Frequently Asked Questions

ORDER HELPLINE
01773 515 171
(Customer Service)

How to order Samsca® (tolvaptan)?

Samsca® (tolvaptan) can be ordered by completing an online order form by visiting http://www.otsuka-europe.com.

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.

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 cost of Samsca® (tolvaptan)?

£746.80 per 10 tablets incl. packaging and shipping and excluding VAT.

How can I place a re-order?

Orders are processed dependent on validation checks and your payment record with Unidrug Distribution Group Ltd (UDG).

I want to change my order after placing it, how can I do this?

You can contact Unidrug Distribution Group Ltd (UDG) at 01773 515171 and ask for Customer Service or send an email to csg.udg@udg.co.uk - Monday to Friday (08.30 – 17.00) 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 GBP and based on UDG's credit terms.

What is the delivery time?

Our aim is to have your order delivered within 3 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 Unidrug Distribution Group Ltd (UDG) at 01773 515171 and ask for a member of the Customer Service Department or send an email to csg.udg@udg.co.uk Monday to Friday (08.30 – 17.00) GMT (excluding holidays) to check the status of your order. You will need to quote your Order Reference Number

What is the cancellation policy?

What is the return policy?

You can contact Unidrug Distribution Group Ltd (UDG) at 01773 515138 Monday to Friday (09:00-17:00) and speak to a member of the Returns Department. Alternatively, you should fax your request for Return and Uplift of Stock to: 01773 515196.

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 (U.K.) Ltd Pharmacovigilance Department on:

Telephone : 0208 756 3100 (out of hours: 07795 426 048)
Fax : 0208 848 0529

How to report a Product Quality Complaint?

If you want to report a Product Quality Complaint, please contact:

Telephone : 0208 756 3100 (out of hours: 07795 426 048)
Fax : 0208 848 0529

How to obtain Medical Information?

If have a medical information enquiry, please contact Medical Information on;

Telephone : 0870 192 3283 (including out-of hours)

How to obtain the SmPC (Summary of Product Characteristics) and PIL (Patient Information Leaflet) in my own language?

Please visit European Medicines Agency (EMEA) http://www.emea.europa.eu/humandocs/Humans/EPAR/samsca/samsca.htm

or contact Medical Information on:

Telephone : 0870 192 3283 (including out-of hours)
Email : otsuka@medinformation.co.uk