Preguntas Frecuentes

Necessary enter and remain with mouths cover to our facilities. Likewise, access to pregnant people or older adults is not recommended to protect their health. At the moment access to minors is not allowed.

Cancellation Policies

1. Tours and events available according to eventuality.

2. In payments received there are no refunds.

3. To request a date change:

Tours: notify by mail to parras@rgmx.mx  7 days in advance with the new date and time of your preference as well as attach proof of payment to confirm availability.

Special events: As they are unique dates, it is not possible to request a change of date.

4. Refunds upon cancellation:

Up to 7 days before your tour: 100% of the total product value will be awarded.

Between 3 and 6 days before your tour: 50% of the total product value will be awarded.

Please notify by mail to parras@rgmx.mxwith your proof of payment and/or order number to request a refund on the product and pick it up at any of our 4 stores. In case of requesting home delivery, an extra cost is applied.

Less than 7 days before your tour: it is not possible to request any kind of refund.

5. The user assumes responsibility for all costs, fees, taxes and claims arising from the use of this Website. 

6. In case of booking and not attending, a no show will be charged.

7. We reserve the right of admission.

When will I receive my order or request?

Once you have successfully placed an order on the site, it will be processed immediately. If you placed your order in the morning, it will most likely be shipped the next day (as long as it is in Monterrey and Mexico City). You will receive a shipping confirmation via email.

Please keep in mind that the estimated delivery time is from 3 to 7 business days and if you placed the order on a Friday afternoon, it will begin its process the following Monday since both our warehouse and the parcel service They do not operate during weekends.

Do you deliver to all locations in the country?

We deliver to most locations in the country, in case you enter an address from a place that we do not have service, your order will be rejected during the next 1-2 business days and a refund will be made or we will indicate the additional fee for shipping.

How can I track my order or order?

Take into account that we carry out the delivery through third parties and as soon as your order has left the delivery route, you will be able to follow up with the guide number that we share with you.

It seems that my package was lost. What I can do?

In the unlikely event that you are unable to locate your package even though it has officially been dispatched, please contact the customer service team on 8112154433 and we will start an immediate investigation for you.

What do I have to do if I receive my incomplete order?

There may be several reasons. It may be due to a shortage for which you will receive a refund for that product or we will send you one or more products of your order in a second or third package. You must contact the customer service team at 8112154433 for clarification.

Can I attend without reservation

Our tours are subject to availability so that the experience is to your complete satisfaction. We recommend you book at least 2 days in advance in the tours section.

Can I bring my pet on the tour?

At the moment only service animals are allowed in our facilities.

Which are the schedules?

Please check the schedules on our website. We constantly try to provide improvements and make changes to our schedules according to eventualities; or you can call the tour number 842-100-5042 and we will gladly assist you

What should I know before attending?

Wear comfortable clothes to enjoy the walk in the vineyard. Give your name at the entrance so that they give you access and when you arrive, go to the store for registration.

Can I bring my daughter/son?

We constantly adapt to the needs and regulations of the industry. Please call our tour phone: 842-100-5042 and we will gladly answer your questions.

Access allowed to minors from 11 to 17 years old. Do not drink or children under that age.

Can I buy wine at the end of the tour?

We have a store inside the vineyard, it will be a pleasure to offer you all our products.

I just placed an order. When will it be sent?
Once you have successfully placed an order on the site, it will be processed immediately. If you placed your order in the morning, it will most likely be shipped the next day (as long as it is in Monterrey and Mexico City). You will receive a shipping confirmation via email.

Please keep in mind that the estimated delivery time is from 3 to 7 business days and if you placed the order on a Friday afternoon, it will begin its process the following Monday since both our warehouse and our parcel service do not operate. during weekends.

How can I change or cancel my order?
Because we process orders as quickly as possible, you can only cancel an order by calling our customer service team at 8112154433. Please do so as soon as possible. Please note that there is a chance that your order may not be cancelled, as the shipping process begins immediately after you place your order. 

What payment methods can I use?
You can pay for your order with the following methods:

- Visa
— MasterCard
— American Express
— Paypal
— Transfer:

Do I need to create an account before placing an order?
You can place orders on the site either as a registered user or as a guest user. You do not need to register an account with us.

Can I place an order by phone?
You can place your orders through our customer service team, at number 8112154433 for a personalized service, either by call or whatsapp.

How can I use my discount coupon?
Once you have added all the products in "your cart" you will see the "Discount Code" field available where you can use it in your purchase by simply entering the coupon and pressing "Use". The discount should be displayed on the "order summary" screen applied and the total to pay.

Can I use a promotional coupon on discounted items?
Most of the time promotional codes do not apply to pre-discounted products. There may be exceptions.

I already confirmed my purchase but forgot to apply my promotional coupon
Unfortunately we cannot apply any type of discount after confirming the purchase, so it is extremely important to verify all the data and amounts in the summary of your purchase before concluding it.

How do I register?
In the login section, select the registration option and complete your data correctly.

How do I recover my password?
In the account icon (in the upper right corner of the screen) click on the option "forgot my password" to reset it. In case of complications, you can contact us at 8112154433 for support.

What wine can I customize?
Scielo Tinto and Scielo Blanco.

How long does it take for my bottle to be ready?
The times for deliveries in our stores in Monterrey and CDMX are as follows:

— 1 to 12 Bottles 6 business days
— 12 to 24 Bottles 12 business days
— 24 to 70 Bottles 18 business days
— 80 onwards 28 business days

*For national deliveries consider 5 to 7 extra days of shipping by parcel.

From when does the production time start?
Once you authorize the design we start to make your label.

What material are the labels printed on?
We use the same paper as for our line wines.

Can you do special finishes?
Yes, but a minimum volume is needed and extra charges apply for the tooling that is needed. Ex. Hot Stamping, Embossed, Folio, etc.

More information in ventasmonterrey@riverogonzalez.com.mx

If I already have a design/logo, can you put it on the label?
For us it is important to maintain the style of the brand, therefore the authorization of the design is subject to discretion. However, we always manage to reach an agreement with our clients so that they can convey the message they want on the label. Please share the fonts, logos or editable files to be able to adjust it to the label and be authorized by the marketing department.

Is it possible to personalize wines from the RG line?

We have a product called "Create your barrel" where you can make your own wine mix. For more information contact concierge@riverogonzalez.com.mx