Product Quality and other Concerns

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

Stability Issues

Call Genentech Medical Communications: (800) 821-8590.

Quality Concern or Product Complaint

Report a product quality issue or abnormality that may be introduced during the manufacturing, labeling, packaging, shipping, handling or storage of products.
Hours: Monday-Friday, 9am-8pm EST

Illegitimate Medicines

Please see our Product Security page.

Side Effect Reporting

You may report side effects to the FDA at (800) FDA-1088 or Or call Genentech at (888) 835-2555.


If a Genentech medicine is purchased for use in an FDA approved indication, was spoiled, and no product was administered, the product may be eligible for replacement through the Genentech Spoilage Program.

Recycled Reusable Shipper

For questions regarding shippers, please contact Genentech Customer Service at 800-551-2231.