Alerts

Updated on 10/28/2025

We have resolved the technical issues with the Genentech Direct system. If you are still experiencing challenges accessing Direct ordering or Genentech Direct Returns, please try the troubleshooting steps below.

For Windows Users: to refresh your browser cache (all browsers): Press Ctrl + F5

For Mac Users: to refresh your browser cache:
Chrome / Edge / Firefox: Press Command + Shift + R
Safari: Press Command + R

If you prefer, you can direct your customers to call Genentech Customer Service from 9am to 8pm EST (6 am - 5 pm PST) at 1-800-551-2231.

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.