrier performance, we are committed to helping you resolve any issues. If your tracking information shows no movement for an extended period, or if you encounter a delivery exception (such as an attempted delivery or a held package), please contact our dedicated shipping support team and we will open an investigation with the carrier on your behalf.

Failed Delivery, Lost, or Stolen Packages

If a delivery attempt fails because no one was available to receive the package, the carrier may leave a notice and hold the package at a local facility for pickup, or make additional delivery attempts. Please follow the carrier's instructions to reschedule delivery or pick up your package.

If your package is marked as delivered but you cannot locate it, or if it is lost or stolen, contact our shipping support team within 30 days of the delivery date. We will work with the carrier to file a claim and, where appropriate, arrange for a replacement or refund. To help us resolve these issues quickly, please have your order number, tracking number, and any relevant details ready.

Damaged or Missing Items

If your package arrives visibly damaged or if items are missing from your shipment, please document the issue and contact us within 48 hours of delivery. Take photos of the damaged package and any affected items—this evidence helps us file claims with the carrier and expedite replacements or refunds. We will make every effort to resolve damage claims promptly.

Address Changes

If you need to change your shipping address after placing an order, contact us as soon as possible. We will happily update the address if your order has not yet shipped. Once the order is in the carrier's hands, address changes may still be possible at the carrier's discretion, and we will coordinate with the carrier on your behalf where feasible.

Contact & Support

For general questions about your order, payment, or store policies, our primary support team is available by email at support@tonaltrails.shop. We are available Monday through Friday, 9:00 AM to 6:00 PM Central Time. Most weekday requests receive a reply within a few hours; all emails are answered within one business day. Emails received outside our service hours are queued and answered on the next business day.

For shipping-specific questions, including tracking, delivery exceptions, address changes, and damaged or lost package claims, our dedicated shipping support team can be reached directly at shipping@tonaltrails.shop. This team responds within four business hours during our service window. When contacting us about a shipping issue, please include:

• Your order number and current tracking number.
• The shipping address and delivery carrier, if known.
• A brief description of the issue (e.g., attempted delivery, no tracking update, visible package damage).
• Photos of any damaged package or item when filing a damage claim.

For urgent after-hours carrier damage or delivery issues, you may report the problem directly to the carrier and our shipping support team will follow up with you when our service window opens.

Business Entity & Operations

Tonal Trails 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 on this store. We maintain vendor and distribution agreements with all brand partners represented in our store, manage pricing and promotions, oversee customer service and quality assurance, and ensure compliance with applicable laws and regulations. Our registered address is 2147 Birchwood Lane, Austin, TX 78741, United States.

Returns & Warranty

For full details on returns, please see our Return Policy. In short, we accept returns within 30 days of delivery. Warranty terms vary by brand and product; specific warranty information is available on each product page. We accept credit cards and PayPal for all orders.

If you have any other questions about shipping, don't hesitate to reach out. We're here to help.