Genentech takes the health and safety of our patients, customers, employees and local communities very seriously, and we are actively responding to the global COVID-19 pandemic. For more, please visit our COVID-19 response page.

Order Fulfillment

We provide support for ongoing distribution needs.

If you are experiencing an urgent patient need and are unable to place an order through your normal fulfillment process, please contact Genentech Customer Service at 800-551-2231, Monday-Friday 9 am to 5 pm EST for more information.

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. If you are experiencing an urgent need after hours please leave a voicemail. We will be checking messages every hour between 5 am to 3 pm PST on Saturday and Sunday and will return your call.

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