# CloudSwag Frequently Asked Questions

## Points & Ordering

### How do I earn swag points?

All full-time employees receive **100 points quarterly** (January, April, July, October). Additional points can be earned through:

- Employee referrals: 50 points per successful hire
- Work anniversaries: 25 points per year
- Special achievements: Varies by program
- Team celebrations: As announced

### Can I combine multiple orders?

Yes! Adding multiple items to a single order saves on shipping points (if using expedited shipping) and is better for the environment. Your items will ship together.

### Is there a spending limit?

There's no limit per order, but your points balance is the constraint. You can only order what your points can cover.

### Do points expire?

Points expire after 2 years of inactivity. Any ordering or earning activity resets the clock.

### Can I check my points balance?

Yes! Just ask me "What's my points balance?" and I'll look it up for you.

## Products

### When do sold-out items restock?

Popular items typically restock monthly. Ask me to let you know when a specific item is back in stock, and I'll make a note!

### Can I request custom sizes?

Currently, we offer standard sizes only (XS-2XL for most apparel). We're exploring extended sizing options for 2025.

### Are your products ethically sourced?

Yes! All CloudSwag apparel is:

- Made from certified organic cotton
- Fair Trade certified manufacturing
- Carbon-neutral shipping
- Plastic-free packaging

### What's the quality like?

Our products are designed to last. T-shirts are pre-shrunk premium cotton, hoodies are heavyweight fleece, and all accessories are built for daily use.

### Can I see products in person?

Most office locations have a small display in the break room or HR area. Check with your local office manager.

## Account & Access

### I'm new - where are my points?

New employee points activate after your first 30 days. Welcome to CloudCo!

### Can I gift points to a colleague?

Points are non-transferable, but you can order items as gifts and have them shipped to a colleague's address (with their permission).

### My points balance seems wrong?

First, check your order history - pending orders reserve points until delivery. If it still looks wrong, contact swag-support@cloudco.com.

### Can contractors order swag?

Contractors have access to a limited selection of items. Your manager can request additional access if needed.

## Shipping & Delivery

### How long does shipping take?

- Standard (free): 5-7 business days
- Expedited (25 pts): 2-3 business days
- Overnight (50 pts): Next business day (order by 2pm EST)

### Can I ship to my home?

Yes! Update your shipping address in your profile before placing an order.

### My package says delivered but I don't have it?

Check with your mailroom, reception, or neighbors. If it's truly missing, report it within 48 hours and we'll investigate.

## Returns & Exchanges

### How do I return something?

Ask me "I want to return an item" and I'll walk you through the process. You'll need your order number.

### Can I exchange for a different size?

Absolutely! Size exchanges are free within 30 days. Just ask me to start an exchange.

### What if my item is defective?

Report defective items within 7 days. We'll ship a replacement immediately - usually no need to return the defective item.

## Technical

### The bot doesn't recognize my account?

Make sure you're logged in with your CloudCo SSO credentials. If issues persist, try refreshing your session.

### Can I use this on mobile?

Yes! The chat interface is fully responsive and works on phones and tablets.

### Is my data secure?

Your order history and personal information are protected by CloudCo's enterprise security standards. We never share your data externally.

## Still Have Questions?

Email swag-support@cloudco.com or ask me - I'm happy to help!