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Genentech support programs

Genentech support programs

Genentech provides support to healthcare organizations, physicians, and patients who use our products.

The comprehensive Genentech® Product Replacement Program allows physicians, under specific circumstances, to return certain Genentech products for replacement.

And for 20 years, Genentech has been committed to making sure price is not a barrier to access for patients. If you have patients who are uninsured or deemed uninsured due to payer denial, they may qualify for the Genentech® Access to Care Foundation.

Genentech Product Replacement Program

Genentech offers a comprehensive product replacement program that, under specific circumstances, allows physicians to return certain Genentech products for replacement.

Genentech product returns policy

Genentech will provide credit or replacement for a product return only if it is authorized and after the actual physical product has been received and identified by Capital Returns, Inc. Return authorization is required for all returns except those in which replacements are provided for expired products.

Returnable products

The following products are eligible for return:

  • Product returned within 2 months prior and 6 months past expiration date noted on product
  • Product in its original container and bearing its original label

Nonreturnable products

The following products are nonreturnable, regardless of expiration date:

  • Products damaged by improper storage or handling, fire, flood, or catastrophe
  • Repackaged products
  • Products that had been sold expressly on a nonreturnable basis
  • Products obtained illegally or from an unauthorized source
  • Products purchased on the "secondary source" market or from a distributor who is not a direct purchasing account with Genentech
  • Partially filled vials
  • Products with no lot numbers, expiration dates, or with unreadable labels
  • Products in their original containers but with prescription labels attached
  • Products that Genentech determines, in its sole discretion, is otherwise adulterated, misbranded, or counterfeit

Procedure for returning products

As of June 2, 2008, return authorizations are no longer required for expired products if replacements are requested in return. Such items may be returned directly to Capital Returns at the address provided below. Upon receipt of the expired product return, a replacement will be shipped out. However, if you would prefer to receive credit for your return, please contact Genentech Customer Service at (800) 551-2231 to obtain a return authorization.

The following information should also be provided to accompany all returns:

  • Facility address and DEA number of sender
  • Product name
  • Expiration date for each item returned
  • Contact name and phone number
  • Preference for replacement or credit (if credit is requested, indicate your wholesaler's name and zip code where applicable)

It is recommended for all returns to be shipped via UPS or FedEx in order to enable product tracking. If returning items of different products or from different facilities, please ship in separate packages with the information above included.

For all other product return requests, contact your Genentech sales representative for authorization.

Shipping and transportation

  • All product returns should be shipped to:
    • Capital Returns, Inc.
      6101 North 64th Street
      Milwaukee, WI 53218
      Phone: (800) 950-5479
  • Remember that if you are returning expired products, a return authorization number is required only if you would prefer to receive credit instead of replacement.
  • Shipping and transportation charges are prepaid by the customer.

Additional information about product returns

Genentech (not Capital Returns) will continue to process credits.

All products returned, including unauthorized returns, will be destroyed.

Returns for reasons related to product quality (for example, solution is cloudy, etc) will continue to be processed by Genentech. Please contact Genentech's Quality Department at (800) 334-0290.

Customers are liable for the product until Capital Returns or Genentech identifies it as an appropriate product return, which may be up to 10 business days after receiving the product.

The information contained in this site is intended for US residents only.

Genentech® Access to Care Foundation

Genentech Access to Care FoundationIf you have patients who are uninsured or deemed uninsured due to payer denial, they may qualify for the Genentech® Access to Care Foundation.

The foundation is a separate 501(c)(3) nonprofit organization dedicated to helping patients receive the Genentech therapies they need. For more information:

  • Call (800) 530-3083
  • Genentech Access to Care Foundation
    1 DNA Way, MS #858A
    South San Francisco, CA 94080
    (866) 4 ACCESS / (866) 422-2377
    Write:
  • Find out more about the Access to Care Foundation

Download Access to Care Foundation forms



Acute ischemic stroke
Indication
Activase (Alteplase) is indicated for the management of acute ischemic stroke in adults for improving neurological recovery and reducing the incidence of disability. Treatment should only be initiated within 3 hours after the onset of stroke symptoms, and after exclusion of intracranial hemorrhage by a cranial computerized tomography (CT) scan or other diagnostic imaging method sensitive for the presence of hemorrhage (see CONTRAINDICATIONS).

Important Safety Information
Activase therapy in patients with AIS is contraindicated in certain situations (eg, suspicion of subarachnoid hemorrhage on pretreatment evaluation, recent (within 3 months) intracranial or intraspinal surgery, history of intracranial hemorrhage, uncontrolled hypertension at time of treatment, active internal bleeding, known bleeding diathesis (eg, current use of oral anticoagulants, administration of heparin within 48 hours of onset of stroke, platelet count <100,000) (see CONTRAINDICATIONS for full list).

The most common complication during Activase therapy is bleeding. Should serious bleeding in a critical location (intracranial, gastrointestinal, retroperitoneal, pericardial) occur, Activase therapy should be discontinued immediately. Death and permanent disability are not uncommonly reported in patients who have experienced stroke (including intracranial bleeding) and other serious bleeding episodes.

The risks of Activase therapy may be increased and should be weighed against the anticipated benefits in certain conditions. [See WARNINGS in full prescribing information].

  • Patients with severe neurological deficit (eg, NIHSS >22) at presentation. There is an increased risk of intracranial hemorrhage in these patients.
  • Patients with major early infarct signs on a computerized cranial tomography (CT) scan (eg, substantial edema, mass effect, or midline shift).

Treatment of patients with minor neurological deficit or with rapidly improving symptoms is not recommended.

Orolingual angioedema has been observed in postmarketing experience in patients treated with Activase for AIS. Patients should be monitored during and for several hours after infusion for signs of orolingual angioedema.

Pulmonary embolism
Indication
Activase (Alteplase) is indicated in the management of acute massive pulmonary embolism (PE) in adults: (1) for the lysis of acute pulmonary emboli, defined as obstruction of blood flow to a lobe or multiple segments of the lungs; (2) for the lysis of pulmonary emboli accompanied by unstable hemodynamics, eg, failure to maintain blood pressure without supportive measures. The diagnosis should be confirmed by objective means, such as pulmonary angiography or noninvasive procedures such as lung scanning.

Safety Information
Activase therapy in patients with pulmonary embolism (PE) is contraindicated in certain situations because of an increased risk of bleeding (eg, active internal bleeding, history of cerebrovascular accident, recent intracranial or intraspinal surgery or trauma, severe uncontrolled hypertension) [See CONTRAINDICATIONS in the full prescribing information].

The most common complication during Activase therapy is bleeding. Should serious bleeding in a critical location (intracranial, gastrointestinal, retroperitoneal, pericardial) occur, Activase therapy should be discontinued immediately, along with any concomitant therapy with heparin.

The risks of Activase therapy for all approved indications may be increased and should be weighed against the anticipated benefits in certain conditions [See WARNINGS in full prescribing information].

Treatment of PE with Activase has not been shown to constitute adequate clinical treatment of underlying deep vein thrombosis. The possible risk of reembolization due to the lysis of underlying deep venous thrombi should be considered.

Please click here for full prescribing information.