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 investment to open one Dojo ranges from $400,000 to $728,000 (FDD 2026, Item 7). This includes the $40,000 franchise fee, leasehold improvements ($200K–$350K), equipment, opening inventory, grand-opening marketing, insurance, professional fees, and three months of working capital.
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. These thresholds position you to obtain SBA or conventional financing and comfortably fund start-up cash-flow needs.
Will Sus Hi Eatstation help me find and negotiate real estate?
Yes. After franchise signing we assign a real-estate manager who supplies site criteria, demographic mapping, and broker introductions. We review LOIs and must approve your final lease. Each restaurant typically occupies 1,800–2,200 sq ft in a high-visibility strip center or end-cap.
What are the site and design requirements?
Key requirements include: minimum 18 ft frontage and strong daytime traffic, venting for a Type 1 hood (for our prep line), and patio seating is preferred but not mandatory. We provide a prototype floor plan, décor palette, and equipment list. You must use an approved construction-management firm; build-out averages 8–12 weeks.
Does the brand assist with construction?
Yes. We or our designated vendor oversee bids, schedules, permits, and health-department approvals. The FDD allows us to charge a Build-out Management Fee ($10–25K) which is already reflected in the Item 7 range.
Can I open in a non-traditional venue like a campus or airport?
Our current focus is inline and end-cap units, but the FDD permits non-traditional sites subject to separate approval. If you control a food-hall, campus, or travel-plaza location, we'll review the opportunity case-by-case.
How does Sus Hi Eatstation train franchisees and staff?
Training includes a 4-week Ninja Training program at company Dojos in Orlando covering operations, food safety, HR, marketing, and finance. Up to 3 trainees are included (Owner, Key Operator, and GM). You also get a 5-day field support team on-site during soft-open and grand opening, plus a 24/7 e-learning portal for new-hire onboarding.
What marketing support do I receive?
You get automatic enrollment in the Brand Marketing Fund which supplies national creative, paid-media buying, and influencer outreach. Plus a local store-marketing kit with pre-opening digital ads, PR template, sampling playbook, and email/SMS automations. Monthly content drops (Reels, TikToks, IG posts, print signage) come from our in-house studio.
How long does the process take — from approval to opening?
Typical timeline is 6–8 months: Franchise Agreement executed, site secured and lease signed (60–90 days), build-out (8–16 weeks), four-week training & staff hiring, then marketing launch and grand opening.
What ongoing support is available once I'm open?
You get a dedicated Franchise Business Coach with weekly KPI reviews, quarterly field visits and an annual system conference, a 24/7 tech help-desk for POS, online-ordering, and delivery platforms, plus continuous menu innovation and supply-chain negotiation.
Still have questions?
Can't find what you're looking for? Reach out to our team and we'll get back to you.