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Helpful Tools

FAQs

Below is a list of the most commonly asked questions about LUCENTIS Direct.
If you don't find the answer you need in the FAQs, you can submit a question.

  • MY ACCOUNT
    • What is required to set up a LUCENTIS Web Ordering account?
      To set up a Web Ordering account, you must:
      • Open a LUCENTIS Direct account or, for existing LUCENTIS Direct accounts, complete the online setup form
      • Have a valid prescriber license number (Medicine Cabinet Bodkin number for Puerto Rico prescribers)
    • How long will it take to set up my account?
      Once you have faxed your completed enrollment and/or online ordering forms to 1-877-329-6737, your secure account will be set up within 3 to 5 business days. At that time you will receive an email with instructions on how to activate your account.
    • How do I change information in my Account Profile?
      To change information on your personal profile, please go to the "Your Account" page, then click "Password" and "My Profile Settings." You may also contact a Customer Service Specialist at 1-800-963-1778.
    • I'm locked out of my Web Ordering account. What can I do?
      Please contact a Customer Service Specialist at 1-800-963-1778, who will be happy to help. Or you can wait for the system to reset itself in 2 hours.
    • What is my user name for LUCENTISDirect.Com?
      Your user name is the email address that you submitted on your LUCENTIS Direct Enrollment Form. If you've forgotten your user name, you can contact a Customer Service Specialist at 1-800-963-1778.
    • Can an account have more than one user name?
      Yes. Your LUCENTIS Direct Web Ordering account can have multiple users assigned to the account for the purposes of ordering LUCENTIS for your practice.
    • How can I cancel my account?
      If you would like to discontinue your Web Ordering account, you can use the "Contact Us" feature of the website or contact a Customer Service Specialist at 1-800-963-1778.
    • What happens after I enroll?
      After enrolling, the contact person, specified by the buyer, will receive an email or fax containing their unique and secure account number to confirm the account. Please note that the buyer is responsible for maintaining the account number's security and will be responsible for paying Genentech for all product ordered under the account number. LUCENTIS Direct will send an order confirmation via fax or email immediately after an order has been placed. Please monitor the confirmations and alert LUCENTIS Direct immediately of any unauthorized purchases on the account.
    • Why do you need your account number for every order?
      To ensure your account is secured and protected, the account number will be required each time an order is placed. No orders can be processed without verification of the secure account number. LUCENTIS Direct reserves the right to refuse shipment to a location that cannot be verified as associated with the buyer's account.
    • How soon after opening an account can I place an order?
      It may take up to one week from the time a practice enrolls with completed forms to be approved to make purchases from LUCENTIS Direct. Once a practice is enrolled, Genentech will be able to ship product to arrive on the next business day when orders are placed before 7 PM ET (Monday through Thursday). Orders placed after 7 PM on a Thursday are delivered the following Tuesday. Contact LUCENTIS Direct to request a Saturday delivery. For shipments to Puerto Rico, product orders before 7 PM ET (Monday through Wednesday only) are eligible for priority international shipment.
    • Can I manage my orders and view my order history?
      Using your Web Ordering account on LUCENTISDirect.com, you can review the status of invoices, pending charges, and order summary to track all of your orders.
    • Can I change my Web Ordering account address?
      Web ordering account can only be changed through a Customer Service Specialist. Please call 1-800-963-1778. We will accept an email to remove users who are no longer with the practice. However, to add users, an Account Update Form is required. This form can be found on the "My Account" page.
    • Why do I need my DEA number?
      DEA numbers aid us in establishing your account. Also, our returns vendor uses this number to transmit returns data across our systems.
    • Could a practice be denied enrollment in LUCENTIS Direct? What are the criteria for approval/denial?
      LUCENTIS Direct reserves the right to deny any practice enrollment if we cannot verify needed licenses or if other aspects of the enrollment form are incomplete. Genentech reserves the right to refuse to fulfill orders placed through LUCENTIS Direct at any time for any reason, including in response to buyer's failure to pay amounts due for prior purchases or credit card charge failures. Genentech bears no obligation to fulfill individual orders and shall not be deemed to have accepted an order until order confirmation is transmitted.
  • MY ORDER
    • What type of credit card can I use to order my LUCENTIS online?
      The LUCENTIS Direct Program accepts Visa®, MasterCard® and American Express®.
    • When will my credit card be billed?
      Orders will be billed 60 days after the invoice date. Credit card numbers may be stored on Your Account or added into your order for one time usage. If a card number is not currently stored, you may add a new credit card through your Web Ordering account, or contact a Customer Service Specialist to update Your Account.
    • Can I use a debit card to order LUCENTIS online?
      Yes. Your Debit Card must have the MasterCard® or Visa® logo printed on the card. Just like a credit card, your debit card will be billed in 60 days (please see an explanation of payment terms for credit cards, below).
    • Can I have my credit card order settled or charged prior to the 60 days?
      Yes. When placing a new order, you may select the "Charge at time of shipping" option on the Billing and Shipping Information Screen. Once your order ships, we will settle the charges on your credit card. Before 60 days is due, you may select the "Charge Now" option on the Account Summary Report or the Order Detail Screen. We will settle your charges.

      If you have questions, please contact a Customer Service Specialist at 1-800-963-1778 and we will be glad to assist you.
    • Is ordering on your website secure?
      The website contains safety and encryption technology to protect security of the
      information provided.
    • If I should have any problems placing my order online, what do I do?
      If you should encounter any problems, technical difficulties, or have general questions while placing your order via the web, please contact a Customer Service Specialist at 1-800-963-1778 for assistance.
    • Can I use more than one card to place an order?
      Yes. If you have more than one credit card, you can use multiple cards for one order. Just add the quantity or amount that you would like added to each designated card. The system will calculate the total for you.
    • If I place an order and my credit card is declined, can I apply the unauthorized balance to multiple cards?
      Yes. You may apply the unauthorized balance to multiple credit cards. Open balances can be applied to multiple credit cards to resolve an outstanding balance.
    • Can I edit a credit card currently stored on my profile?
      Yes. On Your Account you can edit your credit card information, including the expiration date on your card or add a new card. These changes would be applied immediately on Your Account.
  • SHIPPING
    • Can I receive shipments on the weekend?
      Product orders placed before 7 PM ET Monday through Thursday are eligible for next-day priority shipping. You must contact a Customer Service Specialist to request a Saturday delivery. Puerto Rico is eligible for Priority International Shipment for orders placed before 7 PM ET, Monday to Wednesday only. There may be a delay with orders placed before a holiday. Please refer to the holiday shipping schedule for more information.

      2016 LUCENTIS Direct Holiday Shipping Schedule

      There may be a delay for orders placed before a holiday. See the 2016 LUCENTIS Direct Holiday Shipping Schedule, or contact us at 1-800-963-1778 for shipping holidays.

      Shipping Information

      Orders placed prior to 7 PM ET, Monday to Thursday will be delivered the next day.

      Monday deliveries are not available - orders placed on Fridays arrive on Tuesdays.

      If an order is placed after 7 PM ET on Thursday, it will be delivered the following Tuesday.

      Puerto Rico is eligible for Priority International Shipment for orders placed before 7 PM ET, Monday to Wednesday only.

      Contact a Customer Service Specialist at 1-800-963-1778 to arrange a Saturday delivery.
    • Can I receive shipments outside of the United States?
      No. The LUCENTIS Direct Program only ships product within the United States, including Puerto Rico.
    • Can I select which carrier I would like to deliver my product?
      LUCENTIS Direct ships product through UPS and FedEx. If you would like to have a particular carrier for all of your shipments, please contact a Customer Service Specialist at 1-800-963-1778 to make this request.
    • What is the policy for returning Genentech products?
      Genentech will replace product damaged during shipment, free of charge, within 2 business days, provided that Genentech's Returns Policy Guidelines are met. Please call our Customer Service Specialists at 1-800-963-1778 for more information.