Contact Us / Customer Service

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.

Contact Us / Customer Service

Customer Service

Support for product questions, issues, and returns.

Urgent Storm Alert

Effective immediately, all distribution of Genentech products will pause to Louisiana and Mississippi. We will continue to update our website as we learn more.

Purchasing Actemra

Due to system issues and high ordering volume, customers may experience delays in drop-shipments. Genentech Customer Service is urgently working on all orders. Please click here for details.

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.

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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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