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Product Information
Where can I get more information about GTIN?

ORIGIN
Sanofi will be using ORIGIN, a HDA data repository created in partnership with ValueCentric, to communicate GTIN (Global Trade Identification Number) data to downstream trading partners as a more efficient way than to receive and maintain information via spreadsheets. ORIGIN is a 3rd party vendor managed web portal to help with the setup of product GTIN information in vendor systems. This tool may assist you in setting up new products in your database. To access GTIN Master Data to set up your systems, please use ORIGIN. In addition, Sanofi will use HDA’s ORIGIN to store any Product Master Data that may be required by our trading partners. For more information about ORIGIN, please click here.

Verification Routing Service (VRS)
Sanofi will use Adents as our Verification Routing Service (VRS) starting in Nov 2019 to verify GTIN, serial number, lot and expiry on products. The 2019 regulation calls for any Serialized returns to be verified against a manufacturers system of record before it can be resold. Sanofi will be ready, as per this regulation, by being part of the Verification Router Service.

Product Serialization Verifications
For product serialization verifications, please email serialization24@sanofi.com with the following information:
  • GTIN
  • Lot #
  • Serial #
  • Expiration Date

Our Customer Service team will contact you with a verification response within (24) hours.

Sanofi will be in compliance with the November 2019 regulation to authenticate and verify saleable returns.

Please email serialization24@sanofi.com with any additional questions.


How can I find prescribing information for a Sanofi product?

If you are a healthcare professional seeking prescribing information please click here.


How can I find more information about a product quality / technical complaint or report?

  1. If you are a healthcare professional or a patient seeking to report an product quality or technical complaint, please click here to fill out and submit the Contact Us form.
  2. If you are a retail pharmacy looking to report a product technical complaint, please click here to fill out and submit the Contact Us form.


How can I find more information about reporting an adverse event?

If you are a healthcare professional or a patient seeking to report an adverse event, please call 1-800-633-1610 (option 1) to reach Medical Information.


How can I obtain information about the Patient Assistance program?

Please click here for information regarding Patient Assistance or please call 1-888-847-4877.


How can I obtain information about product samples?

Please click here to access the samples website. You may also click here to fill out a Contact Us form or or email your inquiry to cs@sanofi.com.


Where can I obtain information about the MS One to One program?

Please click here for more information.


How can I obtain information on product savings and savings cards?

Please call 1-866-390-5622 for Lantus, Apidra, Toujeo, or Soliqua and 1-855-820-0275 for Multaq. Information on savings programs can also be found online here.


Is there a link for Consumer Product Safety Information Act (CPSIA) compliance certificates?

Please click here for more information.




Ordering Trade Products and General Inquiries
What are the core hours of operation to place trade orders and for general customer service inquiries?

The core hours of Customer Service operations are Monday thru Friday 8:30AM – 5:00PM EST. To place all orders, please email usorders@sanofi.com. For assistance with order status updates, please email CustomerSupport@sanofi.com. For assistance with patient & HCP general inquiries, refund status or replacement status, please email cs@sanofi.com.


How can I obtain information regarding my order status, tracking, or product availability?

Please email Customer Service at CustomerSupport@sanofi.com.


Where can I go to obtain information on MySynvisc or the Synvisc web ordering platform?

Please contact your sales professional by emailing us at CustomerSupport@sanofi.com.


How can I get a copy of my invoices or credit memos?

Invoices and credit memos can be sent via email or mail – for assistance, please email your inquiry to CustomerSupport@sanofi.com.


How can I find the name and contact information of my local sales professional?

To locate a sales professional, please email us at CustomerSupport@sanofi.com.


How do I obtain information regarding the Drug Supply Chain Security Act (DQSA)?

If you would like to obtain more information regarding DQSA, please email us your inquiry to Serialization24@sanofi.com.


I misplaced a packing list for a shipment. How can I obtain a copy?

For assistance with obtaining copies of your packing lists, please email either a copy of the sales order, the purchase order number, the order confirmation or the invoice number to CustomerSupport@sanofi.com.


What is the holiday shipping schedule?

Please click here for the holiday shipping schedule.




Purchasing Account Creation and Updates
What information is needed to update or create an account?

Prior to creating a new account, please provide us with the following information: Valid DEA registration or HIN (Health Industry Number) number, State License, and Tax ID.


How can I obtain a copy of the New Customer Application?

Please click here to obtain a New Customer Application. Please call 1-888-379-6847 for instructions on sending in the completed application form or fax to 1-908-243-9201.




Accounts Receivable and Credit Questions
How can I pay an invoice or apply an existing credit?

Please call our Accounts Receivable department at 1-908-981-5593.




Returns and Claims Questions
How can I obtain a copy of Sanofi Trade Policies?

Please click the link to obtain a copy of our Winthrop Trade Terms or Sanofi US Trade Terms.


I have an issue with my shipment; it arrived late, damaged, or incomplete. How can I initiate an order claim or discrepancy?

If you have an order discrepancy, please email this completed Claim Form to RLCD@sanofi.com.




Additional Questions
How can I contact a specific employee? Do you have an employee directory?

Please call our main Contact Information line at 1-908-981-5000.


How can I obtain a copy of Sanofi’s W9?

A copy of our W9 can be obtained by calling 1-908-981-5593 or click here.


How can I access Sanofi Licenses online?

Please click here to login and validate our DEA license number.

Please click here to look up our VAWD (Verified-Accredited Wholesale Distributors®) accreditation.

Please click here to look up our State license via Board of Pharmacy. Click on the state you are looking for and it will direct you to the corresponding Board of Pharmacy website.

Please click here to look up our Wholesale Drug Distribution license. Query under the states of Georgia (Forest Park), Nevada (Reno), or Pennsylvania (Taylor).


How can I access more information on the US Sanofi Leadership team?

Please click here to access our leadership webpage.




If you still have a question please click here to fill out the Contact Us form and one of our Customer Service Representatives will contact you.
Last updated August 2019