Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Entering the Tovrea Castle at Carraro Heights Ticket Lottery

QHow does the Lottery work?

A:  A limited number of tickets for select tours will be sold via a Tour Ticket Lottery at

You are entering the Lottery to win the opportunity to PURCHASE Regular Tour Tickets. This is NOT a lottery for FREE tickets.

To Enter: Click the “ENTER” button, select the tour(s) you want to attend and fill out the information form. Make sure the name you enter matches the name on your photo ID. If you are a Winner, you must present a valid, non-expired photo ID at the Visitor Center to attend your tour. Please note: We cannot accept photocopies of IDs.

You will be notified via email soon after the Lottery closes if you are a Winner.  This email will include an invoice and/or link to pay for your tickets online. If a Winner cancels before their tour, Entrants next in line will be contacted about purchasing those same tickets.

If you are selected as a Winner, you have 72 hours to pay for your tickets online. Major credit cards are accepted.  No checks or cash by mail or in person are accepted for the payment of your tickets.

IMPORTANT: If you do not pay for your tickets by the deadline listed in your confirmation they will be released and re-sold to others in the Lottery.

After you pay online and receive your paid, payment confirmation email, your name will be placed on the Guest List for that day’s tours.   NO HARD-COPY TICKETS ARE SENT. Please bring a valid photo ID with you when you check in at the Visitor Center, 5025 E Van Buren St, Phx.

If you did not win, you can always come back and try again when future tour tickets are released.

Q:  I don’t see an “ENTER” button. How do I enter the Lottery?

A:  The “ENTER” button will only appear once the Lottery is open and accepting entries. Until a Lottery is open it will be listed as “Upcoming.” The opening date and time of an upcoming Lottery is listed under “Lottery Status.” If you are not seeing the “ENTER” button after the Lottery opening time, please refresh the page or try a different browser.

If this still does not work, you may want to try clearing the cache on your browser.

QIs there a Lottery every day?

A:  Tour Tickets are released via Lottery several times each year.   Please check the Tour Ticket page at for more information including opening dates. Please note that the schedule is subject to change at any time.

QHow many times can I enter a Lottery?

A:  You may enter a Lottery for a specific group of tickets only once. Multiple entries for the same group of tickets will not be accepted.  You may choose three (3) different dates when entering the Lottery for 1, 2, 3 or 4 tickets per tour with a maximum of 4 tickets per tour.  If you win, you will only win one of the tour days entered.

QCan I enter the Lottery for more than one tour at a time?

A:  Yes, you may choose up to three (3) but you will only win one Lottery for tours.

QAfter submitting my entry, I got a message to check my email but I never received the email. What should I do now?

A:  Some email filtering programs may designate the email we send you as spam or junk mail. We recommend checking your spam folder and/or junk email folder to locate the email we sent to you. You will need to click a link in that email to officially enter the Lottery. We also recommend that you add to your address book so that you will easily receive any emails that we send to you.

Q:  May I enter the Lottery if I am under the age of 18?

A:  No. As outlined in the terms and conditions, Lottery entrants must be at least eighteen (18) years of age. Winners will need a valid photo ID that exactly matches the first and last name of the Lottery entrant in order to successfully check in the day of the tour.

QHow are the Winners contacted?

A:  Winners are contacted by email AFTER THE CLOSE OF THE LOTTERY. Winners have 72 hours to purchase their tickets from the time they are notified.

Selection Process

QWhat time can I expect to hear if I won or lost?

A:  You will be notified via email after the closing date listed for the specific Lottery you entered. This will vary by Lottery. If you are not an initial Winner, you may hear a few weeks later; this happens when initial Winners do not pay for their tickets in the time period provided and you may be next in line.

QI didn’t receive an email letting me know if I won or not. What should I do?

A:  If you did NOT win, you will NOT be notified.  Only Winners will be notified via email.

If you did win tickets, you will be able to pay for them via link in your winning email notification.  Keep in mind that you will only have 72 hours from the time you are notified to pay for the tickets – notifications begin to be emailed after the Lottery closes.

Q:  Has my entry been received?

A:  You will receive an email confirming your Lottery entry immediately after submitting your entry as well as a pop up ‘Thank You’ confirming your submission.  If you do not see this email, check your ‘junk’ or ‘spam’ folders in your email account. If you do not see the pop up, your pop up blocker may have stopped it.

QHow many people win the Lottery?

A:  The number of Lottery Winners varies by tour. No one wins more than 4 tickets in any Lottery.

QHow do you pick Winners?

A: Winners are chosen randomly. If you are a Winner and chose multiple tour times within the same entry you will only win one tour time.  If you submit multiple entries, using the same email, same name or same IP address, all but the first entry will be canceled, automatically. 

QHow can I get tickets if I don’t win?

A:  Tickets are initially only available through the Lottery system. Occasionally tickets are canceled at the very last minute. When this happens, those tickets are made available on the website at Last-Minute Tour Tickets

Winner Information

Q:  If I win, where will my seats be?

A:  Seats are not assigned for tours.    

Q:  I chose the wrong number of tickets. Can I change the number of tickets I want?

A:  No, once your entry has been submitted the number of tickets requested cannot be changed. No additions to your tour group can be made nor can partial refunds be made.

Q:  I won 2 tickets, but I only want to purchase 1. Is that possible?

A:  No, the number of tickets requested is the number of tickets that must be purchased if you have won.

Q:  When can I pick up my tickets? What do I need to do?

A:  If you win an opportunity to purchase tickets via the Lottery, pay, and receive your payment confirmation email – your name will then be placed on the Guest List for that tour day.  There are no physical tickets; no tickets will be sent.  Your paid tour confirmation is your tour receipt. You must present a photo ID matching the name on the Guest List the day of your tour.

Q:  Can I pick up my tickets earlier than 30 minutes prior to the tour?

A:  No, no tickets are sent or picked up.  Your name is on the Guest List at the Visitor Center the day of your tour.  Please arrive 15 minutes prior to your tour time to check in.

Q:  Is the price listed on the site the cost to enter the Lottery or the cost of the ticket?

A:  The price listed is the cost of each ticket. There is no charge to enter the Lottery.

Payment Questions

QI won! How do I pay?

A:  If you win, you will receive an email with a link to make payment online as well as further information about the tour. Major credit cards are accepted.

QHow long do I have to pay for my tickets?

A:  You have 72 hours from the time you are notified via email to pay for your tickets.  The Lottery closing date is listed online at the time of entry as well as in the email confirming your entry. If you are a Winner, you will be notified after the Lottery closes so keep an eye on your email. Should you be selected as a Winner, the payment deadline will be included in your Winner notification email.

Q:  I wasn’t able to pay within 72 hours. Is there any way to pay for tickets after?

A:  Unfortunately, no. Once the payment window has closed, tickets will be released to other Entrants and are no longer available to you.

Q:  I was in the process of paying, but when I tried to submit payment I was told the payment window had closed. Can I still pay?

A:  Unfortunately, no. Late payments cannot be accepted. Payment needs to be fully submitted within 72 hours of your winning notification email being sent.  After that deadline, the tickets are released to other Entrants and are no longer available to you.

QMy credit card is being declined. What should I do?

A:  First, please make sure you are entering the correct information. If your credit card is still being declined please try using a different credit card.  If it continues, call your credit card company right away.  You only have 72 hours after you are notified to pay for your tickets before they are released to other Entrants and are no longer available to you.  If your credit card is declined, for any reason, after your purchase has been approved, but prior to Tovrea Carraro Society receiving the funds, Tovrea Carraro Society will contact you immediately.  If no other funding source is supplied, the tickets will be released to other Entrants and will no longer be available to you.

QI already paid for my tickets, but can’t make the tour. Is it possible to receive a refund or exchange the tickets for a future tour?

A: Unfortunately, we are unable to offer exchanges or partial refunds. However, we can refund ALL of the tour tickets purchased up to 72 hours of the start time of your tour.  Please be aware that there are no tour refunds within 72 hours of your selected tour date.  Tour refunds are for every ticket you have purchased e.g. 4 tickets purchased on same credit card, cannot refund only 2 tickets, but all 4!

All refunds must be requested from and approved by Tovrea Carraro Society.  The ticket Winner/Purchaser may call us at 602/256.3221 or email us at to request a refund.  Remember, this must be at least 72 hours before your tour.

We are unable to make exchanges between dates.  There is NO RESELLING of tickets under any circumstances.

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