Customer Service

Support for product questions, issues, and returns.


Important Prescribing Information

Information regarding temporary importation of sterile water for injection (SWFI) ampules to address supply shortage is available here.

To place an order for SWFI contact customer service at 1-800-551-2231 from 6:00 a.m. to 5:00 p.m. PT, Monday to Friday.


Report spoiled, expired, or damaged product to protect patient safety.

For spoiled product, please complete the Spoilage Program online form.

For expired product returns, please contact Genentech Customer Service: (800) 551-2231

For quality issues, please contact Genentech Product Complaints: (800) 334-0290.

For stability-related issues, please contact Genentech Medical Communications: (800) 821-8590


Request Genentech products for investigational research purposes.

Customer Service supports other companies’ use of our products for research or clinical trials conducted in the United States.

For access to commericial product for research, please download and complete the Commercial Product Access for Clinical & Pre-Clinical Trials form.


Find an authorized distributor to gain access to Genentech product.