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.
Updated on 7/17/2025
Please note that 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.
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
Genentech Medical Communications:
(800) 821-8590
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.
Learn More
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