Frequently Asked Questions
ORDER HELPLINE
+44 1895 207100
How to order Samsca® (tolvaptan)?
Samsca® (tolvaptan) can be ordered by completing an online order form by visiting http://www.otsuka-europe.com. Samsca® can only be ordered by hospital pharmacies of EEA countries (excluding Germany,
Denmark, Finland, Norway, Sweden, Spain and UK)
How to complete the online order form?
The online order form is a simple way of ordering Samsca® (tolvaptan). Fields marked * are mandatory.
Once you have submitted the form, you will receive an e-mail notification that your online order was received and is being processed. This will also contain a unique Order Reference Number. This Order Reference Number should be used in all correspondences.
If you do not have a VAT number, please call the Order Helpline.
Why is my country not in the drop down menu?
Online orders can only be accepted for countries within the EEA (excluding Germany, Denmark, Finland, Norway, Sweden, UK and Spain).
For the following countries, please contact our local Otsuka offices directly on:
| UK | Otsuka Pharmaceutical (UK) Ltd or follow the link UK Order Form | +44 (0) 208 7424 300 |
| Germany | Otsuka Pharma GmbH | +49 (0) 691 700 860 |
| Denmark Norway Finland Sweden | Otsuka Pharma Scandinavia AB | +46 (0) 854 528 660 |
| Spain | Please find below the link to the AEMPS website and follow the procedure. AEMPS website |
How is my order processed?
Once you have submitted the online order form, this undergoes validation and checking.
Once the validation is completed, the order is then processed and sent to our distribution centre, from where Samsca® (tolvaptan) will be dispatched.
If the information submitted is incomplete and cannot be validated, then you will be contacted in order to obtain further information.
What is the MAXIMUM order?
The maximum order that can be placed is for 2 packs (10 tablets in a pack) of Samsca® in the following combinations:
1. two packs of 15 mg
2. two packs of 30 mg
3. or one pack of 15mg and one pack of 30 mg
Payment must be received by Otsuka Pharmaceutical Europe Ltd before any subsequent order(s) can be processed.
What is the cost of Samsca® (tolvaptan)?
€880 per 10 tablet pack inclusive of packaging and shipping and excluding VAT (if you do not have a valid VAT number, then VAT will be added to the cost)
How can I place a re-order?
Orders are processed dependent on validation checks and your payment record with Otsuka Pharmaceutical Europe Ltd.
Payment for your fulfilled order(s) must first be received by Otsuka Pharmaceutical Europe Ltd before a further order(s) can be processed.
A maximum of 2 packs of Samsca® will be supplied on credit at any time.
I want to change my order after placing it, how can I do this?
You can contact Otsuka Pharmaceutical Europe Ltd at +44(0) 1895 207100 and ask for a member of the Supply Chain Department or send an email to OPELSC@otsuka-europe.com - Monday to Friday (08.30 – 17.30) GMT (excluding holidays) explaining the need for change.
You will need to quote your Order Reference Number.
No change requests are accepted for orders that have already been dispatched.
How to make a payment?
An invoice will be issued to you via e-mail once your online order form has been validated, checked and dispatched by our distribution centre. The original invoice will be posted to the invoicing address.
All payments are due in Euros and within 30 days of dispatch from our distribution centre.
Please make a Euro bank transfer to
“Otsuka Pharmaceutical Europe Ltd.”
Bank of Tokyo-Mitsubishi UFJ, Ltd.
12-15 Finsbury Circus,
London EC2M 7BT,
United Kingdom.
IBAN number is GB13BOTK60010900718015
Swift/BIC is BOTKGB2L.
What is the delivery time?
Our aim is to have your order delivered within 5 working days after receiving the online order form.
You will receive an e-mail confirming the status of your order as soon as the product leaves our distribution centre.
How can I check the status of my order?
You can contact Otsuka Pharmaceutical Europe Ltd at +44(0) 1895 207100 and ask for a member of the Supply Chain Department or send an email to OPELSC@otsuka-europe.com Monday to Friday (08.30 – 17.30) GMT (excluding holidays) to check the status of your order. You will need to quote your Order Reference Number
What is the cancellation policy?
You can cancel your order prior to shipment from our distribution centre by contacting Otsuka Pharmaceutical Europe Ltd at +44(0) 1895 207100 and ask for a member of the Supply Chain Department or send an email to OPELSC@otsuka-europe.com Monday to Friday (08.30 – 17.30) GMT (excluding holidays) to cancel your order. You will need to quote your Order Reference Number
What is the return policy?
You can contact Otsuka Pharmaceuticals Europe Ltd at +44(0) 1895 207100 and ask for a member of the Supply Chain Department or send an email to OPELSC@otsuka-europe.com.
You will need to quote your Order Reference Number.
How to report an Adverse Drug Reaction?
If you want to report an Adverse Drug Reaction, please contact Otsuka Pharmaceutical Europe Ltd Pharmacovigilance Department on;
Telephone : +44 (0) 1895 207 100 (including out-of hours)
Fax : +44 (0) 1895 207 115
How to report a Product Quality Complaint?
If you want to report a Product Quality Complaint, please contact Otsuka Pharmaceutical Europe Ltd Quality Assurance Department on;
Telephone : +44 (0) 1895 207 100 (including out-of hours)
Fax : +44 (0) 1895 207 115
How to obtain Medical Information?
If have a medical information enquiry, please contact Otsuka Pharmaceutical Europe Ltd Medical Department on;
Telephone : +44 (0) 1895 207 100 (including out-of hours)
Fax : +44 (0) 1895 207 115
How to obtain the SmPC (Summary of Product Characteristics) and PIL (Patient Information Leaflet) in my own language?
Please visit European Medicines Agency EMA
Alternatively, please contact Otsuka Pharmaceutical Europe Ltd Medical Department on;
Telephone : +44 (0) 1895 207 100 (including out-of hours)
Fax : +44 (0) 1895 207 115
