FAQ

ORDER HELPLINE

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, Italy, UK, Luxembourg where product is already commercially available)

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.

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, Italy, UK and Spain). For the following countries, please contact our local Otsuka offices directly on:
Country Company Telephone
UK Otsuka Pharmaceutical (U.K.) Ltd  +44 (0) 208 3747 5000
Germany Otsuka Pharma GmbH +49 (0) 691 700 860
Denmark
Norway
Finland
Sweden
Otsuka Pharma Scandinavia AB +46 (0) 854 528 660
Italy Otsuka Pharmaceutical Italy +39 (0) 2 006327 10
Spain Otsuka Pharmaceutical S.A +34 932 081 020
France  Otsuka Pharmaceutical France S.A.S  +33 47 08 00 00

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)?

€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. Please refer to the "How can I make a payment" section for our credit terms.

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

You can contact the dedicated customer service desk on +49 3241 94 7979 – Monday to Friday (08:30-17:30) CET (excluding holidays) or send an email to 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 can I make a payment?

An invoice will be posted to the invoicing address once your online order form has been validated, checked and dispatched by our distribution centre. Our payment terms are strictly 30 days net. We do not apply early payment discounts. We may at our discretion refuse or limit further supply on overdue accounts. Please quote the Otsuka invoice reference on all payments. We can only accept payment in Euros by bank transfer to the account below. Cheque payments will be returned to sender at your risk. 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 GB22 BOTK 6001 0900 2950 30
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 the dedicated customer service desk on +49 3241 94 7979 – Monday to Friday (08:30-17:30) CET (excluding holidays) or send an email to 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 the dedicated customer service desk on +49 3241 94 7979 – Monday to Friday (08:30-17:30) CET (excluding holidays) or send an email to to cancel your order. You will need to quote your Order Reference Number.

What is the return policy?

You can contact the dedicated customer service desk on +49 3241 94 7979 – Monday to Friday (08:30-17:30) CET (excluding holidays) or send an email to . 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)203 7475000 (including out-of hours)
Fax : +44 (0) 1895 207 115
Email Address : 

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)203 7475000 (including out-of hours)
Fax : +44 (0) 1895 207 115

How to obtain Medical Information?

If you have a medical information enquiry, please contact our Medical Information team who would be happy to help. Link: https://www.otsuka-europe.com/eu/medical-information. If you want to obtain the SmPC (Summary of Product Characteristics) and PIL (Patient Information Leaflet) in your own language, please visit the European Medicines Agency website. What is the Privacy Policy? What is the Data Protection Policy?

Date of preparation: January 2019

Reference OPEL/0318/TOL/1008a(1)

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