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. See the latest update on Actemra® (tocilizumab) supply here.

Spoilage

If a Genentech product purchased for use in an FDA approved indication was spoiled, and no product was administered, the product may be eligible for replacement through the Genentech Spoilage Program. Product must either be returned or a Certificate of Destruction must be completed to be eligible for the Spoilage Program.

For quality or stability-related issues, please contact Genentech Medical Communications at (800) 821-8590.

For expired product returns, please contact Genentech Customer Service at (800) 551-2231.

For Self Administered Products:

  • If you are a patient please call the Specialty Pharmacy that filled your prescription to initiate a Spoilage request
  • For Nutropin, please call the Nurse Hotline at 1-866-NUTROPIN to initiate the request.
  • Replacement product will ship to the Specialty Pharmacy to dispense to the patient.

Spoilage Program Guidelines

  • Each spoilage incident must be reported separately.
  • Required: an attestation by a HealthCare Provider (HCP) or Pharmacy who has signing authority for your facility.
  • Once complete, you will receive a confirmation number. Your request is not considered submitted until you have this number.
  • If approved, further instructions for returning product or completing a Certificate of Destruction will be provided within 2 business days of the form submission.
  • To avoid any delays, ensure that the Return Authorization is included in any product being sent back.
  • Send one Return Authorization per return package.
  • Each instance of spoilage requires completion of this form. Replacement of a spoiled product is on a case-by-case basis.

More spoilage program guidelines to remember…

  • Please retain all original product and packaging.
  • Genentech will only consider replacing spoiled product if it was intended for an FDA approved indication.
  • Genentech does not ship replacement product if ANY portion of the spoiled product has been administered (including bolus) or is intended to be administered to another patient.
  • Genentech can ship replacement product only to licensed facilities.
  • Genentech retains the right to make the final decision regarding any spoilage replacement request. All spoilage requests are subject to review. Returned product is subject to analysis.

To submit a Spoilage Request, go to GenentechDirect.com/Returns. If you do not already have an account, click “Get Started.”