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Order Fulfillment

Please note:

We will be retiring our fax services beginning on February 1, 2021. You can continue to place orders via EDI, email, phone, or through our online ordering system for Hemlibra purchases. Should you have any questions or concerns about this change, please contact Genentech Customer Service at 800-551-2231 Monday - Friday 9 am - 8 pm EST.

We are committed to making sure you have the product you need to provide the best care to patients.

If there is an urgent patient need please call Customer Service at 800-551-2231 for immediate assistance, Monday through Friday, from 6 am to 5 pm PST.

Please report all delivery issues to Genentech within 10 business days of the delivery date.

  • If your order was obtained through the Genentech Patient Foundation (previously known as the Genentech Access To Care Foundation), please call the Genentech Patient Foundation at 888-941-3331.
  • For delivery inquiries related to sample product please contact your local Clinical Specialist.

Contact Customer Service at 800-551-2231 if:

  • Your package never arrived.
  • Your package arrived but there was a variance in the quantity ordered.

Be prepared to supply the following information:

  • Customer purchase order and Genentech drop ship or sales order confirmation number
  • Date of order
  • Order contact information, including:
    • Facility name
    • Contact name and phone number
  • Delivery address
  • Product ordered
  • Quantity