Burgers, sides and shakes in your neighbourhood

 Want to know more about Shake Out? 

We're committed to being totally honest and straight-up. If you can't find the answer to your question below, just email us and one of the Shake Out team will help you out. 

For specific Online Ordering FAQs and Perks FAQs please see below.


Can we be friends?

Yes please! Pop in-store to say hello 👋 and follow @shakeoutnz on Facebook and Instagram.

 

Can I customise my burger?

We don't offer customisations at Shake Out - our kitchen, menu and service style has not been designed to accommodate this. Our aim is to serve great food, fast, and this means there are things we just can't do. Customisations really slow the kitchen down, so by eliminating them we are able to get everyone's burgers out fast and delicious.

Can you cater to my allergies? 

We're very sorry but Shake Out cannot safely cater to allergies. We have known allergens in the kitchen and cannot prevent against cross-contamination.

 

I'm vegetarian - what can I eat?

Our veggie burger, sides, shakes, sundaes and sodas are all vegetarian.


What's in the Shake Out veggie bites? 

Our veggie bites are made with mushroom, kumara, chickpea and basil. They're coated in a mixture of breadcrumbs and sunflower seeds and topped with a sprinkling of nutritional yeast.

Do you serve vegan options? 

Our pickle-in-a-cup is vegan and so are our NZ sodas. 

 

Is your chicken free-range?

Of course! Both our chicken burger and chicken bites are made using free-range NZ chicken.


Where is your beef from and what's in the patty?

We use premium pure New Zealand beef and add nothing to the patty apart from salt and pepper during the cooking process.


Do you offer gluten free burgers?

No, there is gluten present in our buns and other ingredients in our kitchen. We do not offer a gluten-free or salad swap out for our bun. Unfortunately to be fast, fresh and consistent we have to make some compromises, this means we are not an allergy friendly food outlet and cannot assure allergy cross-contamination. However, if you are gluten-free opposed to Coeliac (where we advise visiting an allergy-friendly neighbour instead), you might be happy to grab our pickle in-a-cup or one of our shakes and sodas but please be aware our kitchen has not been split for allergies and that some surfaces may have recently had some gluten on it.

 

What's in the Shake Out sauce? 

We're not sharing that secret but we can promise it’s all pretty wholesome and there are no scary E numbers or additives in there. 

 

What's in the buns? How do you get them to taste so good? 

Our buns are baked with a blend of potato and pumpkin flour. When you order your burger, we toast the bun and add a light layer of caramelised butter to finish it off. 

Are you halal?

Our beef is certified halal; however our chicken is currently not. Please note our stores and food are not halal and we do not have halal processes in our kitchen. Unfortunately we are not able to guarantee food is cooked separately with the use of fresh, clean utensils each time to avoid cross-contamination with non-halal products.

 

How do I order and pay at Shake Out?  

At Shake Out we're totally cashless - When you visit in-store you can pay with your phone, card or watch. Place your order on one of our kiosks, grab a buzzer, enter the buzzer number into the kiosk, then complete your payment. Your order will be sent straight to the kitchen. Take your buzzer with you - it will shake when your order is ready to be collected from the pick-up counter. You will get a receipt when you collect your order. 

 

Why are you cashless? 

We want to offer the ultimate, frictionless customer experience. Eliminating cash payments helps speed up the ordering process. 

 

Are your eggs and dairy pasteurised? We're having a baby!

Congratulations! Our eggs and dairy are pasteurised in our shakes, mayo and Shake Out sauce. However, there is egg in our buns which is not pasteurised.

 

Is your packaging recyclable? 

Our boxes, bags, cups, lids, sauce pottles, tray mats and paper straws can be commercially composted. Look out for the correct bins at your local store or find a commercial composting facility near you.

 

Can you cater my event? 

Contact the Shake Out team with all the details and we'll see what we can do. You can contact us through our contact form.

 

Can I order online?

Yes you can! You can check it out here.

 

Do you deliver? 

You can find us on Ubereats for delivery options.

 

Can you sponsor my team / school / event? 

Unfortunately we're not currently able to take part in sponsorship activities. 

 

How can I own my own Shake Out store?

Great question! We have a dedicated page to answering everything you need to know about owning your own Shake Out store. We're currently looking for people who are ready to step into business ownership, so if you're picking up what we're putting down, head here for more info.

Can I upgrade the fries in my combo to Cheesy fries?

Yes you can! Simply click on the combo button and in the dropdown list select Cheesy fries as your side. This will incur a small upgrade price.

 

Can I pay extra and get a shake with my combo?

You sure can. Simply click on the combo button and in the dropdown list select your preferred shake as your drink. This will incur a small upgrade fee.

 

Can I swap my fries for chicken bites?

We like the way you think! Unfortunately not, at this stage but you can grab them as an extra snack on the side.


Can I swap my fries for a pickle?

Unfortunately not, but you can grab a whole pickle-in-a-cup as an extra sneaky snack.

 

Can I use a voucher for my combo?

No sorry - vouchers can only be applied to individual items and not to combos at this stage. Thanks for understanding.

Can I use a Menu Tour voucher on a combo?

Vouchers (including our Menu Tours) can only be applied to individual items and not to combos at this stage - we're sorry for the inconvenience! If you want to use your Menu Tour voucher, add all your items to the cart individually and then add your voucher code at checkout.

 Online ordering FAQs 

We're committed to being totally honest and straight-up. If you can't find the answer to your question below, just email us and one of the Shake Out team will help you out. 


Can I order online?

Just click ‘order online’ and you will be able to make an order (for pick up) from your local Shake Out.
Our online ordering platform was updated to eat.shakeout.co on Monday 1st August 2022. Any accounts made prior to this date will need to create a new account via the new platform. 

Why do I have to have an account to make an online order?

We do this for security. It allows us to process payments and ensure that the right people get the right order in-store.

Can I customise my online order?

Just like in-store, we don't offer customisations online at Shake Out - our kitchen, menu and service style has not been designed to accommodate this. Our aim is to serve great food, fast, and this means there are things we just can't do. Customisations really slow the kitchen down, so by eliminating them we are able to get everyone's burgers out fast and delicious. 

Can I make an order in advance?

 Yes, you can place an order for today or tomorrow. 

How large can my order be?

Your order can be as large as you like, within reason. We cap each individual product at 10 per order.
For larger orders please reach out to us at [email protected] 

Can I use my voucher code on Shake Out online ordering? 

Yes you can. Add all items to your cart and you'll be prompted to enter your voucher code on the main online ordering page (or when you review your cart on a mobile device). Unfortunately we can only accept one voucher per transaction.

 

Can I use more than one voucher code in my online order? 

Unfortunately we can only accept one voucher per transaction. 

Why am I only able to order a limited amount of each item?

Having a limit on the number of items means we can keep our kitchens running efficiently to get everyone's burgers out fast and delicious. Based on our average orders we've worked out what is a reasonable limit to avoid disappointment. If you're planning a bigger event – please contact us about catering.  

Can I place a catering order?

Yes you can. We don't currently offer catering through online ordering. If you would like to make a catering ordering please contact the team at Shake Out with the details of your event and your order and we will see what we can do! You can contact us through our contact form.

Can I add something to my order after I have paid?

Unfortunately not, but you can place a second order if you still wanted to grab that item. Otherwise, you can make an order when you arrive in-store at one of our cashless kiosks. 

As I was making my online order my pick up time got bumped, why?

This is due to order volume or the time you took to make your order. For example, it may take you a few minutes to add all your items to cart. To be sure of the time that you can collect your order, please pay attention to the final screen in the ordering process or place your order ahead of time to ensure the collection time.

Can I please get another receipt for my online order? 

Of course! You can request another receipt online. Login to your online ordering account and go to “My orders”.  Otherwise, when you collect your order you can get a physical receipt then. Unfortunately, you won’t be able to view your old transactions and receipt once you create a new account via our new online ordering platform, however, should you ever need an old receipt, simply reach out to us via email [email protected] and our team will be able to help you.

I picked up my order and something is wrong?

If you have noticed this immediately, just let the staff at the pick-up counter know and they will help you on the spot. If you have got home and noticed that something is wrong – email us at [email protected] and we will be in touch to sort you out. Please include the store you ordered from, as well as your receipt number if known.

My order was not there when I went to pick up?

This is a rare occurrence but sometimes things can go wrong. If you are still in store please talk to the team and they can make sure your order is processed. This may involve sending through your order again. We apologise for any inconvenience. 

I've forgotten my password - what do I do? 

Not to worry! When you try to log in, simply hit the "Forgot your password?" link. You'll be emailed a temporary reset code which you can use to change and confirm your password.  

Can I pay in-store when I collect my order? 

No, you must pay online before you arrive in-store to confirm your order.

How do you take payment for my order? 

All our payments are securely processed through Payment Express. We accept Visa and MasterCard. 

Do you deliver?

Sorry - we don't deliver, but we'll make sure the collection process is as seamless as possible for you.
Alternatively you can place an order via delivery service provider Uber Eats (select stores only). 

Can't access our online ordering or experiencing bugs? 

Our online ordering works best on Safari, Google Chrome, Mozilla Firefox, MS Edge, Opera and Brave. Please ensure you have the latest version to ensure good performance of our site. If you're unable to update your browser and on a computer, that is maintained by an admin, please contact your administrator about it. If you can't change your browser because of compatibility issues, think about installing a second browser for browsing and keep the old one for compatibility.

How do I update my payment information?

When you review your order and select your payment method, there is an option to add and select a new card. 

I didn’t receive my order confirmation? 

  1. Please check your junk inbox, it might have ended up there!

  2. Make sure the spelling of your email address is correct (don’t worry, even one of our team got their’s wrong!)

  3. If you’ve done both of the above and still can’t find it, send us an email to [email protected].

Will I automatically become a member of Shake Out Perks (loyalty programme) when I sign up for online ordering?

 No, you will need to activate your Shake Out Perks account by ticking the “Sign up to Shake Out Perks” tick box when creating your new online ordering account. You can opt-out of Shake Out Perks at any time by disabling the option in “My account" section of online ordering, navigating to "Notifications" and toggling off "Opt-in to loyalty programme".

Shake Out Perks FAQs 

We're committed to being totally honest and straight-up. If you can't find the answer to your question below, just email us and one of the Shake Out team will help you out. 



What is Shake Out Perks and why should I join?

Shake Out Perks is our Loyalty & Rewards programme. We reward you for being loyal <3. Once you're part of Shake Out Perks, you get access to sweet perks and exclusive deals, including a sweet sign-up perk, a FREE Birthday Burger and so much more. The more you spend, the more points you earn to redeem perks and you never know when we'll choose to send an exclusive offer your way - so make sure you keep those notifications on!

 

How can I sign up to Shake Out Perks?

Simple ~ Download and sign up to Shake Out Perks via the Google Play or Apple App Store.

Alternatively, you can consent to join Shake Out Perks when you create an online ordering account with us ~ look out for the tick box asking if you'd like to be a part of Shake Out Perks.

Already have an online ordering account with us? Simply join Shake Out Perks by navigating to your "My account" (once logged in) and toggling on to opt-in to Shake Out Perks in your 'Notifications'. 

If you have any trouble signing up or signing in, simply flick us an email to [email protected] and we'll help you out.

 

How do I earn perks?

You'll earn Perks points with every complete in-store and online order transaction. You must be signed in to earn Perks points. Order via our app or online ordering via web browser to accumulate points automatically or scan your personal member ID for every in-store order.

 

How do I redeem a perk I've earned?

You'll be able to redeem a range of sweet perks when you've earned enough points (or when we've sent you an exclusive perk offer)

 

Ordering online (via web browser): 

·    Sign in to your online ordering account

·    Add all menu items to cart

·    Click ‘Use my perks’ on the righthand side (under 'Your order'). 

·    Select the perk you'd like to redeem by clicking ‘Use perk’ followed by 'Confirm perk – add to cart'

·    Click 'Order now' to complete order and redeem your perk. Yay!

One perk per person, per visit. To view your active perks, click on 'My points' in the top right corner.

 

Ordering via App: 

·    Sign in to the Shake Out Perks app (Available from Google Play and Apple App Store)

·    Click ‘Order Now’ 

·    Add items to cart and follow the online ordering prompts to complete your order as you would with ordering online via web browser.

To view your active perks head to 'My Perks' in the app.

 

Ordering instore: 

·    Follow the kiosk prompts to scan your perks ID or use your phone number to sign in

·    Add all menu items to cart

·    Click ‘Use my perks’ (under 'Your order'). 

·    Select the perk you'd like to redeem by clicking ‘Use perk’ followed by 'Confirm perk – add to cart'

·    Click 'Order now' to complete order and redeem your perk. Yay!

One perk per person, per visit. To view your active perks, click on 'My points' in the top right corner.

 

Will my points and perks expire?

Yes, points expire 6 months from the time they hit your account. Perks (product vouchers) expire 2 weeks from activation in your My Perks wallet. From time to time perks (product vouchers) may show a different expiry such as a Birthday Burger and this will always be shown in the perk description.

 

Is there a limit to how many points I can earn? 

 
No there isn't, we reward loyalty, the more you spend with us, the more points you'll earn! Points expire 6 months from the time they hit your account.

 

Can I redeem more than one perk (product voucher) at a time?


Unfortunately not, just like our physical product and promotional vouchers, only one perk may be redeemed in a single transaction. No further perk or voucher may be applied in the same transaction. 

 

What if I don't have my Shake Out Perks member ID with me?

You can use your phone number to sign in. Provided you have signed in at the start of each order, your earnt points will continue to accumulate and show in the app when you next sign in on your phone.

 

Can I use my Shake Out Perks membership at any Shake Out store?

Absolutely, if you're a Shake Out Perks member you can earn Perks points at any Shake Out in-store and online. From time-to-time we may offer individual store promotions, these will always be clearly labelled and communicated.

 

How long do I have to redeem my birthday burger?

Your birthday burger is only valid on the day of your birthday (provided you've included your D.O.B when signing up). You'll be notified about your birthday burger when it's your birthday, via email and notifications if turned on.

If you input the incorrect birthday into the field, or you didn't provide your birthday on sign up, you'll need to get in touch via [email protected] to have this added or edited. Note: You must be 16yrs and older to sign up for Shake Out Perks. Please include a valid form of identification (drivers license or passport) and we can update the details for you.

 

Can I give my Shake Out Perks member ID to friends or family?

Your Shake Out Perks membership is all about you and your loyalty with us. Unfortunately, account IDs are not transferable.

 

Can I share or transfer my points or perks?

Your Shake Out points and perks are yours alone, keep them close!

 

Marketing Communications:

 

Will I get loyalty/marketing communications from Shake Out Perks if I sign up?

Yes, you'll receive occasional emails and notifications when we've got something juicy to tell you i.e. new special burgers, exclusive deals, a birthday burger and more, but we'll keep the rest as a surprise!

 

Can I opt-out of communications from Shake Out Perks?

You can turn your app notifications off but you may miss out on exclusive deals. You will still receive emails from us, only full of good stuff though - this is all part of being a Shake Out Perks member.

 

Can I still be a member of Shake Out Perks and opt-out of communications?

No sorry, we need to be able to tell you about the sweet deals we've got for you!

 

How often will I be contacted by Shake Out within the Perks programme?

Only when we've got good stuff to tell you about. We'll flick you an email when we've got exclusive deals and offers including your birthday burger and new products, stores and events*.
*This list is not exhaustive, and we may email you with additional information when necessary.

 

Technical help:

 

How do I sign in to the app if I've already subscribed to loyalty via online ordering (web browser)?

Simply download the app and follow the prompts to sign in using your phone number.

 

Can I join Shake Out Perks without downloading the app?

Yes you can, by consenting to be a part of Shake Out Perks when you sign up for online ordering. Or once signed in, heading to "My account" -> "Notifications" -> toggling on opt in to Shake Out Perks. We do recommend that you download our app so you can easily see your points, active perks and order in one place!

 

I just purchased Shake Out but my points aren't showing - can you help?

Absolutely, it can take up to 15mins for your points to appear in the app. If you still can't see your points after this time, get in touch with us and we'll help sort you out.

 

Within the app, select 'More' -> 'Contact Us' -> Write your message incl. the store, time and how you ordered i.e. Kiosks or via app along with your total order spend -> Push send and our team will get back to you as soon as possible.

 

How can I scan my unique member QR code after the transaction is processed for past orders?

Unfortunately, we can't scan a members QR code after the transaction has been finalised. Make sure you're signed in at the start of each order you make.

 

Can I access Shake Out Perks on more than one device?

Absolutely ~ simply sign in to your Shake Out Perks account from the app or web browser when placing an online order.

 

What happens if I delete the Shake Out Perks app? 

If you delete the app, you'll still have a Shake Out Perks member account but with limited access via the Kiosk and Online Ordering only. To delete your member account, simply get in touch via the 'Contact Us' page within the app or by emailing direct to [email protected]

 

How do I cancel my Shake Out Perks account?

Simply get in touch via the 'Contact Us' page within the app or by emailing direct to [email protected]

 

I can't seem to sign in?

Get in touch by emailing us at [email protected] and we'll look into this as soon as possible. For faster responds, please include screenshots of error if possible, as well as your name and phone number as noted in your member account.

 

I’ve signed up for Shake Out Perks but haven’t received a Perks welcome email yet – can you help?

Sure thing! It’s likely you haven’t finished activating your account. To do this, simply follow the below steps:

In the Shake Out NZ App:
1.  Tap 'More' in the bottom right corner of the App -> followed by 'My account' -> and 'Update' 
2. Scroll down to the 'Sign up to Shake Out Perks' tick box and untick this, followed by tapping 'Update'
3.  Once the page has refreshed, tick the 'Sign up to Shake Out Perks' tick box, followed by 'Update'. 
This will complete your Perks member account. 
- - - 

Or if signing in via www.eat.shakeout.co:
1. Make sure you're signed in for online ordering 
2. Click on the three lines in the top left corner of the page
3. Click on 'My account' followed by 'Notifications'
4. Toggle ​OFF 'Opt in to our loyalty programme' 
5. Once the page has refreshed, Toggle ON 'Opt in to our loyalty programme' 
This will complete your Perks member account.