Call Customer Service Monday through Friday, 9 am through 8pm EST at (800) 551-2231 for assistance, or find what you need here for ordering, returns and product issues.
Please note: Genentech Customer Service and our distribution sites will be closed on Monday, September 2nd, 2024 in observance of Labor Day.
Orders placed on Thursday, August 29th before 1pm PST (4pm EST) will ship out for next day delivery on Friday, August 30th.
Any orders placed on Thursday, August 29th after 1pm PST (4pm EST) will ship on Tuesday, September 3rd for a delivery on Wednesday September 4th.
If you have any questions, including urgent patient need, please contact Genentech Customer Service at 800-551-2231.
For product-specific quality questions:
For Tarceva
Astellas Oncology
Quality Department
(800) 327-6449
Select option 2, then select the prompt for Adverse Event and Product Concerns.
All other Genentech products
Genentech’s Quality Department
(800) 334-0290
Genentech Medical Communications:
(800) 821-8590
For patients, caregivers and healthcare providers:
Patient Access
We believe every person should get the Genentech medicine they need, and we offer programs to help make this happen.
Learn More
Patient Resource Center
Our patient resource center is dedicated to getting patients and caregivers to the right resources.
Call us at (877) 436-3683 or (877) GENENTECH
Monday – Friday, 6am-5pm PT