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.
Date Updated: May 19, 2026
Genentech Customer Service and our Distribution Centers will be closed in observance of Memorial Day.
If you order Hemlibra directly through Genentech and are an HTC or Specialty Pharmacy please call Genentech Customer Service at 800-551-2231 to confirm delivery dates as they may vary.
Effective April 28, 2026, Lucentis 0.5 mg prefilled syringe (NDC 50242-0080-03) is on backorder. Please continue to use all existing stock until your inventories have been depleted or reach expiration.
If you have any questions or need immediate assistance, please contact the Genentech Customer Service Team at 800-551-2231, Monday - Friday 9 am - 8 pm ET (6 am - 5 pm PT).
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
For general inquiries, please contact Legacy Pharma Inc at 1-800-727-7151.
For product returns purchased from Legacy Pharma Inc: Please contact Legacy Customer Service at [email protected] or 1-866-930-0188.
For product quality concerns, adverse events, medical inquiries, or counterfeit claims: Starting November 3, 2025, please contact Legacy Pharma Inc at [email protected] or 1-800-727-7151.