FAQ

Getting started

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

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

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.

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).

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

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.

How to switch matcha blends

Yes, this is what the grind-only mode is for. It produces 1.5 grams (¾ teaspoon) 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.

How to use grind-only mode

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.

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

Our Matcha Maker design has a cylindrical hopper centered in a circle. This 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.

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, but in other words, you’ve got a while.

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 Matcha Maker Operating Manual for detailed instructions. (EN | JP)

Cleaning and maintenance

Simply remove the magnetic whisk, rinse the whisking cup with warm or cold water, and let it 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

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

How to clean the mill
How to deep clean the mill

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 Matcha Maker Operating Manual for detailed instructions. (EN | JP)

Troubleshooting

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. If the light remains on, please dry clean the mill first. If the light still remains, and if you haven’t used your Matcha Maker for a month or so, parts of your ceramic mill may have become stuck together.

How to clean the mill
How to fix a mill error
How to fix a stuck mill

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.

How to fix a cup error

The amount of matcha powder produced in a shot may vary from machine to machine. This is due to minute differences in the ceramic mill parts, which develop as they are fired in the pottery kiln. If you feel like the matcha prepared by your Matcha Maker is either too strong or too weak, please email us at hi@cuzenmatcha.com. If you are in Japan, contact us at japan@cuzenmatcha.com.

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

How to clean the mill
How to deep clean the mill

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 most climates, that requires a dozen hours or so.

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.

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

Your current plan is detailed on your subscription account page.

On desktop:
Select the person icon at the top right corner of the website. You can also follow this link to the login page.

On mobile:
Select the menu icon at the top left corner of the website. A dropdown will appear. Scroll to the bottom and select the person icon labeled “Log in.” You can also follow this link to the login page.

Make subscription changes on your account page.

On desktop:
Select the person icon at the top right corner of the website. You can also follow this link to the login page.

On mobile:
Select the menu icon at the top left corner of the website. A dropdown will appear. Scroll to the bottom and select the person icon labeled “Log in.” You can also follow this link to the login page.

You can cancel anytime from your account page. There is no order minimum.

On desktop:
Select the person icon at the top right corner of the website. You can also follow this link to the login page.

On mobile:
Select the menu icon at the top left corner of the website. A dropdown will appear. Scroll to the bottom and select the person icon labeled “Log in.” You can also follow this link to the login page.

Rewards and referral program

Yes. 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.

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.

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.

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

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. (Please comply with the policy associated with your country.) 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.

Our Matcha Maker comes with a one-year manufacturer warranty. Please refer to the “Limited Warranty” on page 26 of the Matcha Maker Operating Manual ( EN | JP ).

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.

Shipping

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.

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

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. (Please comply with the policy associated with your country.) You can also contact us at hi@cuzenmatcha.com or japan@cuzenmatcha.com for those in Japan.

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. (Please comply with the policy associated with your country.) Also, feel free to reach out at hi@cuzenmatcha.com or japan@cuzenmatcha.com for those in Japan.

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. (Please comply with the policy associated with your country.) Also, feel free to reach out at hi@cuzenmatcha.com or japan@cuzenmatcha.com for those in Japan