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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Alert: Important Information on Returns Processing and SWFI

Customers may experience a delay in receiving a replacement product or a credit when product is returned to Genentech. If you need an immediate replacement or need us to expedite a credit, please call Customer Service at (800) 551-2231.

The sterile water for injection (SWFI) shortage has subsided. If you need sterile water, please continue to purchase through your distributor.

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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