We provide support for ongoing distribution needs and references for customers seeking access to product.
Updated on 10/28/2025
We have resolved the technical issues with the Genentech Direct system. If you are still experiencing challenges accessing Direct ordering or Genentech Direct Returns, please try the troubleshooting steps below.
For Windows Users: to refresh your browser cache (all browsers): Press Ctrl + F5
For Mac Users: to refresh your browser cache:
Chrome / Edge / Firefox: Press Command + Shift + R
Safari: Press Command + R
If you prefer, you can direct your customers to call Genentech Customer Service from 9am to 8pm EST (6 am - 5 pm PST) at 1-800-551-2231.
Effective October 1, 2025, we are extending our daily order cut-off time to 2:00 PM PST for direct purchasing Hemophilia Treatment Centers and Hemophilia Specialty Pharmacies. Please note that this updated cut-off time applies solely to direct purchasing HTCs and Hemophilia specific Specialty Pharmacies. It does not impact Distributors or larger-volume Retail and Specialty Pharmacies, which will maintain the current cut off time of 12pm PST.
Please note that order deliveries may be affected due to severe weather including storms, tornados, and hurricanes sweeping through the U.S. We are monitoring the situation and will contact you directly if your order delivery is impacted.
If you have questions about the status of your order, please contact Genentech Customer Service at 1-800-551-2231 or your Channel Inventory (CIM) Manager.
Select the product you are interested in to find an authorized distributor or specialty pharmacy.
Note: These links take you directly to the website for that product.
Effective November 3, 2025, Legacy will take over the supply, distribution, and sales of Esbriet® (pirfenidone) in the US.
Product Availability:
Customers who have entered into direct distribution agreements with Genentech to purchase Hemlibra can order it online.
If you already have a login, sign in to genentechDirect.com.
Need a login? Request access.
Genentech permits authorized organizations to use our products for research or clinical trials conducted in the United States.
Learn more & submit product requestSpecialty pharmacies and infusion centers interested in limited distribution Genentech products may request access to purchase those products from an authorized wholesaler or specialty distributor.
Learn about the program & submit an access request