Shipments are generally processed Monday–Friday only.
There are no UPS pickups on Saturdays or Sundays.
There are no UPS pickups on German public holidays.
This means that packages may remain in “Label Created” status until the next scheduled pickup day.
DV Magic is not a large warehouse operation with daily shipping pickups multiple times per day.
UPS pickups are scheduled several times per week, which means that after a shipping label has been created, it may still take 1–3 business days before the package is physically collected and scanned by UPS.
This is completely normal.
Please do not worry if:
tracking initially shows “Label Created”
tracking does not update immediately
tracking updates are delayed during weekends or holidays
Once a package has been handed over to UPS or DHL, shipping speed and tracking updates are outside of our control.
If a carrier marks a shipment as delayed, this information comes directly from the carrier’s systems and unfortunately cannot be accelerated manually from our side.
Production Times & Handmade Products
Many DV Magic products are handcrafted, custom-built or produced in small batches rather than mass-produced warehouse items.
This especially applies to:
OmegaBoard systems
custom-made boards
handmade accessories
Custom Close-Up Mats
special production items
Because of this, production times can vary depending on:
current order volume
production workload
drying and curing times
testing and quality control
material preparation and finishing
Current production time for OmegaBoard systems is approximately 8–9 weeks, sometimes longer depending on workload and production volume.
Please note: Production time refers to the manufacturing process only. Once production has been completed, additional time is required for shipment preparation, carrier pickup and transit to your destination.
Please understand: this is not Amazon-style warehouse fulfillment.
Many products require:
manual assembly
painting and finishing
wood treatment
glue curing time
testing and calibration
software/app preparation
quality control before shipping
Certain production steps simply cannot be rushed without negatively affecting quality.
For example:
wood needs time to settle and dry properly
glue requires proper curing time
finishes and coatings must fully dry
electronics and software need testing before shipment
Rushing these steps would risk sending out imperfect products, which is something DV Magic will not do.
During the normal production timeframe, individual status updates are generally not available. This allows us to spend our time building and testing products rather than providing manual progress reports for each individual order.
Support & Communication
To keep support organized and manageable, all official support requests must now go through:
Before contacting support regarding production status, please check whether your order is still within the currently communicated production timeframe.
Please include:
your order number
a clear description of the issue or request
Support requests via:
WhatsApp
Facebook Messenger
Instagram DMs
private messages
may no longer receive replies regarding:
orders
shipping
production status
technical support
These channels are considered private communication channels and are no longer used for official support handling.
Technical Issues & Facebook Groups
For technical questions, bug reports or setup issues, the Facebook groups are often the best place to ask questions.
This helps because:
solutions become visible for everyone
common questions only need to be answered once
users can help each other
support can identify recurring issues faster
If something is truly urgent, for example shortly before a performance, please clearly mention that your issue is urgent in your group post.
Final Note
DV Magic has grown significantly over the last months and we are continuously improving production, logistics and support structures to keep quality and support standards as high as possible.
Thank you very much for your patience, support and understanding ❤️
