We are serious about patient safety. If your Genentech product is spoiled, expired, or damaged, we may be able to help you replace it.
The Genentech USA Returns Goods policy was recently updated on April 24, 2020 and includes exceptions for certain products. Please click here for information on Genentech USA Returns Program and current policy modifications.
Please contact Genentech Customer Service: (800) 551-2231 to inquire about product that may have been damaged in transit to your facility.
PRODUCT QUALITY INQUIRY AND RETURNS
For any product quality inquiry including claims, please contact Genentech Product Complaints: (800) 334-0290
For stability-related issues, please contact Genentech Medical Communications: (800) 821-8590
We have fully digitized our Spoilage Request Forms and no longer accept faxed spoilage requests. Should you have any questions please call our Customer Service Team at 800-551-2231 Monday-Friday 9am-8pm EST.
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 8 pm EST.