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ORDERING GENENTECH PRODUCT

We provide support for ongoing distribution needs and references for customers seeking access to product.

Alert

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.

Find an authorized distributor.

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.

Click here for product specific distribution information

Esbriet Divesting to Legacy Pharmaceuticals on November 3, 2025

Effective November 3, 2025, Legacy will take over the supply, distribution, and sales of Esbriet® (pirfenidone) in the US.

Product Availability:

  • Genentech will continue accepting and fulfilling commercial orders for Esbriet until 12:00 p.m. PT (noon) on October 29, 2025. Any orders received on or after 12:00 p.m. PT (noon) on October 29, 2025 will be canceled.
  • Starting November 3, 2025 to access Esbriet please contact Legacy Pharma Inc: [email protected] or phone: 1-800-727-7151.

Order Hemlibra Online

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.

Request Products for Research or Clinical Trials

Genentech permits authorized organizations to use our products for research or clinical trials conducted in the United States.

Learn more & submit product request

Request Access to Limited Distribution Products

Specialty 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

Purchasing Actemra

For questions about current availability of Actemra IV

Additional Resources

  • Genentech Customer Service

    For product questions, issues, and returns.

    Phone: (800) 551-2231
    Hours: Monday - Friday, 9am - 8pm EST

  • Contact a Representative

  • ONLINE ORDERING OF PRODUCTS OTHER THAN HEMLIBRA

    If you are interested in online ordering of products other than Hemlibra, please email us to express interest.

    We’d like to hear from you. And we will notify you of any planned enhancements to the online ordering system.

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