FAQ

Getting Started

How do I place the whisking cup?

Fill the whisking cup to its water line. Then, place the whisking cup on the platform, with the spout facing the back of the machine. The bottom of the cup should fit snugly over the platform’s notches.

Placing the whisking cup

Can I use hot water in the whisking cup?

Yes, but we recommend the water be no hotter than 175ºF/80ºC, the temperature traditionally used for whisking matcha in a bowl.

Using tepid or cold water is the best way to taste the full umami of freshly-ground matcha. If you want to use hot water, wipe the nozzle after each use and clean inside the nozzle regularly, because the steam can travel up the nozzle and cause the mill to gum up.

How to clean the nozzle

How do I make hot matcha?

We recommend adding a room temperature matcha shot to hot water or milk. This will preserve the full umami and delicate nuances of freshly-ground matcha leaves. You can also use the grind-only mode and whisk it into hot water or milk.

How long does it take to make a drink?

It takes about two minutes for a level one shot (1 g matcha powder in 2 fl oz water), about three minutes for a level two shot (1.5 g matcha powder in 2 fl oz water), and four minutes for a level three shot (2 g matcha powder in 2 fl oz water).

What is the difference between the strength levels?

There are three strength level options for a shot. Each shot is two fluid ounces and the following amounts of matcha powder are whisked into one shot:

Level 1: 1 g matcha powder
Level 2: 1.5 g matcha powder
Level 3: 2 g matcha powder

*1 gram = ½ teaspoon

How do I switch out one matcha blend for another?

You can easily switch out the blends with the following steps:

1. Open the bamboo lid, take out the mill unit from the hopper, and transfer the remaining matcha leaves to a separate container. (It is ideal to use an opaque, air-tight container in order to preserve freshness.)

2. Pour in the new blend and slide the mill unit back into the hopper.

Switching matcha blends

Can I make freshly-ground powder without mixing water into it?

Yes, this is what the grind-only mode is for. It produces 1.5 grams (¾ tsp) of fresh matcha powder.

  1. Place a dry whisking cup or other container on the platform. Push the strength button once. (One light will be on.)
  2. Push and hold the strength button until all three lights blink.
  3. Push start. In three minutes, you’ll have 1.5 grams of fresh matcha powder ready to be used for cooking or to be whisked in the traditional style.

Using grind-only mode

Matcha

What is matcha?

Matcha is a finely-ground powder made from a green tea leaf called tencha. Tencha is shade-grown and dried in a series of precise steps. Learn more about our farming partners’ unique growing and processing techniques on our blog.

Where are your matcha leaves from?

Our matcha leaves are grown on an organic tea farm in Kagoshima, Japan, but we occasionally offer Single Origin teas from other regions.

Are all your matcha leaves organic?

Yes, our farming partners are some of the only few organic Japanese tea farms recognized by Japan Agricultural Standards of Organic Agricultural Practice (JAS) and United States Department of Agriculture (USDA) Organic.

Are your matcha leaves ceremonial grade or culinary grade?

This is a tricky question. There is currently very little regulation or standardization of matcha, and anyone can call their matcha "ceremonial" or "culinary" — even in Japan. So while we avoid these labels, we do offer teas characteristic of those selected for a ceremony. We also believe high-quality tea should be used even for cooking. Read a more detailed explanation of this topic on our blog.

How is matcha different from other green tea?

Matcha is grown and consumed differently than other green tea leaves. A major distinction is that matcha leaves are covered and grown in the shade for three weeks before harvest. This is to preserve L-theanine and to increase chlorophyll accumulation, resulting in umami-rich, brightly-colored matcha leaves. Matcha is also unique because it is ground instead of steeped.

What are the health benefits of matcha?

Matcha provides a relaxed yet energetic focus, contains antioxidants and has a detoxifying effect due to its high fiber content. Read more on our health benefits page.

What is L-theanine?

L-theanine is an amino acid found in matcha, which calms people down.

It helps regulate cortisol (a stress hormone) and moderates the body’s caffeine uptake. Since matcha contains both L-theanine and caffeine, it provides a mellow, longer-lasting boost of energy.

How much caffeine does your matcha have?

The caffeine content varies slightly, depending on the batch. Generally speaking, if you use a level one shot of matcha, your single serving beverage will have between 23 and 27 milligrams of caffeine.

For context, a shot of espresso contains around 70-80 milligrams and a cup of coffee contains around 200 milligrams per serving.

Does matcha contain lead? How much do your matcha leaves contain?

Matcha naturally contains trace amounts of lead because the roots of the tea plant absorb it from the soil. We’ve conducted tests and found that Premium contains 0.06 milligram/kilogram and Signature contains 0.09 milligram/kilogram. The Maximum Allowable Dose Level for lead is 0.5 microgram/day. This means a person would need to drink more than eight cups of Premium Blend (totaling eight grams of matcha powder) a day to approach the threshold.

Is the tea packet plastic?

Unfortunately, yes. Tea quality is our first priority and we haven’t found a compostable bag that maintains that quality over time. Sustainability is important to us, and we hope to find a solution that doesn’t sacrifice the quality of our tea leaves.

Do your matcha leaves have an expiration date?

Our matcha leaves are good until two years after production. In case you forget, you can find the expiration date on the back of the Matcha Leaf packet.

How long do your matcha leaves stay fresh in the hopper?

If you live in a dry environment, the hopper will keep matcha leaves fresh for about a month. The more humid your environment, the more quickly the leaves will lose freshness.

How much of the leaf packet can I put in the hopper?

In a dry environment, you can store matcha leaves for about a month. If you tend to make level one shots, you can make 20 shots before refilling the hopper.

What is the cost of a matcha shot made with Cuzen tea leaves?

A level one shot of matcha costs around a dollar, depending on the blend, how much you buy at once and if you have a subscription. 

A matcha made with a level one shot, from a 20-gram packet of Cuzen Matcha Leaf will cost about $1.00 per serving using Signature Leaf, about $1.50 per serving using Premium Leaf and $0.85 a serving using Latte Blend. The price decreases if you purchase 60-gram packets or if you have a Matcha Leaf subscription.

Can I use other tea leaves in my Matcha Maker?

It’s not a good idea to use other tea leaves in the Matcha Maker. Our leaves are selected and processed to work with the Matcha Maker. Using other leaves could clog or damage our mill, and any damages would not be covered by warranty.

Matcha Maker

Where is your Matcha Maker made?

Our machine was designed in Northern California, engineered in Tokyo, Japan, and is manufactured in Shenzhen, China.

What inspired the aesthetic of the Matcha Maker design?

Our matcha maker is shaped with the hopper centered within a circle. This circle refers to the circular window in traditional tea rooms. This window shape is a reminder to focus inward and reflect on one's own state of mind.

How often does the ceramic mill need to be replaced?

Not often at all. Our ceramic mill is quite strong and is built to produce a consistently fine grind through daily use, over many years. To be specific, it can grind for up to 273 non-consecutive hours or for 8,190 single shots. (8,190 * 2 min = 273 hours). That much continual grinding, of course, would cause the mill to overheat. In other words, you’ve got a while.

Is the grinding loud?

Although it makes some noise, it’s still quieter than a coffee grinder. You can watch this video to hear how much noise it makes.

Please refer to the user manual for detailed instructions.

Cleaning and maintenance

How do I clean the whisking cup?

Simply remove the magnetic whisk, rinse the whisking cup with warm or cold water, and let dry. Replace the whisk before making your next shot. 

A thorough wash is needed after about a week’s daily use. For a thorough wash, remove the magnetic whisk from the whisking cup, wash with soap using a soft sponge, and then let the cup and whisk dry. Remember to reattach the magnetic whisk before making your next shot. Do not put the whisking cup in the dishwasher and do not clean the whisking cup with kitchen cleansers, steel wool pads or other abrasive materials.

Daily Clean-Up

How often should I clean the ceramic mill?

With daily use, we recommend a dry clean every month or two.

How to Clean the Mill
How to Deep Clean the Mill

How do I clean the nozzle unit (the part where matcha powder comes out)?

If powder accumulates in the nozzle after long-term use, you can remove the nozzle unit and wash it with water. Please make sure to dry it thoroughly after you wash it, and do not touch the mechanical parts of the main body. If any parts come off accidentally, please contact us at hi@cuzenmatcha.com. If you are in Japan, contact us at japan@cuzenmatcha.com.

How to Clean the Nozzle

Please refer to the user manual for detailed instructions.

Troubleshooting

What do I do if I get the mill error light?

Begin by making sure you have set the mill unit into the Matcha Maker correctly. If you have used the Matcha Maker for over 15 consecutive minutes, and the error occurs, please allow the machine to cool down for 30 minutes to avoid overheating. Or, if you haven’t used your Matcha Maker for a month or so, parts of your ceramic mill may have become stuck together.

Fixing a Mill Error
Fixing a Stuck Mill

What should I do if I get the cup error light?

Please make sure that your magnetic whisk is attached to the cup. (You should feel a gentle click as you attach it.) Secondly, the water level in the cup should match the line marking on the cup. Finally, be sure the cup and platform notches are lined up and the spout is facing away from you.

Fixing a Cup Error

My matcha isn't as fine as it used to be. Is this normal?

After using your Matcha Maker consistently for a few months, your mill may become clogged, causing it to produce larger particles. Simply clean the mills and they will grind the leaves to a fine powder, once again.

How to Clean the Mill
How to Deep Clean the Mill

I washed my ceramic mill and now the powder isn’t coming out.

It’s likely you didn’t let it completely dry out after washing it. You should wash it again, this time making sure to thoroughly dry it. First, drain the water as best as possible before drying, as water can remain in the plastic parts. Then, wipe inside all plastic parts. Finally, let all parts dry out completely for at least eight hours.

A metal part came off while I was cleaning the nozzle unit on my Matcha Maker. What should I do?

On the very rare occasion the metal part falls from your nozzle, you should contact us for help so you don’t damage the machine. Please contact us at hi@cuzenmatcha.com. If you are in Japan, contact us at japan@cuzenmatcha.com.

My level one matcha shot seems weak (or strong). Why?

The amount of matcha powder produced varies from machine to machine. This is due to minuscule differences that emerge as the lower mill bakes in the pottery kiln. (Please go to this link for details.) The amount of powder produced for level one ranges from 0.6 grams to 1.3 grams. If you don’t like how your Matcha Maker prepares your matcha (either too strong or too weak), please email us. Please contact us at hi@cuzenmatcha.com. If you are in Japan, contact us at japan@cuzenmatcha.com and we’ll send two spare lower mills so you can try all three (including the original) and decide which one you like best.

I used the Matcha Maker for the first time and the matcha was weak. Is there a problem?

The first grinding of a new Matcha Maker results in less matcha because it takes 30 to 40 seconds for the first leaves to be ground into a fine powder. This means the first cup will be weak. All the preceding shots should be of normal strength.

Subscriptions

Where can I see my current subscription plan?

Your current plan is detailed on your subscription account page. Select the person icon at the top right corner of the website. You can also follow this link to the login page.

How do I make changes to my subscription plan?

Make subscription changes on your account page. Select the person icon at the top right corner of the website. You can also follow this link to the login page.

What is your cancellation policy for subscriptions?

You can cancel anytime from your account page. There is no order minimum. Select the person icon at the top right corner of the website. You can also follow this link to the login page.

Rewards and Referral Program

Do you have a loyalty or rewards program?

You can sign up on our Cuzenist Rewards page, using the link in the footer of our website. You can also go to the page directly from here.

How can I earn rewards?

You can earn points, which are redeemable for rewards. Points are earned by creating a new rewards account, purchasing items on our website, referring friends and family and following us on Instagram. You also automatically earn rewards every year on your birthday. Visit the Cuzenist Rewards page to sign up and start earning.

What can I redeem with my points?

You can redeem your points for discounts on our products. The discount codes range from $10.00 to $30.00 and can be used on any Cuzen product. The discounts can be applied to one-time purchases and new or existing subscriptions. Visit the Cuzenist Rewards page to view your point balance and redeem your points.

Can I earn reward points by referring friends and family?

Yes. By referring a friend to Cuzen Matcha, you earn points and your friend receives a $50 dollar-discount on a Matcha Maker. Once the friend has completed the purchase, you— the referring Cuzenist— will receive 2500 points. Visit the Cuzenist Rewards page to refer your friend or family member.

Repair & warranty

Is repair service available?

We’ve found the need for repair to be incredibly rare and our Matcha Maker has been certified by Underwriter Laboratories (UL), so we are quite confident with its durability. But just in case, we’ve created more efficient ways to solve malfunction issues. Most problems can be solved by switching out parts. If you are still under your one-year warranty, we offer free replacement parts if it is indeed a product malfunction. If the problem persists, we will exchange your entire Matcha Maker. (Be sure to see our Exchange and  Return Policy for details.) If your Matcha Maker has problems after the one-year warranty has expired, we have replacement parts available for purchase.

That said, please first check the troubleshooting section of the Matcha Maker Operating Manual ( EN | JP ). If the problem persists, please stop using it, unplug the AC adapter, and contact us at hi@cuzenmatcha.com or japan@cuzenmatcha.com for those in Japan.

What’s your warranty?

Our Matcha Maker comes with a one-year manufacturer warranty. Please refer to the “Limited Warranty” on page 27 of the Matcha Maker Operating Manual ( EN | JP ).

Shipping

What is your shipping policy?

We offer free shipping for the Starter Kit within the contiguous US. If you are (understandably) too excited to wait that long, you can have it expedited at your own expense. For all other details on shipping, including international shipping, please see our Shipping Policy.

How long will it take for my Matcha Maker to arrive?

Standard shipments to customers in the contiguous US typically take 2-6 business days to arrive, after the order is fulfilled. We also offer expedited shipping options for an additional fee—either a two-business day delivery or overnight shipping. Orders received before noon PST will be fulfilled on the same day, while those received after noon will be fulfilled on the next business day. International shipment times vary.

Exchange & returns

Can I return my Matcha Maker?

Yes. You can return your Matcha Maker Starter Kit within 30 days of your purchase, as long as it is in the original packaging and it wasn’t marked as a final sale. Return shipping fees may apply. To read terms and conditions and how to process a refund, visit our Exchange and Return Policy page. You can also ask questions directly at hi@cuzenmatcha.com.

Can I return accessories, machine parts or tea leaves?

No. Only Matcha Makers are returnable. 

Be sure to read all the details and how to process an exchange on our Exchange and Return Policy page, and feel free to reach out at hi@cuzenmatcha.com.

Can I purchase replacement parts?

Yes. They are available on our replacement parts page. Each Matcha Maker user is limited to one of each type of replacement part, with the exception of the whisking cups. There is no limitation on the number of whisking cups that can be ordered.

What is your exchange policy?

In summary, if you receive a product that is damaged or defective, it may be exchanged for a replacement within 30 days of purchase. If we determine that it is eligible for an exchange, we will cover all return shipping costs and delivery charges for the replacement Matcha Maker.

Be sure to read all the details and how to process an exchange on our Exchange and Return Policy page, and feel free to reach out at hi@cuzenmatcha.com.