Popular questions
We aim to provide a bespoke service experience to help you meet the needs of your patients. Find below detailed answers about Clinigen Direct, relevant regulation, purchasing, shipping and delivery.
Where is Cliniport and how can I access it?
We have upgraded Cliniport to provide a better digital experience for our customers. Our new platform is called Clinigen Direct. Follow the instructions on the log in page to transfer your Cliniport account to Clinigen Direct.
If you have not placed an order through Cliniport in the last year you will need to request for a new online ordering account to be created. Please complete this short registration form and Customer Service will send you an invitation to complete your account setup.
Why has Cliniport changed?
We are committed to providing the best possible experience for our customers to order medicines from us. Cliniport was over 10 years older and required an upgrade. Our new platform offers the same functionality as Cliniport but with a better design, enhanced features such as order tracking and additional product information and increased security.
Find out about how we import medicines and the services we are able to provide to help you source medicines.
What type of medicines do you have in stock?
Our focus is on specialty pharmaceuticals that are ‘hard to find’, whether because they are pre-approval, yet to launch in your market or in shortage. The best way to understand how we can help is to try searching for a medicine using the search bar above. If you create an account and login, you can also browse medicines alphabetically or by therapeutic area.
How do I order medicines from you?
Create an account and have access to:
- Search or browse our product catalogue
- Check stock and availability
- Download product documentation
- Access invoices
- Place and manage your orders online
- Manage platform access for you and your colleagues
Can I download or view a full product list?
Our product/price list is available to browse when you log in.
If you do not have a Clinigen Direct login, you can sign up for an account.
Please note, access to Clinigen Direct is provided to verified healthcare professionals only.
Do you import medicines? How are you different to a pharmaceutical wholesaler?
We are a global business with offices in 14 countries and a comprehensive network of relationships with pharmaceutical manufacturers and wholesalers. While some wholesalers will attempt to import medicines to meet demand in their market, we believe our reach and expertise are unrivalled.
Do you provide manufactured products also known as specials?
Manufactured products or ‘specials’ can be provided to healthcare professionals by our Irish business, please visit www.clinigengroup.ie
In which countries do you hold pharmaceutical wholesale licenses?
We hold wholesale licenses for the supply of medicinal products in Australia, EU (Ireland), Hong Kong, Japan, Malaysia, New Zealand, South Africa, Australia and Singapore, USA and UK.
Can I get a Certificate of Authenticity or approved product information (SPC, PIL) for your products?
We have specialist in-house Medical Information, Quality and Regulatory Affairs teams who support our Customer Services team when specific documentation is required.
How does your Customer Services team work?
Our Customer Services team consists of over 50 people in offices around the world. Together, we speak more than 25 languages and have an unrivalled practical knowledge of how to supply and distribute unlicensed medicines.
How can I find out more about your Quality Standards and Quality Management System?
Read more about our approach to Quality, both internally and across our supply chain.
Can you over-label your products?
We offer an in-house over-labelling service on request.
Find out who can use Clinigen Direct, how to setup an account and what information we require to verify you are a healthcare professional.
Who can sign up for an account?
Clinigen Direct is a service designed for healthcare professionals. In some circumstances we will also support specialist pharmaceutical wholesalers.
How do I create an account?
To get started with online ordering please sign up for an account.
Our Customer Services team will review and validate the information you provide. For existing Clinigen customers you will receive an invitation to complete your online account setup. If you are not a Clinigen customer already, we will take you through a process to validate that you are a healthcare professional. In most cases you will receive access within 24 hours.
What documentation do I need to have my account validated?
Each country holds its own appropriate equivalent of what we refer to as a licence to hold and dispense/store and distribute medication, or ‘to practice medicine’. Providing this documentation when placing your first order will ensure your request is completed within the expected timeline. If you are not aware of the specific requirements in your country, our Customer Services team will be happy to help. We will also require a completed New Account Form which our team will send you.
How do you validate my hospital/receiving site so that you can deliver the medicines I need?
Clinigen has a responsibility to ensure that any locations receiving medicinal products are officially authorised by their local governing body. Clinigen Customer Services will identify that a location due to receive medicinal products is qualified to do so by either validating against a government-controlled website, or by being in receipt of a copy of the hospital operating licence.
How long will it take to validate my hospital/receiving site?
When documentation is readily available, it takes approximately one day to validate a hospital/receiving site and setup a new account, although this process can be expedited in emergency situations.
Find out how to change your delivery address, our methods for shipping unlicensed medicines and where you can view product pricing.
From 1st October we are making changes to our bank details
From 1st October we are making changes to the Clinigen Company you order from when receiving supplies from our European facilities, this includes new bank details. If you receive orders from our European facilities please make orders to Clinigen Ireland Limited instead of Clinigen Healthcare Limited and update your systems with the new bank account details.
How do you ship unlicensed medicines?
All medication is shipped according to the local regulations of the receiving country and also per the guidelines of 5 November 2013 on Good Distribution Practice of medicinal products for human use.
How do I change the delivery address for my account?
You can request to add or remove a shipping address when you log in, under Account > My institute (please note, only accounts with super user permission can make this request).
Alternatively, contact our Customer Services team.
Clinigen must ensure each establishment is authorised to receive medicinal products prior to supply. All the delivery addresses that are registered on our system are verified. When a request is made to change or to add a new delivery address Clinigen must follow a verification process to authenticate the new site or the new delivery address and to check the validity of the customer license.
Do you charge for delivery?
Shipping charges vary by country. Free shipping is available in a number of countries. Shipping charges will be listed at the product checkout stage when you log in.
Where can I find out the price of unlicensed medicines?
You can view the price of medicines once you log in, where available.
Find out how to change your password, update personal details and how we store your data.
How do I reset my password?
You can reset your password by clicking the ‘forgotten my password’ link on the log in page. You will receive an email to your registered account with instructions for how to reset your password.
Why is my Cliniport login not working?
We have upgraded Cliniport to provide a better digital experience for our customers. Our new platform is called Clinigen Direct. If you have not placed an order on Cliniport in the last 12 months you will need to sign up for a new account to get started.
I am having issues with accessing my account. Can you help?
We rely on the newest technology to provide a secure and easy way to place your orders online. Please ensure:
- You access Clinigen Direct from a modern website browser:
- Edge
- Chrome
- Firefox
- Safari
- Update your operating system to the latest version.
If you continue to experience any issue with using the platform, please contact Customer Services and provide:
- Time and date of occurrence.
- A detailed description of your issue including if this is the first time of seeing.
- Details on any action you have taken to resolve the issue.
- Screenshot of any error message including full screen.
- Try in a private browser.
- Name and version of your web browser. You can find the version of your browser here.
How do I change my registered email address or name?
The best way to change the personal information associated with your account is to contact our Customer Services team.
How do you keep my personal data secure?
Clinigen respects your privacy and is committed to protecting your personal data. For information on how we look after your personal data, please review our Privacy Policy.
What happens to my account information if I stop using Clinigen Direct?
For traceability purposes, we retain records of locations which have received medicinal products from Clinigen. If we are advised that a location is no longer practicing medicine, the account will be made inactive.
What are my rights as a customer?
Our full Terms of Sale are available here.
Find out what we mean by unlicensed medicines, how to access regulatory pathways and view our tutorial videos.
What are unlicensed medicines?
A medicine is considered unlicensed if:
- it is an innovative product which has not yet been approved anywhere, or
- It has been approved in at least one country, but not yet in your country, or
- It was once licensed in your country, but has since been discontinued
Many countries have formal regulatory pathways to allow access to medicines in this scenario. The use of unlicensed medicines is not illegal, but they should only be accessed where licensed alternatives are unavailable or unsuitable.
Does unlicensed mean illegal?
Watch our tutorial video here.
How can I find out about the regulatory guidelines concerning unlicensed medicines in my country?
Please contact your national health authority or speak to our Customer Services team.
What is a regulatory pathway and why do they matter?
Watch our tutorial video here.
What do I need to tell my health authority and when?
Watch our tutorial video here.
Will my hospital require specific documentation to import an unlicensed medicine?
Watch our tutorial video here.
Why can’t you sell the product I need in my country?
There are four reasons we may not be able to sell a medicine listed on Clinigen Direct in your country:
- If a licensed equivalent is available, your national health authority is unlikely to allow you to import an unlicensed medicine.
- When we are an authorised distributor of a medicine, our distribution agreement may be restricted to certain countries. If we know the authorised distributor in your country, we will refer you to them. If we are not aware of a distributor in your country, we will contact the product owner on your behalf to see whether supply can be arranged on an exceptional basis.
- The medicine may be part of a Access Program - sometimes known as an Early Access Program, Managed Access Program, Special Access Program or Compassionate Use Program - in which case your patient will need to meet specific eligibility criteria designed by the Program Sponsor.
- The medicine listed may not be approved by any regulatory body and the legislation in your country may not permit the import of a globally unlicensed medicine.
What are Access Programs / Early Access Programs / Managed Access Programs / Special Access / Compassionate Use programs?
The above are all sponsor-initiated programs that allow innovative medicines that are yet to be approved to be made available to patients with unmet medical needs. Specific patient eligibility criteria must be met for a patient to be enrolled on one of these programs.
Why does the price of a medicine vary depending on the origin of the pack?
The price of a medicine is often set on a country-by-country or region-by-region basis. We work to strict quality standards when sourcing unlicensed medicines and will always ask if you need a pack to come from a specific country or region. If you do not have a preference about the origin of the pack, we will present you with options which still meet our quality standards. Read more about our quality standards.
Should I be worried about counterfeit medicines?
Watch our tutorial video here.
Should I be worried about unexpected customs delays?
Watch our tutorial video here.
Can't find what you're looking for?
Please contact our customer services team and we will do everything we can to answer your question.