If you are a patient experiencing a natural disaster, please click here.
Natural disasters, including severe storms, hurricanes, tornadoes, fires, and floods, can cause extensive devastation and destruction, posing significant challenges when treating your patients and servicing your healthcare partners.
We are committed to supporting you and your patients during these difficult times. While we hope that you never have to experience such an event, we understand that it may cause disruptions to your ability to provide care. Our dedicated Customer Service team is here to help you access Genentech medicines safely for your patients and provide the support you need to offer quality care during these challenging times.
If you are facing urgent patient needs due to a catastrophic disaster, we encourage you to reach out to our Customer Service team as soon as possible. We offer several programs that support the delivery of products to patients during the aftermath of a catastrophic event. Our team will work closely with you to assess the situation and provide guidance on how to access Genentech medicines in a safe and timely manner, ensuring quality patient care.
If you experience a loss of internet or power and need help completing a request, or require any other immediate assistance, please call Genentech Customer Service at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).
Overview
This page is here to help you report any problems you may have experienced with your Genentech medication due to natural disasters or catastrophic events. Here are some of the different types of losses that could happen:
Product spoilage
Product damage during shipment
Product concerns
To make it easier for you, we have outlined the steps you should take depending on the type of loss that has occurred.
Genentech Patient Foundation
If your patient received product through the Genentech Patient Foundation, please contact them directly at 888-941-3331 for assistance.
If your product was a sample, please contact your Genentech representative. If you are unsure about who your representative is, please contact Genentech Customer Service at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).
What do I do if my product was damaged in transit?
If the product was shipped from Genentech and has a Tag Alert damage, please call Genentech Customer Service for assistance at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).
If your product was shipped from a wholesaler or specialty pharmacy, please contact them for assistance.
What do I do if the external shipping box was damaged by the carrier?
If the product was shipped from Genentech and there is damage to the external shipping box, please call Genentech Customer Service for assistance at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET). Keep all materials, including the damaged shipping container.
If your product was shipped from a wholesaler or specialty pharmacy, please contact them for assistance.
What do I do if the shipper packaging is fully intact but the product within the shipper is damaged (product leaked, product packaging is damaged, etc)?
If the product was shipped from Genentech and was damaged in the shipper, please call Product Quality Complaint at 800-334-0290 Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).
What if product shipping from a non-Genentech distribution facility is damaged in transit?
If your product was shipped from a wholesaler or specialty pharmacy, please contact them for assistance.
Product Damage or Spoilage Resulting from Natural Disasters or Catastrophic Events (e.g., Floods, Power Outages, Temperature Excursions, Logistical Constraints, Fires, etc.)
Specialty Pharmacy Staff: What to do if my patient needs a replacement?
What do I do if I am unsure my product is spoiled/temperature excursions
Please contact Genentech Medical Information at 800-821-8590 Monday through Friday, 5 am - 5 pm PT (8 am - 8 pm ET).
What is not eligible for Natural Disaster Spoilage or Damage Replacement
Temperature excursion and product spoilage as a result of:
Accidentally leaving the product out
Intentionally unplugging a cold storage system, resulting in a temperature excursion and product spoilage
Products that are unsafe to use may be eligible for replacement. For information on replacement of product not covered under programs listed on this page, please contact Genentech Customer Service at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).