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+# 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!
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+# CloudSwag Return & Exchange Policy
+
+## Overview
+
+CloudSwag wants every employee to love their swag! If you're not completely satisfied, we're here to help.
+
+## Return Window
+
+- **Standard Items**: 30 days from delivery date
+- **Custom/Personalized Items**: Non-returnable unless defective
+- **Sale Items**: 14 days, exchange only (no point refunds)
+
+## Eligible Returns
+
+Items must be:
+
+- Unworn and unwashed
+- In original packaging with tags attached
+- Free from visible signs of use or damage
+
+## Exchange Process
+
+1. Initiate exchange request through this bot or the swag portal
+2. Receive prepaid return label via email within 24 hours
+3. Ship item within 7 business days
+4. New item ships within 2-3 business days of receiving your return
+
+## Point Refunds
+
+- Points credited back to your account within 5 business days of receiving the return
+- Original shipping points are non-refundable
+- Expedited shipping upgrades are non-refundable
+
+## Defective Items
+
+If you received a defective item:
+
+- Report within 7 days of delivery
+- Photos may be required for quality review
+- Replacement shipped immediately at no additional cost
+- No need to return defective item in most cases
+
+## Non-Returnable Items
+
+The following cannot be returned:
+
+- Personalized/custom items (unless defective)
+- Gift cards
+- Items marked "Final Sale"
+- Items without original tags
+
+## Holiday Extended Returns
+
+Orders placed between November 15 - December 31 can be returned until January 31 of the following year.
+
+## Contact
+
+For complex return issues or exceptions, email: swag-support@cloudco.com
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+# CloudSwag Shipping Information
+
+## Shipping Methods
+
+### Standard Shipping (Free)
+
+- **Timeline**: 5-7 business days
+- **Carriers**: FedEx Ground, UPS Ground
+- **Tracking**: Available 24 hours after order confirmation
+- **Best for**: Regular orders, no rush
+
+### Expedited Shipping (25 points)
+
+- **Timeline**: 2-3 business days
+- **Carriers**: FedEx Express, UPS 2-Day
+- **Tracking**: Real-time updates
+- **Best for**: Need it soon but not urgent
+
+### Overnight Shipping (50 points)
+
+- **Timeline**: Next business day
+- **Cutoff**: Order by 2:00 PM EST
+- **Carriers**: FedEx Priority Overnight
+- **Tracking**: Detailed real-time tracking
+- **Restrictions**: Not available for weekends, holidays, or remote areas
+
+## Shipping Addresses
+
+### Office Delivery (Default)
+
+- Ships to your registered office location
+- Left at reception or mailroom
+- Best for: Regular work schedule
+
+### Home Delivery
+
+- Update your shipping address in your profile before ordering
+- Signature may be required for high-value orders
+- Best for: Remote workers
+
+### Temporary Address
+
+- Contact swag-support@cloudco.com to arrange one-time alternate shipping
+- Must request before order ships
+
+## Tracking Your Order
+
+### How to Track
+
+- Ask me "Where's my order?" for real-time status
+- Check your email for tracking updates
+- Visit carrier website with tracking number
+
+### Tracking Number Formats
+
+- **FedEx**: FX followed by 9-12 digits (e.g., FX123456789)
+- **UPS**: 1Z followed by alphanumeric string (e.g., 1Z999AA10123456784)
+- **USPS**: 20-22 digits
+
+### Tracking Timeline
+
+- Tracking numbers generated: Within 24 hours of order confirmation
+- First scan: Usually within 1-2 business days
+- Updates: Every time package is scanned
+
+## Common Issues
+
+### Address Changes
+
+- Contact us within 2 hours of placing your order
+- After shipment, we cannot redirect packages
+- For shipped orders, contact carrier directly with tracking number
+
+### Delivery Delays
+
+- Weather delays are outside our control
+- Peak seasons (holidays) may add 1-2 days
+- Carrier delays are reflected in tracking
+
+### Missing Packages
+
+- Check with mailroom/reception first
+- Check with neighbors or building security
+- Report missing packages within 48 hours for investigation
+- We'll file a claim and reship if package is lost
+
+### Damaged Packages
+
+- Take photos before opening if box is damaged
+- Report within 48 hours with photos
+- We'll ship replacement immediately
+
+## International Shipping
+
+Currently, CloudSwag only ships to US office locations. International shipping coming in 2025!
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+# CloudSwag Sizing Guide
+
+## T-Shirts (Unisex Fit)
+
+Our t-shirts are made from 100% organic cotton with a classic unisex fit.
+
+| Size | Chest (inches) | Length (inches) | Fits Chest Size |
+| ---- | -------------- | --------------- | --------------- |
+| XS   | 32-34          | 27              | 30-32"          |
+| S    | 35-37          | 28              | 33-35"          |
+| M    | 38-40          | 29              | 36-38"          |
+| L    | 41-43          | 30              | 39-41"          |
+| XL   | 44-46          | 31              | 42-44"          |
+| 2XL  | 47-49          | 32              | 45-47"          |
+
+**Fit Tips:**
+
+- True to size for most people
+- Order up one size for a looser, relaxed fit
+- Order down for a more fitted look
+
+## Hoodies (Relaxed Fit)
+
+Our hoodies have a slightly relaxed fit for comfort and layering.
+
+| Size | Chest (inches) | Length (inches) | Sleeve (inches) |
+| ---- | -------------- | --------------- | --------------- |
+| S    | 38-40          | 26              | 33              |
+| M    | 41-43          | 27              | 34              |
+| L    | 44-46          | 28              | 35              |
+| XL   | 47-49          | 29              | 36              |
+| 2XL  | 50-52          | 30              | 37              |
+
+**Fit Tips:**
+
+- Already relaxed fit - order your normal size
+- Great for layering over t-shirts
+- Zip hoodies run slightly slimmer than pullovers
+
+## Hats
+
+### Snapbacks
+
+- **One size fits most**
+- Adjustable snap closure
+- Fits head circumference: 21.5" - 24"
+
+### Fitted Caps
+
+- **S/M**: Fits 7 - 7 3/8 (21.5" - 23")
+- **L/XL**: Fits 7 1/2 - 7 7/8 (23.5" - 25")
+
+### Beanies
+
+- **One size**
+- Stretchy knit material
+- Fits most head sizes comfortably
+
+## Socks
+
+| Size | US Shoe Size (Men) | US Shoe Size (Women) |
+| ---- | ------------------ | -------------------- |
+| S    | 5-7                | 6-8                  |
+| M    | 7-10               | 8-11                 |
+| L    | 10-13              | 11-14                |
+
+## How to Measure
+
+### Chest
+
+1. Stand straight with arms relaxed at sides
+2. Measure around the fullest part of your chest
+3. Keep tape measure snug but not tight
+
+### Length
+
+1. Measure from the highest point of the shoulder
+2. Go down to where you want the shirt to end
+3. For reference: belly button is usually around 28-29"
+
+## Size Exchanges
+
+Not sure about your size? Don't worry!
+
+- **Free size exchanges** within 30 days
+- No additional shipping charges
+- Just request an exchange through this bot or the portal
+
+## Still Unsure?
+
+- Check the product page for model measurements
+- When in doubt, size up - you can always layer!
+- Contact swag-support@cloudco.com for personalized sizing help