Customer Service

Support for product questions, issues, and returns.

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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Important Information for Customers: New Returns Vendor, Location and Process

Please note that our returns processing vendor, location, and process has changed. Click here for detailed information regarding the changes and instructions on how to return product to Genentech. Return packages must be shipped to Inmar in Dallas, Texas as FedEx Supply Chain has closed their facility. Any packages shipped to FedEx Supply Chain will be returned to sender.

Returns Processing Delay

We are currently experiencing delays with our 3rd Party Returns Vendor. You may experience a significant delay in getting your credit or replacement. We apologize for any inconvenience. Please contact Genentech Customer Service at 800-551-2231 if you have any questions.

Hurricane Dorian

The Customer Service Team is actively monitoring the progression of Hurricane Dorian. If your inventory is impacted please contact Genentech Customer Service at 800-551-2231 Monday - Friday 6 am to 5 pm PST.

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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