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.

Customer Service

Support for product questions, issues, and returns.

Important Notice

In an effort to address urgencies related to COVID 19 Genentech customer service will be monitoring our voicemail system over the weekend. If you are experiencing an urgent need after hours please call us at 800-551-2231 and leave a voicemail. We will be checking messages every hour between 5 am - 3 pm PST Saturday and Sunday and will return your call.

Product Issues

Report spoiled, expired, or damaged product.

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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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