Hi all,
I’d like to share my experience and ask if anyone has been in a similar situation.
A quick note on why I’m posting here: I first tried r/framework, since this is about a Framework Laptop 13 Pro, but their Rule 6 prohibits any discussion of freight forwarding to countries outside Framework’s supported list.
I live in Georgia (the country, not the US state). Framework doesn’t ship here, so like many people in unsupported countries, I use a US freight forwarder. I’ve used the same one for years for all my online purchases, with no issues.
I tried to preorder a Framework Laptop 13 Pro, but checkout kept returning an error. I contacted support, and after a day I got an email saying the order was cancelled and refunded because my shipping address was identified as a freight forwarder. Their policy only allows direct shipping to permanent residential and business addresses in supported regions.
Then came the part that surprised me. The email suggested that I could ask a friend or family member in a supported region to receive the order on my behalf. That is functionally the same thing as a forwarder: the package arrives at a US address and then gets sent on to me. The only difference is that a forwarder is a registered business with a track record, and a random acquaintance is not.
To be fair to Framework, the policy is documented, and I assume it comes from fraud prevention. My issue is with the logic, not the tone.
I’ve written back offering ID, proof of my forwarder account, and even a video call to verify the order. I haven’t received an answer yet.
What I find hard to square is the way the company presents itself. Framework’s mission is to make electronics that respect people, and a repairable laptop is built around a long relationship with the customer: upgrades, spare parts, repairs over many years. I’d expect that kind of company to look for a way to say yes to a motivated customer who is willing to verify everything, rather than a flat “no”.
Questions for the community:
- Has anyone in an unsupported country (Georgia, Armenia, Kazakhstan, etc.) successfully ordered through a forwarder, or received an exception from support?
- Are there forwarders with a commercial address (warehouse instead of a mailbox store) that pass Framework’s check?
- Is there any official reseller or regional partner I’ve missed?
I’ll update the post when Framework replies. Thanks!