Terms of Service

Terms of Service

Last updated: August 25, 2026

1. Introduction & Operating Entity

Welcome to Tonal Trails (the "Site"), operated at tonaltrails.shop. The Site is owned and operated by Trailhead Audio Group LLC, a privately held Texas limited liability company with its principal address at 2147 Birchwood Lane, Austin, TX 78741, United States. Trailhead Audio Group LLC is the sole owner and operator of the Tonal Trails storefront and is the legal entity behind all customer agreements, purchases, and policies on this Site.

Tonal Trails is an independent, multi-brand specialist retailer offering headphones and personal audio products from Sony, Koss, Beats, and Grado. We are not an official Sony, Koss, Beats, or Grado store, and nothing on this Site should be interpreted as an affiliation with, or endorsement by, those brands beyond our role as an authorized retailer. We do not present external official domains as this store, and we do not claim to be an official brand storefront.

2. Site Use & Eligibility

By accessing or using Tonal Trails, you agree to these Terms of Service. If you do not agree with any part of these terms, please discontinue use of the Site.

You must be at least 18 years old to make a purchase, or have the permission of a parent or legal guardian. You agree to provide accurate, current, and complete information during any purchase or account-related interaction, and to maintain the security of any credentials you use on the Site. You are responsible for all activity conducted under your account or email address.

We reserve the right to refuse service, cancel orders, or restrict access to the Site if we reasonably suspect fraud, unauthorized activity, or a violation of these terms.

2.1 Acceptable Use

You agree not to use the Site for any unlawful purpose, to attempt to gain unauthorized access to any part of the Site, to interfere with the proper operation of the Site, or to engage in any activity that could damage, disable, or impair our servers or networks. You may not use automated tools, bots, or scrapers to extract data from the Site without our prior written consent. You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of the Site, its content, or its services without express written permission from us.

3. Account Registration

While you are not required to create an account to browse the Site, certain features—such as order tracking, saved payment methods, or streamlined checkout—may require you to register. When you register, you agree to provide accurate and complete information and to keep that information current. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. If you suspect unauthorized use of your account, please contact us immediately at support@tonaltrails.shop.

4. Catalog Information & Product Descriptions

We work hard to ensure that product descriptions, specifications, images, and pricing on the Site are accurate and current. Each listing is checked against the brand’s official specifications and imagery before publication. We confirm model number, compatible colors, included accessories, and key technical attributes. Any listing that cannot be reconciled with official brand data is held for review or removed.

Despite our efforts, occasional errors may occur. We reserve the right to correct any errors, inaccuracies, or omissions—including after an order has been submitted—and to change or update information at any time without prior notice. If a product is listed at an incorrect price due to a typographical or systems error, we reserve the right to cancel the order and issue a full refund.

Warranty terms vary by brand and product; details are available on individual product pages. Please review the warranty information presented with each item before making your purchase.

5. Pricing & Promotions

All prices on the Site are listed in U.S. Dollars (USD) and are subject to change at any time without prior notice. The price displayed at the moment of purchase is the current market price for a new, authentic item.

Prices change as brand manufacturer suggested retail prices (MSRPs) move, seasonal campaigns start or end, new generations replace older models, and stock levels create temporary pressure. We also run limited-time coupon codes that are always expressed clearly at checkout.

5.1 Why Prices and Discounts Vary

Tonal Trails operates as a digital-first, independent multi-brand e-commerce retailer with a narrow, specialist category. We have no physical retail lease, automated order processing, and a curated portfolio strategy that keeps inventory turnover high and markdown risk low. We purchase in volume through authorized wholesale accounts, maintain relationships with multiple approved suppliers, and take advantage of end-of-cycle program pricing when a brand launches a new generation—while remaining fully authorized to sell the older version.

Promotions are funded through brand marketing program contributions, distributor rebates, and margin deliberately set aside from our operating savings. We never fund a sale by relaxing quality checks, switching to refurbished units, or accepting gray-market inventory. There is no link between discount and product quality. Every item, whether sold at full price or through a promotion, passes the same sourcing and inspection steps. A lower price reflects our commercial model, not a lower grade of product, and the applicable brand warranty remains intact.

5.2 Coupon Code

From time to time, we may offer promotional coupon codes. Currently, the code TRAILS10 provides 10% off eligible items when applied at checkout. Coupon eligibility follows checkout rules, and the offer applies to eligible orders. We reserve the right to modify, suspend, or discontinue any promotion at any time without prior notice.

6. Orders & Acceptance

All orders placed through the Site are subject to our acceptance. We may, at our sole discretion, refuse or cancel any order for reasons including but not limited to: product availability, errors in pricing or product information, problems with payment authorization, suspected fraud, or violations of these Terms of Service.

When you place an order, you will receive an email confirmation acknowledging receipt of your order. This confirmation does not constitute acceptance of your order. We will send a separate email when your order ships, confirming acceptance and providing tracking information. Title to the products passes to you upon delivery by the carrier.

7. Payment

We accept credit cards and PayPal. Payment is processed at the time of purchase, and you authorize us (or our payment processor) to charge the full amount of your order, including any applicable taxes and shipping fees, to the payment method you provide.

You agree to provide current, complete, and accurate billing information. If a payment is declined or fails for any reason, we may attempt to contact you, and we reserve the right to cancel the order if payment cannot be successfully processed. All prices are in U.S. Dollars, and the total charge will be reflected in USD regardless of your card’s currency.

8. Shipping & Delivery

We offer free standard shipping on all orders over $45.00. For orders under $45.00, standard shipping is a flat $8.00. Delivery times may vary depending on your location and the carrier’s schedule. We are not responsible for delays caused by carriers, customs, or events outside our reasonable control.

Risk of loss passes to you upon delivery. If your package arrives damaged or with missing items, please contact us within a reasonable time at support@tonaltrails.shop so we can assist you in resolving the issue with the carrier or by sending a replacement.

9. Returns, Refunds & Exchanges

We want you to be fully satisfied with your purchase. If you are not, returns are accepted within 30 days of delivery. To initiate a return, please contact our customer support team at support@tonaltrails.shop with your order number and the reason for the return. We will provide instructions and, where applicable, a return authorization.

To be eligible for a return, items must be in their original condition, unused, and in the original packaging with all accessories and documentation included. Once we receive and inspect the returned item, we will process a refund to your original payment method. Refunds are typically issued within 5–10 business days after we receive the returned item, depending on your financial institution’s processing times.

If you receive a defective, damaged, or incorrect item, please contact us immediately. We will arrange for a replacement or a full refund, including any return shipping costs, at no charge to you.

10. Warranties

Warranty terms vary by brand and product. The specific warranty applicable to each item is described on the product page. As an authorized retailer, we pass through manufacturer warranties to you as the end consumer. If you experience a covered defect during the warranty period, please contact us and we will guide you through the brand’s warranty process. We are not the warrantor for brand warranties, but we will assist you in filing a claim and coordinate with the manufacturer where needed.

To the extent permitted by law, and except for the manufacturer warranties we pass through, we sell products "as is" and make no other express or implied warranties, including implied warranties of merchantability or fitness for a particular purpose.

11. Authenticity & Quality Commitment

We guarantee that every product delivered by Tonal Trails is 100% authentic and sourced through legitimate, authorized channels. We will never knowingly sell counterfeit, gray-market, refurbished-as-new, or tampered product. Every inbound unit is logged with its source, and we retain purchase records that allow us to trace a product back to the authorized channel if a customer raises a concern.

11.1 Sourcing Standards

We buy only from authorized distributors, brand-approved reseller programs, and manufacturer wholesale partners. Inbound shipments are inspected for correct model, intact packaging, and external damage before they enter available stock. Products are kept in a temperature-controlled storage area, and each outbound order is packed to protect the item from transit handling.

11.2 Customer Inspection Guidance

We recommend opening your package soon after delivery and checking that the model number matches the box, all accessories are present, and the item looks untouched. Where a brand provides serial-number lookup, we encourage you to use it. If something appears wrong, stop using the item and contact our quality team with photos.

11.3 Raising an Authenticity or Quality Concern

If you have a credible concern about the authenticity or quality of a product you purchased from us, please contact our quality team at support@tonaltrails.shop. To help us resolve your concern quickly, please include:

• Order number or the email address used at checkout.
• Clear photos of the outer box, inner packaging, the product itself, and any visible model or serial numbers.
• A detailed description of why the authenticity or product quality is in question.
• The date of delivery if it differs from the order date.
• Any prior correspondence with our support team or the brand.

11.4 Review Process

Once we receive your concern, we follow a structured review process:

• Acknowledge the claim within one business day and assign a case number.
• Verify the order and cross-reference the item’s source records and inbound inspection logs.
• Compare the submitted photos and description against our quality-control records and the brand’s known packaging and label details.
• Collaborate with the relevant brand or authorized service provider when needed to inspect or verify the product.
• Report back with a decision and clear next steps within five business days after all requested information is received.

11.5 Remedy & Resolution Commitment

If a customer raises a credible authenticity concern, we will review the product’s documentation and, if necessary, involve the brand. If we cannot prove authenticity or the concern is confirmed, we will provide a pre-paid return label, a full refund of the purchase price, and arrange a genuine replacement when the customer prefers.

Our commitment is to make the customer whole and keep the trust of the brand. If a product is not authentic, we replace it and refund all costs. If the issue is a quality defect covered by the brand warranty, we will guide you through the warranty process. If the issue was our error, we fix it immediately and compensate for any undue hassle. We stand behind every product we sell, and we take full ownership of resolving issues to your satisfaction.

12. Intellectual Property

All content on the Site—including text, graphics, logos, images, product descriptions, and software—is the property of Tonal Trails, Trailhead Audio Group LLC, or its content suppliers and is protected by applicable intellectual property laws. Product names, logos, and brands are property of their respective owners (Sony, Koss, Beats, Grado), and their use on the Site is for identification purposes only. You may not use any content from the Site without our prior written permission or the permission of the respective rights holder.

13. Service Availability & Disclaimer

We strive to keep the Site available 24/7, but we do not guarantee uninterrupted or error-free operation. We may temporarily suspend access to the Site for maintenance, repairs, or upgrades without prior notice. We reserve the right to change, modify, or discontinue any aspect of the Site at any time.

The Site and all content, products, and services are provided on an "as is" and "as available" basis without warranties of any kind, either express or implied, except as expressly stated in these Terms of Service. To the fullest extent permitted by law, we disclaim all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

14. Limitation of Liability

To the maximum extent permitted by law, Trailhead Audio Group LLC, its officers, employees, agents, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages—including loss of profits, data, goodwill, or other intangible losses—arising out of or in connection with your use of the Site, any purchase made through the Site, or these Terms of Service. Our total liability to you for any claim arising out of or relating to these Terms or your use of the Site shall not exceed the amount you paid to us for the specific product or service giving rise to the claim.

15. Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict-of-law principles. The merchant operating this Site is located in Austin, Texas, and any dispute arising out of or relating to these Terms or your use of the Site shall be subject to the exclusive jurisdiction of the state and federal courts located in Travis County, Texas.

16. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our practices, legal requirements, or operational needs. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify you by email or by posting a prominent notice on the Site. We encourage you to review these Terms periodically. Your continued use of the Site after any changes constitutes your acceptance of the revised Terms.

17. Contact Information

17.1 Primary Customer Support

For general questions about orders, payments, shipping, returns, or store policy, please contact our customer support team:

• Email: support@tonaltrails.shop
• Service Window: Monday through Friday, 9:00 AM to 6:00 PM Central Time.
• First Response Time: Within one business day; most weekday requests receive a reply within a few hours during the service window.

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, customers can report the issue to the carrier, and our shipping support team will follow up when the service window opens.

When contacting support, please include your order number or the email address used at checkout, your full name on the order, a brief description of the question or issue, and any relevant product name or tracking number.

17.2 Legal & Privacy Contact

For privacy-related requests, legal correspondence, regulatory inquiries, or formal disputes, please contact our legal department at legal@tonaltrails.shop. The legal team handles personal data requests (including access, correction, and deletion under applicable privacy law), questions about the privacy policy, cookies, and data processing, and any formal complaints not resolved through regular support. Legal correspondence will receive a response within two business days.

18. Miscellaneous

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions. These Terms constitute the entire agreement between you and Trailhead Audio Group LLC regarding your use of the Site and supersede any prior agreements. Our failure to enforce any right or provision of these Terms shall not be deemed a waiver of such right or provision.

Thank you for shopping with Tonal Trails. We are committed to providing clear product information and responsive support before and after your purchase.