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.

Product Issues

We are serious about patient safety. If your Genentech product is spoiled, expired, or damaged, we may be able to help you replace it.

For expired or damaged product returns, please contact Genentech Customer Service: (800) 551-2231

For quality issues, please contact Genentech Product Complaints: (800) 334-0290

For stability-related issues, please contact Genentech Medical Communications: (800) 821-8590

For concerns regarding illegitimate medicines, please refer to product security

Please note, our returns process has recently changed. Click here for instructions

For spoiled product, please complete the Spoilage Program online form.
Please note: Clear your browser cache before accessing the Spoilage Program Form.


Returns Vendor Address Change

Please note our third party returns vendor Inmar RX Solutions has changed locations. Starting January 23, 2020 the new shipping address will be printed on the return box label.

Catastrophic Events Impact on Inventory

Weather, natural disasters, power outages, and other uncontrollable events can interrupt healthcare treatment at anytime with little warning. If your inventory has been depleted due to a catastrophic event please contact Genentech Customer Service at (800)551-2231, Monday-Friday, 9 am to 5 pm EST.

Fax Option to Retire

At the end of March we we will no longer accept faxed spoilage requests. Should you have any questions please call our Customer Service Team at 800-551-2231 Monday-Friday 9am-5pm EST.