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FREQUENTLY ASKED QUESTIONS
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We bring our fresh burgers and fries to the best spots in Hong Kong! You can find us at our locations at Citywalk, Emperor Centre, K11 Musea, Johnston Road, Festival Walk and many more. Like all our other stores, our Hong Kong locations do not use freezers, microwaves, or timers. Everything is prepared fresh daily to maintain the standards established in our original 1986 Arlington, Virginia restaurant.
Serving peanuts for free began as a way for people to pass the time while they waited for us to cook up their meals (way back in the day, before smartphones). It was such a hit, and has become such a Five Guys tradition, that we keep our stores stocked with peanuts to this day.
Our brand has been built around a fanatical focus on food and simplifying everything else! Offering paper bags not only simplifies our store operations, but also speeds up service and reduces confusion in our kitchens.
Five Guys has been preparing fries the same way since 1986. The way we prepare our fries is a signature to our brand, and we aim to provide a consistent, high-quality product for our customers to enjoy.
We feel the best taste for our fries consists of a firm outside and a baked potato-like interior. In preparing our fries a certain way, we are able to keep this standard consistent throughout all of our stores.
For this reason, our stores cannot cook fries any other way.
We use 100 percent refined peanut oil to cook our fries. Refined peanut oil is less likely than cold-pressed oil to cause an allergic reaction.
For individuals with peanut allergies, highly refined peanut oil is considered a safe alternative for culinary and dietary purposes. However, we highly encourage you to consult your physician before consumption should you have concerns.
Additionally, please understand that we are unable to ensure no cross-contamination, as peanuts and peanut oil play a large role in our brand and cooking processes
At Five Guys, we cook all of our burger patties well done. By cooking all of our burgers juicy and well done, we achieve two goals: 1) We ensure a consistent product and 2) We meet or exceed health code standards for ground beef. We understand that there are varying opinions on what level a burger should be cooked for optimal flavor, and our opinion is that our burgers taste best cooked juicy and well done.
However, your feedback is important, so feel free to reach out using our Contact Page if you’d like to share your opinion.
Providing an extra scoop of fries has been a tradition at Five Guys since we opened our doors in 1986.
Enjoy that extra helping or share with your friends! Our fries are also great leftovers; just pop them in the oven (or Air Fryer) the next day.
Coca-Cola Legacy machines, which feature water filters, are available at participating Five Guys restaurants.
The first Five Guys opened in 1986 in Arlington, Va., right outside of Washington, DC.
Leftover fries are excellent reheated in the oven (or Air Fryer). According to Chad Murrell, one of the Five Guys, just pop them in a 350°F/176°C oven for about 10-15 minutes. Also, give those leftover fries a try as hash browns, home fries, or even as the filling in an omelet.
Our fries are soaked in water during the prep process. Because of this, they absorb less oil when cooked, leaving trace amounts of oil on the outside of the fries.
Add in the fact that we serve our fries in an open cup, with an extra scoop thrown into the bag for good measure, and sometimes you’ll see some grease on your paper bag. Also… Remember to leave the bag open, so that your fries don’t get soggy!
Due to safety concerns, Five Guys does not offer the peanuts featured in our restaurants for purchase.
Currently, we do not have a specific birthday program. However, we do wish you a Happy Birthday!
Playing music in our locations has been a Five Guys tradition ever since we opened the doors of our first restaurant back in 1986. Making burgers and fries is just more fun with some rocking tunes in the background.
While our taste has evolved, we’ve continued to play a range of music in our locations to not only provide our customers with a fun and lively experience, but to also support our crew members working hard in the kitchen.
Find out more about our passion for music on social media or by visiting our Spotify page
As of May 2025, we have more than 1,950 locations in 29 countries! We are located in the United States, Canada, England, Scotland, Wales, Ireland, Northern Ireland, Australia, Austria, Bahrain, Belgium, China, France, Germany, Hong Kong, Italy, Kuwait, Luxembourg, Macau, Malaysia, Netherlands, Qatar, Republic of Korea, Saudi Arabia, Singapore, Spain, Sweden, Switzerland and UAE.
Menu
Five Guys has been preparing fries the same way since 1986. The way we prepare our fries is a signature to our brand, and we aim to provide a consistent, high-quality product for our customers to enjoy.
We feel the best taste for our fries consists of a firm outside and a baked potato-like interior. In preparing our fries a certain way, we are able to keep this standard consistent throughout all of our stores.
For this reason, our stores cannot cook fries any other way.
At Five Guys, we cook all of our burger patties well done. By cooking all of our burgers juicy and well done, we achieve two goals: 1) We ensure a consistent product and 2) We meet or exceed health code standards for ground beef. We understand that there are varying opinions on what level a burger should be cooked for optimal flavor, and our opinion is that our burgers taste best cooked juicy and well done.
However, your feedback is important, so feel free to reach out using our Contact Page if you’d like to share your opinion.
In this market the beef we serve is not kosher, halal or organic. It is also not free range. We are unable to claim that we are GMO-free at this time, though we plan to explore these options in the future. Although our beef is always 80% lean beef with no additives, there is some variation by country due to local sourcing and regulations.
We toast our bread to provide a sturdy base for our burgers, but certain toppings and condiments can potentially lead to a “soggy” bun. If you feel like this is a quality issue and not as a result of toppings, please contact us so we can address it!
Our veggie sandwich is not a veggie burger, but truthfully, it can be a mix of whatever you’d like. Choose any combination of our condiments and add cheese for an additional cost.
Our standard veggie is a mix of peppers, onions and mushrooms with or without cheese.
Our hand-formed patties weigh about 102 grams (3.6 ounces) before grilling. The regular burger comes with 2 patties, so 204 grams of deliciousness!
We serve Budweiser, Blue Girl Beer and Corona at selected locations.
At this time, we offer only salted peanuts. There are no current plans to bring back unsalted peanuts.
In our 30-plus years of crafting burgers, we have found that foil helps the food retain more heat, meaning it’s hotter – and fresher – when it reaches your hands!
Five Guys burgers are grilled without using oil. Our grills are actually seasoned using only the natural fats and juices of the burger patty.
The only product at our restaurants prepared using refined peanut oil are the fries we serve.
Here’s a little secret… We use McCormick brand Cajun seasoning in our locations! Although we cannot sell it to you, you can buy it on the McCormick website.
We call this process “evening out,” and we’ve been doing it since we opened our first location way back in 1986! Evening out not only helps form the patty, but also ensures it cooks evenly and well done.
Yes, if you order in one of our locations and ask for extra bacon, you will receive it at no additional charge. Please note, however, that extra bacon is not available through online ordering or delivery.
While we love hosting children, we do not currently offer a kids menu. Our portion sizes are designed to be shared, so keep that in mind when ordering for children. We suggest a little hamburger (which features one patty instead of two) or a hot dog or grilled cheese and requesting it be cut in half. Our fry sizes can feed several!
We believe the beef we serve is juicy and flavorful enough without seasoning. If you would like to add salt and pepper to your burger, please request packets from our crew members or look for them at our condiment stations.
Yes Catering is now available via the Click & Collect app for select stores.
Our milkshakes come in one size- 470ml. You can choose as many of our mix-ins as you like at no extra charge!
Yes, we do! Our milkshakes are hand spun and can be customized with any of our nine mix-ins. Start with our vanilla base, and then add as many mix-ins as you like. We currently offer: Bacon, Banana, Chocolate, Oreo®, Peanut Butter, Salted Caramel, Strawberries and limited time mix-ins at participating countries.
We are officially adding the patty melt as a menu item in select locations on September 1, 2024. However, guests can order a patty melt, which combines a grilled cheese with a juicy patty and the toppings of your choice, at any location right now! Just ask for one – all stores know it by name – or request a grilled cheese and add a patty.
Yes we offer Make It A Meal at all Hong Kong stores
Like all of our menu items, our fries are made to order. Our potatoes are freshly cut, soaked in water and ONLY fried in refined peanut oil using fryers that cook absolutely nothing else. We also cook our fries twice to ensure they are firm on the outside and mimic a mashed potato on the inside.
We use peanut oil to cook our fries because we believe it provides the most optimal flavor for that perfect, boardwalk-style bite. Our fries are the only menu item cooked in peanut oil.
We use American-style cheese, grilled to gooey bliss on many of our menu items. Grilled cheese sandwiches, cheeseburgers, Patty Melts – you name it!
Our fresh burger patties are made to order. Patties are prepared on a flat-top grill and cooked until well done and juicy. You won’t see us using timers, just our eyeballs, to know when a burger is finished.
You bet! All of our toppings are prepped fresh daily. Nothing is frozen. Choose from 15 free toppings, which makes for hundreds of thousands of topping combinations. The possibilities are pretty much endless.
We do not offer Halal in this market.
Nutrition & Allergen
There is no MSG added to our burgers, hot dogs, fries, seasonings or condiments. The only seasonings offered in our restaurants are salt and Cajun seasoning.
Five Guys fries contain no gluten. Our potatoes are freshly cut, soaked in water and ONLY fried in refined peanut oil using fryers that cook absolutely nothing else.
Please be aware that our bread does contain gluten, so there is always a risk for cross-contamination. If you have a gluten allergy, please tell your cashier when ordering and our team will take extra care to avoid cross-contamination by changing gloves more frequently.
Please review our Ingredient & Allergen Guide for the most accurate menu item information.
Our bread is a proprietary recipe. Our buns contain the following ingredients:
* Water
* Salt
* Sugar
* Vegetable Shortening (Contains Soy)
* Milk
* Eggs
* Bleached Bread Flour
* Yeast
* Sesame Seeds
The only products we offer that contain gluten are our burger buns, hot dog buns, HP sauce, the Oreo Cookies and Lotus Biscoff milkshake mix-ins, and the Malt Vinegar condiment for our fries.
Due to the way some ingredients are prepared, they may also be unsuitable for people with an intolerance. You can find more information about these products here.
Since Five Guys buns are not gluten free, we offer modified options for customers with gluten sensitivity. You can order any burger or hot dog without the bun, in either a Lettuce Wrap or a No Bun Bowl. You can also bring your own gluten free bun, as the burger is simple to transfer. However, please note that due to food safety precautions, we cannot prepare your food with this bun.
Five Guys beef is gluten free, consisting of 100% 80/20 ground chuck with no additives, fillers, or preservatives. Our bacon and hot dogs are also gluten free. All meat is cooked on a dedicated grill separate from the bun toasting grill.
Our fries, both Five Guys Style and Cajun, are gluten free. They are made from fresh cut potatoes soaked in water and cooked in dedicated fryers with 100% refined peanut oil.
Whilst we do all we can to avoid it, there is always a risk of cross contamination. We advise checking our Allergen and Ingredients charts online or in store and always advising the team of any allergies or intolerances so they can take the appropriate precautions.
The beef for our burger patties is 80/20 lean ground chuck that has no additives or fillers! It is gluten free and does not include breadcrumbs, flour, soy sauce or any types of spices.
Please note, however, that we cannot guarantee no cross-contamination, so please use caution when ordering.
Peanuts are served in all Five Guys restaurants, but none of our menu items contain tree nuts. They are also not used in our cooking process in any way.
However, please remember that there is always a risk of cross-contamination in our locations. For your convenience, we feature open kitchens in all of our restaurants, so customers may watch their food be prepared.
Our buns are made with real sugar!
Yes, we do! Please access the latest nutrition and allergen information for Five Guys.
Yes, all Five Guys locations serve peanuts. We also cook our fries in peanut oil for optimal flavor. While we do make every effort to accommodate allergies, the use of peanut oil and open peanut containers create a significant risk for individuals with peanut allergies.
We serve peanuts as a quick snack for customers while they wait for their orders.
No. Our Five Guys buns are baked fresh daily following a proprietary recipe that contains gluten. We are unable to modify our recipe to accommodate a gluten allergy.
All of Five Guys’ allergen, menu ingredients and calorie counts are available for review in our Nutrition and Allergen guide.
Many of our menu items contain allergens such as eggs, gluten/wheat, milk, peanuts and soy. If you inform our staff of a food allergy, we certainly will attempt to accommodate, but please know there is a risk of cross contamination due to the nature of our ingredients. For more information please reference the Ingredients, Nutrition and Allergen guides on our website.
Nope! We pride ourselves on using real, fresh food, prepped and cooked daily. Because of this, you won’t find a freezer in the joint – only coolers.
Location
We bring our fresh burgers and fries to the best spots in Hong Kong! You can find us at our locations at Citywalk, Emperor Centre, K11 Musea, Johnston Road, Festival Walk and many more. Like all our other stores, our Hong Kong locations do not use freezers, microwaves, or timers. Everything is prepared fresh daily to maintain the standards established in our original 1986 Arlington, Virginia restaurant.
Five Guys continues to expand worldwide. Visit restaurants.fiveguys.com or follow us on social media to find out where we are heading next!
Though rare, Five Guys sometimes does permanently close restaurants. Many times, the purpose of the closure is to relocate within the same market.
Please visit restaurants.fiveguys.com to find your closest Five Guys.
Policies for donations, fundraising and sponsorships are at the discretion of our individual stores. Please visit or contact your local Five Guys to see if they would like to participate. You may also email [email protected] for assistance.
Five Guys continues to open new locations across the globe! Follow us on social media for the latest on new restaurants.
All store hours are available on our website or by Googling the location.
As our restaurants age – did you know that Five Guys is nearly 40 years old? – we want to ensure we take time to maintain them. Occasionally, this means we must temporarily close for upgrades and maintenance.
You may know this as remodeling or a remodel. At Five Guys, we call it a refresh.
Some refreshes last only a few days, while others may require weeks or a month. We know these closures can be frustrating, but rest assured, your favorite location will reopen soon!
Most of our locations open at 12 a.m. local time, but this can vary by market. Be sure to visit restaurants.fiveguys.hk for accurate business hours.
Most of our locations close at 22:00 p.m. local time, but this can vary by market. Be sure to visit restaurants.fiveguys.hk for accurate business hours.
Ordering
You can either visit our website and click the “Order” button or download our app through the respective app store for your device.
We know it can be frustrating to wait for an online order, but this is normally only the case when your order contains fries. We wait to drop your fries until you arrive to ensure you receive the freshest cup possible!
You sure can. You can call your local Five Guys store to place an order ahead of time or order online and choose the time you’d like to pick up.
At this time, we are unable to process special requests through our online ordering platform or app. Should you have a special request, we encourage you to either place a call-in order or call the store after placing your online or app order to provide your request(s).
If you would like to provide feedback on this process, please reach out using our Contact Page.
At this time, you must pay in advance (with a credit card, gift card or other form of payment) when placing an order online.
In many cases, this is simply a temporary charge to your bank account that will drop off in a few days. In the event the charge has not been removed after 2-3 days, please contact us via our Contact Form and we’ll be happy to assist!
Most locations offer delivery. The best way to find out if the location nearest to you offers delivery is to visit our website.
We know that sometimes issues can arise. We do offer refunds but require a bit of information to do so.
We kindly ask that you fillout our webform and provide details about your issue, including the order number, location you visited and the total cost of the order. The store will get back to you ASAP!
Yes! You can place a Five Guys order online for in-store pickup or delivery (select locations). Know that if you order fries or a milkshake, they’ll be made when you arrive to ensure optimal freshness.
We will be offering catering via the Five Guys order app soon!
App
You bet we do! It’s never been simpler to order all your Five Guys favorites, made just the way you like them – even when you’re on the go…
If you are experiencing issues with our mobile app and need a person to assist you, we would be happy to help! Simply click here to get started. Be sure to download the latest version of the app for your respective mobile device.
No, you do not! You can browse the menu and order without an account. However, signing up provides a host of benefits, including being able to save your favorites, track orders and reorder your favorites faster.
Definitely! The Five Guys app is the easiest way to place an order, especially on the go. It also allows you to save your favorites for easy reordering next time around.
Unlike online ordering, the Five Guys app saves your order history, so reordering is a breeze. Your favorite store, favorite meals, as well as saved payment options, are all stored conveniently in the app.
Unfortunately, you cannot. Please call your Five Guys location to update or inquire about changing your order.
Company
Five Guys is a privately owned company, and we do not currently have plans to go public. However, we get these questions a lot and we take it as a compliment, so thank you!
We appreciate your enthusiasm, but Five Guys does not disclose information about the process used to recruit secret shoppers. Secret shoppers are chosen in confidentiality and are not recruited in the same way other employees are.
At Five Guys, music has always been part of the experience. We play a range of music in our locations to not only provide customers with a fun and lively experience, but to also support our crew members working hard in the kitchen.
Of course, we never want our customers to feel uncomfortable or offended, and you are welcome to ask the store to turn down the music if you think it’s a bit loud.
Learn more about our passion for music on social media or by visiting our Spotify page
As of January 2025, we have more than 1,900 locations in 26 countries! A majority of our restaurants are in the United States.
Five Guys began its pursuit to redefine the global burger landscape in 1986 when Jerry and Janie Murrell asked three of their sons whether they wanted to start a business or go to college. Now, three decades after our first location opened in Arlington, Va., Five Guys – a fast-casual restaurant chain named for the Murrells’ five sons – serves a classic take on hamburgers, fries and milkshakes in more than 1,700 locations across 24 countries.
Five Guys has never offered coupons, discounts or promotions. We currently do not have any plans to do so in the future.
Five Guys does not currently offer rewards or have a loyalty program.
Five Guys was founded in 1986 by the Murrell family in Northern Virginia. As the story goes, Jerry and Janie Murrell asked their four sons whether they wanted to go to college or start a business. The boys chose to try their hand at starting a business and the family opened a small carryout burger joint in Arlington. Word quickly spread about the restaurant and before you know it, not only did a fifth brother join the fam (hence Five Guys) but business took off. The rest, as they say, is history.
Five Guys grew throughout the 1990s, but the Murrell family did not begin offering franchise opportunities until 2003. In just a year and a half, they sold 300 franchise locations and have been growing ever since.
Five Guys opened its first restaurant outside of the United States in 2010 in Alberta, Canada. Our Covent Garden location in London, opened to much fanfare in 2013, was our first restaurant outside of North America. Today, we operate in 26 countries across the globe!
Today, Five Guys operates more than 1,900 locations in 29 countries.
What sets Five Guys apart? There are a lot of great burger joints out there. But we believe our success comes from running all our restaurants exactly how we ran our first location back in 1986—focusing on simple food, real ingredients and letting the quality speak for itself.
Gift Cards
Yes, we do! Gift cards are available for purchase in store only
Our gift cards denominations vary by country. Please reference the terms and conditions for more information.
No
Gift cards are treated as cash and are non-refundable.
Yes, please reference the terms and conditions for more information.
Unfortunately, gift cards are treated as cash. They cannot be refunded or replaced.
However, if you are able to provide proof of purchase, we will attempt to locate your gift card
Please reach out to us via our Contact Form and someone will be in touch ASAP!
You can check your gift card balance in store at the cashier.
You can buy a Five Guys gift card at any Five Guys location.
This feature is currently not available
This feature is currently not available
No, you do not need to activate your physical – you can use them immediately.
Real Estate
Please visit the Contact Us page and select “Real Estate” from the dropdown menu.
Please refer to our Preferred Site Criteria document
Five Guys will work with you and your broker to help identify viable trade areas for a Five Guys location. However, you are responsible for conducting your own due diligence to estimate the performance of the location.
Yes, Five Guys has multiple formats to meet our guests’ needs, as well as contend with current market dynamics.
Yes, the Five Guys Design and Construction teams will work with your architect and general contractor to build your restaurant to meet the specifications set forth in Five Guys’ brand design guidelines.
Contact Us
You can fill out our customer survey by visiting this page Although not necessary, it is helpful to have a receipt nearby.
Absolutely! We love to see our customers enjoying our food.
Simply tag us in a social media post. We are on Facebook, Instagram and TikTok. Or feel free to send your photos to [email protected]
Get In Touch
We’d love to hear from you! Reach out with questions, comments, and anything in between.
