Frequently asked questions
Everything you need to know about Sus Hi Eatstation, loyalty points, ordering, and franchising.
Can I redeem my points from my online order?
Because our online platforms are third-party systems, it is not integrated with our loyalty system. Points can be automatically redeemed in-store. Please feel free to contact us and show proof of order via order number and we will be happy to add those points to your account manually!
How can I see how many points I have?
You can check your points balance on the official Sus Hi app or ask any ninja at your local Dojo.
Where can I find your food allergy information?
Visit our Nutrition Calculator page for detailed allergen and nutritional information on every menu item.
Who should I contact if I have a delivery issue?
Since our delivery is from third-party services, you will have to contact the company directly. Third-party services include UberEats, DoorDash, GrubHub, etc. For all food or order issues, please contact us using the contact form or call the Dojo directly!
What can I redeem my points for?
Points can be redeemed for free menu items and rewards through our loyalty program. Check the official Sus Hi app for the latest redemption options and point values.
Do my points ever expire?
Nope! Points will forever be there!
Do you sell gift cards?
Yes! You can purchase a physical gift card directly in-store at any of our locations, or purchase an e-gift card on the official Sus Hi app! How to purchase in-store: place your gift card order on the kiosk and swipe a physical gift card to activate and add money onto it. How to purchase in the app: download the official Sus Hi app and click on the "gift card" button. Select "send a gift card" if you want to send it to a family or friend, or select "add value" to add more funds to your own gift card.
Can I cancel my online order after I've submitted it?
Yes, you can call the Dojo location where you placed your order to have it canceled. For a list of Dojo locations and store information, click here.
Where can I learn more about opening my own Dojo?
Visit our Franchise page if you are interested in expanding with us and would like to learn more!
How much does a Sus Hi Eatstation franchise cost?
The total estimated initial investment for one Dojo is $400,000 to $728,000 (FDD Item 7). This includes the $40,000 Initial Franchise Fee (Item 5), leasehold improvements ($200,000–$350,000), equipment and smallwares, opening inventory, grand-opening marketing, insurance, professional fees, and three months of additional funds. Your costs may differ. See Item 7 of our FDD.
What are the financial requirements to qualify?
We look for at least $150,000 in liquid capital (cash or equivalents) and a minimum $500,000 net worth. We do not provide financing directly or indirectly (FDD Items 7 and 10). Ask us about financing options.
Will Sus Hi Eatstation help me find and negotiate real estate?
It is your responsibility to find a site and negotiate the lease. We may designate a vendor to help with site selection, we must approve your site and your lease, and we decide on a proposed site within 30 days of receiving the information we request (FDD Item 11). The FDD anticipates 1,800–2,200 sq ft of space.
What are the site and design requirements?
In approving a site we consider size, location, traffic patterns, visibility from roadways, parking and outdoor seating (FDD Item 11). We provide a prototype layout for your architect, and the FDD anticipates 1,800–2,200 sq ft. You must use a construction management firm that we designate or approve, or we may act as that firm ourselves.
Does the brand assist with construction?
Yes. You must use a construction management firm that we designate or approve in writing, or we may act as that firm. Buildout Management is estimated at $10,000–$25,000 in Item 7 of our FDD, and if we act as the firm you pay us this fee at lease signing.
Can I open in a non-traditional venue like a campus or airport?
The FDD reserves Non-Traditional Sites (such as airports, train stations, food courts and military bases) for us, and we are under no obligation to let a franchisee operate one (FDD Item 12). If you control such a location, ask us and we'll review it case by case.
How does Sus Hi Eatstation train franchisees and staff?
Initial Training takes about 35 days at our headquarters in Orlando, Florida, or another location we designate, and may be provided virtually (FDD Item 11). It is tuition-free for up to 3 people; you pay travel, food and lodging. Other managers can attend for an additional fee. We also provide Onsite Training at your restaurant from the week before opening until a week after, at no training fee.
What marketing support do I receive?
You contribute to our Brand Fund, currently 2% of Gross Revenues (we may raise it to up to 4% on 30 days' notice), which we use to develop and produce brand marketing (FDD Items 6 and 11). You also spend at least 1.5% of Gross Revenues per month on approved local advertising, and $10,000–$15,000 on a grand-opening campaign (FDD Items 6 and 7).
How long does the process take — from approval to opening?
We estimate about 9 months from signing the Franchise Agreement to opening, and you must open within 9 months unless we agree in writing to an extension (FDD Item 11). Timing depends on your site and lease, financing, training and delivery schedules, and permits.
What ongoing support is available once I'm open?
After you open, we provide the ongoing assistance described in Item 11 of our FDD, including our Operating Manual, approved-supplier standards, our designated software and Toast point-of-sale (covered by the $300 monthly Technology Fee), and ongoing training sessions at up to $300 per session (FDD Item 6).
This information is not an offer to sell a franchise. An offer can only be made by Franchise Disclosure Document. Franchise figures come from our 2026 FDD (issued 04.20.26, amended 08.21.26); your costs and results may differ. Sus Hi Eatstation does not currently offer franchises in states where we are not registered or exempt.
Still have questions?
Can't find what you're looking for? Reach out to our team and we'll get back to you.