Genentech takes the health and safety of our patients, customers, employees and local communities very seriously, and we are actively responding to the global COVID-19 pandemic. For more, please visit our COVID-19 response page or call 1-877-436-3683.

Customer Service

Support for product questions, issues, and returns.

Urgent Alert

Our carriers continue to report delays in shipping due to extreme weather conditions across the US. If you are experiencing a hardship related to inventory depletion please call Genentech Customer Service Monday - Friday 9 am- 8 pm EST for support.


Our carriers are reporting that winter storms are causing hazardous conditions across the United States. As a result packages may be delayed. The GCS team is monitoring carrier delays on packages shipping from our distribution centers. We will make every effort to contact you should your package be identified as being delayed.

Product Issues

Returns, Spoilage, Damage, and Quality Requests.

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Order Fulfillment

Order fulfillment for current customers.

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Product Distribution

Inquiries related to product distribution.

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Contact Us

Give us a call at (800) 551-2231, Monday through Friday, 6 am to 5 pm PT.

Patient Resources

Resources 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.

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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 through Friday between 6am-5pm PST.

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