Call Customer Service Monday through Friday, 9 am through 8pm EST at (800) 551-2231 for assistance, or find what you need here for ordering, returns and product issues.
For Natural Disaster product issue support including order and replacements due to the California fires click here.
Genentech will be closed on January 20th, 2025 in observation of Martin Luther King Jr. Day. All orders placed by Thursday, January 16th by 1pm PT will ship for delivery on Friday, January 17th. Orders placed after that time will ship on Tuesday, January 21st for delivery on Wednesday, January 22nd.
If you are facing an urgent patient need please call Genentech Customer Service at 800-551-2231.
For product-specific quality questions:
For Tarceva
Astellas Oncology
Quality Department
(800) 327-6449
Select option 2, then select the prompt for Adverse Event and Product Concerns.
All other Genentech products
Genentech’s Quality Department
(800) 334-0290
Genentech Medical Communications:
(800) 821-8590
For patients, caregivers and healthcare providers:
Patient Access
We believe every person should get the Genentech medicine they need, and we offer programs to help make this happen.
Learn More
Patient Resource Center
Our patient resource center is dedicated to getting patients and caregivers to the right resources.
Call us at (877) 436-3683 or (877) GENENTECH
Monday – Friday, 6am-5pm PT