Frequently asked questions.
Answers to common questions about sales, service, and how we work.
Last updated: 2026-06-01
Sales
What's your return / refund policy?
All sales are final. No refunds or exchanges. Diagnostics, labor, service parts, and training costs are not refundable. All new products carry their own manufacturer's warranty. See our Terms & Conditions for full detail.
Can I cancel an order I've already placed a deposit on?
Yes, but cancelled orders with a deposit are subject to a 25% cancellation fee.
What items are not returnable?
Batteries, cables, screen protectors, single-use products, software, in-ear or over-ear headphones, open box items, EV vehicles (including OneWheels), and sale or clearance items.
Can I get a refund on AppleCare+ or GatorGuard?
AppleCare+ and GatorGuard products are nonrefundable through GatorTec. For AppleCare+ refunds, please call 1-800-APL-CARE (1-800-275-2273). For GatorGuard refunds, call Safeware at 1-800-800-1492.
What are your payment terms for invoiced sales?
Unless otherwise stated in a signed contract, invoices are due in full within 15 days. Late charges accrue at 1.5% per month (18% per annum). Returned-check fee is $25 plus bank charges.
How will I receive a refund on a sale over $100?
No in-store cash refunds on purchases over $100. GatorTec will refund any sale over $100 by check mailed to you within 7–10 business days.
Can I exchange a new device I just bought?
Most new, still-sealed, non-CTO (non-custom-ordered) devices may be exchanged within 10 days of the original purchase date. Each exchange is evaluated on a case-by-case basis; the store manager has final discretion.
Can you ship products to me?
Yes — we can ship products to your home, work, or as a gift. Most of the time it's free. Call us at 352.505.7582 for details.
Service
Is there a diagnostic fee?
Yes — there's a $75 diagnostic fee on out-of-warranty Mac repairs. This can be applied toward the final cost of labor if you choose to move forward with the repair. 2012 and newer iMacs have a $115 diagnostic fee.
What does the diagnostic fee cover?
The diagnostic fee covers the cost of an Apple-certified technician fully testing your hardware and software to identify the issue. Once they've assessed it, they'll call you to explain the repair and quote. If you proceed, the diagnostic fee is applied toward the labor cost.
How long do repairs take?
Each repair varies based on complexity and the number of devices in our queue. Typical turnaround is 3–5 business days.
Should I back up my data before service?
Absolutely. Any time a device is worked on for hardware or software issues, there is a chance data could be lost. Apple has guides:
- iPhone or iPad: support.apple.com/en-us/HT203977 ↗
- Mac: support.apple.com/en-us/HT201250 ↗
How do I get AppleCare+ phone support?
AppleCare+ phone support is available 24/7 by calling 1-800-APL-CARE (1-800-275-2273).
Is service by appointment?
Yes — service is by appointment only. Please call or message us before bringing in a device. See our Service page for pricing and details.
