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.
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] or if you’re Auckland based you can try our catering menu
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. If you are Auckland based you can order via our Catering Online Ordering page. If you would like to make a catering order in Hamilton East or Palmerston North, please contact the team 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?
Please check your junk inbox, it might have ended up there!
Make sure the spelling of your email address is correct (don’t worry, even one of our team got their’s wrong!)
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".