Updated on November 12, 2025
We are currently experiencing technical difficulties, which may result in delays in the processing of orders, return shipments, and online requests. If you require assistance or have any urgent concerns, please contact Genentech Customer Service at 800-551-2231. We appreciate your patience and understanding as we work to resolve this issue.
As of November 12, 2025, the initial, widespread disruptions to the UPS network immediately following the early November 2025 plane crash have largely subsided, but some delays may still occur.
During hurricane season deliveries may be affected due to severe weather including storms, tornados, and hurricanes sweeping through the U.S. We will contact you directly if your delivery is impacted.
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.