Updated on 5/30/2025
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.
Genentech product may be eligible for return, replacement or credit, depending on the situation. Learn more about how to handle expired or soon-to-be expired products, spoiled or damaged product, or shipping issues here.
Genentech processes returns for Expired and Spoiled product through Genentech Direct, our online returns system.
What to do with an expired, or soon to expire, product
How to handle a spoiled or damaged product
Manage shipment issues such as delivery damage or Tag alerts
How to work with us if you experience any data issues related to the federal DSCSA law.
Report general quality concerns about the manufacturing, labeling or handling of product.