Thank you for choosing Thames & Kosmos and for your interest in our Air-Walker kit.
We are sorry to hear your Air-Walker is having trouble climbing. Let’s try some troubleshooting.
The first thing we recommend is completely wiping down the surface the Air-Walker will be walking on using a cleaner (like Windex). Make sure the surface is completely dry once you’ve wiped it down. Then, cut a new piece of paper towel in half and dampen one-half of it with water and wipe down the suction cups. Then use the other half to dry the suction cups. (You don't want to use any chemical cleaners on the suction cups themselves.)
The next thing I would recommend is making sure the grey pegs that hold the legs to the body (particularly on the back legs) are pushed all the way in so that the legs can rotate completely (to detach from the surface).
If that doesn't work, it may have to do with the tubes either being slightly disproportionate in length or the back ones (the ones sticking more firmly) may be damaged. Because the Air-Walker doesn't need to be aligned, they should release (via a puff of air delivered through the tubing) at just the right moment, releasing the back leg once the front leg is in the right position and vice versa.
I hope that resolved the issue. If not, try swapping out the front and back suction cups (but leave the tubing as it is) so that we can determine if the issue stays the same (the back legs not releasing) or if the problem moves over to the front legs. After you try that, send an email to email@example.com with the following additional information:
- Your mailing address and phone number
- Date of purchase (or when you received it as a gift) and the retailer it was purchased from
- The production code from your box (an alphanumeric code located in the white square with the UPC bar code)
- Some additional details on how your Air-Walker is behaving
If you have any additional questions about this or any of our other kits, please do not hesitate in including them in your email to us.
Thank you again for choosing Thames & Kosmos. We hope you and your family will continue to enjoy our products for many years to come.
The Thames & Kosmos Technical Support Team