Contact Us / Customer Service / Product Issues

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Contact Us / Customer Service / Product Issues

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 spoiled product, please complete the Spoilage Program online form.

Spoilage Program form

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

Additional Resources

  • Patient Access

    For patients, caregivers, and healthcare providers: We believe every person should get the Genentech Medicine they need, and we offer programs to help make this happen.

  • Customer Service

    For product questions, issues, and returns.

    Phone: (800) 551-2231
    Hours: Monday - Friday, 6am - 5pm PT

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The important thing in science is not so much to obtain new facts as to discover new ways of thinking about them.
” – William Lawrence Bragg
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