Customer Service

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.

Coming this summer: We are improving the look and feel of Genentech Direct Returns and enhancing our login process for improved convenience. With Single Sign-On, you can access all of your Genentech Direct websites using one set of login credentials.

If you have any questions or need additional support, please contact Genentech Customer Service at 800-551-2231 Monday-Friday, 6 am - 5 pm PT (9 am - 8 pm ET).


How to order Genentech products. Request access to order online.

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How to return expired, spoiled, or damaged product.

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Other Issues

For product concerns, or issues with your recent shipment.

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Other Important Contacts

Quality Concerns

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

Stability Issues

Genentech Medical Communications:
(800) 821-8590

Patient 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 – Friday, 6am-5pm PT