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Frequently Asked Questions

General Questions

Where in the world is Shake Shack?

We’re all over! Check our locations page to find the closest Shack to you.

Don't see a Shack near you? Keep an eye out! We're always on the lookout for new locations.

Insider tip: sign up for our emails! You'll be the first to hear about any new Shacks opening near you.

Shake Shack would be perfect for my event. Do you cater?

Ain’t no party like a Shake Shack party!

We don’t have an official catering program, but if you reach out at [email protected] with a few details about your event, we’ll connect you with a nearby Shack to see what we can do.

If you’re in the greater Tri-State Area (NY, NJ, or CT), you can book our Shack Truck for your event!

Can you send gift cards by email?

Yup! To order an eGift card, click here.

Can you ship gift cards internationally?

We can only ship gift cards within the U.S for now. FYI, gift cards can be redeemed at most U.S. Shacks, except Shake Shacks located in stadiums and airports.

Do you accept credit cards?

Of course! We accept all major credit cards at all locations.

Do you accept cash?

Most Shacks have at least one register for accepting cash, but all Shacks accept all major credit cards.

I’d like to place a large order. Can Shake Shack accommodate?

We’d love to! If you’d like to place a large order (15+ burgers), reach out to us at [email protected] and mention which Shack you’re interested in—we’ll connect you from there! 

I’m a team member and want to reach Corporate. How can I reach them?

If you’re looking to contact our People Resources team, please email [email protected]. For Payroll inquiries, email [email protected]

Shack App & Online Ordering Questions

How do I download the Shack App?

Easy! Just head to the App Store or Google Play store.

Can I order on the Shack App at all locations?

The Shack App is available at most U.S. locations*!

From the app’s home screen, select your pick-up type, then search for the nearest Shack by city, state, ZIP code, or location.

If your app doesn’t load locations, double-check that your location services are enabled.

*Excluding airports and stadiums. 

What can I order through the app?

Pretty much everything depending on the location! You'll find all of our Shack classics as well as our limited-time menu items, from burgers and chicken sandwiches to lemonades and fries. 

How can I tell if an item has an allergen?

Check out our Allergen Information page for all the details on the allergens in our food.

If you're wondering, we don’t use any peanuts or peanut products. While some items are prepared in facilities where peanuts and tree nuts are present, every effort is made to prevent cross-contamination. 

Can I change my Shack App order after placing it?

Shack App orders can’t be changed once placed, but they can be cancelled up to 30 minutes before your selected pick-up time.

How large (quantity) can my order be?

This depends on the Shack! Each location sets its own order limits based on what they can handle so they can ensure great guest service.

The app isn’t working for me. Who can I contact?

We want to help! If you can, take a screenshot, then email us at [email protected].

The location I want isn’t showing up on the app or website. Why can’t I place an order?

It's possible that your Shack temporarily disabled mobile ordering if they have a high order volume at that time. Each location sets its own order limits based on what they can handle so they can ensure great guest service.

If you'd like some more info, reach out via our contact form

I had trouble making an app order and now I’m seeing multiple charges. What do I do?

Erroneous pending charges should fall off your statement after a few days, but if you still see two processed charges for one order, reach out to our team via our contact form!

We’re happy to clear this up for you.

Someone placed an order on my account that wasn’t me. How can I get these charges reversed?

We take our guests’ security very seriously and would love to help you out.

Shoot us an email at [email protected] with the order details, including order # and the email address for your account, and our team will follow up.

My app order was sent to the wrong store. Can I change the location?

Uh oh! Reach out via our contact form with your order details—our team will take it from there! 

I received a promo code for the Shack App. Can I redeem it in person?

Promo codes can only be redeemed on the Shack App.

But we’re happy to redeem gift cards and eGift cards for in-person orders (excluding Shake Shacks located in stadiums, airports, and international locations).

I have a Shake Shack gift card. Can I redeem it on the Shack App?

Sorry, gift cards and eGift cards can’t be used on the Shack App, but we’re happy to accept them for in-person orders! 

Can I cancel an order?

Orders placed for ASAP pick-up can't be cancelled once submitted.

Any other app or online order can be cancelled up to 30 minutes before your selected pick-up time. 

I forgot to apply a promo code to my order. How can I apply it?

While we aren’t able to retroactively apply a promo code to your order, you can redeem it on your next order while the code is still valid!

How can I delete my Shack App account?

We’re sad to see you go! Hit us up via our contact form with your account email address and we’ll help you out.

Can I order ahead without downloading the app?

Yep! You can order ahead through our website, either on desktop or mobile (sorry, we don't take phone orders.) 

Delivery Questions

Does Shake Shack deliver?

We sure do: You can get delivery on the Shack App or our website—for just 99¢—from most of our Shacks!

You can also get delivery on third-party delivery platforms like Grubhub, Uber Eats, Postmates, Door Dash, and Caviar.

What can I order through delivery?

Most of our classic menu can be delivered, plus any of our limited-time menu items. 

Do you charge a delivery fee?

It's only 99¢—now and always—for delivery orders placed on our Shack App or website. 

Even better? If your order's $35+, we'll waive the delivery fee

Please note that we charge a small-basket fee for orders under $12 to account for extra costs.

Why can’t I find Shake Shack on a delivery website?

It looks like your location is outside of our delivery radius! We restrict how far we deliver to ensure we’re only serving our guests fresh food in a timely fashion.

I have an issue with my delivery order. Who do I contact?

We’re sorry to hear that!

If you ordered delivery from us, you can share your feedback directly through the app by selecting the “Help” button, or you can write to us at [email protected]

Either way, we're happy to make this right for you.

P.S. If you ordered from a third-party service, please reach out to them directly about your experience.

Questions About Partnering With Us

Does Shake Shack franchise?

We don't offer franchising at this time, but some of our Shacks are operated via licensed agreements.

Check out the Partnering with Shake Shack page.

I have a great site location for Shake Shack! How can I let you know?

Thanks for the suggestion! Please visit our Real Estate page for more information on how to submit.

I know you don’t franchise, but what about a license agreement?

Thanks for the suggestion! Please visit our International page for more information on how to submit. Our International team handles licensing agreements for US Shacks as well.

I want to be a Shake Shack supplier! How can I get in touch?

We’re happy to hear that! Please visit our Become a Supplier page for more information on how to submit.

Food & Allergy Questions

Where can I find your nutritional info?

We pride ourselves sourcing only the best ingredients from like-minded suppliers that embody our mission to Stand For Something Good®.

You can download our nutritional information to learn more.

For more info about our sourcing standards, check out how we Stand For Something Good in everything we do. 

What vegetarian or vegan options do you have?

Our ‘Shroom Burger is a great meatless option, featuring a crisp-fried portobello mushroom stuffed with gruyere and cheddar cheese topped with lettuce, tomatoes, and ShackSauce.

We’re also testing a new Veggie Shack at select locations around the country—and it can be made vegan if requested! 

I have a food allergy. Can I eat at the Shack?

We’ve got you covered! Just head to our Allergy Information PDF for more information before visiting or ordering. 

What are your gluten-free options?

We’ll gladly accommodate a gluten-free diet at each Shake Shack upon request. Just ask the Shack team for assistance and they’ll be happy to help. Please reference our Allergen Information PDF before visiting ordering. Here are a few suggestions for anyone with a gluten allergy:

  • Any burger can be ordered with a lettuce wrap, and most of our US Shacks offer gluten-free buns. Flat-top dogs can also be ordered with a lettuce wrap.
  • Our ‘Shroom Burger contains breadcrumbs, so it should be avoided.
  • Please do not order our fries. The oils in our fryers are filtered through the same equipment as our ‘Shroom Burgers.
  • Frozen custard should be ordered without the cone, and make sure to double-check the ingredients of the “Seasonal Shakes” with our cashier before ordering.
  • The following mix-ins are safe to add: strawberry purée, chocolate toffee, marshmallow, fudge, caramel, and chocolate sprinkles.
  • As for drinks, skip the beer, but any soft drink or glass of wine is fine! 
What can someone with a soy allergy order?

Unfortunately, many of our hot food items contain soy. Based on your allergy, you should not consume our fries, cheese, ShackSauce or the ‘Shroom Burger.

Good news: You should be able to enjoy most of our shakes and custards worry-free, though!

For complete information on the items that contain soy, please reference our Allergen Information PDF before visiting or ordering.

Is your meat halal or kosher?

Beef: 

  • Our beef in the U.S., U.K., Japan, South Korea, Hong Kong and Russia is not halal or kosher.
  • Our beef in our Middle East and Turkey Shacks is 100% halal. 

Chicken: 

  • Our chicken in the U.S., Russia, Japan and Hong Kong is not halal or kosher.
  • Our chicken in the U.K. and South Korea is certified halal—however it is prepared in a facility and kitchen with pork present.
  • Our chicken at our Middle East and Turkey Shacks is 100% halal.
What kind of oil do you use in your fryers?

We use cholesterol-free, pure soybean oil in all our fryers. 

Shack Truck

What’s on the food truck’s menu?

Most Shack classics are available. ShackBurgers, SmokeShacks, Shroom Burgers, Shack Stacks, Chick’n Shacks, Chick’n Bites, Hot Dogs, Crinkle Cut Fries, Shakes, Floats, Cups of Custard, and Canned Water or Shack 2O.

Due to equipment restrictions, some Food Truck Menu omissions include Cheese Fries and Concretes.

How does pricing work if I’m trying to book the food truck for an event?

Pricing is based on number of guests, menu items, event location, time and date, along with several other considerations. Fill out the form, and our team will send you an estimate!

What are payment options for booking the truck?

We accept payment via credit card only.

Where is the food truck?

The Food Truck operates out of northern New Jersey, and most frequently serves New York, New Jersey, Connecticut, and eastern Pennsylvania. Want the truck at your event? Drop us a line!

 

When will the food truck be available in my area/to my city?

We’re always looking for where to come next! Stay tuned.

How can I book the truck for my party/event?

Fill out the form with your name, email address and event details! Our team works hard to respond to inquiries within two to three business days, depending on the volume of inquiries.

How soon do I have to book the food truck for an upcoming event?

We recommend submitting a booking inquiry at least three weeks in advance, but hit us up to see what’s available!

Before I book, I have some questions about the food truck. Who can I speak with?

We’re happy to chat! Submit an inquiry by filling out the form, and our team will follow up with you. Don’t worry, submitting the form won’t book the truck!

Other Questions

My question isn’t listed above, what do I do?

Happy to help! Reach out to us here and our team will get back to you as soon as we can. 

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