FAQ
Questions, answered
Everything we get asked most — about our matcha, how to make it, and how ordering works. Can't find what you need? [Contact us] and we'll reply within [1 business day].
Jump to: About Chaism · Our matcha · Brewing · Storage · Accessories · Orders and shipping · Returns · Subscriptions · Gifts and wholesale
About Chaism
What does "Chaism" mean?
Cha is the ancient word for what happens when you bring a plant to hot water. Ism is a belief — a way of doing things. Put together, it's our philosophy about what energy should feel like: calm, clean, and built rather than borrowed.
Where does your matcha come from?
From the tea valleys around Hangzhou, in eastern China. Shade-grown tea has been cultivated there since the Song Dynasty, nearly 1,000 years ago, when powdered tea first became a daily practice. Japan is rightly famous for matcha, and we love a lot of Japanese matcha. Ours simply comes from somewhere with a longer history of it than most people know.
What does "ceremonial grade" mean to you?
There's no official standard behind the term, so on its own it doesn't tell you much. When we use it, we mean something specific: first-harvest leaves only, shaded 35% longer than standard, and stone-ground.
Is your matcha organic?
Yes. It's USDA Certified Organic, and it's vegan, non-GMO, gluten-free and sugar-free.
Is it tested?
[CONFIRM before publishing: which tests are done (for example heavy metals and pesticide residue), by which lab, and whether results can be shared by batch.]
Our matcha
Which matcha should I choose?
- Organic Ceremonial Matcha (silver tin) — our everyday matcha. Works on its own and in lattes. Available in 30 g, 50 g and 100 g.
- Single Origin Matcha (black tin) — one valley, one harvest, with a deeper savory character. Best whisked with water.
- Single Serve Sticks — sealed, pre-portioned servings for work and travel.
- Matcha Latte — made to stir straight into milk. The easiest place to start.
How many cups are in each tin?
At 2 g a cup, about 15 from the 30 g tin, 25 from the 50 g, and 50 from the 100 g.
How much caffeine is in a cup?
About [CONFIRM] mg per 2 g serving. For comparison, a typical cup of brewed coffee has around 95 mg.
Is anything added?
Our tins contain matcha and nothing else. The Matcha Latte contains [CONFIRM full ingredient list, and whether it's sweetened].
Is matcha suitable for everyone?
Matcha contains caffeine. If you're pregnant, nursing, sensitive to caffeine, or managing a health condition, check with your doctor before adding it to your routine. We don't recommend it for children.
Can I bake or cook with it?
Yes — in smoothies, overnight oats, desserts and baking. Where you can, add it near the end, since long, high heat flattens its flavor.
Brewing
How do I make matcha?
Sift 2 g (about 1 teaspoon) into a cup. Add 60 ml of water at 80°C / 175°F. Froth for about 15 seconds, until a fine foam forms. For a latte, top with 180 ml of warm milk. [Read the full brewing guide →]
Why does my matcha taste bitter?
Usually the water is too hot. Boiling water pulls out bitterness, so bring it to a boil and let it rest for three to five minutes before pouring.
Why does it taste weak or flat?
Almost always, it's too much liquid for the amount of matcha. Try a slightly heaped teaspoon, or use a little less milk. And sift first — clumps that don't dissolve are flavor you never taste.
Do I need special tools?
No. Stir the matcha into a tablespoon of cold water to make a smooth paste, then top up with hot water or milk. A frother or shaker bottle makes it faster and smoother, but it isn't required.
Can I make it iced?
Yes, and it's the easiest way. Add 2 g of matcha to 250 ml of cold water or milk in a sealed bottle, shake or blend for 20 seconds, and pour over ice. Cold water never makes matcha bitter.
Storage and freshness
How should I store my matcha?
Keep the lid tightly closed, somewhere cool and dark. Air, light and heat slowly dull matcha's color and flavor. If you keep it in the fridge, let the tin come to room temperature before opening so moisture doesn't get in.
How long does it stay fresh?
Unopened, it's best within [CONFIRM] months of production — the date is printed on the tin. Once opened, we recommend finishing it within [CONFIRM].
Why does my matcha look dull or yellowish?
That's usually oxidation from air or light after opening. Fresh matcha should look vivid green. If yours looks dull straight out of a sealed tin, contact us and we'll make it right.
Is the tin sealed when it arrives?
Yes. Every tin ships with [CONFIRM: an inner foil seal] under the lid. If yours arrives with the seal broken, contact us and we'll send a replacement.
Accessories
How do I use the Handheld Milk Frother with matcha?
Add matcha and water to your cup, hold the frother just below the surface, and run it for about 15 seconds. For a latte, froth warm milk separately and pour it over.
How does the Electric Shake Bottle work?
[CONFIRM: capacity, charging method, and how to operate — for example, press once to blend for X seconds.]
How do I clean them?
[CONFIRM cleaning instructions, and whether any part is dishwasher safe.]
Orders and shipping
Where do you ship?
We currently ship within [CONFIRM: the United States].
How long will my order take?
Orders ship within [X] business days. Most deliveries arrive in [X–X] business days after that.
Is shipping free?
Shipping is free on US orders over [$X].
How do I track my order?
You'll get an email with a tracking link as soon as your order ships.
My order arrived damaged. What should I do?
We're sorry. Email [support email] with your order number and a photo, and we'll send a replacement at no cost.
Returns
What's your satisfaction guarantee?
If you're not happy with your matcha, tell us within 30 days of delivery and we'll make it right, with a refund or a replacement. [CONFIRM exact policy terms]
How do I start a return?
Email [support email] with your order number. [CONFIRM: whether items need to be sent back, and who covers return shipping.]
Subscriptions
[Publish this section only once subscriptions are live.]
How does a subscription work?
Choose your tin and how often you'd like it, and it arrives every [4] weeks at [X]% off.
Can I skip, change or cancel?
Anytime, from your account, before your next order is processed. There's no minimum commitment.
Gifts and wholesale
Do you work with cafés and retailers?
Yes — tell us about your business on our [wholesale page] and we'll be in touch.
Where else can I buy Chaism?
You'll also find us on Amazon. [Link]
Still have a question?
We read every message. [Contact us] — we reply within [1 business day].