Returns

Alert

Updated on 4/10/2025

Please note that order deliveries continue to be affected due to additional severe weather conditions sweeping through the Eastern U.S. We are monitoring the situation and will contact you directly if your order delivery is impacted.

If you have questions about the status of your order, please contact Genentech Customer Service at 1-800-551-2231 or your Channel Inventory (CIM) Manager.

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.

NEW: Online Returns System

Genentech processes returns for Expired and Spoiled product through Genentech Direct, our online returns system.



Expired Product

What to do with an expired, or soon to expire, product

Spoilage

How to handle a spoiled or damaged product

Shipment Issues

Manage shipment issues such as delivery damage or Tag alerts

Other Concerns

Report general quality concerns about the manufacturing, labeling or handling of product.