FAQs
Q5 Shark eBike — Frequently Asked Questions
Product & Performance
What is the top speed of the Q5 Shark?
The Q5 Shark reaches 37 MPH in Race Mode (throttle) and 15.5 MPH in Street Mode for legal Class 1 & 2 compliance.
Is the 37 MPH top speed achieved with throttle or pedal assist?
The full 37 MPH top speed is achieved via throttle mode.
What kind of motor does the Q5 Shark use?
The bike is equipped with a SUTTO/BAFANG 750W rated, 1500W peak brushless rear motor, delivering powerful climbing performance and smooth acceleration.
What is the riding range?
The Q5 Shark can reach up to 75 miles, depending on riding style, terrain, and pedal assist level.
How much weight can the bike support?
The frame supports riders and cargo up to 400 lbs.
What rider height does the Q5 Shark fit?
The bike is suitable for riders between 5'5" and 6'3".
Is the Q5 Shark waterproof?
The battery, motor, and wiring are IPX6 water-resistant, and the frame is IP67-sealed. It is safe for riding in rain and through puddles, but please avoid heavy storms and pressure washers.
Where are the bikes manufactured?
The Q5 Shark is manufactured by the HXeBike factory in China and shipped to our local warehouses for distribution.
Assembly & Service
Do I have to assemble the bike myself?
The Q5 Shark comes partially assembled. Final assembly takes approximately 45–60 minutes using the included tools.
Do you have assembly instructions or videos?
Yes, we provide installation tutorials on YouTube:
Where can I get my bike serviced? Do you have service shops in the Northeast U.S.?
Yes, we have partner repair shops in the Northeast U.S. for convenient servicing.
Battery & Charging
How long does it take to fully charge the battery?
Charging takes approximately 5–6 hours.
Can the battery be removed and locked?
Yes. The 48V 20Ah battery is removable and locks securely using a key.
How do I charge the bike?
You may charge the bike directly or remove the battery and charge it indoors. Both options are supported.
Shipping & Delivery
Which countries do you ship to?
We currently ship to the United States, the United Kingdom, and most countries within the European Union.
Please note: We do not ship to PO Boxes.
Where does the Shark Mako ship from and how long is the delivery?
Our orders are processed within 1–3 business days and dispatched from our local warehouses. For U.S. orders, our warehouses are located in California, Texas, and New Jersey.
- United States: 3–7 business days
- United Kingdom & European Union: 5–15 business days
Do you offer free shipping?
Yes, shipping within the U.S. is free.
Do I need to sign for delivery?
No signature is required for delivery.
Orders, Returns & Warranty
Do you have a return policy?
Yes. For quality-related issues, we accept returns within 30 days. Please keep the original packaging.
What is your warranty coverage?
The Shark Mako includes a 2-year warranty on:
- Frame
- Battery
- Motor
- Parts
How do I cancel my order?
Orders must be canceled within 90 minutes after being placed. After that, modifications or cancellations may not be possible due to fast order processing.
Can I modify my order or delivery address?
No. Orders cannot be modified after submission. If needed, please cancel the order within 90 minutes and place a new order with the correct information.
What if an item is missing from my order?
Contact us immediately with your order number, and we will send any missing items promptly.
Discounts & Promotions
Do you have distributors, or do you sell directly?
HXeBike is a manufacturer with 20 years of experience. We produce and sell our own e-bikes directly, without distributors.
Do you offer any discounts?
Yes!
- Lucky-draw coupons on the homepage
- 5% ID.me discount for military members, nurses, teachers, students, and first responders
- YouTube influencer promotional codes
- Special code HX50R for $50 off
How do I apply a discount code?
Enter your promotional code in the “Discount Code” field during checkout. Only one code can be used per order.
Tracking & Support
How can I track my order?
Go to the Support → Track Your Order page on our website. Our system syncs with FedEx to provide real-time tracking updates.
Parts & Accessories
How can I order replacement parts?
We will soon offer replacement parts on our website. If you need a small part, contact our support team. We often provide minor components free of charge.
Need More Help?
You’re welcome! If you have any other questions, feel free to reach out anytime — we’re always happy to assist.