Alerts

Updated on 11/05/2025

URGENT: On the evening of November 4, 2025, a UPS cargo plane crashed near Louisville Airport, leading to its closure for emergency response. As Louisville Airport serves as a major U.S. shipping hub for FedEx and UPS, and is home to UPS’s global air hub, this has caused temporary disruptions to shipping operations nationwide. As a result, if you placed an order that shipped this week, it may have been impacted. We are actively working to minimize delays and reschedule shipments as soon as possible.

If you have questions or an urgent patient need, please contact our Customer Service Team at 1-800-551-2231 Monday-Friday 9am - 8pm EST (6 am - 5pm PST). Our thoughts are with those affected by this incident. We will share updates as they become available.

Order deliveries may be affected due to severe weather including storms, tornados, and hurricanes sweeping through the U.S. We are monitoring the situation and will contact you directly if your order delivery is impacted.

If you have questions about the status of your order, please contact Genentech Customer Service at 1-800-551-2231 or your Channel Inventory (CIM) Manager.

The daily order deadline for next-day delivery, including small parcel Hemlibra, has been changed to 12 pm PST. Orders received after this time will be processed on the next business day.

While we strive to ship orders the next day, please be aware that we may experience delays due to our new SAP system change, and your order may arrive 1-3 days later than expected.