Showing all 24 questions under this category.
The 'Shipping Addresses' section allows you to manage multiple delivery locations for your orders. Please follow the steps below based on your device.
Click the 'Person/User Icon' (the furthest one on the right in the header row).
Select 'Shipping Addresses' from the dropdown menu.
Note: You can also access this via the direct link on your 'My Page' dashboard.
Tap the 'Hamburger Menu' (the three-line icon) in the top-left corner.
Select 'Shipping Addresses' from the menu list.
Add or Edit Addresses: Register new delivery destinations or update existing contact details and physical addresses.
Default Settings: Designate your most frequently used address as the primary destination for faster checkout.
International Shipping Readiness: Ensure all address information is accurately entered in English (Roman alphabet), which is essential for seamless international transit and customs clearance.
For shipments to the United States, the FDA declaration process is handled by the carrier (DHL, FedEx, UPS, etc.) acting as your customs broker. You do not need to file a declaration directly with the FDA yourself.
Using their internal customs brokerage department, the carrier handles the Prior Notice (PN) filing and the submission of required information to the FDA based on the commercial invoice and documents prepared by us.
During the clearance process, the FDA may request additional details, such as the 'Purpose of Import' or a 'Physician's Prescription.' In such cases, please provide the requested information promptly following the instructions from the carrier.
To ensure a smooth FDA declaration, we prepare and attach accurate customs documentation that clearly specifies the active ingredients and the intended use of the products.
Prior Notice (PN): While a PN number is mandatory for importing pharmaceuticals or supplements into the U.S., this is typically processed automatically within the carrier's logistics system.
Risk of Import Refusal: If the FDA determines that a shipment exceeds personal importation limits (in terms of quantity or specific ingredients), there is a risk that the package may be returned or destroyed. We strongly recommend verifying local U.S. regulations regarding your specific items before placing an order.
Yes. We provide secure international transportation solutions using state-of-the-art Cold Chain technology to maintain a consistent 2℃ to 8℃ environment throughout the journey.
High-Performance Specialized Containers:
We utilize advanced vacuum-insulated containers (e.g., va-Q-tec) and thermal packaging designed to maintain stable temperatures for extended periods during international transit.
Real-time Temperature Monitoring:
Temperature Data Loggers can be included in your shipment to record thermal conditions throughout the flight and inland transit. This provides empirical proof of quality and ensures no temperature deviations occurred upon arrival.
GDP-Compliant Operations:
From our warehouse in Japan to your designated global destination, all handling is conducted under strict EU GDP (Good Distribution Practice) standards.
Customized Logistics Design:
We propose the optimal packaging configuration based on the shipping route, estimated transit time, and the climatic conditions of the destination. Please consult with our specialists during the quotation process for specific requirements.
Yes. In accordance with international GDP (Good Distribution Practice) standards, we implement rigorous temperature management tailored to the specific storage requirements of each product.
We select the most suitable packaging materials based on the product's requirements (e.g., 2℃ to 8℃, -20℃, or controlled room temperature).
High-Performance Containers (va-Q-tec): We utilize advanced vacuum insulation technology capable of maintaining constant temperatures for several days without an external power source.
Thermal Design: We optimize the use of gel packs and dry ice according to the transit distance and seasonal climate variations.
We support the inclusion of 'Data Loggers' (available as a paid option) to record temperature fluctuations throughout the journey. By extracting this data upon arrival, you can verify that no 'Temperature Excursion' occurred during the entire transit process.
Our specialized staff monitors for transit delays or customs bottlenecks, coordinating with carriers to take necessary actions for maintaining the required temperature.
Proof of Quality: If your institution requires strict validation of the cold chain, we strongly recommend consulting us about the use of a data logger prior to shipment.
Arrival Inspection: We encourage you to check the internal thermal condition and data logger readings immediately upon receipt as a secondary safety verification.
We apologize, but all transactions are conducted on a '100% Advance Payment' basis. We begin the procurement of products and preparation for shipment immediately once your payment has been confirmed.
The pharmaceutical market is highly volatile, with frequent price fluctuations and rapidly changing inventory levels. By requiring payment upfront, we can immediately secure the stock from manufacturers or wholesalers, ensuring that we honor the delivery timeline and unit price provided in your quotation.
The cross-border distribution of pharmaceuticals involves strict export/import regulations and complex customs procedures. To prevent fraudulent transactions and guarantee the reliable fulfillment of every order, we apply a uniform advance payment policy for all users.
Please remit payment to the account specified in your PI (Proforma Invoice).
Notifying us via Messages after completing the transfer can help expedite the verification process.
Once the funds are confirmed, your order transitions immediately into the shipping process.
For Urgent Orders: Bank transfers can sometimes take time to reflect in our system. If your order is time-sensitive, please send a photo or scan of your transfer receipt. This may allow us to begin procurement preparations in advance of the official fund reflection.
Continuous Business: Please be advised that advance payment is required for every individual order, regardless of your past transaction history with us.
Quotations issued on 'synapse' are, as a general rule, calculated based on 'EXW' (Ex Works) terms.
Prices reflect the cost of the products at the point of pickup from our warehouse (e.g., Osaka, Japan). This baseline price does not include international freight, customs duties, taxes, or insurance.
The cost of rigorous storage and handling under GDP (Good Distribution Practice) standards within our warehouse is already included in the quoted product price.
You can manage your shipping information at any time through the Shipping Address Management menu within your 'My Page' dashboard.
Changes to Confirmed Orders: Updating your profile does not automatically change the address for already submitted RFQs or confirmed orders. If you need to redirect an active transaction, you must contact your representative immediately via the 'Messages' function after updating your address.
Accuracy of Information: To ensure smooth international customs clearance and delivery, all address details, phone numbers, and recipient names must be entered accurately in English (Roman alphabet).
If you cannot find the 2FA verification email, it may be due to email server filtering or storage limitations. Please follow these troubleshooting steps in order.
Automated system emails are sometimes flagged by security filters and redirected to 'Spam,' 'Junk,' or 'Promotions' folders.
Search Tip: Look for emails from the sender domain: noreply@synapse.net.
Corporate email servers or ISPs may block automated system emails at the gateway level.
Recommended Action: Add @synapse.net to your 'Safe Senders' list or ask your IT department to permit (whitelist) incoming emails from this domain.
If your cloud storage (e.g., Gmail, Outlook) or your device's memory is full, you will be unable to receive new messages.
Solution: Delete unnecessary emails or files to free up space, then attempt to log in again.
If the code still does not arrive after performing the steps above, or if you suspect your registered email address is incorrect, please contact us via the Inquiry Form with the following information:
Yes, temperature loggers are available as a paid option. This ensures full traceability and guarantees product quality during the transportation of temperature-sensitive pharmaceuticals.
We place a temperature data logger inside the shipping container to record temperature fluctuations from the moment of dispatch to delivery. Upon arrival, the data can be retrieved to verify that the required temperature range (e.g., 2℃ to 8℃) was strictly maintained.
The use of a logger is an optional service. Costs vary depending on whether it is a rental unit or a single-use disposable device.
How to Request: Select the logger option on the Cart Page (or the final confirmation screen) before finalizing your order. Alternatively, you can request it directly from your representative via Messages.
We select the most appropriate device (e.g., USB-readable or Cloud-linked) based on the destination and the expected duration of transit.
Quality Assurance: Provides objective, data-driven proof of product stability upon arrival.
Risk Management: In the event of transit delays or external issues, the logger allows for an accurate assessment of any potential impact on the medication's efficacy.
Yes, this is available as a paid option. It is a highly reliable transport solution for international shipments requiring extended temperature stability or for products with exceptionally strict temperature requirements.
Handled by Us: As a paid option, we can arrange and prepare the high-performance container on your behalf.
Customer-Provided Materials: In certain cases, you may provide your own containers (e.g., va-Q-tec). You can send the packaging materials to our facility in advance, and we will use them to pack and ship your order.
Equipped with vacuum insulation panels, these containers can maintain specific temperature ranges (e.g., 2℃ to 8℃ or -15℃ to -25℃) for several days up to nearly 200 hours without an external power source.
Usage fees vary based on container size and transit distance. Additionally, since these are often rental units, a return logistics flow must be established. Please consult us via Messages or the Inquiry Form for specific details.
Recommended Use Cases: Ideal for regions with long transit times or for high-value products where the risk of temperature excursion in standard insulated boxes is too high.
Advance Coordination: If you are providing your own packaging materials, careful coordination is required between the arrival of your materials at our warehouse and the scheduled product dispatch. Please allow ample time for consultation.
You can monitor the real-time status of your uploaded documents directly on the Licenses management page.
On PC: Click the user icon at the far right of the header and select 'Licenses.'
On Smartphone: Tap the menu button (three-bar icon) at the top left and select 'Licenses.'
The page will display a list of your uploaded documents along with one of the following statuses:
Pending / Under Review: The document was received successfully and is currently being verified by our staff.
Approved: Verification is complete, and the license is officially accepted.
Rejected: The document was not accepted due to discrepancies. You will receive a separate email with specific details.
If you do not see the documents you believe you uploaded, the transmission may have failed due to a connection error or timeout during the upload process.
Solution: Please attempt to upload the files again using the 'Submit licenses' button.
Check: Ensure your file size is under 5MB and the format is PDF, JPG, or PNG.
We (the shipper) handle the creation and arrangement of the AWB. We manage the contracts with carriers (such as DHL, FedEx, etc.) and issue all necessary shipping labels, so no procedures are required on your part.
As soon as your order is ready for dispatch, we issue the Air Waybill (AWB). This document contains essential information including shipper/consignee details, delivery address, piece count, weight, and the unique Tracking Number.
The tracking number is finalized the moment the AWB is issued. Once the shipment is dispatched, you can track its progress in real-time via the automated notification email sent by our system or through your Order History on My Page.
The AWB serves as a critical piece of evidence alongside the Commercial Invoice, acting as the primary contract of carriage during customs inspections in the destination country.
Specifying Direct or Forwarded Delivery: The AWB lists the Consignee (receiver) information exactly as provided. If you require direct delivery to a hospital/clinic or a specific freight forwarder, please ensure the delivery address is correctly designated before finalizing your order.
Accessing Digital Copies: If you require a copy of the AWB for your records, you can view the detailed status on the carrier's website via the link in your dispatch notification. For a specific PDF copy, please request one through Messages.
Yes, the use of a temperature data logger is available as a paid option. It is used to record temperature fluctuations during transit and to perform quality verification upon arrival.
The fee covers the rental of the logger device itself, as well as the administrative costs for data extraction and the generation of a post-transport temperature report.
The device measures and records the temperature inside the shipping container at pre-set intervals (e.g., every 10 minutes). By connecting the device to a computer upon arrival, you can extract the data to prove that the required temperature range (e.g., 2℃ to 8℃) was maintained throughout the entire transport process.
Single-Use Type: No return is necessary. After extracting the data, you may dispose of the device locally.
Reusable Type: For certain high-performance loggers, we may request that the device be returned. In such cases, details regarding return shipping costs will be provided at the time of quotation.
GDP Compliance: For the transport of biologics, vaccines, or other high-value products where strict quality management is mandatory, we strongly recommend the use of a data logger to ensure compliance with GDP (Good Distribution Practice) standards.
Synergy with va-Q-tec: Combining a logger with a high-performance container (va-Q-tec) allows you to accurately track whether a 'Temperature Excursion' occurred, especially in the event of unforeseen customs delays.
The lead time for procurement varies by product. Please refer to the specific delivery date provided in your 'Quotation Response.'
After you submit a quotation request, we verify the stock status with our suppliers and provide an 'Estimated Lead Time.' You can find this information on the details page of your 'Quotes' history.
In-stock Items: If the product is in our warehouse or a partner facility, shipment preparation will typically be completed within a few business days after payment confirmation.
On-Request Items: For products that must be sourced directly from the manufacturer, it may take 1 to 2 weeks (or longer for certain items) for the stock to arrive at our facility.
Rare or Cold-Chain Items: Products requiring specialized procurement channels or high-performance thermal packaging (e.g., va-Q-tec) may require additional adjustment time.
The Starting Point: Please note that the lead time is calculated from the 'Date of Payment Confirmation,' not from the date the quote was requested.
Fluctuation Risks: Due to potential drug shortages in the global market, delivery may occasionally be delayed or the product may become unavailable after the quote is issued. In such cases, we will immediately update you via Messages.
Yes. You can choose from major global carriers such as FedEx, DHL, and UPS according to your preference.
We support international courier services with extensive global networks, including:
FedEx / DHL / UPS, etc.
If you have an existing contract with a carrier, we can arrange for 'Freight Collect' shipping using your account number (Import Account No.). When requesting a quotation, please provide the carrier name and your account number.
Customs Stability: If you have a proven track record of successful imports with a specific carrier, continuing to use them can reduce the risk of unexpected customs issues.
Cost Optimization: Utilizing your own negotiated rates with a carrier may help minimize your overall transportation costs.
Regional Expertise: The efficiency of customs clearance can vary by carrier depending on the destination country or region. If you are unsure which to choose, our specialists can recommend the most suitable carrier based on past shipment performance.
Compatibility with Temperature-Controlled Shipping: When using high-performance insulated containers like va-Q-tec, we may recommend a specific carrier depending on the size and weight of the shipment to ensure optimal handling.
We apologize, but to ensure the quality and safety of your products, we strictly recommend the use of high-performance 'va-Q-tec' insulated containers for all pharmaceuticals specified for refrigerated transport (2℃ to 8℃).
Standard packaging using typical gel packs is highly susceptible to external temperature fluctuations. During long-distance international transit or unforeseen customs delays, there is an extremely high risk that the required temperature range (2℃ to 8℃) will not be maintained.
Extended Temperature Stability: These containers can maintain a constant internal temperature for several days without any external power source.
Resilience to Ambient Extremes: They protect pharmaceuticals from damage (such as freezing or overheating) even under extreme summer heat or winter cold.
Evidence of Quality Assurance: va-Q-tec consistently protects the integrity of temperature-sensitive biologics and vaccines from dispatch to delivery.
Risk of Temperature Excursion: If a 'Temperature Excursion' (exposure to temperatures outside the specified range) occurs due to inadequate packaging, the pharmaceutical may degrade, rendering it ineffective or, in some cases, hazardous to patient health.
Balancing Cost and Safety: While va-Q-tec is a paid option, we recommend it as the most reliable shipping method, considering the high value of the products and the inherent risks of international logistics.
We apologize, but due to the sensitive nature of our products, we cannot accept any exchanges or returns of pharmaceuticals for customer reasons. In the event of damage suspected to have occurred during transit, please verify the compensation status with your carrier.
Pharmaceuticals require strict temperature control and specific storage conditions. Once a product has left our chain of custody and entered the hands of a customer, we can no longer fully guarantee the integrity of its storage environment. Therefore, for safety and quality reasons, we cannot accept returns or resells.
If you discover damage to the outer packaging or signs of leakage upon arrival, please follow these steps:
Preserve the Evidence: Take clear photographs of the packaging materials and the specific damage exactly as they arrived.
Report to the Carrier: Immediately contact the carrier listed on your invoice (FedEx, DHL, UPS, etc.) to file a Damage Report.
Insurance Claims: Procedures for compensation under transit insurance will proceed according to the specific terms and conditions of the carrier.
After filing a report with the carrier, please share the situation with us via Messages. We can assist by following up with the carrier or consulting on the procurement of replacement items if necessary.
Final Verification Before Ordering: Please carefully double-check the drug type, specifications, and quantity before requesting a quote and finalizing payment.
Inspection Upon Receipt: When receiving your package, if there is obvious external damage, point it out to the driver immediately and ensure you write 'Damaged' next to your signature on the delivery receipt.
As a general rule, shipments can only be sent to the official addresses of medical institutions, research facilities, or other organizations registered on your 'Licenses' page. Delivery to private residences is not permitted, except in specific cases where local national regulations or direct-to-patient protocols apply.
Based on GDP (Good Distribution Practice) and international import regulations, we are obligated to ship only to locations where a 'qualified recipient' (licensed professional) is present. Therefore, shipping is restricted to locations that have been registered, reviewed, and approved under the Licenses section of your account.
Exceptions may be made only in certain countries or regions where 'Direct-to-Patient (DtP)' shipping based on a valid prescription is legally recognized and compliant with local pharmacy laws.
If you wish to add a new medical institution or facility as a delivery destination, you must first register the new license information and submit the address details via the [Licenses] page. Once our team has reviewed and approved the documentation, it will become selectable during the quotation process.
Verify Import Regulations: Restrictions on personal imports and required documentation vary significantly by destination country. If you are uncertain, please consult us via Messages regarding local regulatory conditions before requesting a quote.
Precise Recipient Details: To prevent misdelivery within a large facility, always ensure that the facility name, department name, and the name of the responsible individual are accurately provided in the shipping details.
Yes. You may freely specify your preferred carrier from major providers such as FedEx, DHL, and UPS to suit your requirements.
Please inform us of your preferred carrier name in the comment section when requesting a quote, or via Messages before finalizing your order.
If you have a direct contract with a carrier, we accept 'Freight Collect' shipments using your account number. This allows you to apply your own negotiated rates (discounted fares) and optimize your overall transportation costs.
Customs Stability: If you have a proven track record of successful imports with a specific carrier, continuing to use them can streamline customs verification and reduce the risk of delays.
Optimized Delivery Speed: The strength of a carrier's network can vary by region (country or city). Selecting the optimal carrier for your specific location can significantly shorten lead times.
Our Recommendations: If you do not have a specific preference, we can suggest the most reliable carrier based on the product's requirements (such as temperature control) and the current logistics situation in your destination area.
Temperature-Controlled Transport (e.g., va-Q-tec): When using high-performance thermal containers, certain carriers may offer more optimized routes depending on the size of the shipment and the destination. Please consult our specialists for detailed advice.
Supply information is available in two primary locations: the 'Medicine Supply Information' page and the 'Product Detail' pages.
This page provides a list of the latest updates, including manufacturer discontinuations, shipment adjustments, and supply resumptions. You can filter the information by active ingredient name or manufacturer for quick access to relevant updates.
Search results and individual product screens reflect current supply statuses in real-time. Look for specific labels such as:
Limited Supply: Subject to shipment adjustments.
Discontinued: Production or supply has ceased.
Shortage: Temporary supply deficit.
Reliability of Information
Our supply data is regularly updated based on official documents released by manufacturers and direct notifications from authorized wholesalers.
Considering Alternatives: Even if a product is marked as 'Discontinued' or in 'Shortage,' other brands or generic versions with the same active ingredient may be available. We encourage you to use the search function to explore these options.
Direct Inquiries: For more specific information regarding lead times or future outlooks for a particular product, please contact our specialists directly via Messages.
This message indicates that the Email Address you entered is already registered as an active account in our system. Please follow the resolution flow based on your situation.
Our system does not allow multiple accounts to be created with the same email address. If you have previously completed a trial or full registration, you must use that existing account.
Solution: Go to the login screen and click the 'Forgot your password?' link. If the address is registered, you will receive a password reset email, allowing you to regain access immediately.
Even if you don't remember signing up, another member of your organization may have already registered using that specific email (or a shared company address).
Solution: We can verify the registration details (such as the registration date and associated company name). Please contact us via the Inquiry Form with your Full Name and Organization Name.
Search Your Inbox for Past Correspondence: Search your email history for keywords such as 'synapse.net' or 'noreply.' If the address is already registered, you should find a previous confirmation or notification email, confirming your account's existence.
Membership registration and ongoing system usage for 'synapse' are completely free of charge. There are no registration fees or annual dues.
There is absolutely no cost associated with creating an account (Sign-up), searching for products, or submitting a Request for Quote (Estimate Request).
You are only responsible for payment once a formal Order is placed and the transaction is finalized. These costs consist solely of the product price and related shipping/logistics expenses.
There are no hidden costs, such as monthly subscription fees or account renewal charges, required to maintain your active status on the platform.
By registering for a free account, you gain immediate access to our latest pharmaceutical database and the ability to obtain detailed pricing through our estimation system. You can begin your market research with zero financial risk. We invite you to experience the platform by clicking 'Sign up.'
Files shared within a message thread can be viewed or saved by following these steps.
Look for the 'Paperclip Icon' (📎) or the filename displayed within the specific post in your message thread.
Click the filename or the paperclip icon to initiate a download or display the file in a new browser tab.
PDF Files: These usually open directly in a new browser tab. You can view them there or save them to your device using the download icon in the top-right corner.
Images (JPG/PNG): Clicking these will either enlarge the image for viewing or trigger an automatic download, depending on your browser settings.
Office Files (Word/Excel): If the file cannot be previewed in the browser, please download it to your device and open it using the corresponding application.
Pop-up Blocker: Your browser settings may be blocking the file from opening in a new tab. Check for a notification or icon near the address bar that indicates a blocked pop-up.
Required Applications: To open Word or Excel files, the appropriate software must be installed on your device.
Filename Corruption: In rare cases, filenames containing special characters may not open correctly. If this happens, try right-clicking the file and selecting 'Save link as...' to download it with a new name.
We apologize for the concern regarding your shipment. Please first check the 'Carrier' (FedEx, DHL, UPS, etc.) and the 'Tracking Number' provided in your Orders history, and use the carrier's online tracking service for the most immediate updates.
Go to your Orders (Order History) page and click 'View Details' for the relevant order. If the shipment has been dispatched, the carrier name and tracking number will be displayed there.
International shipments can be delayed due to customs processing, weather conditions, or logistical congestion. By contacting the carrier's customer support directly with your tracking number, you can obtain the most accurate information regarding the current location and estimated arrival time.
Please reach out to us via Messages as soon as possible in the following situations:
The tracking information has not been updated for several days, and the carrier cannot provide a clear explanation.
Customs requires additional documentation or information specifically from the Shipper (Kosei Pharmaceutical).
Customs Hold: Depending on the regulations of the destination country, additional verification may be required by local authorities.
Address Discrepancies: If there is an error in the delivery information, the package may be held at the carrier's local facility.
Temperature-Controlled Shipments (e.g., va-Q-tec): For sensitive items, we prioritize monitoring these shipments in coordination with the carrier to ensure delivery is completed while the thermal insulation remains effective.