Medicine Replacement

If you are a healthcare professional (HCP) seeking medicine replacement information, click here.

If you are a patient in need of help reporting an issue with your medication or requesting replacement you’re in the right spot.

While we hope you never have to deal with issues such as product quality, spoilage, temperature excursions and damage to medication due to shipping and natural disasters, we have programs available to help. This page has information on our various programs including how to request replacement of medication that is no longer available or safe to use. Scroll below to learn more.

If you have any questions our dedicated Genentech Customer Service team is here to help provide the support you need. The team is available by calling at 800-551-2231, Monday through Friday, 6 am - 5 pm PT (9 am - 8 pm ET).

To make it easier for you, we have outlined the steps to take depending on the type of loss that has occurred.

Genentech Patient Foundation

If you received your medication through the Genentech Patient Foundation and your product is unsafe or unavailable to use for any reasons, including spoilage, damage, or expiration, you can contact them directly at 888-941-3331 for assistance in determining next steps in reporting and requesting a replacement.

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Patient Replacement Programs

Medication Concerns