FAQ

Subscriptions

Where can I see my current subscription plan?

1) Click on person icon at the top right corner. 2) Enter your email and password. 3) Click “Manage Subscription.”

cuzen matcha login FAQ
cuzen matcha my account FAQ

How do I make changes to my subscription plan?

1) Sign into your account. 2) Click “Manage Subscription.” 3) Click “Show details.”

Cuzen Matcha Top Page FAQ
Cuzen Matcha My Account FAQ
Cuzen Matcha My Subscriptions FAQ

From there you can edit, pause, skip, and manage upcoming orders, as well as change payment methods, and delivery dates. Here are more details below:

Cuzen Matcha Subscriptions1 FAQ

a. Change subscription scheduling here. Please note it’s “Order fulfillment Date” not “Delivery Date” here. It usually takes about a week for products to be delivered.

b. Links back to the Leaf Packet product page to see what you ordered.
c. Choose between delivery every month or every two months.
d. Change shipping address here. Please note that “Shipping Method” cannot be changed because there’s only one method available for subscription.

e. This function is under construction at the moment. To change products, please cancel your original plan and place a new order with the product you would like.
f. Skip upcoming shipments here.

g. Cancel your subscription anytime. Please make sure to cancel at least one day in advance of any upcoming order. If not cancelled in time, the upcoming shipment will be sent and your account charged. You can find “Order Date” from above a.“Edit Future Orders.”

How much does subscription shipping cost?

For 48 states and Washington, D.C.: Free shipping on orders over $31 ($2.99 for less than $31)

For Alaska and Hawaii: Free shipping on orders over $101 ($4.99 for less than $101).

Why am I being charged for a shipment when the first delivery was free?

For subscription deliveries under $31, there’s a shipping fee. Your first delivery may have contained a Starter Kit plus your Matcha Leaf subscription, which put you delivery over $31.

(48 states + D.C. have $2.99 shipping on less than $31. Alaska and Hawaii have $4.99 shipping on less than $101.)

What’s your cancellation policy for subscriptions?

You can cancel anytime. No minimum orders. To cancel 1) Sign in. 2) Type in your information. 3) Click “Manage Subscription.” 4) Click “Show Details.” 5) Click “Cancel Subscription.” Please make sure to cancel at least one day in advance of any upcoming order. If not cancelled in time, the upcoming shipment will be sent and your account charged.

Cuzen Matcha Login FAQ
Cuzen Matcha My Account FAQ
Cuzen Matcha My Subscriptions FAQ
Cuzen Matcha My subscriptions FAQ

Loyalty and Referral Program

How can I sign up Cuzenist Rewards

1) Click on Cuzenist Rewards icon at the bottom left corner. 2) Click on "Join now" on the pop-up window.

Loyalty instruction
FAQ Join Now


3) Input your information and click "Continue". 

input information

How can I earn Cuzenist Rewards Points

There are a two main ways to earn Cuzenist Rewards Points. 


1) Earn 2 Points for every $1.00 spent, including your subscription purchase. Earn 2x faster when you are a gold member (4 Points for every $1.00 spent). You can become a gold member when you spend $500 in the last 365 days.


2) Earn 3000 Points when you refer your friends and family


You can also earn Points in various ways.


1) Earn 50 Points by registering Cuzenist Rewards

2) Earn 25 Points by sharing Cuzen Matcha on your social media

3) Earn 50 Points on your birthday when you input your birthday


Cuzen Matcha My Subscriptions FAQ

What can I exchange my points for?

You can check what you can exchange your Cuzenist Rewards Points for by checking the reward section on the pop-up window.


Stay tuned. More exciting Rewards are coming in the future.

How do I refer my friends and family to earn Cuzenist Rewards Points?

1) Share your unique referral URL with your friends and family. 

2) The referee can see the pop-up when they visit Cuzen Matcha using your unique referral URL. 

3) The referee can type their email addresses to get a one-time discount code in their email.  

4)You get 3000 Cuzen Rewards Points 30 days after your referee purchased.


Note:
a)
Only new users can get a one-time discount code. 

b) Referral discounts cannot be applied retroactively. 

c) You cannot to earn Cuzen Rewards Points when the referee didn't use the one-time discount code when they purchased.

Matcha

What is matcha?

Matcha is a fine powder that’s made from a special green tea leaf called tencha. You grind tencha leaves to make matcha.

How is matcha different from other green tea?

Unlike other green tea, matcha leaves are covered and grown in the shade for three weeks before harvest. Blocking the sunlight causes the leaves to produce more chlorophyl and L-theanine, giving matcha its rich umami flavor and relaxing qualities.

What’s L-theanine?

L-theanine is an amino acid found in matcha that 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.

Where are your matcha leaves from?

Our matcha leaves are grown on an organic tea farm in Kagoshima, Japan.

Are all your matcha leaves organic?

Yes, and it’s our goal to continue sourcing only organic matcha leaves.

At the moment, only a few Japanese tea farms are certified USDA Organic, so this can be a challenge.We continue doing everything we can to encourage more tea growers to transition to organic farming practices.

Are your matcha leaves ceremonial grade or culinary grade?

The terms “ceremonial” and “culinary” can only be judged by the integrity of the company. There’s currently very little regulation or standardization of matcha, so basically anybody can call their matcha "ceremonial" or "culinary" —even in Japan. But based on the observations of people who’ve tried our matcha before, our Premium is regarded as ceremonial grade or higher, while our Signature falls somewhere between ceremonial and culinary grade.

Do your matcha leaves have an expiration date?

Our matcha leaves are good until two years after production.

How long do your matcha leaves stay fresh in the hopper

Our tea leaf hopper can hold an entire 20 g packet and will stay fresh about a month.

How much do your matcha leaves cost per drink? 

About $1 per cup of Signature and $1.50 per cup of Premium for a single shot. And even less per cup if you buy the larger 60 g packets or have a Matcha Leaf subscription.

Is the tea packet plastic?

In short, and unfortunately, yes. The quality of our tea is our first priority and we haven’t found a compostable bag that maintains the quality of our tea leaves over time. We hope to find a better packaging solution in the future so we can realize a more sustainable system without sacrificing the high-quality.

Can I use other tea leaves in my Matcha Maker? 

We don’t recommend using other tea leaves in the Matcha Maker. Not only would the taste be very different, but the varying size of leaves and moisture they contain may affect grind quality and even clog our ceramic mill.

How much caffeine does your matcha have?

The caffeine percentage for Premium is 2.7%, while Signature is 2.9%.

So in one cup (1 g) of Premium, there’s 27 mg of caffeine, and 54 mg in a double shot. For context, a cup of espresso contains around 70-80 mg and a cup of coffee contains around 200 mg.

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

Matcha naturally contains lead as the roots of the tea plant absorb it from the soil. We’ve conducted tests and found that Premium contains 0.06 mg/kg and Signature contains 0.09mg/kg. The Maximum Allowable Dose Level for lead is 0.5 μg/day. This means a person would need to drink more than 8 cups (8g) of Premium a day to approach the threshold.

Matcha Maker

Can I use hot water in the whisking cup?

We recommend room temperature or cold water to experience the full umami and smooth taste of freshly ground matcha. If you prefer to use hot water, we recommend no hotter than 175℉ /80℃ (not boiling). You should wipe the nozzle after each use and clean the nozzle regularly to prevent leaves from sticking in the grinder due to steam. Or, you can use grind-only mode and manually whisk the matcha into hot water.

What’s your warranty?

We offer one year warranty. We’ll repair or replace any defective parts or the whole machine at no charge. If key removable parts, like the whisking cup, are broken under regular usage, we’ll ship replacement parts for free during the warranty period no matter where you are.

The warranty doesn’t apply to any issues with appearance or damage to the exterior of the machine. Nor does it cover any malfunction or damage caused by misuse, like using other kinds of tea leaves (leaves with more moisture can clog the mill), or improper voltage.

How durable is the Matcha Maker? What if it breaks? 

Our machine is UL certified, so you can be confident that it’s durable. If it stops working for some reason, our one year warranty covers key replaceable parts, and we’ll send you a new one for free. Beyond the warranty, you’ll be able to order replacement parts from our site in case something goes wrong.

How often does the ceramic mill need to be replaced? 

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 hours (not non-stop, the mill would heat up from overuse) or for 8,190 single shots. (8,190 * 2 min = 273 hours). Anyway, 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.

Can I grind different tea leaves or other ingredients in the Matcha Maker?

Our ceramic mill was developed to work exclusively with the unique size, shape, and condition of our leaves.

If you were to use regular green tea leaves, which contain more moisture than our matcha leaves, they may stick to and clog the mill, resulting in permanent damage.

How is your ceramic mill different from a regular blender?

Our mill produces a very fine grind, with particle size under 20 micrometers (one millionth of a meter). Our matcha powder has an average size is 6.1 microns, with more than 90% of particles under 10 microns. Other blenders may not be able to do so.

Where is your Matcha Maker made?

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

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 its spout facing the back of the machine. The bottom of the cup should fit snugly over the platform’s notches. 

How do I pick my matcha strength?

Push the STRENGTH button once for Level 1 (a single shot). Twice for Level 2 (a 1.5 shot). Three times for Level 3 (a double shot). And once more to go back to Level 1.

How do I make a hot matcha? 

We recommend adding a room temperature Cuzen matcha shot to hot water or milk to preserve the full umami and delicate nuances of freshly ground leaves from becoming scorched and bitter.

How long does it take to make a drink?

It’s about two minutes for a single shot (Level 1), about three minutes for a 1.5 shot (Level 2), and four minutes for a double (Level 3).

Can I make freshly ground matcha powder, like without mixing it in water?

Yup, this is what grind-only mode is for. It produces 1.5 g of fresh matcha powder. First, place a dry whisking cup or other container on the platform. Push the STRENGTH button once, so one light’s on. Then push and hold the STRENGTH button until all three lights blink. Then push START. In a few minutes, you’ll have 1.5 g of fresh matcha powder ready to be whisked traditional style.

Please watch this video.

How do I clean the whisking cup?

The whisking cup doesn’t need a thorough soapy wash after every use. Simply rinse the whisking cup with warm or cold water, lightly use a soft sponge, then let dry. A thorough wash is needed after about a week’s daily use. Remove the magnetic whisk from the whisking cup, then wash with soap using a soft sponge, then reattach the magnetic whisk, and let dry. 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.

How long can I keep the leaves in the Matcha Maker before it loses its quality? 

Usually within a month or two at most. Thanks to the tea leaf hopper and less surface area than pre-ground powder, our matcha leaves lose their freshness slowly.

How often should I clean the ceramic mill?

With daily use, we recommend a normal cleaning every month or two.

You can give your mill a deep cleaning (with water) about every six months to a year—or on an as-needed basis if you notice powder building up between the plastic cover and the upper mill. Just remember to let the mill parts dry for at least 8 hours.

The videos below break down the cleaning process step-by-step.

The freshly ground matcha feels slightly coarser than what I get in matcha tins. Is this normal for the Matcha Maker?

We use the small ceramic mill to grind leaves into a fine powder with its average size of particle being 6.1 microns. Other matcha uses stone mill or larger commercial grinders to grind leaves into a fine powder, which is almost as fine as ours. Some people may feel that ours is slightly coarser and others may not.

My matcha powder isn’t as fine as it used to be, is this normal?

After using your Matcha Maker consistently for a few months the particle size can get a little bigger. To get your machine working like new you just need to clean the mill. With the surfaces of each mill clear, the matcha powder it produces will return to normal. Here’s how to clean it:

The foam seems very large bubbles that disappear quickly. Is this normal?

There are a couple factors that determine the quality of the foam. For example, temperature of water (hotter is better), whisking speed (faster is better), and the amount of matcha used (more is better). For example, an experienced tea master uses 1.5 g to 2 g of pre-ground fine matcha powder and whisks it by hand in hot water (i.e., traditional ceremony style), the foam is going to be very beautiful. At Cuzen Matcha, we prioritize both fresh taste (which requires freshly matcha and cold water infusion) and accessibility (everyone can make easily) and use 1 g per cup. Therefore, as you mentioned, our bubbles are larger than what an experienced tea master can make by whisking.

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

The amount of matcha powder produced varies a little bit machine by machine. This is due to minuscule differences that emerge as the ceramics of the lower mill initially bakes. Please go to this link for the details, but the amount produced for Level 1 is ranging from 0.6g to 1.3g. If you don’t like how your Matcha Maker prepares your matcha (maybe too strong or too weak), please email us at hi@cuzenmatcha.com and we’ll send two spare lower mills so you can try three (including the original) and decide which one you like best.

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

The amount of matcha ground for the first time is fewer than usual as it takes 30~40 seconds for the first leaves to be ground into a fine powder. So, you taste it a bit weak. But after the second cups, that won’t happen again.

Shipping & Returns

What’s your return policy?

If you decide you do not want to keep your Matcha Maker Starter Kit, even if you have used it, you may return the machine to us within 30 days of the purchase. If the Starter Kit has not been used, you may return it for a full refund, without fees until 1/1/22. After that date, we will charge a 10% stocking fee. If the Starter Kit has been used, and we determine that it has not been damaged, you may return it within 30 days for a refund minus a 25% restocking fee. (The restocking fee applies both during and after the holiday season.) Leaves and accessories are not eligible for return.


Be sure to read about the fees and conditions on our exchange and return policy page, and contact us at hi@cuzenmatcha.com.

What is your exchange policy?

If you receive a product that is damaged or defective, it may be exchanged for a replacement within 30 days of purchase. Matcha Makers with damage or defects may be exchanged even if used, but other products cannot be exchanged after use. If we determine that it is eligible for an exchange, we will cover the return shipping costs, as well as the delivery charges for the replacement item.


Be sure to read about the fees and conditions on our exchange and return policy page, and contact us at hi@cuzenmatcha.com.

What’s your shipping policy?

We offer free shipping for the Starter Kit within the US.  Expedited shipping is available at the buyer’s cost. We don’t currently offer international shipping.

Which countries do you ship to?

As of now, we only ship our Matcha Maker to the U.S. We ship our Matcha Leaf to the following 10 countries (along with the site they can use for purchases). 

Japan: jp.cuzenmatcha.com

Canada, UK, France, Germany, Italy, Australia, Singapore, Hong Kong, Taiwan: cuzenmatcha.net

When will you start shipping the Matcha Maker outside of the U.S.?

We’re unable to ship Matcha Makers outside the U.S. because our product test certificates are only valid for the U.S. market. Although we’d like to ship to other countries in the future, at this moment we don’t have any set plans to do so.

What is the shipping policy for Starter Kits in the U.S.?

We offer free shipping within the US. Expedited options are available at customer’s cost (Next Day is $49.99 and Expedited is $19.99). All orders received before noon in PST will be fulfilled on the same day. The rest will be fulfilled on the next day. No fulfillment during the weekend or on national holidays.

What’s the shipping policy for Matcha Leaf in the U.S.?

We offer free shipping within the U.S. for orders over $31 (Alaska and Hawaii $4.99). Expedited options are available at customer’s cost (Next Day is $29.99 and Expedited is $4.99). All orders received before noon in PST will be fulfilled on the same day. The rest will be fulfilled on the next day. No fulfillment during weekend or on national holidays.