To check the status of your order(s) follow below guide:
1) Go to: https://themagic5.com/
2) Click ACCOUNT in the header and login.
3) Choose the order you want to check the status of (new page opens)
4) An interactive order process line will show you the status of your chosen order. If the step circle is blue it means that this is your current stage of the order status.
STEP 1
We have received your order, but still need to receive your face scan via our app before we start creating your custom fitted goggles. - if you have not scanned yourself yet, you will have received an email from us reminding you that you need to submit the scan. This mail may have ended up in your spam filter, make sure to check here.
Android:
Using the account activation email to login into the app (you can follow the link in the order confirmation email), perform the face and credit card scan. When the app returns you to the front page, we have received your scan for validation.
(When you have purchased your MAGIC5 goggles you receive both an order confirmation email and an account activation email.)
iPhone:
Open the app and connect your scan to your order, by clicking 'link scan to order'.
STEP 2
We have now received a face scan from you and are currently validating if the quality is good enough for production. If your scan is not good enough, we will reach out to you by mail asking you to submit a new scan. This mail may have ended up in your spam filter, make sure to check here.
Have you not received an email saying your scan is validated after 48H after submitting your scan?:
1) check that your scan is connect to your order in the app.
2) if the scan is connected, an email asking for a new scan has highly likely ended in your spam folder
3)if not, please contact customer service.
We take 24-48H to validate your scans, once approved you will receive a scan validation email and we will start producing your custom fitted goggles.
STEP 3
Your order and scan has been approved, and we are now ready to start production, you'll receive an email when your order reaches this stage. If you have not received this email and it's been over 3 days since your face scan was submitted by you, please:
1) check that your scan is connect to your order in the app.
2) if the scan is connected, an email asking for a new scan has highly likely ended in your spam folder
3)if not, please contact customer service.
STEP 4
We are producing your very own custom fitted goggle, this usually takes 14 days.
STEP 5
Your goggles are produced and ready for shipment. You'll receive an email with a tracking number. Please allow 48H for the tracking number to be activated with DHL.
Estimated shipping times
USA: 5 business days
International: 10 business days
TRACK YOUR PACKAGE
To track your package, please click here to enter DHL’s tracking application.
NOTE
Please allow 48H from receiving your tracking number email for DHL to activate it.
STEP 6
Your goggles have been delivered. You'll receive an email confirming the delivery.
The total processing time from receiving your order confirmation email is approximately 21 days (for US orders, up to 26 days for international orders) depending on when your scan is submitted, scan validation and final delivery time with DHL.
If you think there’s a problem or delay to your purchase that we have not contacted you about, please contact our customer service.