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 or call 1-877-436-3683.

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.


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.


  • 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
  • For concerns regarding illegitimate medicines, please refer to Product Security


For all spoiled product requests, please complete the Spoilage Program online form.

Please note: Clear your browser cache before accessing the Spoilage Program Form.

Delay In Processing Spoilage Requests

Due to challenges related to the COVID-19 pandemic, we are experiencing a delay in processing Spoilage requests. Note that due to the shortage of Actemra, we will not be processing Spoilage Replacement requests for Actemra until further notice.

We will remove this alert as soon as we are no longer experiencing the delay. For more information regarding access to Actemra, please click here.

Spoilage Fax Option Has Retired

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.