We are actively responding to the global COVID-19 pandemic. For more, please visit our COVID-19 response page, or call 1-877-436-3683. See the latest update on Actemra® (tocilizumab) supply here.

Customer Service

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.

NEW Important Message About Returns Service Change

Our Spoilage and Expired Returns process has changed.

Submit Spoilage and Expired Return requests, check request status, and view return details through the new Genentech Direct Returns system. No more third party portal required.

To place a Spoilage or Expired Return request, please visit www.genentechdirect.com/returns.

For additional information on Genentech Direct, view our how-to guide and video tutorials.

Our Third Party Returns Vendor has changed from Inmar RX Solutions to Qualanex.

All Spoilage and Expired Return Authorizations will have the updated addresses and instructions printed on your returns paperwork.

Inmar RX Solutions will no longer accept Genentech expired returns after December 1, 2021.

This does not apply to customers that are individually contracted with Inmar.


How to order Genentech products. Request access to order online.

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How to return expired, spoiled, or damaged product.

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Other Issues

For product concerns, or issues with your recent shipment.

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Other Important Contacts

Quality Concerns

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

Stability Issues

Genentech Medical Communications:
(800) 821-8590

Patient 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.
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