Need help? Call us at (07) 4131 2989

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Frequently Asked Questions

You will find answers to some of our most frequently asked questions in the section below. If you have read the FAQs and still have some questions unanswered, please feel free to contact us.




Payment Information

All prices are shown in Australian Dollars and include GST.


You must pay for your order in full, including the cost of all merchandise items, alcohol, tour tickets and delivery charges, at the time you submit that order. We are not able to accept payment at the time of delivery.


We accept Visa, PayPal, MasterCard and Bundaberg online store credit and gift vouchers. We also accept Rum Rewards points as payment. Unfortunately, we are not able to accept cash, cheque, Bankcard, American Express or other forms of payment.


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Order Processing and Xmas Delivery

XMAS DELIVERY - Orders placed after 4th December cannot be guaranteed delivery prior to Christmas. 

To enquire about delivery times to your shipping address please call 07 4131 2989 before placing your order.


Orders are usually processed within 1 business day of receipt.


Delivery times vary depending on whether the items you order are in-stock and your location. However, as a guide, in-stock items are generally dispatched within 2 business days after your order is accepted and your payment is approved. Delivery then takes approximately 5 to 14 business days depending on your location. For a more accurate estimated delivery time, please contact the Bundaberg Webstore team at webstore@bundabergrum.com.

XMAS DELIVERY - Orders placed after 4th December cannot be guaranteed delivery prior to Christmas.  To enquire about delivery times to your shipping address please call 07 4131 2989 before placing your order.


Merchandise orders (including orders for t-shirts, hats and other souvenirs) are generally delivered using the Australia Post Package Plus delivery service straight to your door.

Alcohol orders (including orders for personalised bottles of Bundaberg Rum) are delivered by Fastway Couriers and will require photo identification that proves you are over 18 years of age on delivery.


Order Total Shipping Cost
$0.00 - $249.99 $15.00
$250.00 and over FREE

Tour Tickets - do not incur a Shipping charge as they are sent via email to your nominated email address. 


There are certain restrictions on deliveries to particular areas of Australia as set out by the liquor licensing regulation. Please see our terms and conditions for a latest list of these areas. If you nominate a delivery address in these areas, we will be unable to deliver your order and instead will refund any payment made. 


Unfortunately we cannot ship to addresses outside of Australia.


Items are typically dispatched 2 business days after your order has been accepted and your payment has been made. Most items are delivered within 5 to 14 business days after the date of dispatch. However, in some cases, delivery may take longer.

If you would like us to track your order, please contact us on 07 4131 2989 or at webstore@bundabergrum.com


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Returns and Refunds

If you think your item is faulty or damaged due to a manufacturing defect or default, you should contact us on 07 4131 2989 or at webstore@bundabergrum.com. We may ask you to provide photographic evidence of the fault, issue or concern. 

In most cases, we will ask you to return the item so that we can determine whether it is faulty or defective. If a defect is found, we will refund you the full cost of the item, the original delivery charge and any return shipping charges. In order to receive a refund, you must return the item unused and in its original packaging with receipt. You must also return anything that was sent with the item, including any boxes, tags, manuals, warranty cards and instructional DVDs.


If you have received an item that is the wrong size or colour or otherwise different from what you ordered, you should contact us on 07 4131 2989 or at webstore@bundabergrum.com

In most cases, we will ask you to return the item to us. You must return the item unused and in its original packaging. You must also return anything that was sent with the item, including any boxes, tags, manuals, warranty cards and instructional DVDs.

If you have ordered a Personalised Label and the personalised label is not what you requested (e.g., it contains a spelling mistake), you should contact us on 07 4131 2989 or at webstore@bundabergrum.com. In most cases, we will reprint the label and post it to you at no extra cost. However, we are not able to reprint the label or give you a refund if you made a mistake in your order (e.g. a typing error) or have changed your mind. We also reserve the right to reject a label if it is deemed to be inappropriate.  See our Ts and Cs clause 10 for further info.


Once placed via the Webstore an order cannot be changed or cancelled due to your change of mind. However in the event that you order the wrong size item of clothing, please call the customer service number 07 4131 2989 to log your request within 30 days of purchase.  Unfortunately, we are unable to return purchases of alcohol or tour tickets.


There are two ways of returning merchandise items (must be within 30 days of purchase):

Option One:

Take the item to The BDC Bondstore Retail Store at Avenue Street, Bundaberg, Queensland 4670 during store opening hours. 

Please note that returns and exchanges of alcohol cannot be made in person at our Retail store, however merchandise can be returned /exchanged within the 30 days of purchase.  

Option Two:

1. Go to www.bundabergrum.com.au and login to My Account

2. Request a Return

3. An email will be sent to your email address and the Bundaberg Webstore.

4. A Bundaberg Webstore representative will then contact you via email and explain how you can return your items.

Generally, you will be asked to write the reason for your return on the back of your packing slip and to return it and your order to the Bundaberg Webstore, Whittred Street, Bundaberg, Queensland 4670.


If you think a merchandise item may be faulty or is different from what you ordered, you will generally be asked to return it to us and cover the cost of doing this (e.g any postage costs). If the returned item is found to be faulty or not what was ordered, we will refund you the full cost of the item and return shipping costs.


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How We Use Your Information

We only use your personal information to process your order and deliver your items. We will not use your personal information for other purposes, unless you opt in to receive other information from us.

For further information about how we use and store your personal information, please see our Privacy Policy.


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BDC Bondstore Tours and Retail Store

The BDC Bondstore retail store is open from:

• 10.00am to 5.00pm, Monday to Friday
• 10.00am to 4.00pm, Saturday, Sunday and Public Holidays.

However, the store is closed on Good Friday, ANZAC day and Christmas day.

You can visit the retail store even if you do not go on a tour.


The BDC Bondstore is closed on Good Friday, ANZAC day and Christmas day.


Tours run on the hour every hour from:

• 10:00am to 3:00pm, Monday to Friday
• 10:00am to 2:00pm, Saturday, Sunday and Public Holidays

However, tours do not run on Good Friday, ANZAC day or Christmas day.

The tour takes approximately 1.5 hours and you need to arrive at least 20 minutes before the scheduled start time.


You can take a self-guided tour anytime from:

• 9:30am to 3:30pm, Monday to Friday
• 9:30am to 2:30pm, Saturday, Sunday and Public Holidays

However, the self-guided tour is closed on Good Friday, ANZAC day and Christmas day.

The tour takes approximately 30 minutes.


To help our foreign visitors, our tour notes are available in most common languages.


All visitors to The BDC Bondstore who are under the age of 18 must be accompanied by a responsible adult at all times. Children are welcome to come to The BDC Bondstore retail store and on distillery tours. However, please note that there are no on-site children's activities outside of the tour.


No, you can buy tour tickets from The BDC Bondstore on the day. However, as tour numbers are limited, we suggest that you book online to ensure you are able to secure the tour time you want.

If you have a group of 10 or more people, please call our Group Sales Coordinator on 07 4131 2999

Book Tickets Online Now


No, you will be sent an email confirmation of your booking with a reference number. You should bring this booking reference number with you on the day of your tour and present it at the customer service desk at the BDC Bondstore.


The customer service team can reissue tickets – please call us on 07 4131 2989. In the event a Tour cannot go ahead on the date set out on the Tour Ticket (including but not limited to maintenance or special events) then The BDC Bondstore Team will contact You to arrange a refund or reschedule of the Tour.


Yes. You do not have to go on a tour to shop in The BDC Bondstore retail store.


The BDC Bondstore and most of the tour route is accessible by wheelchair or walking frame.  Please let us know in advance if you have a requirement to take any electronic equipment on tour by phoning 07 4131 2999. 


Yes, there is a free carpark at The BDC Bondstore.


You’re welcome to (and encouraged!) to film and photograph around the BDC Bondstore Self-Guided Tour, Bondstore Retail Store and public grounds.  Areas within the Distillery Compound however are off limits to any battery operated equipment (including cameras, phones, car keys and watches) due to the risk of sparks in highly flammable areas.


The Bundaberg Rum Distillery is a fully-operational futuristic working site. We put safety first
so we need to be sure your cool to comply with our safety regulations. Please refer to our Health and Safety guidelines.

The Bundaberg Rum Distillery is a fully operational working site.  We produce and store alcohol on site at approximately 78% alcohol which can cause flammable vapours.  As such, battery operated equipment such as cameras, phones, car keys and watches can cause a spark risk and are not able to be taken on the BDC Distillery Experience. 

If you have a medically necessary device such as a hearing aid or an insulin pump, please let us know in advance by calling 07 4131 2989.  We can make special arrangements for you including fitting you with a vapour monitoring device so that you can enjoy the tour safely.

 


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Rum Rewards

No, the Rum Rewards program was discontinued on 1 December 2016, which means that: 

a) on and from 1 December 2016 you will not automatically be enrolled in the Rum Rewards Program when you sign up for an account on the Bundaberg Rum website.

b) anyone who already holds a Rum Rewards account, as at 1 December 2016, shall remain a member of the Rum Rewards Program, subject to expiry of their points (12 months from when they were earned).


Points = discounts.  You can redeem your Rum Rewards on purchases in your shopping basket. Just enter the amount of Rum Rewards that you want to use and the value of these will be removed from your total. Please note that you cannot sell or transfer your points nor can points be earned by purchasing or renewing Rumbassador memberships.

Check out the info page for latest redemption rates at the Rum Rewards information page.


Get in quick!  All points expire 12 months after you earned them!


Check out the Rum Rewards Info page, and the terms and conditions of the program.


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Need More Help?

Don't see the info you need on this page?  Please contact us by filling out our Contact Form.

Or call The BDC Bondstore on (07) 4131 2989


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