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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.
Frequently Asked Questions (FAQs)
MY ACCOUNT
To set up an Online Ordering account, you must:
Be registered with the call center and complete the online setup form or,
Have a valid physician license number (Medicine Cabinet Bodkin number for Puerto Rico physicians)
Request that your credit card number be securely stored to place product orders online
Once you have faxed your completed enrollment and/or online ordering forms to 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.
If you need to change your Online Ordering personal profile, please select the Account Profile screen, then click the "Update Personal Profile" button. To change information about the LUCENTIS Direct account, please contact a Customer Relationship Specialist at 800.963.1778.
Yes. Your LUCENTIS Direct online ordering account can have multiple users assigned to the account for the purposes of ordering LUCENTIS for your practice.
If you would like to discontinue your web ordering account, you must contact a Customer Relationship Specialist at 800.963.1778.
After enrolling, a LUCENTIS Direct Customer Relationship Specialist will call the contact person, specified by the buyer, to confirm account activation and provide a unique and secure account number. Please note that the buyer is responsible for maintaining the account number's security and will be responsible to pay Genentech for all product ordered under the account number. LUCENTIS Direct will send an Order Confirmation Form 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.
For the protection of the account, the buyer's account number will be needed each time an order is placed. No orders will 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.
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 to Friday).
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
The LUCENTIS Direct Program accepts Visa®, MasterCard® and American Express®.
Orders will be billed 60 days after the order has been placed. To place an order through Web Ordering, you will need to have a credit card number stored on your Account Profile. If a card number is not currently stored, please contact a Customer Relationship Specialist to update your Account Profile.
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.
Yes. If you decide to have your card charged before the 60 days after placing an order through the web, you can contact a Customer Relationship Specialist at 800.963.1778 to process this request.
The website contains safety and encryption technology to protect security of the information provided.
If you should encounter any problems, technical difficulties, or have general questions while placing your order via the web, please contact a Customer Relationship Specialist at 800.963.1778 for assistance.
Yes. If you have more than one credit card stored on your Account Profile, 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.
SHIPPING
Product orders placed before 7 PM ET Monday through Thursday are eligible for next-day priority shipping. You must contact a Customer Relationship 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 shipping holiday schedule for more information.
No. The LUCENTIS Direct Program ships product within the United States, including Puerto Rico only.
LUCENTIS Direct ships product through UPS and FedEx. UPS is the only preferred carrier for sample shipments. If you would like to have a particular carrier for all of your shipments, please contact a Customer Relationship Specialist at 800.963.1778 to make this request.
Our enrollment process was designed specifically to accommodate both primary and satellite locations. Each supplemental enrollment form contains
space to enter multiple "ship to" addresses so that several offices can be included in the LUCENTIS Direct program under a single account number.
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 Relationship Specialists at 800.963.1778 for more information.
Submit a Question
Questions? Submit yours below.
You can also see our list of frequently asked questions.
